DEBUG: PAGE=domain, TITLE=NelsonHall Blog,ID=1469,TEMPLATE=blog
toggle expanded view
  • NelsonHall Blog

    We publish lots of information and analyst insights on our blogs. Here you can find the aggregated posts across all NelsonHall program blogs and much more.

    explore
  • Events & Webinars

    Keep up to date regarding some of the many upcoming events that NelsonHall participates in and also runs.

    Take the opportunity to join/attend in order to meet and discover live what makes NelsonHall a leading analyst firm in the industry.

    explore

Subscribe to blogs & alerts:

manage email alerts using the form below, in order to be notified via email whenever we publish new content:

Search research content:

action=something else...array(7) { ["program"]=> int(-1) ["analyst"]=> int(-1) ["industry"]=> int(-1) ["serviceline"]=> int(-1) ["vendor"]=> int(-1) ["country"]=> int(-1) ["application"]=> int(-1) } array(0) { }
from:
until:

Access our analyst expertise:

Only NelsonHall clients who are logged in have access to our analysts and advisors for their expert advice and opinion.

To find out more about how NelsonHall's analysts and sourcing advisors can assist you with your strategy and engagements, please contact our sales department here.

Blog posts by NelsonHall Analyst

go to blog home

Search posts by keywords:

Filter posts by author:

  • WNS Acquires HealthHelp with a View to Doubling its Healthcare Revenues

    Mar 30, 2017, by NelsonHall Analyst

    On March 15, WNS announced its intended acquisition of HealthHelp, in what, at $95m, will be its largest acquisition to date. HealthHelp, founded in 1999 and headquartered in Houston, TX is a 400-FTE strong healthcare utilization management specialist. In many ways, the HealthHelp acquisition has much in common with WNS’ Value Edge acquisition. HealthHelp, like Value Edge, will become[...]

  • Insurance BPS: Delivery & Service Line Trends for 2017

    Feb 09, 2017, by NelsonHall Analyst

      The insurance outsourcing industry is moving at a fast pace in response to the need for rapid deployment of digital platforms and offerings, as well as advancements in new distribution models that are emerging via ‘insurtech’ start-ups. Here I take a look at some of the key trends driving the insurance BPS market in 2017, both in terms of delivery and transformation, and [...]

  • Dell Services: Complementing FTEs with Proprietary AFTE Technology

    Nov 04, 2016, by NelsonHall Analyst

    This is the fourth in a series of blogs on vendors’ RPA initiatives in the insurance sector. We now turn our attention to Dell Services, which has adopted an automation focus across its life and healthcare insurance BPS processes. Focusing on healthcare payer & provider and life insurance process automation In 2016, life insurance accounts for around 30% of Dell Services’[...]

  • SE2 Eyes Growth through Platform Enhancement & Life Insurance Market Expansion

    Sep 21, 2016, by NelsonHall Analyst

      At SE2’s Partnership Forum in Boston last week, the main theme was ‘FutureProof’, and specifically how to prepare and guard your company from regulatory and operational uncertainties. In effect, the life and annuities insurance BPS vendor is future proofing itself by investing heavily in its infrastructure, middleware, and platform capabilities to address its own fu[...]

  • WNS: Applying RPA in P&C Insurance with Focus on FNOL, Claims & Underwriting

    Jul 21, 2016, by NelsonHall Analyst

    This is the second in a series of blogs looking at how business process outsourcing vendors are applying RPA and AI in the insurance sector.     WNS’ RPA journey is moving quickly, with six pilots underway and five more ready to go. WNS has decided to wait on AI for the time being, in favour of developing its process automation capabilities, which has included the laun[...]

  • EXL Enhances LA&P Platform Digital Front-End Capabilities with Acquisition of LISS

    Jul 13, 2016, by NelsonHall Analyst

    Last week, EXL announced its acquisition of LISS Systems (LISS), a London-headquartered provider of policy administration software for the life, annuities and pensions insurance sectors. LISS will be integrated with EXL's insurance business unit. EXL has made employment inducement equity awards vesting over four years to nine new non-executive employees (all of LISS’s[...]

  • Wipro: Applying RPA to Insurance Claims & New Business, Looking to Holmes to Support KYC

    Jun 23, 2016, by NelsonHall Analyst

    This is the first in a series of blog articles looking at how business process outsourcing vendors are applying RPA and AI in the insurance sector. First up: Wipro.     Wipro started its automation journey in the late noughties and has since gone on to set up a dedicated RPA practice, and also developed its own AI platform, Wipro Holmes. Currently, Wipro is principally partn[...]

  • Wipro Makes Fresh Start in U.S. Healthcare Payer BPS with HealthPlan Services Acquisition

    Feb 12, 2016, by NelsonHall Analyst

    Wipro announced yesterday it is to acquire Tampa-based HealthPlan Services (HPS) from Water Street Healthcare Partners for $460m, including a $20m deferred consideration. HPS' 2015 revenues were $223m. It has achieved a CAAGR of 38% in the last three years, driven both from adding new healthcare payers and from the increase in individuals or groups eligible for[...]

  • Process Automation, Analytics & Consumer-Centricity: the Keys to Healthcare Payer BPS

    Jan 07, 2016, by NelsonHall Analyst

    The U.S. healthcare payer BPS market is relatively mature, but is also shifting towards changes driven primarily by the Affordable Care Act (ACA), the growing Medicaid and Medicare population, and advancements in technology offerings. Activity is primarily driven by the need for claims administration support with the use of automation services, member engagement services, and improved clinical ana[...]

  • HGS Picks Up Mphasis' Domestic Indian CMS BPO Business For a Song

    Jul 24, 2015, by NelsonHall Analyst

    A couple of weeks ago, Hinduja Global Services (HGS) announced that it is to acquire Mphasis' Indian domestic BPO division for Rs. 17 crore. For around $2.7m, HGS will pick up seven contact centers in Noida, Raipur, Indore, Mangalore, Pune and two buildings in Bangalore, with a total seat count of 6,400, and ~7,500 employees - and a business that was generating around $22m in annual revenue. T[...]

  • Little Known Groupe Acticall to Acquire CMS Giant Sitel

    Jul 21, 2015, by NelsonHall Analyst

    French CMS vendor Groupe Acticall is to acquire Sitel Worldwide, buying the 86% stake owned by Onex for ~$55m including an earn-out component. Groupe Acticall has financing for the acquisition from Société Générale and BNP Paribas It comes as no surprise that Onex is selling its stake in Sitel. What is perhaps a surprise is the size of the company making the acquisit[...]

  • Convergys’ IC Division Takes Entrepreneurial Approach to Pricing & Analytics

    Jun 03, 2015, by NelsonHall Analyst

    NelsonHall recently visited one of Convergys’ Intelligent Contact (IC) centers in Belfast, Northern Ireland. IC originally started life as LBM in 1996, then was acquired by Stream in 2013, which was itself acquired by Convergys in 2014. IC is a specialist sales division of Convergys, consisting of agents across multiple centers in Belfast and Greater Manchester, performing a mix of outb[...]

  • Analytics & Transformation in CMS: What’s Really Happening?

    May 28, 2015, by NelsonHall Analyst

    Two common themes in the marketing collateral of vendors providing Customer Management Services (CMS) are the use of analytics and transformation.  For analytics, a popular claim is the use of big data for predictive modeling within contact centers. But is it really happening? The reality is that, while certain vendors are using data for simple predictive modeling, this is still a distinct[...]

  • Angled At Analytics: The New EXL Makes Three Acquisitions In Seven Months And Insures a Health-y Start to 2015

    Feb 27, 2015, by NelsonHall Analyst

    What a difference a year makes for EXL. It entered 2014 under the cloud of the loss of two contracts, including the unfortunate termination Travelers (which had accounted for nearly 10% of total revenues in 2013) because of inappropriate behavior by an employee. So it started the year facing significant revenue headwinds. A year later, EXL delivered full year 2014 revenues that beat revise[...]

  • CMS BPO: Germany a Hot Spot in Continental Europe

    Feb 16, 2015, by NelsonHall Analyst

    Germany’s fiscal success story presents an interesting value proposition for the local customer management services (CMS) BPO market. Real GDP in Germany grew by 1.5% in 2014 and current forecasts indicate that, driven by a strong labor force, high consumption and favorable energy prices, Germany should be able to maintain this level of growth through 2015 and accelerate to around the 2.0% m[...]

  • NelsonHall Launches NEAT Vendor Evaluation and Assessment Tool for P&C Insurance BPO in the Automotive Sector

    Dec 01, 2014, by NelsonHall Analyst

    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 Property & Casualty Insurance BPO for the automotive sector. The NelsonHall Vendor Evaluation and Assessment Tool (NEAT) for P&C BPO in the automotive sector is now available to NelsonHall clients, and is also available[...]

  • 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[...]

  • 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 [...]

  • Quindell: Positive End to 2014 as Canada Leads Adoption of Quindell's Telematics Technology

    Oct 22, 2014, by NelsonHall Analyst

    So far, 2014 has been a mixed year for Quindell; it faced damning speculation from Gotham City Research in April (which has since been rejected) and a failed partnership with the RAC in September, which would have seen ingenie’s telematics services being made available to all drivers, not just 17 to 25 year olds, from July. On the plus side, there has also been a number of signi[...]

  • CSS Corp Event Note: New Team to Drive Growth

    Sep 29, 2014, by NelsonHall Analyst

    NelsonHall recently attended CSS Corp’s analyst day and OneWorld conference. The overriding theme of the day was a reinforcement of the company’s direction; CEO Tiger Ramesh emphasized his ambition for CSS Corp to become the leading global tech support service provider, as emphasized in the company’s new by-line “Wired to Support”. A new leadership team has been [...]

close