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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

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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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HGS - Customer Management Services

Vendor Analysis

by Ivan Kotzev

published on Mar 21, 2016

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Report Overview:

Hinduja Global Solutions (HGS) is a public company which has been listed on the National Stock Exchange of India and the Bombay Stock Exchange since June 2007. HGS is part of Hinduja Group, a multinational conglomerate. It is headquartered in Bangalore, India. 

Who is this Report for:

NelsonHall’s Customer Management Services (CMS) profile on HGS is a comprehensive assessment of HGS’ 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 HGS’ 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 June 2015 HGS announced the acquisition of Mphasis’ Indian domestic BPS division. The acquisition closed in September 2015, bringing HGS seven contact centers in India, with a total seat count of 6.4k and ~8.1k employees. Also in 2015, HGS acquired a majority stake in Colibrium Partners LLC and Colibrium Direct LLC, which provides cloud based sales and service automation platforms to healthcare payer clients.

HGS has 65 delivery centers in 12 countries with ~40k employees, supporting 37 languages.

It offers customer management services in:

  • Customer care
  • Technical support
  • Marketing
  • Fulfillment
  • Consulting.

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