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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 - Transforming CMS Through Analytics

Vendor Analysis

by Ivan Kotzev

published on Sep 15, 2016

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Report Overview:

This NelsonHall vendor assessment analyzes Xerox's offerings and capabilities in transforming CMS through analytics.

Who is this Report for:

NelsonHall’s Transforming Customer Management Services (CMS) Through Analytics 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 analytics 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:

Xerox Services offers analytics in CMS as a value add. Its CMS analytics capabilities include quality management, WFM, and operational analytics  resources embedded within operations; analysts, developers, and  consultants within WDS, a consulting subsidiary; as well as scientists and researchers within the four Xerox research centers. These centers are in the U.S. (PARC), Europe (XRCE), Canada (XRCC) and India (XRCI). XRCE was created in 1993 with a focus on analytics. 

Xerox Services offers analytics in customer management services in:

  • Data management 
  • Reporting
  • Analysis
  • Predictive and prescriptive analytics
  • CX consulting. 

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