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Aegis - Multi-Channel CMS: Delivering Digital Customer Experience

Vendor Analysis

by Ivan Kotzev

published on Dec 19, 2016

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Report Overview:

This NelsonHall vendor assessment analyzes Aegis' offerings and capabilities in Multi-Channel CMS.

Who is this Report for:

NelsonHall’s Multi-channel Customer Management Services (CMS): Delivering Digital Customer Experience 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 multi-channel 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:

The majority of Aegis' services are customer care managed services, offered over multi-channels such as voice, email, chat, and social media. Across customer care, technical support and revenue generation services, voice support remains the largest share. However, Aegis has a range of clients utilizing its social media monitoring and engagement capabilities, as well as its mobile app development and web self-service capabilities.  

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