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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.

For a sample report and details of how to join NelsonHall's Customer Experience Services Confidence Index, please contact us

Xerox Services - Customer Management Services

Vendor Analysis

by Ivan Kotzev

published on Jun 21, 2016

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Report Overview:

This NelsonHall vendor assessment analyzes Xerox Services' offerings and capabilities in customer management services.

Who is this Report for:

NelsonHall’s Customer Management Services (CMS) profile on Xerox Services is a comprehensive assessment of Xerox Services’ 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 Xerox Services’ 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 January 2016, Xerox announced a split into two companies, one holding its document technology and the other its business process outsourcing business. Today, Xerox Services’ CMS operation has ~54k FTEs in 160 contact centers in 26 countries, supporting 30 languages. 

It offers customer management services in:

  • Customer care 
  • Sales
  • Technical support
  • Collections
  • Consultancy and analytics. 

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