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Intelenet - Multi-channel CMS: Delivering Digital Customer Experience

Vendor Analysis

by Ivan Kotzev

published on Jun 15, 2017

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Report Overview:

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

Intelenet Global Services (Intelenet) is a private company, founded in 2001 and headquartered in Mumbai.  

Intelenet employs ~55k staff across 70 delivery centers in eight countries, supporting ~105 CMS clients in 50 languages. It provides CMS, F&A, knowledge services, and technology services such as infrastructure management.  

Intelenet supports voice and digital channels with a focus on text based channels, and has developed a suite of proprietary tools for multi-channel delivery. 

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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