Vendor Analysis
published on Mar 17, 2016
Report Overview:
Concentrix Corporation (Concentrix) is a wholly owned subsidiary of SYNNEX Corporation, a $13bn distributor of IT systems, peripherals and system components, software, and complementary products, headquartered in Fremont, California. Concentrix was founded in 1983 in Rochester, New York to provide call center outsourcing, database analysis, and print on demand services. In 2006, SYNNEX acquired Concentrix, which had annual revenues of ~$15m (2005), merging it with its BSA Sales subsidiary which delivered integrated marketing services.
Who is this Report for:
NelsonHall’s Customer Management Services (CMS) profile on Concentrix is a comprehensive assessment of Concentrix’s 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 Concentrix’s 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 May 2014, SYNNEX completed the acquisition of IBM’s customer care business for an estimated $505m, adding ~35k CMS employees, ~40 delivery centers in 24 countries, and ~170 clients to Concentrix’s portfolio. The acquisition added scale for Concentrix, and made it a $1.2bn business and a top ten global CMS BPO provider. Concentrix also obtained industry capabilities in banking, healthcare and insurance, sectors in which it had not previously operated.
Concentrix has operations in 25 countries, with close to 90 locations and ~70k employees (NelsonHall estimates over 60k CMS staff) supporting customers in over 40 languages.
It offers customer management services in:
- Customer care
- Technical support
- Sales generation
- Fulfillment and back-office
- Consulting and analytics.