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NelsonHall Blog

  • TSYS Faces Pricing Pressure in Q2 2014 Growing Revenues 34.2% by Acquisitions and Reduced Pricing

    Jul 22, 2014, by Andy Efstathiou

    TSYS has announced Q2 2014 revenues, for the period ending June 30, 2014, of $538.1m, up 34.2% year-over-year. Revenues including reimbursables were $602.0m up 30.4% year-over-year. Q2 2014 revenues (and revenue change) by activity, excluding reimbursables, were: North America: $233.2m (+8.7%) International: $84.7m (+10.6%) Merchant services: $108.3m (-4.1%) [...]

  • EXL Acquires Blue Slate Solutions to Enhance Business Process Analytics in the Healthcare Payer Sector

    Jul 20, 2014, by NelsonHall Analyst

    EXL recently announced the acquisition of Albany, NY-based Blue Slate Solutions. Blue Slate, founded in 2000 by CEO Rick Barnett, has from its inception focused on data driven business consulting and services. Today, with a staff of 35, it focuses on developing simplified data models and business processes for health insurers (~85% of its business, including large insurers and Medicare contractors[...]

  • "Insights" on Ceridian LifeWorks: Connecting Dayforce to EAP & Wellness Offerings

    Jul 18, 2014, by NelsonHall Analyst

    I recently attended Ceridian’s annual client event in Las Vegas with the assumption that the event would revolve around Dayforce.  And it did, but I was also pleasantly surprised to learn how Ceridian is tying Dayforce and LifeWorks, Ceridian’s EAP and wellness offering, together. Over the years, I’ve watched Ceridian shift from a mostly services-oriented organi[...]

  • TCS: "Big, Broad, and Bold"

    Jul 18, 2014, by Rachael Stormonth

    In case anyone has missed the phenomenon that is TCS, it has achieved over 16% y/y growth in four of the last five quarters (with “just” 15.3% in the fifth). This quarter, it reported a y/y increase of nearly $530m in revenue. If TCS continues at this pace – and management commentary is of a strong pipeline – then revenues this fiscal year should be around $15.5bn. TCS has [...]

  • Tieto Q2 2014 Revenues: Product Development Business Remains Problematic

    Jul 18, 2014, by Dominique Raviart

    Tieto's Q2 2014 revenues were €386.4m, down 7.3% y/y, and down 1.3% y/y at constant currency. (for full details see here)  Q2 2014 revenue (and growth both on an actual and CC/organic basis) by service line was: Managed Services: €132m (+5%, +9%). Half of the CC organic growth this quarter resulted from hardware reselling as part of a large IT infrastruct[...]

  • Spotlight on Talent2: HR Cloud SaaS meets Payroll Services

    Jul 15, 2014, by Gary Bragar

    How Talent2 addresses the HR Cloud SaaS puzzle with payroll Talent2’s cloud-based HR SaaS with integrated payroll services offering now represents 25% of the company’s HR/payroll revenues. Its revenues have been growing at ~10 % per annum and NelsonHall expects cloud based HR SaaS with payroll services to represent 30% of Talent2’s HR/payroll revenue by 2015. Talent2’[...]

  • Infosys' Last Quarterly Results Before Arrival of New CEO: Any Surprises?

    Jul 11, 2014, by Rachael Stormonth

    What do Infosys’ Q1 FY 2015 results indicate about its current performance and its general health as a new CEO arrives? (a full breakdown of the results are available here) Revenue growth of 7.1% was in the 7% to 9% guided range for the full year, albeit at the low end. This was the third quarter in a row of decelerating growth, in both reported and constant currency gro[...]

  • Teleperformance Boosts U.S. Market Capabilities with Acquisition of Aegis Regional Operations

    Jul 10, 2014, by NelsonHall Analyst

    After three months of talks, Teleperformance is to acquire Aegis' U.S, Philippines and Cost Rican operations for $610m. The transaction will involve the transfer of 19,000 agents (18,000 work stations) in 16 centers, representing ~$400m in annual revenues.  Aegis will bring to Teleperformance the following operations: The U.S: nine sites with ~5,300 total seats The Ph[...]

  • Highlights and Trends in the HRO Market in H1 2014

    Jul 10, 2014, by NelsonHall Analyst

    The HRO market is always buzzing with activity. With the first half of the year over, it’s a good time to examine the key trends by service area. Benefits Administration: Benefits administration was a hotbed of activity in H1!  Contracts were awarded across various service lines in the U.S. as well as in the U.K. There was a solid stream of pensions and retirement administration c[...]

  • TCS to Release V3 of Intelligent Testing System To Automate Full Testing Lifecycle

    Jul 10, 2014, by Dominique Raviart

    TCS recently briefed NelsonHall on the intelligent testing system (ITS) it launched in April 2013 in an effort to automate tasks across the software testing lifecycle. It intends to  expand usage of test automation from test execution to include other tasks e.g. test design and test support services such as test data management and service virtualization. ITS integrates COTS tools e.g. Inf[...]

  • Learning BPO Meeting and Exceeding Client Expected Benefits

    Jul 10, 2014, by Gary Bragar

    Per NelsonHall’s learning BPO market analysis and concurrent client interviews conducted as part of the NelsonHall Evaluation and Assessment Tool (NEAT), both providers and buyers (current and prospective), will be pleased to know that learning BPO is largely meeting and exceeding client expected benefits in six out of seven criteria sought by clients. Based on interviews with LBPO client[...]

  • Wipro Partners with London Stock Exchange to Launch Hosted Multi-Tenant Reconciliation Utility: The First of its Kind

    Jul 09, 2014, by Andy Efstathiou

    Wipro has partnered with the London Stock Exchange Group (LSE) to launch a hosted multi-tenant reconciliation utility. Each partner will provide:  LSE: UnaVista platform (proprietary platform which provides transactions, reconciliations, reporting, etc.) The platform overs all instrument types and is used by ~1,000 financial institutions  Data center hosting[...]

  • IT Outsourcing: Flat Growth is the New Growth

    Jul 08, 2014, by Dominique Raviart

    In the world of IT services, professional services, e.g. consulting, systems integration and application development, are a cyclical business. Spending growth – or decline – depends very much on GDP growth, corporate moral and investment intentions. Professional services growth has varied since on a quarterly basis, since 2008, between -8% to +9%, on a worldwide basis. IT outsourcin[...]

  • Serco: More Bad News, But Beginning to Grasp the Nettles

    Jul 08, 2014, by Rachael Stormonth

    Last week Serco Group provided an update on its H1 2014, at the start of its close period before the results on August 12, 2014. Overall performance is in line with the guidance for H1 2014 given in the market update two months ago, of Adjusted revenue of ~£2.4bn, broadly flat y/y on an organic basis A significant y/y decline in margins, with an improvement expected in H2. [...]

  • Russia Placing New Demands on ISPs on Storage of Personal Data

    Jul 08, 2014, by Mike Smart

    The Russian parliament has passed a law to require internet companies to store the personal data of Russia users inside the country’s borders. Although the bill has passed through the Duma, it still needs to be pass in the Federation Council of Russia and President Vladimir Putin before it comes into effect. If put into law, all internet companies operating in Russia will be required to s[...]

  • HP Enterprise Services: Getting into its Stride in EMEA

    Jul 07, 2014, by Rachael Stormonth

    In March, after attending HP’s annual analyst event in Boston, we wrote a short piece on how HP Enterprise Services is building its “Advise, Transform, Manage” Positioning (see: http://bit.ly/U0oJ8p) Last week, we attended the HP EMEA analyst event in London, where the key theme was the “One HP” approach to market. NelsonHall’s interest is HP’s Ent[...]

  • NelsonHall's 2014 - 2018 HRO BPO Market Forecast

    Jul 02, 2014, by Gary Bragar

    NelsonHall’s annual HRO Market Forecast, 2014-2018, provides a forecast for the global HR BPO market by service line and geography. It includes:  The HR BPO market size for 2013 and the forecast through 2014 to 2018 The HR BPO market size and forecast for North America, specifically covering the U.S. and Canada; EMEA including U.K., France, Germany, Italy, Nordics &[...]

  • What is Happening in Multi-Process HR BPO? Latest NelsonHall Market Study Looks at Segments and Forecasts Areas of Growth

    Jul 02, 2014, by NelsonHall Analyst

    NelsonHall has just published its latest market assessment of Multi-Process HR Outsourcing. The report analyzes the characteristics of the market and identifies four major segments and looks at activity within each of these segments. One of these segments is multi-country standardization segment, where we have seen a big shift in the proportion of global contracts and regional contracts a[...]

  • Looking at Acquisition Activity in the CMS Market

    Jul 02, 2014, by NelsonHall Analyst

    After a quiet year of acquisitions in the contact center outsourcing market in 2013, 2014 activity so far has been more inline with what we’ve come to expect of this market in terms of the volume of acquisitions. Most of the acquisitions so far this year have been to enhance, and in some case establish, geographic presence, for example: Webhel[...]

  • How Kirkpatrick’s Model Has Helped Learning BPO Providers Demonstrate ROI

    Jun 27, 2014, by Gary Bragar

    Provision of analytics is important for Learning BPO (LBPO) providers to be able to demonstrate ROI for clients. The late Don Kirkpatrick, who passed away in May at age 90, developed back in the 1950s four levels to evaluate learning effectiveness. Taking a look at these levels, starting with the lowest: Reaction; evaluation about how the participants felt about[...]

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