Vendor Analysis
published on Feb 05, 2014
Report Overview:
Wipro is a publicly-held company headquartered in Karnataka, India. Wipro is a global technology, consulting and operations outsourcing services company. It entered the BPO space with the acquisition of Spectramind in 2002-2003 and has retained a strong focus on customer management services (CMS) within its BPO business.
Who is this Report for:
NelsonHall's CMS in retail banking industry sector profile on Wipro is a comprehensive assessment of Wipro's retail banking sector customer management services (CMS) offerings and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the retail banking 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 Wipro's retail banking sector CMS 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 retail banking sector customer base, including the company's targeting strategy and examples of current contracts
- Analysis of the company's retail banking sector CMS offerings and key service components
- Analysis of the company's delivery organization including the geography of delivery locations used for retail banking sector clients.
Key Findings & Highlights:
Current Wipro CMS retail banking clients include:
- U.K. based banking group
- U.S. based mortgage servicing company.
Wipro is currently offering the following services to retail banking clients:
- Overall customer care including voice/IVR & non-voice customer care support (secured messaging)
- Core banking-related services:
-
- account enquiries
- customer service for billing queries
- fraud management/investigations
- technical support
- Credit card-related services:
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- customer care
- collections
- fraud management/investigations
- dispute correspondence
- technical support
- Mortgage-related services:
-
- customer care
- loan servicing
- payment processing
- collections.
