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Conduent (formerly Xerox Services) - Multi-channel CMS: Delivering Digital Customer Experience

Vendor Analysis

by Ivan Kotzev

published on Jan 27, 2017

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Report Overview:

This NelsonHall vendor assessment analyzes Conduent's (formerly Xerox Services) 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 Conduent (formerly Xerox Services) is a comprehensive assessment of Conduent’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 Conduent’s 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:

As of January 3, 2017, Xerox is splitting into two publicly trading  subsidiaries: Xerox for its document technology business (with ~$11bn  revenues), and Conduent (formerly Xerox Services) for business process services. 

Conduent Inc. (Conduent) is a $6.7bn BPS company headquartered in Basking Ridge, NJ, U.S. which is taking over the assets of Xerox Services' BPS division. It has 93k employees and provides customer care services, human resources and learning services, payment services, transaction processing services, transportation services, finance and accounting, and legal business services. 

Conduent has ~54k CMS agents in over 160 contact centers in 26 countries, supporting over 30 languages. It has ~400 CMS clients.  

It delivers customer care, technical support, sales, retention, loyalty and promotion management, as well as collection services over multichannel. It also provides content development, digitization, analytics, and customer experience consulting with a channel optimization focus. 

Table of contents:

Table of contents:

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

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