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Wipro - CMS in Retail Banking

Vendor Analysis

by NelsonHall Analyst

published on Feb 05, 2014

Access to this report is restricted to logged in clients with access. Login to get full access

Report Overview:

Wipro is a publicly-held company headquartered in Karnataka, India. Wipro is a global technology, consulting and operations outsourcing services company. It entered the BPO space with the acquisition of Spectramind in 2002-2003 and has retained a strong focus on customer management services (CMS) within its BPO business.

Who is this Report for:

NelsonHall's CMS in retail banking industry sector profile on Wipro is a comprehensive assessment of Wipro's retail banking sector customer management services (CMS) offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the retail banking sector 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 retail banking sector CMS offerings, 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 retail banking sector customer base, including the company's targeting strategy and examples of current contracts
  • Analysis of the company's retail banking sector CMS offerings and key service components
  • Analysis of the company's delivery organization including the geography of delivery locations used for retail banking sector clients.




Key Findings & Highlights:

Current Wipro CMS retail banking clients include:

  • U.K. based banking group
  • U.S. based mortgage servicing company.

Wipro is currently offering the following services to retail banking clients:

  • Overall customer care including voice/IVR & non-voice customer care support (secured messaging)
  • Core banking-related services:
    • account enquiries
    • customer service for billing queries
    • fraud management/investigations
    • technical support
  • Credit card-related services:
    • customer care
    • collections
    • fraud management/investigations
    • dispute correspondence
    • technical support
  • Mortgage-related services:
    • customer care
    • loan servicing
    • payment processing
    • collections.

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