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Concentrix - Transforming Customer Management Services through Analytics

Vendor Analysis

by Ivan Kotzev

published on Oct 04, 2016

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Report Overview:

This NelsonHall vendor assessment analyzes Concentrix's offerings and capabilities in transforming CMS through analytics.

Who is this Report for:

NelsonHall’s Transforming Customer Management Services (CMS) Through Analytics profile on Concentrix is a comprehensive assessment of Concentrix’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 Concentrix’s CMS analytics 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:

In August 2016, SYNNEX completed the acquisition of the Minacs Group Pte. for an estimated $420m, adding 35 delivery centers in ten countries,  with ~15k seats, ~21k employees, and 50 clients to Concentrix’s portfolio. 

The company offers CMS analytics as both embedded and standalone services. 

Concentrix offers analytics in customer management services in:

  • Data management 
  • Reporting
  • Analytics
  • Predictive and prescriptive analytics
  • CX consulting and process optimization
  • Marketing analytics. 

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Concentrix Offerings
  • Minacs Offerings
  • Delivery Capability and Partnerships
  • Delivery Capability
  • Platforms and Intellectual Property
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Strengths
  • Challenges
  • Outlook

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