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WNS- Multi-channel CMS: Delivering Digital Customer Experience

Vendor Analysis

by Ivan Kotzev

published on Jan 05, 2017

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Report Overview:

This NelsonHall vendor assessment analyzes WNS' 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 WNS is a comprehensive assessment of WNS’ 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 WNS’ 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:

WNS provides customer care and technical support over voice and digital channels, including industry-specific services such booking and  reservations. In sales, it delivers inbound and outbound sales over voice,  as well as cross-sell and up-sell via digital channels. In retention services, it offers referral campaign management, loyalty and rewards programs over multichannel, while its collections services are delivered over voice. 

Table of contents:

Table of contents:

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

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