Vendor Analysis
published on Dec 19, 2016
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.