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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

EGS - CMS in Retail and CPG

Vendor Analysis

by Vicki Jenkins

published on Jun 22, 2016

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

Report Overview:

This NelsonHall vendor assessment analyzes EGS' offerings and capabilities in CMS in retail and CPG.

Who is this Report for:

NelsonHall’s CMS in retail and CPG industry sector profile on EGS is a comprehensive assessment of EGS’ retail and CPG sector customer management services (CMS) offerings and capabilities, designed for: 

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the retail and CPG 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’ retail and CPG 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 CMS retail and CPG sector
  • customer base, including the company’s targeting strategy and examples of current contracts 
  • Analysis of the company’s retail and CPG sector CMS offerings and key service components 
  • Analysis of the company’s delivery organization including the geography of delivery locations used for CMS retail and CPG sector clients.  

Key Findings & Highlights:

Expert Global Solutions (EGS) is a global customer service organization which delivers outsourced solutions for customer and financial care. In June 2016, Alorica entered into a stock purchase agreement to acquire Expert Global Solutions (EGS). The deal is anticipated to close in early Q3 of 2016. More details about this acquisition and other key acquisitions can be found in this report.  

Currently, EGS employs ~40k in ~70 locations in 11 countries. It currently provides delivery for retail and CPG clients from North America, the Philippines, and Latin America.  

This report was developed prior to Alorica’s announcement to acquire EGS, and EGS’ plans are likely to be revised. 

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