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NEAT reports results:
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F&A Transformation 2024
Nov 12, 2024 by Vaibhav WardhanThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering finance & accounting (F&A) transformation services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in analytics, CFO advisory services, BPS & transformation, and GenAI. Vendors evaluated for this NEAT are: Accenture, Capgemini, Cognizant, Datamatics, Exela Technologies, Genpact, HCL Technologies, IBM, TCS, Tech Mahindra, Teleperformance, Wipro, and WNS. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Quality Engineering 2024
Nov 06, 2024 by Dominique RaviartThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering quality engineering services (formerly referred to as software testing services). The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in RPA-based automation, AI-based analytics & automation, GenAI use cases, application migration to cloud testing, and SAP testing. Vendors evaluated for this NEAT are: Accenture, Amdocs, Apexon, Aspire Systems, Atos, Capgemini, Cigniti, Coforge, Cognizant, EPAM Systems, Expleo, IBM, Infosys, LTIMindtree, Movate, NTT DATA, Planit, Qualitest, QualiZeal, TCS, Tech Mahindra, TestingXperts, Trigent, Virtusa, Wipro, and Xoriant. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Payroll Services 2024
Oct 01, 2024 by Elizabeth RennieThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering payroll services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors with digital payroll capability, multi-country payroll capability, and extended HR capability. Vendors evaluated for this NEAT are: activpayroll, ADP, Ascent HR, CloudPay, Deel, isolved, Neeyamo, Papaya Global, Paybix, Paychex, PwC Consulting, Ramco Systems, Safeguard Global, SD Worx, Strada, TMF Group, UKG, Vistra, and Zellis. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
CX Services in High Tech & Automotive 2024
Sep 18, 2024 by Ivan KotzevThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering CX services in the high tech & automotive sector. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall and with specific capability in cost optimization, revenue generation, and CX improvement. Vendors evaluated for this NEAT are: Bosch Service Solutions, Concentrix, Foundever, Konecta, Movate, Mplus, Teleperformance, TELUS Digital, and TTEC. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
New World Workforce Management 2024
Sep 18, 2024 by DeeAnna WarringtonThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering workforce management (WFM) services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in cost value, scheduling, employee empowerment, IoT, and multi-country delivery. Vendors evaluated for this NEAT are: ADP, Dayforce, Infor, Paycor, SD Worx, Shiftboard, UKG, and WorkForce Software. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Global EOR Services 2024
Sep 16, 2024 by Jeanine Crane-ThompsonThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering global EOR services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, those with specific capability in delivering innovation in both technology and services, and those with specific capability serving enterprise-level and SMB companies. Vendors evaluated for this NEAT are: Atlas, CXC Global, Deel, FoxHire, G-P, Multiplier, Neeyamo, Papaya Global, Remofirst, Remote, Safeguard Global, and Velocity Global. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Learning Platforms 2024
Sep 11, 2024 by Nikki EdwardsThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering learning platforms. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, those with specific capability in skilling/reskilling/upskilling, GenAI-optimized learning, and those with the best geographic footprint and market scalability. Vendors evaluated for this NEAT are: Bridge, Cornerstone, Degreed, Edflex, InfoPro Learning, Infosys, Invince, Komensky, Learning Pool, LearnUpon, NIIT, NovoEd, Seertech, Tenneo, Tesseract Learning, and Totara. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Process Understanding 2024
Sep 10, 2024 by Mike SmartThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering process understanding technology. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors with specific capability in task mining, process mining, continuous monitoring and management, communication mining, and enabling process transformation. Vendors evaluated for this NEAT are: ABBYY, Apromore, Celonis, EdgeVerve, Mehrwerk, Skan, SoftwareAG, Soroco, and UiPath. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Healthcare Payer Operations Transformation 2024
Jul 30, 2024 by Bilal ChaudhryThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering healthcare payer services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in member engagement services & enrollment, claims management/administration, provider management/administration & network management, and care management & wellness services. Vendors evaluated for this NEAT are: Cognizant, Concentrix, Conduent, DXC Technology, Eviden, Exela Technologies, Firstsource, Genpact, Infosys, Mphasis, Sutherland, Viaante, Wipro, and WNS. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
End-to-End Cloud Infrastructure Management Services 2024
Jul 09, 2024 by John LahertyThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering end-to-end cloud infrastructure management services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capabilities around cloud management, cloud orchestration, Microsoft Azure, AWS, and GCP. Vendors evaluated for this NEAT are: Accenture, Aspire Systems, Atos, Coforge, DXC, Fujitsu, Happiest Minds, Infosys, LTIMindtree, Movate, Mphasis, NTT DATA, Sopra Steria, TCS, Tech Mahindra, Trianz, T-Systems, Unisys, UnitedLayer, Wipro, and Zensar Technologies. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Supply Chain Transformation for Sustainability 2024
Jun 25, 2024 by Vaibhav WardhanThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering supply chain transformation services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in consulting & transformation, Supply Chain-as-a-Service, and sustainability services. Vendors evaluated for this NEAT are: Accenture, Capgemini, Genpact, GEP, IBM, Infosys, TCS, Tech Mahindra, Wipro, and WNS. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Wealth & Asset Management Services 2024
Jun 19, 2024 by Andy EfstathiouThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering wealth & asset management services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in cloud migration, process automation, AI & analytics services, and professional services. Vendors evaluated for this NEAT are: Apexon, Avaloq, Capgemini, Coforge, Genpact, Infosys, LTIMindtree, Mphasis, Quantiphi, TCS, UST, Wipro, and WNS. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Next-Generation RPO 2024
Apr 30, 2024 by Jeanine Crane-ThompsonThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering recruitment process outsourcing (RPO) services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific focus on candidate experience, technology innovation, service innovation, multi-country delivery, and talent acquisition (TA) transformation. Vendors evaluated for this NEAT are: ADP, Avencia, Cielo, IBM, Lorien, NLB Services, NXTThing RPO, PeopleScout, Pontoon, and Sanderson. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Multi-Process HR Transformation Services 2024
Apr 17, 2024 by Elizabeth RennieThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering multi-process HR transformation services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall and with specific areas of capability (talent/skills, efficiency, Workday services, SuccessFactors services, Oracle HCM services), company focus (SME-mid market, large enterprises) and geographic coverage (North America, Europe, and multi-country). Vendors evaluated for this NEAT are: Vendors evaluated for this NEAT are: Accenture, ADP, Alight Solutions, Capgemini, Conduent, HR Path, IBM, SD Worx, TCS, and Zalaris. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Salesforce Services 2024
Apr 02, 2024 by Kishore GortiThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering Salesforce services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in Experience Cloud Services, Field Services, Commerce Cloud Services, Marketing Cloud Services, Revenue Cloud Services, MuleSoft Services, and Vlocity Services. Vendors evaluated for this NEAT are: Accenture, Apexon, Capgemini, CGI, Coforge, Cognizant, Deloitte Consulting, EPAM Systems, Grazitti Interactive, IBM, Infosys, LTIMindtree, Mastek, NTT DATA, TCS, Tech Mahindra, and Wipro. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
CWS & MSP 2024
Mar 26, 2024 by Nikki EdwardsThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering contingent workforce services (CWS) and managed service program (MSP) services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in technology innovation & transformation, services innovation & transformation, and geographic footprint & scalability. Vendors evaluated for this NEAT are: CXC Global, Hudson RPO, Lorien, Magnit, NLB Services, Page Outsourcing, Pontoon, Resourgenix, Rullion, and Sanderson. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
CX Services Transformation 2024
Feb 22, 2024 by Ivan KotzevThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering Customer Experience (CX) transformation services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall and with specific capability in CX improvement, cost optimization, and revenue generation. Vendors evaluated for this NEAT are: Alorica, Arvato, Atento, Concentrix, Conduent, Firstsource, Foundever, HGS, Infosys, IntouchCX, Movate, ResultsCX, TaskUs, Tech Mahindra, Teleperformance, Transcom, and WNS Global Services. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].[read more] -
Cyber Resiliency 2024
Feb 20, 2024 by Mike SmartThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering cyber resiliency services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in Cyber Consulting & Strategy Construction, Managed Cyber Security Services, and Incident Response & Backup Services. Vendors evaluated for this NEAT are Abacode, Accenture, Capgemini, DXC Technology, Eviden, IBM, Infosys, Kyndryl, Sopra Steria, Tata Communications, Tata Consultancy Services, Unisys, and Wipro. To find out more, contact Guy Saunders at [email protected].[read more] -
Property & Casualty Operations Transformation 2024
Jan 30, 2024 by Bilal ChaudhryThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering property & casualty (P&C) insurance operations transformation services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall and with specific capability in new product set-up, underwriting, customer administration, and claims administration. Vendors evaluated for this NEAT are: Cogneesol, Cognizant, DXC Technology, Genpact, Mphasis, TCS, WNS, and Xceedance. To find out more, contact Guy Saunders at [email protected].[read more] -
Next-Generation Benefits Administration 2024
Jan 24, 2024 by DeeAnna WarringtonThis NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering benefits administration services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific focus on total benefits outsourcing (TBO), health & welfare (H&W) benefits, enabling digital transformation, marketplace capability, and geographic reach. Vendors evaluated for this NEAT are: ADP, Alight Solutions, Aon, bswift, Businessolver, Conduent, Empyrean, Fidelity, isolved, TELUS International, and WEX. To find out more, contact Guy Saunders at [email protected].[read more] -
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Blog post results:
WNS Analytics Innovates Through Productized Services
Oct 11, 2024 by Ivan Kotzev[read more] 0 commentsIn 2024, WNS rebranded and relaunched its analytics practice to include data, analytics, AI services, and consulting in a unified offering to enable decision intelligence. I spoke with Gautam Singh, the head of WNS Analytics, covering the opportunities and pitfalls of GenAI solutions, [...]
Movate AI to Drive Enterprise Reinvention at Scale with AI-First Framework
Sep 03, 2024 by Ivan Kotzev[read more] 0 commentsIn August, NelsonHall spoke with the leadership of Movate AI to discuss the market expectations and challenges of AI integration, their in-house holistic framework, target applications, existing deployments, and how the company plans to build commercial relationships around this AI rei[...]
Tech Mahindra Populii: Addressing AI Training Hypergrowth
Apr 05, 2024 by Ivan Kotzev[read more] 0 commentsPopulii is Tech Mahindra’s enterprise gig marketplace for data collection, user studies, and microtasks. NelsonHall recently spoke with Populii executives about the platform’s current capabilities and growth plans in support of the exploding AI data training market. Huma[...]
Solving Business Challenges with GenAI: Interview with Bharath Vasudevan, Tech Mahindra
Oct 04, 2023 by Ivan Kotzev[read more] 0 commentsI spoke with Bharath Vasudevan, Chief Capability Officer, Tech Mahindra Business Process Services, on the company’s investments in GenAI, the business challenges it addresses, and the longer-term effects on CX services. What are some of the immediate opportunities for using Ge[...]
Transcom Employs AI to Reinvent Multilingual CX
Aug 16, 2023 by Ivan Kotzev[read more] 0 commentsAI-generated text and voice have significant applications in CX services, with multilingual support now offering the most transformative use cases. Transcom has been actively building its capabilities in AI voice with its T:Translate platform and already has live implementations. In[...]
CX Technology the Growth Engine for TTEC EMEA: Q&A with Alistair Niederer
Feb 18, 2022 by Ivan Kotzev[read more] 0 commentsOver the last several years, TTEC has been actively investing in EMEA and looking to bring its technology development and CX transformation services to the region. I spoke with Alistair Niederer, Senior VP, Head of Europe, Middle East & Africa, about the company's growth plans,[...]
Concentrix Acquires PK to Enhance IT-CX Intersection Play
Nov 24, 2021 by Ivan Kotzev[read more] 0 commentsThis week, Concentrix announced its agreement to acquire PK, a U.S. CX design engineering firm, for ~$1.6bn from PE Carlyle Group. PK will add significant scale and IT capabilities in CX transformation and will enhance Concentrix’s play in the fast-growing intersection of cloud t[...]
Tech Mahindra Orchestrating CX Transformation: Interview with Birendra Sen
Sep 16, 2021 by Ivan Kotzev[read more] 0 commentsEarlier this summer, I spoke with Birendra Sen, Business Leader, Tech Mahindra Business Process Services, on the building blocks of customer experience transformation and lessons from the pandemic. What are the main customer experience objectives for companies in 2021 and 2022? B[...]
Will the CX Services Boom Last?
May 24, 2021 by Ivan Kotzev[read more] 0 commentsWhile the CX services industry is anxiously following the situation in India and its surge of COVID-19 cases, the start of 2021 mainly brought positive news. In this blog, I look at the strong performance across the industry and the extent to which the current growth is sustainable. [...]
Shifts in Mobility are Reshaping CX: CSS Corp’s SMART Mobility Practice
May 12, 2021 by Ivan Kotzev[read more] 0 comments2020 further accelerated transformative trends in the mobility space. Changes include electric vehicle adoption and the shift to mobility as a service and mobility on demand. Auto manufacturers, car rental firms, ridesharing providers, and public transport operations are all responding[...]
Majorel Eyes Growing EU Banking Sector with ISILIS Acquisition
Oct 19, 2020 by Ivan Kotzev[read more] 0 commentsIn July 2020, Majorel acquired French platform developer ISILIS, specialists in bank account switching. In this blog, I look at the new capability, the company’s focus on the banking and financial services sector, and the evolving CX services needs of EU banks. Specialist in bank accoun[...]
Online Crisis Management: Lessons from HGS’ Social Care Practice
Aug 28, 2020 by Ivan Kotzev[read more] 0 commentsAges ago, in the pre-COVID-19, pre-U.S. election, pre-BLM protest times of 2019, the challenges of online reputation management (ORM) seemed to be brand-specific. For example, how Boeing could restore customer confidence in the 737 MAX aircraft. Today, in the second half of 2020, navig[...]
Positive Outlook from the Egyptian BPS Market
Jul 31, 2020 by Ivan Kotzev[read more] 0 commentsThe impacts of the pandemic and lockdowns are creating winners and losers in terms of BPS delivery geos. Determining factors include a geo’s ability to manage the health and safety of workers, its success in minimizing economic disruption, and the flexibility of its labor regulat[...]
‘Work from Anywhere’ for CX Services: Q&A with Tech Mahindra’s Ritesh Idnani
Jul 10, 2020 by Ivan Kotzev[read more] 0 commentsIf there is a silver lining to the pandemic with respect to CX services, it is the changing perception of clients and providers on the pace of digital transformation and the role of frontline staff. In a conversation with Ritesh Idnani, President of Tech Mahindra, we discuss the compan[...]
COVID-19 Accelerating the Future of CX Work: Teleperformance EMEA
Jun 04, 2020 by Ivan Kotzev[read more] 0 commentsThe COVID-19 crisis is forcing a rethink of the CX delivery model with large contact centers. The fundamental question is how to maintain people’s health and safety in an open floor space with hundreds of seats, continuous face-to-face interactions, shared equipment, and 24x7 ope[...]
Supercharged Technical Support: Augmented Reality with CSS Corp’s KYRA
May 18, 2020 by Ivan Kotzev[read more] 0 commentsIn a new social distancing world, most traditional face-to-face customer service tasks have had to digitize quickly. This trend is not new, but for some processes, it required the adoption of emerging technology and different operational models. A prime example is customer premise visi[...]
Concentrix Messaging & Bots: Innovation During the COVID-19 Crisis
Apr 14, 2020 by Ivan Kotzev[read more] 0 commentsOne of the memes during the COVID-19 crisis asks ‘who led the digital transformation of your company?’ with the options of ‘the CEO’, ‘the CTO’, or ‘the virus’. The global emergency has severely impacted CX, forcing many organizations to [...]
Alorica Harnesses Technology to Engage Gen X, Y & Z Workforce
Apr 06, 2020 by Ivan Kotzev[read more] 0 commentsHigh employee attrition rates are the norm in contact centers, with companies maintaining a constant recruitment, training, and onboarding pipeline. As generations X, Y, and Z come to represent the majority of the workforce, these new workers have different career aspirations, work val[...]
Teleperformance Optimizes its Go-to-Market with Digital Integrated Business Services
Feb 14, 2020 by Ivan Kotzev[read more] 0 commentsAt the end of January 2020, NelsonHall attended Teleperformance’s global analyst meeting in Mumbai. Here are some insights into the company’s progress since the Intelenet acquisition in October 2018 and the formation of Teleperformance Digital Integrated Business Services ([...]
CSS Corp Addresses Commercial Challenges of Cognitive CX Transformation
Nov 25, 2019 by Ivan Kotzev[read more] 0 commentsOne of the main challenges facing front-office automation projects is the adoption of commercial terms protecting the interests of both clients and CX services providers. In an industry dominated by traditional per FTE and per hour/minute pricing, to be successful, end-to-end digital t[...]
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