Vendor Analysis
published on Nov 07, 2012
Report Overview:
This NelsonHall vendor assessment analyzes Capgemini's offerings and capabilities in Customer Management Services. Capgemini is one of a number of Customer Management Services companies analyzed in NelsonHall's comprehensive industry analysis programs.
Who is this Report for:
NelsonHall's customer management services profile on Capgemini is a comprehensive assessment of Capgemini's customer management services offerings for organizations and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of customer management services (CMS) to serve organizations 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 Capgemini's customer management services, 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 customer base including the company's targeting strategy and examples of current contracts
- Key client case studies
- 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:
Capgemini brands its CMS service "Customer Operations Management" (COM) and organizes it into three competency domains:
- Interaction Management, comprising multi-channel contact center and social media services.
- Insight Management, comprising trade promotion/category management analytics, smart energy analytics, and social and voice analytics
- Information/Content Management, comprising digital marketing services, social content management, and service manual management.
Capgemini has six contact centers globally. There locations are:
- Two centers in U.S.
- One center in Guatemala
- Two centers in Poland
- One center in India
Capgemini has two priority verticals for its COM services: CPG (including media) and Utilities.
