Vendor Analysis
published on Jan 07, 2014
Report Overview:
During 2002/2003 Wipro initiated its BPO offerings capabilities with the acquisition of Spectramind. Since 2003 Wipro has experienced consistent double digit revenue growth from it BPO activity.
Who is this Report for:
NelsonHall's multi-channel CMS profile on Wipro is a comprehensive assessment of Wipro's multi-channel CMS offerings for organizations and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of customer management services (CMS) to serve organizations 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 Wipro's multi-channel CMS capabilities, and market and financial strength, 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
- Key client case studies
- 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:
Currently CMS accounts for ~50% of its BPO revenues.
In 2008 Wipro added email and chat support through the hiring of ~2,000 FTEs in its Delhi center. Between 2009/2010 Wipro added a further ~3,500 FTEs, providing webchat, email and voice services to its Japanese center and further enhancing its multi-channel CMS delivery capabilities.
Currently Wipro is providing multi-channel CMS support to ~65% of its CMS BPO clients.
A quarter of Wipro's multi-channel FTEs are unified agents. These agents offer a combination of either voice and email or webchat and email.