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  • Xerox Acquires Intrepid Learning Solutions Expanding Its Learning Capability

    Nov 24, 2014, by Gary Bragar

    On November 20, 2014 Xerox announced its acquisition of Intrepid Learning Solutions learning services to expand it learning services portfolio and capability. Intrepid Learning Solutions brings in capabilities that include: Consulting services, including development of learning strategies, measuring their effectiveness and benchmarking  Course curriculum design and development[...]

  • Despite Upheaval in the Group, Serco South Africa's Prospects Remains Bullish

    Nov 21, 2014, by NelsonHall Analyst

    In the last twelve months we have more customer management services (CMS) BPO investment in South Africa, including  Webhelp setting up centers in Cape Town and Johannesburg with an agent headcount approaching 1,000 Capita transitioning part of its O2 support to Cape Town in the form of a ~1,400 seat operation. One (of many) attributes that make South Afr[...]

  • NelsonHall Launches NEAT Vendor Evaluation Tool and Market Analysis Report for Managed Service Programs

    Nov 18, 2014, by Gary Bragar

    NelsonHall, the leading global BPO and IT outsourcing analyst firm, has today launched a new tool to assist strategic sourcing managers in assessing vendor capability in Managed Service Programs outsourcing (MSP) as it relates to contingent workforce management. Also available is NelsonHall’s first MSP market analysis report, “Targeting Managed Service Programs”. NEAT Vendor E[...]

  • Infosys: 100 Days In

    Nov 18, 2014, by Rachael Stormonth

    In September we wrote an event note following Infosys European analyst meet on the principal message in the keynote address by new CEO Dr. Sikka “Renew the core business, innovate into new businesses” (see here). Earlier this month we attended Infosys’ U.S. analyst event and its Confluence customer meet in Orlando. Dr. Sikka was about 100 days into his role, and we were lookin[...]

  • HP BPO: Reenergized in Europe, Increasingly Bullish

    Nov 16, 2014, by Rachael Stormonth

    NelsonHall recently attended an HP Enterprise Services (HP ES) analyst and adviser event in London focused on its European BPO business - on what was the first working day of its FY 2015. The tone was very upbeat: FY 2014 was a good year, with HP ES winning 11 out of the 12 BPO deals for which it bid, for an overall TCV of $1bn+ And management described its pipeline for FY 15 as “[...]

  • Disruptive Forces and Their Impact on BPO: Part 7 - High Velocity BPO - What the Client Always Wanted

    Nov 13, 2014, by John Willmott

    This is the final in a series of short blogs that look at various disruptive forces and their impact on BPO. The impact of all these disruptive factors is that BPO is now changing into something that the client has always wanted namely “High Velocity BPO”. In its early days, BPO was a linear and lengthy process with knowledge transfer followed by labor arbitrage, followed by process[...]

  • Randstad Sourceright Analyst Day 2014: RPO In High Gear

    Nov 13, 2014, by Gary Bragar

    Randstad Sourceright Analyst Day 2014: RPO In High Gear Last week Randstad Sourceright held its first analyst event. Services covered included MSP, independent contractor solutions, technology, RPO, employer branding, veterans hiring initiatives, and career transition services. My focus here is primarily on Randstad Sourceright's RPO activity. RPO in High Gear In 2014 YTD Rand[...]

  • IBM Aligns its SAP and Oracle Capabilities Around Mobility, Big Data and Cloud Computing

    Nov 12, 2014, by Dominique Raviart

    IBM recently held its annual IBM Alliances event, focusing on SAP and Oracle (other major IBM-wide partners include Microsoft, Infor, Cisco, Juniper Networks and Citrix). IBM Alliances manages major relationships with technology vendors that cross several IBM service lines, e.g. GBS, GTS, Systems & Technology, and Software. Those seven major partnerships are significant and command ~15% of ove[...]

  • Disruptive Forces and Their Impact on BPO: Part 6 - The Internet of Things: Is this a New Beginning for Industry-Specific BPO?

    Nov 12, 2014, by John Willmott

    In our discussion, we’ve missed out lots of fashionable disruptors like mobile and cloud and these are indeed important elements within BPO. However, let’s be more futuristic still and consider the impact of the Internet of Things. Some examples of current deployment of the Internet of Things are as follows  Sector  Examples [...]

  • Disruptive Forces and Their Impact on BPO: Part 5 - Will Software Destroy the BPO Industry? Or Will BPO Abandon the Software Industry in Favor of Platform Components?

    Nov 11, 2014, by John Willmott

    BPO has always depended on partnerships with third-party software providers to provide supplementary platforms around client core systems to provide specialist functionality in areas like procurement, collections, & reconciliation handling. However, there is a danger that this can lead to a Heath Robinson (or Rube Goldberg) combination of applications, involving expensive software or SaaS[...]

  • Disruptive Forces and Their Impact on BPO: Part 4 - Digital Renews Opportunities in Customer Management Services

    Nov 10, 2014, by John Willmott

    There has always been a big divide between those suppliers that are comfortable handling voice and those suppliers that were comfortable handling data with very few comfortable with both. However, the impact of digital is such that it increases the need for voice and data convergence. A common misconception in customer service is that the number of transactions is going down. It isn’t, it[...]

  • Disruptive Forces and Their Impact on BPO: Part 3 - Labor arbitrage is dead – long live labor arbitrage

    Nov 09, 2014, by John Willmott

    There’s another disruptive force in BPO that no-one likes to talk about. It’s called labor arbitrage. Everyone is keeping a bit quiet about this one. It’s nothing like as sexy as robotics, or analytics, or SMAC, but it’s also a disruptive force. One side of labor arbitrage within labor arbitrage is relatively defensive, but in spite of automation and robotics, mature &ld[...]

  • Disruptive Forces and Their Impact on BPO: Part 2 - Analytics is becoming all-pervasive and increasingly predictive

    Nov 07, 2014, by John Willmott

    Robotics has moved incredibly fast over the past year, but so has analytics. Analytics has been around in support of process improvement initiatives & Lean Six sigma projects for many years. It has also been present in areas like fraud analytics, which means at a personal level that you now have to re-instate your credit card most weeks. However, analytics is now becoming much more pervasiv[...]

  • Payments Processing Services Market Heats Up: Financial Results of Six Key Vendors Show What it Takes to Win

    Nov 06, 2014, by Andy Efstathiou

    Changes in banks’ regulatory capital requirements for businesses are leading banks to exit or downsize lines of business and increase the focus on other lines of business. Payments is an area where banks and non-banks are significantly increasing their commitments. Over the next five years the payments industry will change its entire shape, structure, and offerings. In the past, the complexi[...]

  • Disruptive Forces and Their Impact on BPO: Part 1 The Robots are Coming – Is this the end of BPO?

    Nov 06, 2014, by John Willmott

    This blog is the first of seven in a series looking at six disruptive forces and their implications for BPO. Some of these are widely talked about, others less so. This first blog sets the scene and looks at the impact of robotics. Subsequent blogs will consider the implications of: Analytics  becoming all-pervasive and increasingly predictive Labor arbitrage is dead – long live l[...]

  • Social Media Recruiting Delivering Big Results

    Oct 31, 2014, by Gary Bragar

    As reported in NelsonHall’s 2014 RPO market analysis, with a global shortage of talent predicted for the foreseeable future, RPO buyers will continue to seek specialists to attract candidates through the use of social networks and to create a pipeline of passive candidates (i.e. talent communities) to improve speed, quality of hire and retention of talent. Nine out of 10 companies in the [...]

  • ITO Spending Growth Dips Slightly & Bookings Flat in 2014, but Expect Improvement in 2015

    Oct 30, 2014, by Dominique Raviart

    This week NelsonHall held its quarterly IT outsourcing (ITO) Index webcast. We have conducted these calls for the last six years to monitor developments in ITO from a quantitative perspective. When we introduced the Index, ITO had largely moved from full outsourcing to a selective outsourcing approach, and Indian vendors were deploying their land and expand strategy with the occasional one-off meg[...]

  • Managing Millennials in Software Testing: Virtusa’s Approach

    Oct 29, 2014, by Dominique Raviart

    Virtusa recently briefed NelsonHall on its gamification approach within its software testing offering. Virtusa is a fast growing offshore (India and Sri Lanka) oriented service provider. Its FY 2014 (year ended March 31, 2014) revenues were $397m, a growth of 19%. This followed growth of 20% in FY 2013 and 27% in FY 2012. The company has just over 8k employees. Founded in 1996 and headquartered[...]

  • Process Improvement the Gateway to Transformational Customer Management Services

    Oct 27, 2014, by NelsonHall Analyst

    NelsonHall’s latest CMS market analysis focuses on the increasing importance of transformational CMS, whereby a vendor not only takes over the running of a client’s call center processes, but seeks to optimize these processes to achieve the desired business goals of the organization. In the current market, the need to reduce cost while maintaining or enhancing customer satisfaction [...]

  • Unisys Q3 Results: Departing CEO Leaves on a High

    Oct 27, 2014, by Rachael Stormonth

    This is the last set of quarterly results Unisys under the leadership of Ed Coleman – and it has been a last hurrah: Revenues were $883, up 11% y/y, up 10% in constant currency: the strongest quarter of growth for many years at Unisys Operating income was $77m, an operating margin of 8.7%, up 570 bps from a margin of 3.0% in Q3 2013. Significantly, the topline gro[...]

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