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Contracts Database

for Customer Experience Services

Track the pattern of service adoption by monitoring Customer Experience Services contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

These documents are available to logged in clients that have purchased access to this program.

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Confidence Index:

for Customer Experience Services

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

Join NelsonHall Customer Experience Services Confidence Index:

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

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

Capgemini - Customer Management Services

Vendor Analysis

by NelsonHall Analyst

published on Nov 07, 2012

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Report Overview:

This NelsonHall vendor assessment analyzes Capgemini's offerings and capabilities in Customer Management Services. Capgemini is one of a number of Customer Management Services companies analyzed in NelsonHall's comprehensive industry analysis programs.

Who is this Report for:

NelsonHall's customer management services profile on Capgemini is a comprehensive assessment of Capgemini's customer management services offerings for organizations and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of customer management services (CMS) to serve organizations 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 Capgemini's customer management services, 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 customer base including the company's targeting strategy and examples of current contracts
  • Key client case studies
  • 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:

Capgemini brands its CMS service "Customer Operations Management" (COM) and organizes it into three competency domains:

  • Interaction Management, comprising multi-channel contact center and social media services.
  • Insight Management, comprising trade promotion/category management analytics, smart energy analytics, and social and voice analytics
  • Information/Content Management, comprising digital marketing services, social content management, and service manual management.

Capgemini has six contact centers globally. There locations are:

  • Two centers in U.S.
  • One center in Guatemala
  • Two centers in Poland
  • One center in India

Capgemini has two priority verticals for its COM services: CPG (including media) and Utilities.


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