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iSON - Multi-Channel CMS: Delivering Digital Customer Experience

Vendor Analysis

by Ivan Kotzev

published on Dec 19, 2016

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Report Overview:

This NelsonHall vendor assessment analyzes iSON's offerings and capabilities in Multi-Channel CMS.

Who is this Report for:

NelsonHall’s Multi-channel Customer Management Services (CMS): Delivering Digital Customer Experience profile on iSON BPO is a comprehensive assessment of iSON BPO’s offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS and identifying vendor suitability for CMS RFPs
  • Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector.

Scope of this Report:

The report provides a comprehensive and objective analysis of iSON BPO's CMS multi-channel offerings and capabilities, and market and financial strengths, including:

  • Identification of the company’s strategy, emphasis, and new developments
  • Analysis of the company’s strengths, weaknesses, and outlook
  • Revenue estimates
  • Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
  • Analysis of the company’s offerings and key service components
  • Analysis of the company’s delivery organization including the location of delivery locations.

Key Findings & Highlights:

iSON BPO (iSON) is a private customer management services provider headquartered in Lagos, Nigeria.

The company supports inbound and outbound voice over assisted and automated channels; digital channels such as chat, messaging, social media monitoring and customer engagement; face to face sales in retail shops; and back-office processes in the contact center.

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Africa
  • India and Myanmar
  • Platforms and Intellectual Property
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Strengths
  • Challenges
  • Outlook

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