Vendor Analysis
published on Mar 09, 2021
Report Overview:
This NelsonHall vendor assessment analyzes Capita's offerings and capabilities in CX Services in BFSI.
Who is this Report for:
NelsonHall’s CX Services in BFSI profile on Capita is a comprehensive assessment of Capita’s offerings and capabilities, designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CX services and identifying vendor suitability for security services RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the CX Services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of Capita’s CX services offerings and capabilities, and market and financial strengths, 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
- 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:
For CX transformation, Capita Customer Management division relies on the in-house consulting and technology resources and taps the broader company capabilities. It aims to provide agility in BFSI with demand flex, support disruptive events, and act as a test and learn model with technology pilots for large clients such as retail banks. The company assists clients with operational model transformation with frontline resources shared between branches and remote contact campaigns, addressing cost pressures while maintaining customer satisfaction.