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F&A Transformation 2024
Nov 12, 2024 by Vaibhav WardhanThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering finance & accounting (F&A) transformation services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in analytics, CFO advisory services, BPS & transformation, and GenAI. Vendors evaluated for this NEAT are: Accenture, Capgemini, Cognizant, Datamatics, Exela Technologies, Genpact, HCL Technologies, IBM, TCS, Tech Mahindra, Teleperformance, Wipro, and WNS. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Quality Engineering 2024
Nov 06, 2024 by Dominique RaviartThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering quality engineering services (formerly referred to as software testing services). The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in RPA-based automation, AI-based analytics & automation, GenAI use cases, application migration to cloud testing, and SAP testing. Vendors evaluated for this NEAT are: Accenture, Amdocs, Apexon, Aspire Systems, Atos, Capgemini, Cigniti, Coforge, Cognizant, EPAM Systems, Expleo, IBM, Infosys, LTIMindtree, Movate, NTT DATA, Planit, Qualitest, QualiZeal, TCS, Tech Mahindra, TestingXperts, Trigent, Virtusa, Wipro, and Xoriant. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Payroll Services 2024
Oct 01, 2024 by Elizabeth RennieThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering payroll services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors with digital payroll capability, multi-country payroll capability, and extended HR capability. Vendors evaluated for this NEAT are: activpayroll, ADP, Ascent HR, CloudPay, Deel, isolved, Neeyamo, Papaya Global, Paybix, Paychex, PwC Consulting, Ramco Systems, Safeguard Global, SD Worx, Strada, TMF Group, UKG, Vistra, and Zellis. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
CX Services in High Tech & Automotive 2024
Sep 18, 2024 by Ivan KotzevThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering CX services in the high tech & automotive sector. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall and with specific capability in cost optimization, revenue generation, and CX improvement. Vendors evaluated for this NEAT are: Bosch Service Solutions, Concentrix, Foundever, Konecta, Movate, Mplus, Teleperformance, TELUS Digital, and TTEC. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
New World Workforce Management 2024
Sep 18, 2024 by DeeAnna WarringtonThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering workforce management (WFM) services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in cost value, scheduling, employee empowerment, IoT, and multi-country delivery. Vendors evaluated for this NEAT are: ADP, Dayforce, Infor, Paycor, SD Worx, Shiftboard, UKG, and WorkForce Software. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Global EOR Services 2024
Sep 16, 2024 by Jeanine Crane-ThompsonThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering global EOR services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, those with specific capability in delivering innovation in both technology and services, and those with specific capability serving enterprise-level and SMB companies. Vendors evaluated for this NEAT are: Atlas, CXC Global, Deel, FoxHire, G-P, Multiplier, Neeyamo, Papaya Global, Remofirst, Remote, Safeguard Global, and Velocity Global. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Learning Platforms 2024
Sep 11, 2024 by Nikki EdwardsThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering learning platforms. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, those with specific capability in skilling/reskilling/upskilling, GenAI-optimized learning, and those with the best geographic footprint and market scalability. Vendors evaluated for this NEAT are: Bridge, Cornerstone, Degreed, Edflex, InfoPro Learning, Infosys, Invince, Komensky, Learning Pool, LearnUpon, NIIT, NovoEd, Seertech, Tenneo, Tesseract Learning, and Totara. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Process Understanding 2024
Sep 10, 2024 by Mike SmartThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering process understanding technology. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors with specific capability in task mining, process mining, continuous monitoring and management, communication mining, and enabling process transformation. Vendors evaluated for this NEAT are: ABBYY, Apromore, Celonis, EdgeVerve, Mehrwerk, Skan, SoftwareAG, Soroco, and UiPath. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Healthcare Payer Operations Transformation 2024
Jul 30, 2024 by Bilal ChaudhryThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering healthcare payer services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in member engagement services & enrollment, claims management/administration, provider management/administration & network management, and care management & wellness services. Vendors evaluated for this NEAT are: Cognizant, Concentrix, Conduent, DXC Technology, Eviden, Exela Technologies, Firstsource, Genpact, Infosys, Mphasis, Sutherland, Viaante, Wipro, and WNS. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
End-to-End Cloud Infrastructure Management Services 2024
Jul 09, 2024 by John LahertyThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering end-to-end cloud infrastructure management services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capabilities around cloud management, cloud orchestration, Microsoft Azure, AWS, and GCP. Vendors evaluated for this NEAT are: Accenture, Aspire Systems, Atos, Coforge, DXC, Fujitsu, Happiest Minds, Infosys, LTIMindtree, Movate, Mphasis, NTT DATA, Sopra Steria, TCS, Tech Mahindra, Trianz, T-Systems, Unisys, UnitedLayer, Wipro, and Zensar Technologies. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Supply Chain Transformation for Sustainability 2024
Jun 25, 2024 by Vaibhav WardhanThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering supply chain transformation services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in consulting & transformation, Supply Chain-as-a-Service, and sustainability services. Vendors evaluated for this NEAT are: Accenture, Capgemini, Genpact, GEP, IBM, Infosys, TCS, Tech Mahindra, Wipro, and WNS. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Wealth & Asset Management Services 2024
Jun 19, 2024 by Andy EfstathiouThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering wealth & asset management services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in cloud migration, process automation, AI & analytics services, and professional services. Vendors evaluated for this NEAT are: Apexon, Avaloq, Capgemini, Coforge, Genpact, Infosys, LTIMindtree, Mphasis, Quantiphi, TCS, UST, Wipro, and WNS. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Next-Generation RPO 2024
Apr 30, 2024 by Jeanine Crane-ThompsonThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering recruitment process outsourcing (RPO) services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific focus on candidate experience, technology innovation, service innovation, multi-country delivery, and talent acquisition (TA) transformation. Vendors evaluated for this NEAT are: ADP, Avencia, Cielo, IBM, Lorien, NLB Services, NXTThing RPO, PeopleScout, Pontoon, and Sanderson. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Multi-Process HR Transformation Services 2024
Apr 17, 2024 by Elizabeth RennieThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering multi-process HR transformation services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall and with specific areas of capability (talent/skills, efficiency, Workday services, SuccessFactors services, Oracle HCM services), company focus (SME-mid market, large enterprises) and geographic coverage (North America, Europe, and multi-country). Vendors evaluated for this NEAT are: Vendors evaluated for this NEAT are: Accenture, ADP, Alight Solutions, Capgemini, Conduent, HR Path, IBM, SD Worx, TCS, and Zalaris. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Salesforce Services 2024
Apr 02, 2024 by Kishore GortiThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering Salesforce services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in Experience Cloud Services, Field Services, Commerce Cloud Services, Marketing Cloud Services, Revenue Cloud Services, MuleSoft Services, and Vlocity Services. Vendors evaluated for this NEAT are: Accenture, Apexon, Capgemini, CGI, Coforge, Cognizant, Deloitte Consulting, EPAM Systems, Grazitti Interactive, IBM, Infosys, LTIMindtree, Mastek, NTT DATA, TCS, Tech Mahindra, and Wipro. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
CWS & MSP 2024
Mar 26, 2024 by Nikki EdwardsThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering contingent workforce services (CWS) and managed service program (MSP) services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in technology innovation & transformation, services innovation & transformation, and geographic footprint & scalability. Vendors evaluated for this NEAT are: CXC Global, Hudson RPO, Lorien, Magnit, NLB Services, Page Outsourcing, Pontoon, Resourgenix, Rullion, and Sanderson. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
CX Services Transformation 2024
Feb 22, 2024 by Ivan KotzevThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering Customer Experience (CX) transformation services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall and with specific capability in CX improvement, cost optimization, and revenue generation. Vendors evaluated for this NEAT are: Alorica, Arvato, Atento, Concentrix, Conduent, Firstsource, Foundever, HGS, Infosys, IntouchCX, Movate, ResultsCX, TaskUs, Tech Mahindra, Teleperformance, Transcom, and WNS Global Services. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Cyber Resiliency 2024
Feb 20, 2024 by Mike SmartThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering cyber resiliency services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in Cyber Consulting & Strategy Construction, Managed Cyber Security Services, and Incident Response & Backup Services. Vendors evaluated for this NEAT are Abacode, Accenture, Capgemini, DXC Technology, Eviden, IBM, Infosys, Kyndryl, Sopra Steria, Tata Communications, Tata Consultancy Services, Unisys, and Wipro. To find out more, contact Guy Saunders at [email protected].[read more] -
Property & Casualty Operations Transformation 2024
Jan 30, 2024 by Bilal ChaudhryThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering property & casualty (P&C) insurance operations transformation services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall and with specific capability in new product set-up, underwriting, customer administration, and claims administration. Vendors evaluated for this NEAT are: Cogneesol, Cognizant, DXC Technology, Genpact, Mphasis, TCS, WNS, and Xceedance. To find out more, contact Guy Saunders at [email protected].[read more] -
Next-Generation Benefits Administration 2024
Jan 24, 2024 by DeeAnna WarringtonThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering benefits administration services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific focus on total benefits outsourcing (TBO), health & welfare (H&W) benefits, enabling digital transformation, marketplace capability, and geographic reach. Vendors evaluated for this NEAT are: ADP, Alight Solutions, Aon, bswift, Businessolver, Conduent, Empyrean, Fidelity, isolved, TELUS International, and WEX. To find out more, contact Guy Saunders at [email protected].[read more] -
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Blog post results:
Going Digital & The Shape of Customer Service in 2020
Dec 22, 2015 by NelsonHall Analyst[read more] 0 commentsI recently presented at the CCA’s annual Convention in Glasgow, Scotland. One of the key themes was ‘The Digital Game’, with sessions examining how organizations are responding to demand for digital customer services as part of the ongoing transition from call to contact centers. T[...]
Innovation Key to RPO Client Satisfaction & Vendor Differentiation
Dec 21, 2015 by Gary Bragar[read more] 0 commentsIn NelsonHall’s 2015 RPO Market Analysis report, innovation was identified as a key vendor selection criterion. RPO clients are increasingly seeking vendors who will continually introduce new ideas and recommend new services, with continuous process improvement. However, in our parallel RPO[...]
Minacs’ CRM Ecosystem: Getting Closer to the Customer with ALT CRM
Dec 18, 2015 by Ivan Kotzev[read more] 0 commentsSince the first customer and marketing databases in the 80s, to the fully-fledged CRM platforms of the 90s, to the cloud-based CRMs of the 00s and the Social CRM of the 2010s, CRM platforms have had the same goal and challenge – to successfully match customers with companies. With the prolifer[...]
Enhancing Social Customer Experience with AegisLISA
Dec 17, 2015 by Ivan Kotzev[read more] 0 commentsOver the last few years, social media has gradually achieved a small, but highly significant place within customer care and sales channels. CMS providers jumped to provide solutions as early as 2010-2011, but not until recently have these solutions reached a maturity level that has enabled them to g[...]
Workday HCM Growth Forges Expanded Partnerships with HRO Providers
Dec 11, 2015 by Gary Bragar[read more] 0 commentsWorkday’s latest announcement of its expanded partnership with ADP focuses on a combination of technology and service; MNCs on Workday can now include ADP’s global payroll offering within one user experience. Through the partnership: MNCs can use ADP’s global p[...]
Robotics - Making Continuous Improvement Realizable
Dec 04, 2015 by John Willmott[read more] 1 commentsThere is currently a huge amount of hype around use of automation in BPO, and many commentators seem to forget that the early BPO contracts were often driven by organizations with inadequate/creaking legacy IT systems using BPO as an enabler to combine replacement of legacy systems with an operation[...]
Add AI & IoT to Achieve Service Transformation
Dec 04, 2015 by John Willmott[read more] 0 commentsIn this, the third and final blog in this series on BPO automation, I take a look at where the BPO market currently stands and where it’s going next. Well, the use of workflow and platforms to surround and supplement the client’s core systems has been well-established for a period of [...]
Robotics & BPaaS Must Evolve to Take BPO Automation to the Next Level
Dec 04, 2015 by John Willmott[read more] 1 commentsIn my previous blog on automation in BPO, I argued that, despite all the hype, the current implementation of robotics process automation (RPA) is little more than a labor arbitrage play, enabling the business to run with increased efficiency using existing technology and offshoring frameworks. So wh[...]
Wealth Management Regulations Will Drive U.S. BPS Service Changes
Dec 03, 2015 by Andy Efstathiou[read more] 0 commentsIn Q2 2015, the U.S. Department of Labor issued a notice of proposed rulemaking, changing the definition of who can be considered a fiduciary to a retirement account or plan. The rule, which is currently in a comment period and should be implemented by Q2 2016, extends fiduciary responsibility to ad[...]
The Edge of Tomorrow: Automation, AI & IoT in the Contact Center
Dec 02, 2015 by Ivan Kotzev[read more] 0 commentsThe future of contact centers is in automation, self-learning AI, support for IoT, and engaging customers and agents at a new level. These were the major themes at the fourth annual Customer Engagement Summit in London on November 26th. Close to 700 delegates and 60 speakers met to compare notes and[...]
HRO: 2015 Highlights & the Shape of Things to Come
Nov 30, 2015 by NelsonHall Analyst[read more] 0 commentsAs the year winds down, it’s a good time to reflect on the significant activities in the HRO market in 2015 and consider the likely shape of things to come in 2016. Overall, HRO contract activity is up ~11% y/y in 2015. Renewals and contract extensions account for 25% of that activity[...]
HPE: Digitizing F&A BPS to Realize Profit Maximization
Nov 24, 2015 by John Willmott[read more] 0 commentsNelsonHall recently attended the Hewlett Packard Enterprise (HPE) “Empowering the Customer to Win in the Digital Age” event hosted by HPE BPS. The theme was strongly around digital and empowering organizations to own the (increasingly digital) interface between customers, suppliers, and [...]
NGA HR’s New Capital Structure Strengthens Ability to Achieve Growth Plans
Nov 24, 2015 by Gary Bragar[read more] 0 commentsLast week, Northgate Information Solutions, the holding company of NGA HR, announced that it has reached agreement with its shareholders and lenders regarding a new capital structure to reduce its debt and enable a faster path to growth. The new structure includes full debt-for-equity swap of the su[...]
Sutherland Labs: Getting Under the Skin of Customer Behavior
Nov 18, 2015 by Ivan Kotzev[read more] 0 commentsMinutes away from London’s Covent Garden, housed in a five-storey converted banana warehouse, is Sutherland Customer Experience Labs. This is an independent creative agency with its own P&L, offering customer experience mapping, idea generation and solution testing to Sutherland Global Ser[...]
Worldline's Equens Acquisition Set to Change the Face of European Payments Market
Nov 17, 2015 by Andy Efstathiou[read more] 0 commentsPayments processor Worldline has agreed to acquire Equens for cash and stock in a multi-part transaction expected to close in Q2 2016, with both parties claiming this to be a transformational deal. Here we take a look at the details of the deal and assess the impact it will have on the European paym[...]
The New CSC Targeting Topline Growth Within 3 Years: Is Organic Growth Possible?
Nov 17, 2015 by Dominique Raviart[read more] 0 commentsCSC has just laid out the financial targets of the standalone business which will retain the CSC moniker when the U.S federal company, CRSA, breaks off. As well as CSC’s global commercial business, it includes non-U.S. public sector businesses (~$700m revenues in FY15). In its FY15 (e[...]
Who Needs to Enhance Their BFSI Capability Most - Capita or CSC? Possible Bidding War for Xchanging, and a Third Bidder Enters the Fray...
Nov 15, 2015 by Rachael Stormonth[read more] 0 commentsWill CSC invest nearly $1.2bn in M&A in the space of a few months? Or will Capita progress with a bidding war? CSC has sent a letter to the Xchanging board outlining its interest in making a cash offer of 170p per share for Xchanging stock. This would constitute a premium of 6.3% over[...]
Sitel Under Groupe Acticall: Synergies, Sector Diversity & Capital Spending Plans
Nov 05, 2015 by NelsonHall Analyst[read more] 0 commentsSitel celebrates its 30th anniversary in a year in which it was acquired by French-based Groupe Acticall, whose controlling shareholder Creadev is the entrepreneurial investment arm of the Mulliez family. Sitel had been looking for an investor for more than a year, while the Mulliez family was plann[...]
Employer Branding: An Essential Talent Management Strategy
Nov 05, 2015 by Gary Bragar[read more] 0 commentsEmployer branding has become an integral component of an effective talent strategy. It’s synonymous with a company’s reputation as an employer, portraying the image of what the company is like to work for. The purpose of properly conveying and clearly communicating an employer’s br[...]
European, Multi-Country & Selective Contracts Dominate 2015 Learning BPO Market
Nov 03, 2015 by NelsonHall Analyst[read more] 0 commentsThe global learning BPO (LBPO) market was worth $2.9bn in 2014 and NelsonHall forecasts it to grow at 6.7% per annum, reaching $4bn by 2019. But what is the current pattern and nature of LBPO deals, and how are things changing? Recent LBPO activity has been largely from Europe, a trend which bega[...]
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