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Capgemini - Customer Management Services

Vendor Analysis

by NelsonHall Analyst

published on Nov 07, 2012

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Report Overview:

This NelsonHall vendor assessment analyzes Capgemini's offerings and capabilities in Customer Management Services. Capgemini is one of a number of Customer Management Services companies analyzed in NelsonHall's comprehensive industry analysis programs.

Who is this Report for:

NelsonHall's customer management services profile on Capgemini is a comprehensive assessment of Capgemini's customer management services 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 Capgemini's customer management services, 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:

Capgemini brands its CMS service "Customer Operations Management" (COM) and organizes it into three competency domains:

  • Interaction Management, comprising multi-channel contact center and social media services.
  • Insight Management, comprising trade promotion/category management analytics, smart energy analytics, and social and voice analytics
  • Information/Content Management, comprising digital marketing services, social content management, and service manual management.

Capgemini has six contact centers globally. There locations are:

  • Two centers in U.S.
  • One center in Guatemala
  • Two centers in Poland
  • One center in India

Capgemini has two priority verticals for its COM services: CPG (including media) and Utilities.


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