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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

in Customer Experience Services

Find here the NelsonHall Research related to within the Customer Experience Services program

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Published reports:

published reports related to within the Customer Experience Services program

  • TeleTech - CMS in Telecommunications/Cable/Satellite

    Jan 02, 2015 | Vendor Analysis by Vicki Jenkins

    TeleTech is a U.S. based company with headquarters in Englewood, Colorado. It offers outsourced customer management services (CMS), contact center technology, and strategy consulting. It was founded in 1982 by its current CEO, Kenneth D. Tuchman. [...]
    view this reportdownload abstract

  • Targeting WAHA CMS

    Dec 23, 2014 | Market Analysis by NelsonHall Analyst

    NelsonHall's market analysis of WAHA CMS consists of 74 pages. [...]
    view this reportdownload abstract

  • Sutherland - WAHA Services

    Dec 19, 2014 | Vendor Analysis by NelsonHall Analyst

    Sutherland first began offering WAHA in 2006, although it was not separately branded or pushed internally, nor did it have a dedicated program head. In December 2013, Frank Kelly was brought in from a competitor in order to head up Sutherland's WAHA business. Since then, Sutherland's WAHA service has been rebranded CloudSource, and has broken out a [...]
    view this reportdownload abstract

  • Teleperformance - WAHA Services 2014

    Dec 19, 2014 | Vendor Analysis by NelsonHall Analyst

    Teleperformance started its WAHA practice in 2006; at this stage it shifted fifty top performing agents from its brick and mortar operations in Columbus and Salt Lake City to a work from home environment. Following this, Teleperformance began a dedicated WAHA hiring practice in order to target specific WAHA dedicated agents, and by mid 2009 its WAH [...]
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  • Sykes - WAHA Services

    Dec 18, 2014 | Vendor Analysis by NelsonHall Analyst

    Sykes initially entered the WAHA market in mid 2011 in an effort to provide flexible staffing to clients with volatile demand peaks. [...]
    view this reportdownload abstract
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Discover the benefits of the CMS program

NelsonHall's Customer Management Services program supports you in enhancing your organization's sourcing performance. It will help you to:

  • Analyze how contact center outsourcing can be applied to your organization
  • Assess the scope of customer services that can be outsourced and why
  • Quantify the benefits and risks associated with outsourcing processes within your customer service function
  • Identify the most appropriate vendors and understand their individual philosophies, approaches and delivery capability
  • Learn from the experience of other organizations in your sector that have already outsourced elements of their customer handling and analytics functions
  • Keep abreast of changing delivery approaches within customer mangement services.


It also provides expert support to customer management services vendors, specifically business development and marketing personnel, helping them to:

  • Increase bid success through improved positioning of proposals against client requirements
  • Maintain the competitiveness of current service offerings
  • Identify emerging requirements and service opportunities
  • Track key developments within the CMS marketplace, including contract awards and new service announcements
  • Understand the strategies and capabilities of potential bid partners through access to detailed customer management services vendor assessments.
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