CMS Vendor Assessments
NelsonHall produces detailed assessments of contact center and customer service outsourcing vendors, to assist buyers in understanding supply-side capabilities, and to help the vendors themselves understand the positioning and strengths of their potential bid partners.
These assessments are produced in conjunction with each of NelsonHall's customer management services market analyses. Each assessment provides comprehensive analysis of the vendor's:
- Service offerings
- Organizational structure and delivery capability
- Target markets and key clients
- Partnerships
- Financial performance
- Strategy
- Strengths, weaknesses, and outlook.
Browse current vendor assessments
August 2008 | Vendor Analysis by John Willmott The study consists of 34 pages and provides detailed profiles of 10 service providers offering CMS services to the high-tech sector. It accompanies a separate market assessment of these services, published by NelsonHall on July 6, 2008 July 2008 | Vendor Analysis by Suvradeep Bhattacharjee This assessment of Teleperformance's customer management services capabilities consists of 33 pages. Teleperformance is looking to improve its operating margin by streamlining its operating structures through the ongoing expansion of home based, offshore and near-shore service delivery and by charging higher prices for customized services delivered by experienced agents in a secure environment. 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. March 2008 | Vendor Analysis by Suvradeep Bhattacharjee This assessment of customer management services specialist Aditya Birla Minacs consists of 11 pages. The acquisition of Minacs Worldwide in July 2006 transformed TransWorks into a global player with c. 11,000 agents and operations in India, U.S., Canada, U.K. and Germany. The merged company, now called Aditya Birla Minacs, has global revenues of c. $283m. This acquisition was aimed at building scale and strengthening TransWorks capabilities in automotive and technology/telecom sectors in North America. March 2008 | Vendor Analysis by Suvradeep Bhattacharjee This assessment of Firstsource's capabilities consists of 10 pages. Firstsource aspires to become the top offshore BPO player in India providing customer management services to the healthcare, financial services and telecom sectors in the U.S., U.K. and India.
CMS in High-Tech: Vendor Landscape
Teleperformance
EDS - Customer Management Services
Aditya Birla Minacs
Firstsource
Upcoming vendor assessments
Financial Services CMS Vendor Assessments
NelsonHall will shortly be publishing its "Financial Services Customer Management Services Vendor Landscape", providing details of the approaches, capabilities and strengths and weakness of the key customer managements services vendors providing services that employ process and industry knowledge specific to the financial services sector to support customer retention and cross-selling activities.
Further coverage
NelsonHall would be pleased to learn about your interests and requirements. If there are further vendors that you would like NelsonHall's Customer Management Services program to cover, please contact NelsonHall.
