Vendor Analysis
published on Jan 25, 2016
Report Overview:
Aegis is a privately held outsourcing and technology services company headquartered in Mumbai, India. Aegis was founded in 1992 in the U.S., and since 2008 has been fully owned by Essar Group, a $35bn Indian multinational conglomerate.
Who is this Report for:
NelsonHall’s Customer Management Services (CMS) profile on Aegis is a comprehensive assessment of Aegis’ 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 Aegis’ 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 2014, Essar sold Aegis’ operations in the U.S., the Philippines, and Costa Rica to Teleperformance for $610m. The transaction included ~19k employees, ~18k seats in 16 sites (nine in the U.S., six in the Philippines, and one in Costa Rica), representing ~$400m in annual revenues.
Aegis currently has operations in 40 locations across nine countries. It has ~40k employees and a ~35k seat capacity, supporting ~150 clients.
Aegis provides inbound and outbound CMS offerings at the different stages of the customer lifecycle, via both voice and non-voice channels:
- Customer care
- Technical support
- Sales generation
- Collections
- Marketing
- Fulfillment and back-office CMS.