Vendor Analysis
published on Nov 19, 2014
Report Overview:
Webhelp Group (Webhelp) is a French-headquartered private company that was founded in 2000 by Frédéric Jousset and Olivier Duha. It initially offered real-time online assistance for customers new to using the internet. In addition to internet clients, it now supports telecommunications, cable, satellite and retail clients.
Who is this Report for:
NelsonHall's CMS in telecommunications/cable/satellite industry sector profile on Webhelp is a comprehensive assessment of Webhelp's telecommunications/cable/satellite sector customer management services (CMS) offerings and capabilities, designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the telecommunications/cable/satellite sector 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 Webhelp's telecommunications/cable/satellite sector CMS offerings, capabilities, and market and financial strength, 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 telecommunications/cable/satellite sector customer base, including the company's targeting strategy and examples of current contracts
- Analysis of the company's telecommunications/cable/satellite sector CMS offerings and key service components
- Analysis of the company's delivery organization including the geography of delivery locations used for telecommunications/cable/satellite sector clients.
Key Findings & Highlights:
Globally, it has 58 locations across 17 countries, with ~22k employees supporting 150 clients.
Webhelp has ~20 CMS telecommunications/cable/satellite clients: eight based in France, eight based in the U.K., one based in Monaco and one in the Netherlands.
The majority of Webhelp's CMS telecommunications/cable/satellite are based in Europe. The company provides CMS in support in a range of offerings including:
- Customer care
- Technical support
- Sales
- Analytics
- Billing/collections.
Webhelp has delivery centers in support of its telecommunications/ cable/satellite customers in the U.K., France, South Africa, India, Netherlands, Morocco, Romania, and Madagascar.