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Confidence Index:

for CX Services Transformation

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 CX Services Transformation market.

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Aegis - Customer Management Services

Vendor Analysis

by Ivan Kotzev

published on Jan 25, 2016

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Report Overview:

Aegis is a privately held outsourcing and technology services company headquartered in Mumbai, India. Aegis was founded in 1992 in the U.S., and since 2008 has been fully owned by Essar Group, a $35bn Indian multinational conglomerate. 

Who is this Report for:

NelsonHall’s Customer Management Services (CMS) profile on Aegis is a comprehensive assessment of Aegis’ offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS 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 Aegis’ CMS 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:

In 2014, Essar sold Aegis’ operations in the U.S., the Philippines, and Costa Rica to Teleperformance for $610m. The transaction included ~19k employees, ~18k seats in 16 sites (nine in the U.S., six in the Philippines, and one in Costa Rica), representing ~$400m in annual revenues.

Aegis currently has operations in 40 locations across nine countries. It has ~40k employees and a ~35k seat capacity, supporting ~150 clients.

Aegis provides inbound and outbound CMS offerings at the different stages of the customer lifecycle, via both voice and non-voice channels:

  • Customer care
  • Technical support
  • Sales generation
  • Collections
  • Marketing
  • Fulfillment and back-office CMS.

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