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Search within: CMS by industry sector:

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has Database = f has Confidence = t -- IGNORED

Confidence Index:

for CMS by industry sector

NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within Customer Management Services

  • CMS Outsourcing Confidence Index

    May 31, 2013 | Confidence Index by NelsonHall Analyst

    NelsonHall's CMS Outsourcing Confidence Index is a quarterly index of confidence that monitors changes in industry confidence in the global CMS outsourcing market. [...]
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Join NelsonHall Customer Management Services Confidence Index:

Every quarter NelsonHall publishes the NelsonHall Customer Management Services Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global CMS by industry sector market.

For a sample report and details of how to join NelsonHall's Customer Management Services Confidence Index, please contact us

CMS by industry sector

Insightful Analysis to Drive Your CMS strategy. NelsonHall's CMS by industry sector Program is a dedicated service for organizations evaluating, or actively engaged in, the outsourcing of all or part of their customer management services.

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latest vendor assessments:

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Vendor coverage

Covered vendor profiles within the CMS by industry sector program

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NEAT analysis:

CMS in Telecoms

Published on: May 2, 2017 by Vicki Jenkins
This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering Customer Management Services specifically for the telecommunications 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 in the focus areas of cost reduction, revenue increase, and customer satisfaction. Vendors evaluated are: Aegis, Alorica, Conduent, CSS Corp, Firstsource, HGS, Infosys, Intelenet Global Services, Sitel, Sutherland, Sykes, TCS, Tech Mahindra, Teleperformance, Transcom, and Transcosmos. To find out more, contact Guy Saunders at [email protected]
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Latest CMS by industry sector Market forecast

  • Global CMS Market Forecast: 2015 - 2019

    Nov 27, 2015 | Market Forecast by Vicki Jenkins

    NelsonHall's "Global Customer Management Services Market Forecast: 2015-2019" consists of 64 pages. It is a comprehensive forecast of the customer management services (CMS) market and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their need [...]
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NelsonHall's Self-Service Forecast Tool

This new tool is aimed at assisting executives in accessing the precise market size, growth, and vendor share information they require rapidly and cost-effectively, in support of more-informed decision-making.

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featured blog posts on
CMS by industry sector:

  • CMS in 2017: Delivery & Transformation and Industry-Specific Predictions for the Year Ahead

    Jan 13, 2017, by Ivan Kotzev

    by Vicki Jenkins & Ivan Kotzev NelsonHall’s principal Customer Management Services analysts take a look at how the CMS market will shape up in 2017, with predictions for CMS delivery & transformation from Ivan Kotzev, and industry-specific predictions from Vicki Jenkins. &nbs[...]

  • Alorica Acquires EGS to Become Global Top 3 CMS Vendor: Healthcare Business Key to Growth

    Jun 02, 2016, by Vicki Jenkins

    Andy Lee, Alorica founder and CEO, shared with me last summer that his goal was to become the number one CMS vendor (by revenue) serving N. America. Well, now he is closing in on that goal, with Alorica entering into a stock purchase agreement to acquire Expert Global Solutions (EGS). With EGS, we e[...]

  • Digital & Video Chat Growth on the Horizon for CMS in High Tech

    Jan 14, 2016, by Vicki Jenkins

    NelsonHall’s latest Customer Management Services market analysis report, ‘Targeting CMS in High Tech’, identifies the need for increased customer service quality as the number one market driver. This is followed closely by cost reduction in second place, with increased revenue gene[...]

  • IBM Cloud Infrastructure Investments Lead IBM Outsourcing Transformation

    Feb 04, 2015, by Rachael Stormonth

    Overall IBM Group revenues in 2014 declined 6% (-1% in CC and excluding divestitures). However, IBM is in the midst of a major adjustment of its portfolio. In line with this, the company is reporting $25bn in revenues (and 16% revenue growth) in 2014 (out of a total of $92.8bn) from its "str[...]

  • Alliance Data Buys a Winner with Conversant

    Sep 11, 2014, by Andy Efstathiou

    Alliance Data is to acquire Conversant for $23bn to expand its digital marketing services capabilities. The acquisition will be paid for half in stock and half in cash (at tendering shareholders' discretion). Post closing, Conversant will operate as a part of Epsilon, a digit[...]

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