Latest Research
NelsonHall has recently published:
- German Payments BPO Industry Assessment and Forecast
- Targeting Customer Management Services
- Targeting Benefits Administration in North America
- Assessing Remote Infrastructure Management
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BPO Market Will Continue to Gain Momentum in 2008
by John Willmott
NelsonHall's BPO Index for 2007 shows that the BPO market is prospering with year-on-year TCV (total contract value) growth of 147% and that the leading indicators for BPO in 2008 are strong.
[read full article]Banks Will Accelerate Disposal of Captive Operations While Continuing to Leverage KPO
by Andy Efstathiou
The credit problems banks have faced in 2007 will not subside in 2008. The range of issues that this phenomenon impacts is wide. We believe, based on our interviews with banks and vendors that credit problems will make the following significant changes in banking operations in 2008......
[read full article]Emerging Markets Will be Main Focus of Life BPO Activity in 2008
by Charles Juniper
While life and annuities BPO activity will grow steadily in the U.S. during 2008, the focus of growth within the life BPO market will switch from Europe to emerging markets in Asia......
[read full article]Absence and Disease Management Drive Growth in North American Benefits Administration Market
by Katharina Grimme
The market for benefits administration in North America is well-established and mature, especially in pensions administration, which accounts for about half of its size. But there are still significant growth opportunities driven by organizations' need to reduce and control healthcare administration costs, and provide value-added services (such as healthcare information or decision support tools) to employees.
[read full article]Enhanced Security and Analytical Capabilities Will be Key to CMS Delivery in 2008
by Suvradeep Bhattacharjee
Vendors will continue to fine tune their CMS delivery capability during 2008 with a strengthening in nearshore delivery locations and home agent services. At the same time, there will be a requirement for stricter security standards and enhanced customer analytic services in support of customer retention and growth....
[read full article]Indian Vendors Have Most Clearly Defined Offerings for Remote Infrastructure Management
by Katy Ring
NelsonHall's latest ITO study reveals that experienced client organizations are increasingly interested in sourcing smaller, selective IT infrastructure deals in an effort to squeeze further costs out and get more flexible service improvement - and the Indian vendors are in pole position because they have the most clearly defined offerings.
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Capita Strengthens Grip on U.K. Life & Pensions BPO Market
by Charles Juniper
In November and December 2007, NelsonHall identified 191 contracts worldwide. Sixty three of these were BPO contracts, with the stand-out contract being Capita's 15-year, £722m deal with Prudential U.K. for life and pensions policy administration services.
[read full article]Accenture Builds Defense Capability, Teleperformance Looks to U.S. Hispanic Market
by Rachael Stormonth
In November and December 2007, forty eight M&A announcements were made by vendors tracked by NelsonHall. These included key acquisitions by Accenture and Teleperformance. Elsewhere, while geographic expansion remains a common theme, there was considerable activity aimed at building capability in the payments industry, and in enhancing analytics capabilities.
[read full article]Reported Revenue Growth Averages 9.5%
by Eamonn Kennedy
In November and December 2007, forty nine of the vendors tracked by NelsonHall announced financial results. The average revenue growth announced by these companies was 9.5%.
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NelsonHall Launches BPO Executive Briefings Service
by Howard Spode
NelsonHall has launched a BPO Executive Briefings service as a key part of its advisory offerings to buy-side organizations.
[read full article]Meet NelsonHall at The 12th Annual Shared Services Week
by Tony West
NelsonHall will be at The 12th Annual Shared Services Week between March 31 and April 4, 2008 and would be pleased to meet with you there to discuss sourcing issues and opportunities.
[read full article]Meet NelsonHall at ACI's KPO Summit
by Tony West
Andy Efstathiou of NelsonHall will be presenting NelsonHall's latest research on Knowledge Process Outsourcing (KPO) at the American Conference Institute's KPO Summit on April 29-30, 2008.
[read full article]Meet NelsonHall at EUCI's 5th Annual Outsourcing for Utilities Conference
by Tony West
NelsonHall will be presenting on "Alternative Approaches to BPO for Utilities" at the EUCI's 5th Annual Outsourcing for Utilities conference on February 25-26, 2006.
[read full article]NelsonHall Undertakes Research into Business-Oriented Metrics for NOA
by John Willmott
NelsonHall has completed a study into the application of business-oriented metrics on behalf of the NOA. The results were also presented at The NOA Outsourcing Summit.
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Integration - The Forgotten BPO Process
Robert Zahler, Partner, Pillsbury Global Sourcing.
The role of BPO contract administration, and specifically the integration of multiple sub-contracted services, is an essential function that is often forgotten.
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