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Service Line Definitions

Contains NelsonHall's BPS service line definitions covering all front-office, industry-specific, and back-office BPS services.

service line definitions

Wipro - Customer Management Services

Vendor Analysis

by Ivan Kotzev

published on Jun 27, 2016

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Report Overview:

This NelsonHall vendor assessment analyzes Wipro's offerings and capabilities in customer management services.

Who is this Report for:

NelsonHall’s customer management services (CMS) profile on Wipro is a comprehensive assessment of Wipro’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 Wipro’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:

Wipro entered the BPS space in 2002 with the acquisition of Spectramind for ~$93m. Since then, Wipro has been expanding its BPS business organically and through acquisitions to include F&A, procurement, healthcare administration, HRO, legal process services, digital content creation and marketing, and analytics.  

It offers customer management services in:

  • Customer care 
  • Sales
  • Technical support
  • Fulfillment and back-office
  • Analytics. 

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