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Track the pattern of service adoption by monitoring HR Technology & Services contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

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NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within HR Technology & Services

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Every quarter NelsonHall publishes the NelsonHall HR Technology & Services Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global HR Technology & Services market.

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HR Technology & Services

Insightful Analysis to Drive Your HR Services Strategy. NelsonHall's HR Services program is designed for organizations who need to understand, adopt, and optimize the next generation of business process models to support their HR function. The program covers all areas of HR services, including Cloud-based HR, Payroll, Benefits Administration, Recruitment Process Outsourcing (RPO), Managed Services Programs (MSP), Total Talent Acquisition, Learning BPS, and Multi-Process HR Services.

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featured market analyses
in HR Technology & Services:

  • Application of RPA and AI to Transform HR Outsourcing

    Sep 10, 2018 | Market Analysis by Pete Tiliakos

    Watch video
    NelsonHall's market analysis of the application of RPA and AI to Transform HR outsourcing and trends consist of 43 pages. [...]
    view this reportdownload abstract

  • Cloud & Multi-Process HR Services: Journey to the Cloud and Beyond

    Sep 06, 2018 | Market Analysis by Amy Gurchensky

    NelsonHall's market analysis of the global cloud & multi-process HR services industry and trends consists of 103 pages. [...]

    Table of contents:

    • Preamble
    • Definition of Cloud HR Services
    • Definition of Multi-Process HR Services
    • 1. Changing Shape of Multi-Process HR Services
    • The current cloud HR services market is characterized by a stair-step purchasing approach, with either advisory or implementation services as the gateway offering…
    • … by 2022, the cloud HR services market will shift to a bundled purchasing approach
    • The current overall multi-process HR services market size is declining y/y due to lower TCVs for deals leveraging cloud HCM technology…
    • … however, the cloud-based multi-process HR services market will grow at a compounded average annual rate of 4.5% through 2022
    • 2. Customer Requirements
    • Industry issues affecting the cloud HR services market include HCM system choices, migration challenges, and ongoing system management
    • Industry Issues Affecting the Cloud HR Services Market
    • Support for cloud HR services typically follows a stair-step approach, commencing with either advisory services or implementation, followed by AMS support and then HR BPaaS
    • Drivers of cloud HR services include complex legacy environments, with outsourcing providing access to knowledgeable certified system consultants
    • Case Study: A communications company needed to establish a global HR infrastructure and HR programs to support growth and turned to Accenture… resulting in management consulting and project management for the deployment of Workday
    • Case Study: A financial services company was seeking process redesign support prior to its implementation of SAP SuccessFactors and turned to Deloitte… resulting in one integrated system for full visibility
    • Case Study: An energy company was seeking a full-scale HR transformation by implementing Workday and turned to Alight Solutions… resulting in the elimination of 30 HR and IT systems
    • Case Study: A financial management company was seeking to replace expensive heavily customized legacy HR systems and turned to DXC Technology… resulting in the deployment of Workday
    • Case Study: A non-profit was lacking the skills to manage Workday tickets and turned to Capgemini… resulting in the resolution of all incoming tickets within the SLAs
    • Case Study: A technology company was seeking post-deployment support of their Workday environment and turned to NGA HR… resulting in maximized functionality
    • Industry issues shaping the multi-process HR services market include cloud HCM systems, compliance, and globalization
    • Industry Issues Affecting the Multi-Process HR Services Market
    • Cloud-based platforms have fueled the evolution of the multi-process HR services market, which now focuses on modernizing processes by incorporating digitalization, RPA, and machine learning
    • The top driver for multi-process HR services is to gain access to vendor expertise, followed by cost reduction
    • Case Study: A financial services company was seeking a BPaaS partner with experience operating on Workday and turned to OSV… resulting in growth without added headcount
    • Case Study: A consumer products company was seeking to restructure HR as it was splitting into two organizations and turned to Conduent… resulting in strategically focused HR
    • Case Study: A security services company was merging with another company and turned to ADP for BPaaS support… resulting in the reduction of the HR organization
    • Cloud HR services tend to be priced separately by offering, even when services are bundled together
    • Per employee pricing dominates multi-process HR services contracts, with demand for consumption-based pricing increasing
    • Contract lengths for multi-process HR services continues to shorten, with the overall average at 4.8 years
    • 3. Market Size and Growth
    • The global cloud HR services market will reach $3.4bn by 2022, with a 5.7% CAAGR
    • For the next five years, majority of the cloud HR services market will focus on pre-deployment and deployment activities
    • Workday services lead the global cloud HR services market, accounting for ~27%
    • Combined, cloud HR services for Workday, SAP SuccessFactors, and Oracle HCM Cloud represent nearly 70% of the market
    • The global multi-process HR services market size is declining 5.8% y/y as revenues from legacy on-premise deals erode
    • The global multi-process HR services market is led by the U.S. which is also the largest region for next generation cloud-based multi-process HR services deals
    • Approximately 40% of the 2017 multi-process HR services market is leveraging cloud HCM platforms, with the inflection point at 2019
    • The manufacturing sector accounts for nearly one quarter of the market due to legacy contracts leveraging on-premise technology, with strong growth expected from financial services, technology, and pharmaceuticals
    • 4. Vendor Market Shares
    • ADP holds ~9% of the global cloud HR services market, providing support for its Workforce Now, Vantage HCM, and GlobalView platforms
    • Market leaders of the cloud HR advisory and implementation services market include the Big 4 consultancy firms
    • The cloud HR AMS services market is led by vendors with proprietary platforms
    • Several Workday services vendors such as Alight Solutions, OSV, and DXC Technology have also deployed Workday HCM internally
    • Leaders of the global SAP SuccessFactors services market tend to have longstanding relationships with SAP
    • ADP dominates the global cloud proprietary services market with ~46% market share
    • The multi-process HR services market is led by Alight Solutions, ADP and IBM, all who have made heavy investments in the cloud HR services market…
    • … followed by Capita, SD Worx, and NGA HR, who collectively hold ~15% market share
    • North America multi-process HR services market is led by Alight Solutions, whose clients leverage both on-premise and cloud HCM technologies…
    • …challenged by ADP, whose offering is exclusively provided on its proprietary cloud HCM platforms
    • European multi-process HR services market is led by Capita with ~17% market share, followed by SD Worx, IBM, and Alight Solutions
    • … with Indian-headquartered vendors including Neeyamo, and Infosys collectively generating $9m in multi-process HR services revenues in EMEA
    • U.K. multi-process HR services market is dominated by U.K.-based provider Capita, with nearly 25% market share…
    • … with Alight Solutions, Conduent, NGA HR, and DXC Technology also present
    • The APAC multi-process HR services market is led by IBM, followed by Alight Solutions, Excelity, and DXC Technology
    • The LATAM multi-process HR services market is led by U.S.-based vendors that serve multi-country contracts that include employee populations in LATAM
    • 5. Vendor Offerings
    • Cloud HR services focus on technology-oriented activities, while multi-process HR services focus on managed process support
    • Advisory services are typically leveraged by large market organizations and are often bundled with implementation services
    • Rapid deployment solutions are becoming a key part of the cloud HR services offering
    • While many vendors offer cloud HR services across different HCM platforms, there are vendors focused exclusively on one platform
    • Vendor strength for cloud HR services by platform tends to be high for one or two of the leading third-party cloud HCM platforms…
    • … with many vendors also providing cloud HR services for other third party platforms such as DXC Technology for Cornerstone OnDemand
    • Core multi-process HR services offerings focus on HR admin, payroll, benefits, recruiting and learning, with additional services extending to broader relocation and exit management offerings
    • There are three technology scenarios underlying multi-process HR services, with majority of vendors taking an agnostic platform approach
    • On the journey to the cloud, organizations typically transition through each platform evolution
    • Approximately 40% of the multi-process HR services market is operating in a cloud environment…
    • … with majority of vendor HR BPaaS capabilities strongest on Workday and SAP SuccessFactors
    • Some vendors offer proprietary portals as an alternative to cloud HCM system interfaces
    • End-to-end cloud and multi-process HR services deals are extremely rare; the core multi-process HR services bundle includes HR/workforce administration and payroll
    • The average number of services in scope within multi-process HR services contracts in 2017 was 2.7 processes
    • Vendor consolidation within the cloud HR services market has been increasingly active, with the emphasis on expanding Workday Services practices to new geographic markets
    • 6. Vendor Targeting
    • Targeting for cloud and multi-process HR services varies by each particular service, but overall tends to focus on mid & large companies
    • Vendors with agnostic platform approaches to the cloud HR services market tend to target multiple geographic regions…
    • … while platform specialists such as Zalaris and Kainos largely targeting one region
    • Cloud-based multi-process HR services contracts are primarily focused on a single country, mostly from the U.S., followed by continental Europe
    • Multi-process HR services continue to make strides with midmarket organizations due to affordability
    • All vendors’ client portfolios contain a combination of both mid and large market clients, with mid-market activity continuing to increase…
    • … the proportion of single country multi-process HR services contracts remained relatively unchanged over the last two years
    • While multi-process HR services vendors do not target by vertical, majority of vendor revenues tend to come from one to three verticals…
    • …with manufacturing and financial services as a top sectors across most vendors
    • 7. Delivery Capabilities
    • Successful delivery of cloud HR services is dependent on platform certified consultants
    • Emphasis on multi-shoring for multi-process HR services remains high to leverage lower-cost resources for non-complex transactions
    • Nearly all multi-process HR services vendors leverage offshoring…
    • … India remains the preferred offshore location…
    • … followed by the Philippines, and then China
    • Immediate delivery priorities for vendors are focused on omnichannel strategy development and expanding delivery networks
    • The application of RPA in cloud and multi-process HR services is increasing
    • Partnerships with end-to-end HCM platform vendors are essential for cloud HR services delivery
    • For multi-process HR services, partnerships exist for both service delivery and technology
    • 8. Vendor Challenges and Success Factors
    • The main inhibitor for cloud HR services is the desire to maintain the status quo and ride out previous technology investments
    • Inhibitors to Cloud HR Services
    • The assumption that operating on cloud HCM platforms is straightforward is the top inhibitor for the adoption of multiprocess HR services
    • Inhibitors to Multi-Process HR Services
    • The primary vendor challenge for cloud HR services is addressing customer apprehension about change resulting from the cloud transformation project
    • Challenges to Cloud HR Services
    • The negative connotation with legacy deals from the early 2000’s is a big hurdle for multi-process HR services vendors
    • Challenges to Multi-Process HR Services
    • The top vendor selection criteria for cloud HR services is expertise and proficiency with the desired cloud technology
    • Vendor Selection Criteria for Cloud HR Services
    • Ability to make the business case, demonstrate significant cost reduction, and create a collaborative environment are important vendor criteria for multi-process HR services
    • Vendor Selection Criteria for Multi-Process HR Services
    • Long-term success for cloud HR services vendors depends on geographic expansion
    • Critical Success Factors for Cloud HR Services
    • Establishing a value-add differentiator is critical for vendors operating in the multi-process HR services market
    • Critical Success Factors for Multi-Process HR Services
    • Appendix I: Vendors Researched for Analysis
    • Vendors Researched for Analysis – I
    • Vendors Researched for Analysis – II
    • Vendors Researched for Analysis – III
    view this reportdownload abstract

  • Next Generation Total Talent

    Sep 04, 2018 | Market Analysis by Nikki Edwards

    NelsonHall's market analysis of the total talent acquisition industry and trends consists of 54 pages. [...]

    Table of contents:

    • The Changing Shape of Total Talent Acquisition
    • Customer Requirements
    • Market Size and Growth
    • Vendor Offerings and Targeting
    • Vendor Delivery of Total Talent Acquisition
    • Challenges and Success Factors
    • Appendix I: Services Offered
    • Appendix II: Third-Party Platforms & Tools Used by Total Talent Vendors
    • Appendix III: Vendors Researched
    • Appendix IV: Abbreviations and Definitions
    view this reportdownload abstract

  • Next Generation HCM Technology

    Apr 12, 2018 | Market Analysis by Pete Tiliakos

    NelsonHall's market analysis of the cloud HCM technology market consists of 84 pages. [...]

    Table of contents:

    • Changing Shape of HCM Technology
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings
    • Vendor Targeting
    • Delivery Capability
    • Vendor Challenges and Success Factors
    • Appendix I – Vendors Researched
    • Appendix II – Glossary and Definitions
    view this reportdownload abstract

  • Payroll Services - Client Expectation Analysis

    Apr 12, 2018 | Market Analysis by Pete Tiliakos

    NelsonHall's client expectation analysis of Payroll Services consists of 40 pages. [...]

    Table of contents:

    • Executive Summary
    • Client Demographics
    • Payroll Services Usage and Satisfaction
    • Payroll Services Benefits
    • Vendor Approach To Benefit Delivery
    • Customer Satisfaction With Vendor Performance
    • Vendor Ability To Meet Clients’ Future Requirements
    • Key Considerations for Success
    view this reportdownload abstract

  • Next Generation Learning BPS: Catalog Approach v. Collaborative Approach

    Apr 06, 2018 | Market Analysis by Amy Gurchensky

    NelsonHall's market analysis of the next generation learning BPS industry consists of 76 pages. [...]

    Table of contents:

    • Changing Shape of Learning BPS
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings
    • Vendor Targeting
    • Delivery Capabilities
    • Vendor Challenges and Success Factors
    • Appendix I: Vendors Researched for Analysis
    view this reportdownload abstract

  • Next Generation Recruitment Process Outsourcing

    Jan 09, 2018 | Market Analysis by Nikki Edwards

    NelsonHall's market analysis of the next generation recruitment process outsourcing industry and trends consists of 98 pages. [...]

    Table of contents:

    • Changing Shape of Recruitment Process Outsourcing
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • Vendor Delivery in Recruitment Process Outsourcing
    • Challenges and Success Factors
    • Appendix I: Services Offered
    • Appendix II: Third-Party Platforms & Tools Used by RPO Vendors
    • Appendix III: Vendors Researched
    • Appendix IV: Abbreviations and Definitions
    view this reportdownload abstract

  • Next Generation Payroll Services

    Oct 31, 2017 | Market Analysis by Pete Tiliakos

    Watch video
    NelsonHall's market analysis of the next generation payroll services outsourcing industry and payroll trends consists of 109 pages.  [...]
    view this reportdownload abstract

  • Next Generation Benefits Administration in North America: Benefits Optimization

    Oct 30, 2017 | Market Analysis by Amy Gurchensky

    Watch video
    NelsonHall's market analysis of the North American next generation benefits administration industry and trends has a focus on benefits optimization and consists of 85 pages. [...]
    view this reportdownload abstract

  • Next Generation Multi-Process HR Services: Intelligent Technologies v. Cloud Based HR Services

    Jul 26, 2017 | Market Analysis by Amy Gurchensky

    Watch video
    NelsonHall's market analysis of the multi-process HR services industry and multi-process HR services trends consists of 77 pages. [...]
    view this reportdownload abstract
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featured blog posts on
HR Technology & Services:

  • AGS Takes QUANTUM Leap in the Workforce Acquisition Framework Space

    Oct 16, 2018, by Nikki Edwards

      Earlier this month, Allegis Global Solutions (AGS) launched the QUANTUM Platform™ to the U.S. market.  QUANTUM is a workforce acquisition (WA) framework comprising a total talent strategy, a sourcing methodology, and a technology platform all in one. 18 months in the making,[...]

    read post

  • HCM & Payroll Integration: A Look at CloudPay Connect 2.0

    Oct 09, 2018, by Pete Tiliakos

      As organizations of all sizes continue to re-evaluate and address legacy HR and payroll systems and processes en route to enhanced digital operating models, cloud-based applications are increasingly being selected as the vehicle for HR transformation. With the introduction and increasi[...]

    read post

  • Highlights from Workday Rising 2018 (vlog)

    Oct 08, 2018, by Pete Tiliakos

      Pete Tiliakos presents a round-up of the latest developments from Workday and the key discussion points from the Workday Rising annual user conference held in Las Vegas, Nevada.[...]

    read post

  • Cielo: Latest Developments & RPO Growth in Latin America

    Oct 04, 2018, by Gary Bragar

      Last week, I attended Cielo’s annual analyst event, held at its service center in Buenos Aires, Argentina. Here I round up the latest high-level developments at the RPO vendor, then take a closer look at its Latin American business. Latest developments & 2020 roadmap Ci[...]

    read post

  • Advances in HR Tech: The View from The Strip

    Sep 19, 2018, by Pete Tiliakos

      This past week, I attended two HR events at opposite ends of the Las Vegas strip: HR Technology conference and SuccessFactors’ SuccessConnect client event. Together, they attracted ~14k HR leaders, practitioners, vendors, analysts, thought leaders, and clients, and had the common[...]

    read post 1 comments
view all blog posts

latest blog posts on
HR Technology & Services:

  • AGS Takes QUANTUM Leap in the Workforce Acquisition Framework Space

    Oct 16, 2018, by Nikki Edwards

      Earlier this month, Allegis Global Solutions (AGS) launched the QUANTUM Platform™ to the U.S. market.  QUANTUM is a workforce acquisition (WA) framework comprising a total talent strategy, a sourcing methodology, and a technology platform all in one. 18 months in the making,[...]

    read post

  • HCM & Payroll Integration: A Look at CloudPay Connect 2.0

    Oct 09, 2018, by Pete Tiliakos

      As organizations of all sizes continue to re-evaluate and address legacy HR and payroll systems and processes en route to enhanced digital operating models, cloud-based applications are increasingly being selected as the vehicle for HR transformation. With the introduction and increasi[...]

    read post

  • Highlights from Workday Rising 2018 (vlog)

    Oct 08, 2018, by Pete Tiliakos

      Pete Tiliakos presents a round-up of the latest developments from Workday and the key discussion points from the Workday Rising annual user conference held in Las Vegas, Nevada.[...]

    read post

  • Cielo: Latest Developments & RPO Growth in Latin America

    Oct 04, 2018, by Gary Bragar

      Last week, I attended Cielo’s annual analyst event, held at its service center in Buenos Aires, Argentina. Here I round up the latest high-level developments at the RPO vendor, then take a closer look at its Latin American business. Latest developments & 2020 roadmap Ci[...]

    read post

  • Advances in HR Tech: The View from The Strip

    Sep 19, 2018, by Pete Tiliakos

      This past week, I attended two HR events at opposite ends of the Las Vegas strip: HR Technology conference and SuccessFactors’ SuccessConnect client event. Together, they attracted ~14k HR leaders, practitioners, vendors, analysts, thought leaders, and clients, and had the common[...]

    read post 1 comments
view all blog posts

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