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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!

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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.

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EGS - CMS in Telecommunications/Cable/Satellite

Vendor Analysis

by Vicki Jenkins

published on Oct 01, 2014

Access to this report is restricted to logged in clients with access. Login to get full access

Report Overview:

Expert Global Solutions (EGS) is the holding company for APAC and NCO; the merger was completed in 2012. APAC is the EGS brand in the customer relationship management (CRM) BPO market. NCO is the EGS brand in the accounts receivables management (ARM)/collections BPO market. EGS is a privately held company headquartered in Plano, Texas. EGS employs 40k personnel, working in 14 countries.

Who is this Report for:

NelsonHall's CMS in telecommunications/cable/satellite industry sector profile on Expert Global Solutions (EGS) is a comprehensive assessment of EGS' 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 EGS' 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.

Key Findings & Highlights:

EGS has 20 CMS telecommunications/cable/satellite clients.

In addition to customer care, it provides billing, first and third party collections, sales, subscriber retention programs, technical support, analytics and field technician management to its telecommunications/ cable/satellite sector clients.

EGS has delivery centers in support of its telecommunications/cable/ satellite customers in the following locations: U.S., Canada, Philippines, India, LATAM, and EMEA.

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