featured posts:
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NelsonHall Business Process Services Confidence Index Shows High Expectations for 2015
Apr 08, 2015, by John WillmottNelsonHall’s Business Process Services (BPS) Confidence Index is a quarterly index of confidence to monitor changes in industry confidence in the global business process services market. The objectives of the quarterly “BPS Confidence Index” are to identify: Whether the demand for business process services has strengthened or softened in the past quarter Expectations o[...]
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NelsonHall BPO Index Shows Continuing Upturn in BPO Contract Activity in Q1 2015
Apr 08, 2015, by John WillmottBPO contract TCV in Q1 2015 continued the improvement in contract activity seen in Q4 2014, with BPO TCV picking up and gaining momentum over the past two quarters following relatively low levels of BPO TCV awarded in Q2 and Q3 2014. In particular, Q4 2014 showed a 6% improvement in BPO TCV year-on-year, with BPO accounting for 31% of total outsourcing TCV. Q1 2015 BPO TCV performance then impr[...]
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Increased Adoption of Platform-Based Services and Emergence of DevOps within Resurgent SAP Outsourcing Point to Increasing Sophistication of U.K. Outsourcing Market
Feb 09, 2015, by John WillmottAnalysis of NelsonHall’s U.K. outsourcing contracts for 2014 shows that outsourcing is becoming more sophisticated in a number of key areas across both service delivery and contracting. Within service delivery: The role of Cloud was increasingly evident with for example the first HR BPO contracts based on Workday software emerging in BPO and IaaS contracts in support of SMEs becoming c[...]
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IBM Cloud Infrastructure Investments Lead IBM Outsourcing Transformation
Feb 04, 2015, by Rachael StormonthOverall 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 "strategic imperatives". IBM's acquisition of Softlayer, where it continues to invest strongly,[...]
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HP BPO: Reenergized in Europe, Increasingly Bullish
Nov 16, 2014, by Rachael StormonthNelsonHall recently attended an HP Enterprise Services (HP ES) analyst and adviser event in London focused on its European BPO business - on what was the first working day of its FY 2015. The tone was very upbeat: FY 2014 was a good year, with HP ES winning 11 out of the 12 BPO deals for which it bid, for an overall TCV of $1bn+ And management described its pipeline for FY 15 as “[...]
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Disruptive Forces and Their Impact on BPO: Part 7 - High Velocity BPO - What the Client Always Wanted
Nov 13, 2014, by John WillmottThis is the final in a series of short blogs that look at various disruptive forces and their impact on BPO. The impact of all these disruptive factors is that BPO is now changing into something that the client has always wanted namely “High Velocity BPO”. In its early days, BPO was a linear and lengthy process with knowledge transfer followed by labor arbitrage, followed by process[...]
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Disruptive Forces and Their Impact on BPO: Part 6 - The Internet of Things: Is this a New Beginning for Industry-Specific BPO?
Nov 12, 2014, by John WillmottIn our discussion, we’ve missed out lots of fashionable disruptors like mobile and cloud and these are indeed important elements within BPO. However, let’s be more futuristic still and consider the impact of the Internet of Things. Some examples of current deployment of the Internet of Things are as follows Sector Examples [...]
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Disruptive Forces and Their Impact on BPO: Part 5 - Will Software Destroy the BPO Industry? Or Will BPO Abandon the Software Industry in Favor of Platform Components?
Nov 11, 2014, by John WillmottBPO has always depended on partnerships with third-party software providers to provide supplementary platforms around client core systems to provide specialist functionality in areas like procurement, collections, & reconciliation handling. However, there is a danger that this can lead to a Heath Robinson (or Rube Goldberg) combination of applications, involving expensive software or SaaS[...]
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Disruptive Forces and Their Impact on BPO: Part 4 - Digital Renews Opportunities in Customer Management Services
Nov 10, 2014, by John WillmottThere has always been a big divide between those suppliers that are comfortable handling voice and those suppliers that were comfortable handling data with very few comfortable with both. However, the impact of digital is such that it increases the need for voice and data convergence. A common misconception in customer service is that the number of transactions is going down. It isn’t, it[...]
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Disruptive Forces and Their Impact on BPO: Part 3 - Labor arbitrage is dead – long live labor arbitrage
Nov 09, 2014, by John WillmottThere’s another disruptive force in BPO that no-one likes to talk about. It’s called labor arbitrage. Everyone is keeping a bit quiet about this one. It’s nothing like as sexy as robotics, or analytics, or SMAC, but it’s also a disruptive force. One side of labor arbitrage within labor arbitrage is relatively defensive, but in spite of automation and robotics, mature &ld[...]
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Disruptive Forces and Their Impact on BPO: Part 2 - Analytics is becoming all-pervasive and increasingly predictive
Nov 07, 2014, by John WillmottRobotics has moved incredibly fast over the past year, but so has analytics. Analytics has been around in support of process improvement initiatives & Lean Six sigma projects for many years. It has also been present in areas like fraud analytics, which means at a personal level that you now have to re-instate your credit card most weeks. However, analytics is now becoming much more pervasiv[...]
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Disruptive Forces and Their Impact on BPO: Part 1 The Robots are Coming – Is this the end of BPO?
Nov 06, 2014, by John WillmottThis blog is the first of seven in a series looking at six disruptive forces and their implications for BPO. Some of these are widely talked about, others less so. This first blog sets the scene and looks at the impact of robotics. Subsequent blogs will consider the implications of: Analytics becoming all-pervasive and increasingly predictive Labor arbitrage is dead – long live l[...]
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Sopra Steria in 2015: Continued Strength in U.K., Challenges Elsewhere in Europe, and the Mystery of BPS
Mar 30, 2015, by Dominique RaviartSopra Steria has announced its financial results for 2014, focusing on its profitability performance (revenues were previously published in February). Our key takeaways from the announcement are discussed here. U.K. Will Continue to Outperform Other Sopra Steria Geographies in 2015 Sopra Steria U.K. had phenomenal growth in 2014 (+18.2% organically) to ~€859m. Profitability was high (ad[...]
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Cognizant Analyst Day: Focusing on Digital Transformation, Vertical Expansion and New Business Models
Mar 09, 2015, by Dominique RaviartAt Cognizant’s European analyst event in Berlin, the topic of digital transformation and in particular its Horizon 3 services dominated discussions. Horizon 3 services now represent a NelsonHall estimated 10% of revenues (~$1.0bn in 2014). Horizon 3 includes new services such as digital services as well as new business models and new sectors/new geographies. Digital Transformation Cogn[...]
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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 AnalystWhat 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[...]