BPO Insight is a FREE monthly overview of the latest BPO research and developments.
Sourcing Expertise
BPO Market Development
The BPO Market Development program provides an overview of BPO industry developments and the issues and requirements of service buyers. It provides timely identification of changes in market opportunity and service delivery mechanisms.
HR Outsourcing
NelsonHall's HR Outsourcing Program provides expert support and advice to organizations considering, or actively engaged in, the outsourcing of all or part of their HR function.
F&A Outsourcing
NelsonHall's F&A Outsourcing Program provides expert support and advice to organizations considering, or actively engaged in, the outsourcing of all or part of their finance and accounting function.
Procurement Outsourcing
NelsonHall's Procurement Outsourcing Program provides expert support and advice to organizations considering, or actively engaged in, the outsourcing of all or part of their procurement function. The program also supports organizations engaged in document management outsourcing.
Customer Management Services
NelsonHall's Customer Management Services Program is designed for organizations considering, or actively engaged in, the outsourcing or relocation of all or part of their customer management or contact center function.
Banking Sourcing
NelsonHall's Banking Sourcing Program is designed for organizations considering, or actively engaged in, the outsourcing of banking industry-specific processes such as payments, loans, or securities processing.
Insurance Sourcing
NelsonHall's Insurance Sourcing Program is designed for organizations considering, or actively engaged in, the outsourcing of insurance industry-specific processes such as policy servicing, and claims and new business processing.
IT Outsourcing
NelsonHall's IT Outsourcing Program is a dedicated service for organizations evaluating, or actively engaged in, the outsourcing of elements of their IT operations or systems development and support functions.
Key Vendor Assessments
NelsonHall's Vendor Assessment Service is dedicated to providing the most in-depth and insightful analysis of the world's leading IT service vendors to enable our clients to identify shortlists based on detailed evidence of vendor capability.
Tracking Service
NelsonHall's Tracking Service is a news and article search facility that enables our clients to keep abreast of key industry developments that impact their sourcing decisions.
Recent Market Analyses
NelsonHall's market analyses are detailed, evidence-based evaluations of current markets based on our own extensive primary research. They are unrivalled in the depth of analysis provided.
April 2008 | Market Analysis by Rachael Stormonth An analysis of procurement outsourcing given as the keynote presentation at the Procurecon conference. The presentation consists of 25 slides. The analysis includes: April 2008 | Market Analysis by Rachael Stormonth This presentation of 19 slides analyzes the usage of knowledge process outsourcing (KPO) and was given at OutsourceWorld. The presentation covers where KPO can be applied and how KPO is delivered. April 2008 | Market Analysis by Charles Juniper This analysis of global life, pensions, and annuities BPO consists of 38 slides. The analysis covers: April 2008 | Contract Analysis by John Willmott BPO Index is an ongoing monitor of the health of the BPO market. Analyzes developments in contract activity within the global BPO market during the past 12-months, and key contracts and developments in Q1 2008 to identify the direction of, and opportunities in, the BPO market in 2008. March 2008 | Market Analysis by Randle Havens This study of 34 pages assesses the means of achieving successful F&A outsourcing. In particular, the study uses a combination of user interviewing and vendor research to establish success factors in each of the following outsourcing stages: NelsonHall's report on effective F&A outsourcing is designed for executives in purchasing organizations seeking an understanding of how to implement successful F&A outsourcing services. March 2008 | Market Analysis by Suvradeep Bhattacharjee This market analysis of the use of customer management services is published within NelsonHall's CMS program and consists of 51 slides. The contents include:
Procurement Outsourcing Market Attitudes
The Rise of Knowledge Process Outsourcing
Targeting Life & Pensions Insurance BPO
BPO Index: April 2008
Effective F&A Outsourcing
Targeting CMS in Financial Services
Recent Vendor Analyses
NelsonHall's vendor assessments are based on multiple interviews with senior vendor executives over a period of many years, and are updated regularly to ensure accuracy and timeliness of information.
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EDS
May 2008 | Vendor Analysis by Rachael Stormonth
This analysis of EDS's customer management services offerings and capabilities consists of 19 pages.
With new leadership of CRM globally and a revamp of the CRM outsourcing portfolio, EDS is looking to reposition away from commoditized CMS activity to win complex, large scale CMS BPO engagements, including those with a greater emphasis on crosselling and up-selling, multi-vendor management requirements, and contact center technology transformation elements.
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Atos Origin
April 2008 | Vendor Analysis by Eamonn Kennedy
This assessment of Atos Origin consists of 79 pages.
Following the introduction of the "3-0-3" Transformation Plan and new top-level management appointments at Atos Origin, there appear to be fundamental disagreements over the company's best strategic direction, and actions by sizeable investors may frustrate management's intended actions.
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Tata Consultancy Services
April 2008 | Vendor Analysis by Eamonn Kennedy
This vendor assessment of Tata Consultancy Services consists of 65 pages.
Where for the last few years Tata Consultancy Services (TCS) stated target has been a Top 10 (c. $10Bn revenues) position by 2010, the company now has a goal of $20Bn revenues, without reducing margins.
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Convergys HR Management
April 2008 | Vendor Analysis by John Willmott
This assessment of Convergys HR Management analyzes Convergys's multi-process HR outsourcing offerings and capabilities and consists of 14 pages.
Convergys HR Management is now consolidating its transition to "second generation" HR BPO services; offering a more standardized HRO BPO utility service to organizations.
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IBM Global Services
April 2008 | Vendor Analysis by Eamonn Kennedy
IBM has reorganized IBM Global Services (IGS) into Global Business Services (GBS) and Global Technology Services (GTS). One outcome of this reorganization was to integrate more closely its application management business with its business consultancy services within GBS. In GTS, IBM has applied its manufacturing heritage to productize its service offerings, many of which are infrastructure-related.
This assessment of IBM Global Services consists of 101 pages.
Tracking Service
Use NelsonHall's Tracking Service database tracks in excess of 300 vendors worldwide to assist you in keeping up-to-date with key industry developments .
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BancTec Partners with TDX Group to Offer IVA Processing
May 14, 2008
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Genpact Announces Q1 2008 Revenues Up 33% to $234m
May 14, 2008
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Logica Announces Q1 2008 Revenues Up 3.6% Pro Forma to L856m
May 14, 2008
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HP Acquires EDS for $13.9Bn to Enhance its Outsourcing Business
May 13, 2008
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HP Acquires EDS for $13.9Bn to Strengthen Services Portfolio
May 13, 2008
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Capita Awarded Contract to Extend Use of Voice Risk Analysis by Department for Work and Pensions
May 09, 2008
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EDS Awarded Customer Management Services Contract by U.S. Department of Veterans Affairs
May 09, 2008
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IBM Awarded 5-Year IT Outsourcing Contract Extension by Hertz
May 09, 2008
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Administaff Launches Online Resource for SMBs
May 08, 2008
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CSC Awarded $413m Applications Management Contract by TDC
May 08, 2008
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Digital River Awarded Contract for e-Commerce Support Services by Aspyr Media, Inc.
May 08, 2008
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Intec Awarded Contract for Interconnect Billing Software by Corporación Digitel
May 08, 2008
Report Purchases
For further details of individual market or vendor analyses published by NelsonHall, please contact Rob Hughes
Meet NelsonHall at the FAO Summit in New York on June 3, 2008
NelsonHall will be chairing a panel discussion on best practices in F&A outsourcing at the FAO Summit in New York on June 3rd and would be pleased to meet with you there to discuss sourcing issues and opportunities related to F&A outsourcing or BPO in general.
To arrange an informal discussion, please contact Tony West on +1 617 663 5737
For more information on the FAO Summit, visit http://www.faosummit.com/
