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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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Intelenet Global Services - Customer Management Services

Vendor Analysis

by Ivan Kotzev

published on Mar 09, 2016

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Report Overview:

Intelenet is a private BPS provider, headquartered in Mumbai, India offering CMS, F&A, knowledge management, and technology services such as infrastructure management. 

Who is this Report for:

NelsonHall’s Customer Management Services (CMS) profile on Intelenet Global Services is a comprehensive assessment of Intelenet’s 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 Intelenet’s 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:

Intelenet Global Services (Intelenet) was founded in 2001 in India as a joint venture between Housing Development Finance Corp. (HDFC) and Tata Consulting Services (TCS).

On June 1, 2011, Serco, a U.K. public services company, announced an agreement to buy Intelenet for £385m. The acquisition, which completed in 2012, gave Serco breadth and international reach, with Intelenet’s 34 delivery centers in seven countries.

By the end of 2014, Serco decided to sell its international BPO business to reduce net debt and focus on government service contracts. On September 16, 2015, Serco announced the sale for £220m cash and £30m loan note to Blackstone; the deal closed at the end of 2015.

Intelenet employs ~55k staff across 66 delivery centers in eight countries.

It offers services in:

  • Sales generation
  • Customer care
  • Technical support
  • Collections
  • Back-office CMS/fulfillment.

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