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Sutherland - CMS in Telecommunications

Vendor Analysis

by Vicki Jenkins

published on Apr 27, 2017

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Report Overview:

This NelsonHall vendor assessment analyzes Sutherland's offerings and capabilities in CMS in Telecommunications. 

Who is this Report for:

NelsonHall’s CMS in telecommunications industry sector profile on Sutherland is a comprehensive assessment of Sutherland’s telecommunications sector customer management services (CMS) offerings and capabilities, designed for: 

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

Key Findings & Highlights:

Sutherland Global (Sutherland) is a privately held firm headquartered in Rochester, New York. The company started operations in 1986. as a customer management services (CMS) provider.  Across all industries, it employs ~40k globally, and operates ~60 locations in 19 countries, working in 21 languages.  

Sutherland is an integrated BPS provider, working with clients across front and back-office services, supporting both consumers and enterprise clients. In 2014, Sutherland gained funding from TPG; NelsonHall estimates that TPG owns ~35% of Sutherland.  

Telecommunications is Sutherland's largest sector and was one of its initial sectors of support for the company. Sutherland is focused on the following sectors: technology, telecommunications, BFSI, healthcare/government, retail/ecommerce, and travel/ transportation/logistics.

In 2016, Sutherland acquired San Ramon, CA based Nuevora, a firm that delivers analytics-as-a-service, closed-loop predictive and prescriptive big data marketing analytics solutions to simplify customer data into actionable information.  

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