Vendor Analysis
published on Jan 05, 2017
Report Overview:
This NelsonHall vendor assessment analyzes WNS' 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 WNS is a comprehensive assessment of WNS’ 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 WNS’ 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:
WNS provides customer care and technical support over voice and digital channels, including industry-specific services such booking and reservations. In sales, it delivers inbound and outbound sales over voice, as well as cross-sell and up-sell via digital channels. In retention services, it offers referral campaign management, loyalty and rewards programs over multichannel, while its collections services are delivered over voice.