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Webhelp - CMS in Telecommunications/Cable/Satellite

Vendor Analysis

by Vicki Jenkins

published on Nov 19, 2014

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Report Overview:

Webhelp Group (Webhelp) is a French-headquartered private company that was founded in 2000 by Frédéric Jousset and Olivier Duha. It initially offered real-time online assistance for customers new to using the internet. In addition to internet clients, it now supports telecommunications, cable, satellite and retail clients.

Who is this Report for:

NelsonHall's CMS in telecommunications/cable/satellite industry sector profile on Webhelp is a comprehensive assessment of Webhelp's telecommunications/cable/satellite sector customer management services (CMS) offerings and capabilities, designed for:

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

Key Findings & Highlights:

Globally, it has 58 locations across 17 countries, with ~22k employees supporting 150 clients.

Webhelp has ~20 CMS telecommunications/cable/satellite clients: eight based in France, eight based in the U.K., one based in Monaco and one in the Netherlands.

The majority of Webhelp's CMS telecommunications/cable/satellite are based in Europe. The company provides CMS in support in a range of offerings including:

  • Customer care
  • Technical support
  • Sales
  • Analytics
  • Billing/collections.

Webhelp has delivery centers in support of its telecommunications/ cable/satellite customers in the U.K., France, South Africa, India, Netherlands, Morocco, Romania, and Madagascar.

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Delivery Centers for Telecommunications/cable/satellite clients
  • 4.1 Partnership
  • 4.2 Technology
  • 4.3 Pricing
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • 7.1 Strengths
  • 7.2 Challenges
  • Outlook

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