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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!

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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

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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.

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Capita - CMS in Telecommunications/Cable/Satellite

Vendor Analysis

by Vicki Jenkins

published on Jul 28, 2014

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Report Overview:

Capita Group Plc (Capita) was formed in 1984 within the Chartered Institute of Public Finance & Accountancy (CIPFA). It separated from CIPFA through a management buy-out in 1987, and was listed on the London Stock Exchange in 1991.

Who is this Report for:

NelsonHall's CMS in telecommunications/cable/satellite industry sector profile on Capita is a comprehensive assessment of Capita'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 Capita'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:

Although initially strongly focused on the U.K. public sector, since 1999 Capita has placed increasing emphasis on targeting business process outsourcing (BPO) opportunities within the private sector.

Capita has 5 CMS clients in the telecommunications/cable/satellite industry sector, all based in the U.K. The company provides CMS in support in a range of offerings including:

  • Customer care
  • Retention
  • Sales

Capita has delivery centers in support of its telecommunications/cable/ satellite customers in South Africa and the U.K.

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