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Compendium 2016
Contact Center Outsourcing (CCO)
Market Report August 2016
EGR-2016-1-R-1878
Market Vista
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providers industry tracking reports also available
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EGR-2016-1-R-1878
Table of contents
(page 1 of 2)
Topic
Page no.
7
8
10
11
12
13
14
19
24
29
34
39
44
49
54
59
64
69
74
79
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
Table of contents
(page 2 of 2)
Topic
Page no.
84
89
94
99
104
109
114
119
124
129
134
139
144
149
154
Appendix
Glossary of key terms
CCO research calendar
References
159
160
162
163
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
Contents
Appendix
Strategy
Value-added services
Operational services
Strategy
Channel management
Customer analytics
Customer retention management
Performance management & reporting
Outbound sales services
Inbound sales services
Order fulfillment and transaction processing
Payment collections
Customer service
Customer interaction technology
Everest Group defines the CCO market to include engagements that primarily support all forms of direct & indirect (or in
support of direct) interactions with customers, external & internal to the buyer organization, involving a structured multichannel and remote communication environment
CCO does not include contact center services embedded within the scope of outsourcing engagements targeting processes
other than customer care such as IT Outsourcing (ITO) or Human Resources Outsourcing (HRO)
Source:
Strategy
Value-added services
Operational services
Strategy
Channel management
Channel mix
Customer data integration and
analysis
Contact handling and routing
Customer analytics
Customer profiling and
segmentation
Big data / social media
monitoring and analysis
Customer satisfaction tracking
Channel management
Customer analytics
Customer retention management
Performance management & reporting
Outbound sales services
Inbound sales services
Order fulfillment and transaction processing
Payment collections
Customer interaction
technology
Technology adoption strategy
Solution hosting, maintenance,
and support
Outbound sales
services
Outbound sales
Telesales
Telemarketing
Data management
Data collection
Data cleansing
and refresh
Inbound sales
services
Inbound sales
Cross- / up-selling
Customer retention
management
Customer lifecycle management
Customer experience
management
Loyalty programs
Customer service
Customer interaction technology
Payment collections
Early-stage collections
Channel identification
Customer loyalty
maintenance
Late-stage collections
Customer-at-risk analysis
Customized treatment
plan
Customer service
Outbound service
Query resolution / call-backs
Inbound service
Technology support / helpdesk
Service support
Complaint handling
Call escalation
General query handling
Schedule-related enquiries
General product or service
information requests
9
IT+BPO players
BPO pure-plays
10
Growth rate
(2014-2015)
Teleperformance
~3.7
Convergys
~3.0
Atento
~2.0
Sitel
CCO specialists
~1.4
Sykes
~1.3
<5%
~1.0
<5%
EGS
~1.0
<5%
Contax
~0.9
<5%
Webhelp
~0.8
10-15%
HPE
Dell
1
Source:
Sutherland
Sutherland witnessed an
above-industry growth on the
back of winning new client
logos and renewing existing
contracts
<5%
~0.6
~0.5
5-10%
~1.6
Capita
<5%
~0.7
Xerox
BPO pure-plays
95-100%
TeleTech
Transcom
<5%
15-20%
~1.2
Teleperformance and
Convergys are by far the
biggest CCO service
providers, being the only two
with revenue of US$3 billion or
more
<5%
~1.3
Growth rate
<5%
Concentrix
Alorica
IT+BPO players
<5%
XX%
~1.1
~0.8
<5%
5-10%
10-15%
Aegis
~0.5
<5%
Firstsource
~0.5
<5%
11
percentile
High
Leaders
Teleperformance
Convergys
Xerox
Capita
Concentrix
TeleTech
EGS
Alorica Sitel
Webhelp Sykes
Sutherland Global Services
Transcom
Dell
HGS
Aegis
Minacs
Wipro
HPE
Major Contenders
Firstsource
EXL
TCS
Intelenet
Genpact
HCL
WNS
Tech Mahindra
CGI
Conduit
Global
Knoah
Low
Low
Hexaware
75th percentile
Atento
Contax
25th percentile
Market success
(Revenue, number of clients, and revenue growth)
Leaders
Major Contenders
Aspirants
Star Performers
Infosys
Aspirants
25th percentile
High
Source:
Service providers scored using Everest Groups proprietary scoring methodology given on page 18
Assessment for Atento, Capita, Contax, Convergys, and Sykes excludes service provider inputs on this particular study, and is, therefore, based on Everest
Group estimates, which leverage our proprietary Transaction Intelligence (TI) database, service providers ongoing coverage, public disclosures, and interaction
with buyers
Everest Group (2016)
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
12
Contents
Appendix
13
Aegis (page 1 of 5)
CCO overview
Company overview
Aegis is a global outsourcing and technology company focusing on
business outcomes and customer experiences across all touch-points
and channels. Aegis provides a suite of solutions from strategy and
design to implementation and execution. This helps global brands
deliver seamless customer experiences. Aegis operates in 43
locations across nine countries with about 41,000 FTEs.
Key leaders
Sandip Sen, Global CEO
CCO revenue
In US$ million
480
500
2014
2015
Scale of CCO
Number of FTEs
0%
Website: www.aegisglobal.com
40,000
40,000
2014
2015
14
Aegis (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
Spanish &
Portuguese
High-cost (4%)
Mediumcost
By process
Others (2%)
7%
24%
Low-cost
Indian
languages
40%
51% English
Description
Omnichannel CC
solution
Business analytics
IT ticketing support on
mobile
Speech and text
analytics
Source:
Investment type
New service offering
Year of
investment
2015
2015
2015
2015
Comments
Integrated solution with new technology Bolton and Aegis LISA 2.0
BI on cloud integrated with data from multi-channel solution
Mobile app for end-users to open a ticket with IT service desk / self- service
option for password unlocking and reset
Innovated and adapted with VISUAL IVR capabilities
15
Aegis (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
Latin America
16%
33% MEA
Asia Pacific
40%
By industry
Manufacturing (2%)
Media &
entertainment (3%)
Retail (3%)
Others
4%
Travel & hospitality 5%
Energy & utilities 6%
BFSI
10%
By buyer size
Healthcare (2%)
Technology (2%)
Logistics (1%)
Government /
Public sector (1%)
Data not disclosed
61%
Communications
/telecom
Region
Client since
Source:
16
Aegis (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
UK (1)
India (25)
Malaysia (2)
Peru (1)
Argentina (6)
Source:
Australia (3)
17
Aegis (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
18
Alorica (page 1 of 5)
CCO overview
Company overview
Founded in 1999, Alorica is a leading business process outsourcing
provider of customer management solutions spanning the entire
customer life cycle. From customer acquisition and sales, customer
care and support, logistics and fulfillment, to social CRM and mobile,
Alorica offers an integrated customer experience across all service
channels.
CCO revenue
In US$ million
1,239
616
2014
Key leaders
Andy Lee, Chairman and CEO
James Molloy, Chief Financial Officer
Art DiBari, Executive Vice President and Chief Operating Officer
Chris Crowley, Chief Client Officer
Scale of CCO
Number of FTEs
41,991
17,938
Website: www.alorica.com
2014
Recent developments
Invested in Center of Analytical Excellence that focuses on data
mining and predictive modeling, operations research, and
advanced analytics
Completed the acquisition of West Corporations agent services
businesses
Invested US$10 million to expand operations in Lipa, the
Philippines
Note
Source:
2015
2015
2015
Notwithstanding the acquisition of EGS by Alorica, both service providers are analyzed separately in this report as it is based on the data collected in 2015
Everest Group (2016)
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
19
Alorica (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By process
8%
Outbound
sales service
French
Latin American
4%
11%
Medium-cost
Low-cost
By language
Payment collection
19%
5%
7%
85%
English
VAS1
49% Customer
Service
21%
1
Source:
Includes channel management, customer analytics, customer retention management, and performance management & reporting
Everest Group (2016)
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
20
Alorica (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
LATAM
APAC
6%
10%
14%
83%
North America
Source:
By industry
Travel &
hospitality (2%)
Energy and utilities (2%)
Government /
Manufacturing (1%)
Public sector (2%)
Technology
6%
Healthcare 8%
30% Communications/
telecom
Retail 9%
BFSI
By buyer size
US$1-5 billion
15%
24%
36%
<US$1
23%
billion
>US$10
billion
26%
Region
Multiple regions
United States and Mexico
Multiple regions
Multiple regions
Multiple regions
Multiple regions
US$5-10 billion
Client since
1996
1998
2000
2003
2008
2009
21
Alorica (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
U.S. (55)
Mexico (1)
Honduras (1)
Jamaica (1)
Dominican Republic (2)
Philippines (6)
Brazil (1)
Source:
22
Alorica (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
23
CGI (page 1 of 5)
CCO overview
Company overview
Founded in 1976, CGI is one of the largest IT and business process
services providers in the world, delivering business consulting,
systems integration, and managed services. With 65,000
professionals in 40 countries, CGI has a deep commitment to
providing innovative services and solutions.
Key leaders
Serge Godin, Founder and Executive Chairman of the Board
Michael Roach, President and CEO
Headquarters: Montreal, Canada
CCO revenue
In US$ million
N/A
N/A
2014
2015
Scale of CCO
Number of FTEs
Website: www.cgi.com
2,473
3,240
2014
2015
10
2014
2015
Recent developments
Focused on Manila to provide CCO services in multiple European
languages through offshore-based native speakers
Source:
24
CGI (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
By process
Payment
collection
Low-cost
20%
20%
Data not disclosed
80%
Customer
service
High-cost
Order
fulfillment and
40%
transaction
processing
40%
Description
New digital BPS IP
Source:
Investment
type
Internal
Year of
investment
2016
Comments
CGI is investing in digital processes including technology, staffing, and delivery locations for
customer contact center opportunities
25
CGI (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
Continental Europe
By industry
By buyer size
5%
BFSI
Healthcare
10%
10%
20%
95%
North America
Key contact center engagements
Client name
The U.S. Department of State, Bureau of Consular Affairs
Connect for Health Colorado
Source:
Region
North America
North America
Client since
2006
2013
26
CGI (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
U.S. (7)
Spain (1)
Portugal (1)
India (2)
Philippines (1)
Source:
27
CGI (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Buyer
satisfaction
Market success
Areas of improvement
Source:
Overall
28
Concentrix (page 1 of 5)
CCO overview
Company overview
Concentrix is a global business process services provider. It partners with its
clients to deliver end-to-end customer engagement services, technology
innovations, analytics, process optimization, and business improvements.
Based in 25 countries with a staff of more than 70,000 spread across 90
locations who speak 40+ languages, Concentrix offers industry expertise
across major verticals.
CCO revenue1
In US$ million
1,100
2014
Key leaders
Chris Caldwell, President
Jyllene Miller, SVP, Marketing & Client Engagement
Rick Rosso, SVP Global Sales & Account Management
Winnie Sun, SVP, Global Operations and Delivery Leader
Philip Cassidy, SVP, Global Application development & Solutions
1,400
2015
Scale of CCO1
Number of FTEs
54,000
70,000
Recent developments
2015: Expanded design thinking methodology into organization from
consulting COE
2015: Expanded global client relationship scorecard and invested in
industry-specific innovation councils for 2016
2015: Investments in vertical strategy executive leadership to lead service
offering & thought leadership expansion
1
Note:
Source:
2014
2015
350
375
2014
2015
Based on Everest Group estimates, which leverage our proprietary Transaction Intelligence (TI) database, service providers ongoing coverage, public
disclosures, and interaction with buyers
Notwithstanding the acquisition of Minacs by Concentrix, both service providers are analyzed separately in this report as it is based on the data collected in 2015
Everest Group (2016)
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
29
Concentrix (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
By process
Source:
Investment type
Internal
Partnership
Internal
2015
30
Concentrix (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
LATAM
MEA
5% 5%
UK
By industry
25%
APAC
20%
Continental 20%
Europe
25%
North
America
By buyer size
Healthcare
Retail
Consumer
Manufacturing 5%5%
electronics
20%
5%
Travel &
hospitality 10%
Government / 10%
20% BFSI
public sector
10%
15%
Communications
Hi-tech
/media
Region
Client since
Source:
31
Concentrix (page 4 of 5)
CCO location landscape
90 centers across 25 countries
Canada
Ireland
Spain
Portugal
U.S.
UK
Slovakia
Bulgaria
China
Saudi Arabia
India
UAE
Nicaragua
Costa Rica
Colombia
Malaysia
Singapore
Japan
South Korea
Hong Kong
Philippines
Brazil
Australia
Uruguay
New Zealand
Source:
32
Concentrix (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
33
Conduit Global
CCO overview
(page 1 of 5)
Company overview
Conduit Global is an independent and fully integrated BPO company
with expertise in multi-channel contact center, back-office support,
cloud services, and thought leadership / consulting. The company has
hubs in eight countries on four continents, serving over 100 million
consumers.
Key leaders
Jim Farnsworth, President
Michelle Castillo, EVP, Global Operations and Client Services
Lou Lanava, SVP, Global Business Development
Glenn Haddock, Chief Technology Officer
CCO revenue
In US$ million
N/A
N/A
2014
2015
Scale of CCO
Number of FTEs
4,567
3,904
Website: http://www.conduitglobal.com
2014
2015
14
12
2014
2015
34
Conduit Global
CCO capabilities
(page 2 of 5)
By language
Spanish
By process
Other services
2%
Low-cost
8%
27%
73%
High-cost
98%
92%
Customer
care
English
Key CCO investments
Description
Refresh of all network
equipment
Strategic alliance with
Mexican outsourcing
vendor in the Baja
California region
Renovation of the
Philippines site
Source:
Investment
type
Internal
Year of
investment
2015
Partnership
2015
Internal
2015
Comments
Part of Conduit Global's regular maintenance program designed to ensure the highest quality
technology capabilities for their clients
Entered into a partnership with a leading Mexican homegrown contact center based in Tijuana to
provide nearshore and bilingual capacity
35
By industry
Government /
Public sector(3%)
Asia Pacific
Others (5%)
Healthcare
14%
North
America
3%
59%
Communications
/telecom
Source:
15%
36%
62%
<US$1 billion
US$1-5 billion
2%
UK/
Europe
By buyer size
Region
EMEA
EMEA
North America
EMEA / North America
North America
82%
>US$10 billion
Client since
N/A
N/A
N/A
N/A
N/A
Based on Everest Group estimates, which leverage our proprietary Transaction Intelligence (TI) database, service providers ongoing coverage, public
disclosures, and interaction with buyers
Everest Group (2016)
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
36
Ireland (3)
U.S. (3)
UK (3)
Austria (1)
Morocco (1)
Mexico (1)
Philippines (2)
Mauritius (1)
Source:
37
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Buyer
satisfaction
Market success
Areas of improvement
Source:
Overall
38
Dell Services
CCO overview
(page 1 of 5)
Company overview
Dell Services, part of Dell, Inc., is a global provider of business
process management services. The wide range of services includes
customer service consulting, contact center technology consulting,
customer experience management, business process transformation,
outsourcing & offshore solutions, reengineering & productivity
improvement, multi-channel communications, and automation
consulting.
Key leaders
Tanvir Ali Khan, Vice President and Global Head of Dell BPO
CCO revenue
In US$ million
460
484
2014
2015
12,176
12,656
2014
2015
140
144
2014
2015
Scale of CCO
Number of FTEs
Headquarter:
Global corporate headquarters Round Rock, Texas
Dell Services Organization Plano, Texas
Website: www.dell.com/bpo
Recent development
2015: Invested in sales practioners in geographies, solution
architects & practice / new offerings, and marketing efforts
Source:
39
Medium-cost
By language
By process
Portuguese
Spanish
5%
9%
European
languages 9%
22%
50% Low-cost
High-cost 28%
Asian 12%
languages
65%
English
Description
Delivery center
capacity
Innovation lab
1
Source:
Investment
type
Internal
Year of
investment
2015
Partnership
2015
Internal
2015
Comments
Additional capacity / square-foot space for growth of new business in Gurgaon, Oklahoma City,
and Bowling Green sites
Dell Services partnered with a leading customer interactions company to develop innovation labs
and showcase centers in Dell Services facility to provide cutting edge technology innovation in
the customer analytics space
A new release and product upgrade in Dell Services business process management automation
engine. The tool brings in robotic automation of standardized manual tasks
Includes channel management, customer analytics, customer retention management, and performance management & reporting
Everest Group (2016)
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
40
5%
8%
North
44% America
14%
By industry
Travel &
Government / public sector (2%)
hospitality (2%)
Energy & utilities(2%)
Others (2%)
Retail (2%)
Communications/
Manufacturing
3%
telecom
4%
BFSI
5%
Healthcare 16%
14%
62%
Technology
15%
By buyer size
<US$1 billion
20%
30%
US$5-10
billion
25%
25%
APAC
Key contact center engagements
Client name
Health insurance company
Health insurance company
Healthcare services company
Region
United States
United States
United States
United States
United States
United States
United States
United States
Source:
US$1-5
billion
>US$10
billion
Client since
1999
2003
2003
2008
2008
2011
2011
1999
41
Scotland (1)
Ireland (2)
UK (1)
France (1)
U.S. (9)
Denmark (1)
Germany (1)
Slovakia (1)
Romania (1)
China (3)
Morocco (1)
Qatar (1)
Mexico (1)
Panama (1)
Japan (1)
India (7)
Malaysia (2)
Philippines (2)
Brazil (2)
South Africa (1)
Source:
42
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
43
EGS (page 1 of 5)
CCO overview
Company overview
Expert Global Solutions (EGS) is a global customer service
organization, delivering outsourced solutions for customer and
financial care. EGS has over 40,000 employees in more than 70
locations across 11 countries.
Key leaders
Bob Segert, President and Chief Executive Officer
Jack Jones, Executive Vice President, Chief Client Officer
John Cubbin, Executive Vice President, Chief Information Officer
Tom Erhardt, Executive Vice President, Chief Financial Officer
Tom Arnst, Executive Vice President, Chief Administrative Officer
Mark Serdar, Executive Vice President, Chief Global Support
Officer
CCO revenue
In US$ million
996
1,040
2014
2015
40,262
39,600
2014
2015
139
149
2014
2015
Scale of CCO
Number of FTEs
Notwithstanding the acquisition of EGS by Alorica, both service providers are analyzed separately in this report as it is based on the data collected in 2015
Everest Group (2016)
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
44
EGS (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
Others (1%)
Spanish
Medium-cost
17%
15%
Payment
18%
collection
46% High-cost
Low-cost
By process
Order fulfillment and
Customer
transaction processing
retention
Outbound
management
4%
sales (2%)
10%
46%
Customer
care
38%
84%
English
20%
Inbound sales
services
Year of
investment
2015
Internal
2015
Global expansion
Scale
2015
Source:
2015
Comments
Relocation of EGS-hosted data centers to outsourced colocation facilities
Expansion of BYOD (Bring your own device) work-at-home environment
Builds upon CRM capabilities by leveraging social media channels. It enables a business to
connect to their customers conversations and relationships from social networking sites, and
bring that intelligence into the CRM process
Added new centers across the Philippines, the United States, and Guatemala
45
EGS (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
LATAM
By industry
Media &
entertainment (3%)
Travel &
Technology
hospitality (1%)
6%
BFSI
Communi8%
29% cations/
Retail 8%
telecom
UK (1%)
12%
APAC 19%
68%
North America
Energy & 9%
utilities
11%
Logistics
By buyer size
US$5-10 billion
<US$1 billion
5%5%
US$1-5 billion
10%
25%
Healthcare
Region
Client since
Source:
46
EGS (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Canada (7)
UK (1)
U.S. (47)
Mexico (1)
Guatemala (3)
Panama (3)
Antigua (1)
Philippines (10)
Uruguay (1)
Source:
Australia (2)
47
EGS (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
On the back of its broad scale & scope, and the addition of new
client logos, EGS has emerged as a Major Contender on the
CCO PEAK Matrix for 2016
It has a balanced shoring mix with presence across low-, mid-,
and high-cost delivery locations
It has a significant exposure to emerging industries such as
healthcare and retail, which should help it tap new clients in
these growing sectors
It has internally made a number of technology-related
investments in the last 12 months to build on its capabilities
and offer a more robust set of solutions to its clients
The structural realignment it has undergone in the past year will
enhance EGSs ability to present a compelling story to the
market
Source:
Buyer
satisfaction
48
EXL (page 1 of 5)
CCO overview
Company overview
EXL is an operations management and analytics company. EXL
serves the insurance, healthcare, banking & financial services,
utilities, travel, transportation, and logistics industries. Headquartered
in New York, EXL has more than 24,000 professionals in locations
throughout the United States, Europe, Asia, Latin America, Australia,
and South Africa.
Key leaders
Rohit Kapoor, Vice Chairman and CEO
Pavan Bagai, President and COO
Jaideep Pradhan, SVP and Country Manager, Philippines
CCO revenue
In US$ million
285
N/A
2014
2015
Scale of CCO
Number of FTEs
9,167
Website: www.exlservice.com
N/A
2014
2015
31
N/A
2014
2015
49
EXL (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
High-cost (1%)
Medium-cost (<1%)
Others (1%)
By process
Payment
collection
5%
8%
33%
VAS1 + 26%
others
98%
99%
28%
Low-cost
English
Customer service
Order
fulfillment
and
transaction
processing
Description
Innovation lab
RPM Direct
Delivery expansion
1
Source:
Investment
type
Internal
Acquisition
Scale
Year of
investment
2015
2015
2015
Comments
State-of-the-art executive innovation lab for client showcasing
Acquired Insurance-focused analytics firm RPM Direct and its extensive consumer database
Expanded scale of operations in South Africa and Colombia
Includes channel management, customer analytics, customer retention management, and performance management & reporting
Everest Group (2016)
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
50
EXL (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
By industry
Technology (1%)
Continental Europe
1%
4%
Logistics 9%
UK 24%
North
America
<US$1 billion
US$1-5 billion
7%
44% BFSI
Healthcare 16%
75%
By buyer size
6%
10%
US$5-10 19%
billion
65%
>US$10
billion
18%
Energy & utilities
Source:
Region
United Kingdom
United States
United States
Client since
2006
2010
2014
51
EXL (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Philippines (5)
Colombia (2)
Source:
52
EXL (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
53
Firstsource (page 1 of 5)
CCO overview
Company overview
Firstsource is a global provider of BPM services across banking and
financial services, telecommunications, media & entertainment, and
healthcare industries.
CCO revenue
In US$ million
Key leaders
Rajesh Subramaniam, MD and CEO
Dinesh Jain, President & CFO
Gavin Snell, President, Customer Management
497
480
2014
2015
25,285
23,808
2014
2015
100
100
2014
2015
Scale of CCO
Number of FTEs
Recent developments
Firstsource made a strategic investment in Nanobi, a Bengalurubased analytics company
Source:
54
Firstsource (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
By process
Indian
languages
20%
High-cost
33%
Low-cost
80%
English
Description
Analytics start-up
Nanobi
MRES
Source:
Investment
type
Merger &
acquisitions
Internal
Year of
investment
2014
Comments
Firstsource has invested in an analytics start-up, Nanobi
2014
55
Firstsource (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
By industry
Communications
/telecom
APAC
BFSI
8%
UK
37%
By buyer size
<US$1 billion
15%
22%
55%
39%
North
America
Healthcare
35%
>US$10 20%
billion
US$5-10
billion
39%
30%
US$1-5 billion
Source:
Region
United Kingdom
India
United States and United Kingdom
United Kingdom
United States
Client since
2001
2008
2008
N/A
N/A
56
Firstsource (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
UK (6)
U.S. (16)
India (20)
Philippines (3)
Sri Lanka (1)
Source:
57
Firstsource (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
58
Genpact (page 1 of 5)
CCO overview
Company overview
Genpact is a global provider of business process management and
technology services with a focus on helping clients transform and run
business processes and operations. The company provides
customer service solutions that range from new business application
processing to high-end analytics, voice to non-voice, and inbound to
outbound, enabling a wide range of business process offerings to
clients across all major industries.
Key leaders
Tiger Tyagarajan, President and CEO
Shantanu Ghosh, SVP, CFO Services & Consulting
Akash Singh, Associate Director, Multi-Channel Contact Centers,
BPS Technology Vertical
CCO revenue
In US$ million
Data not disclosed
Scale of CCO
Number of FTEs
14,090
15,000
2014
2015
66
70
2014
2015
Recent developments
2015: Partnered with Arria, a company that automatically creates
language narratives from complex data sources, for dynamic
scripting for contact center agents
2015: Acquired Endeavour, a firm having expertise in mobile
consulting and systems integration (mCSI), with a strong track
record of building scalable and sustainable mobile solutions
Source:
59
Genpact (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
European
languages
Spanish &
Portuguese
High-cost
Medium-cost
6%
By language
Others (<1%)
4%
12%
15%
Asian
languages
Customer
52% service
13%
70%
79%
Low-cost
By process
Inbound sales services (6%)
Order fulfillment
and transaction
VAS1 + other
processing (1%)
services 13%
English
28%
Payment
collection
Description
Endeavour
Investment
type
Acquisition
Year of
investment
2015
Neural Chat
Internal
2015
MCAS
Internal
2015
1
Source:
Comments
Acquired Endeavour to expand Genpact's digital transformation capabilities and services in
mobility across encompassing strategy, design, implementation, and testing across the mobile
value chain
A cognitive solution to support agents during live chat interactions, and eventually voice
interactions. This solution provides an intelligence augmentation solution to better guide the
agents responses and anticipate next actions
A multi-channel, single platform for agents across multiple communication modes with a modular
architecture and common business logic across channels
Includes channel management, customer analytics, customer retention management, and performance management & reporting
Everest Group (2016)
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
60
Genpact (page 3 of 5)
CCO client portfolio
CCO revenue mix1
US$ million
By geography
Continental Europe (2%)
LATAM
MEA (1%)
UK
4%
5%
APAC
30%
By industry
Manufacturing (3%)
Communications
Travel & hospitality (1%)
/telecom (3%)
Others (3%)
Retail
US$5-10 billion
8%
US$1-5 billion
4%
12%
Healthcare 14%
58% North
America
By buyer size
57% BFSI
15%
<US$1
billion
16%
64%
Technology
Source:
Region
United States
United States
India
India
United States
>US$10
billion
Client since
2008
2015
2015
2015
2015
61
Genpact (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Netherlands (1)
Poland (4)
Romania (4)
U.S. (3)
Mexico (1)
Source:
UAE (1)
Guatemala (1)
India (13)
China (2)
Philippines (5)
62
Genpact (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
63
HCL (page 1 of 5)
CCO overview
Overview
HCL Technologies is a global IT services company. HCL Technologies,
along with its subsidiaries, operates out of 32 countries and has
consolidated revenue of US$6.2 billion. HCL focuses on
transformational outsourcing, underlined by innovation and value
creation, offering an integrated portfolio of services including
BEYONDigital, IoT WoRKS, Engineering Services Outsourcing, and
Next-Generation IT Outsourcing that focuses on transformation-led
integrated infrastructure services, applications services, and business
services.
Key leaders
Shiv Nadar, Chairman and Chief Strategy Officer
Anant Gupta, President and CEO
Anoop Tiwari, Corporate Vice President & Head Business
Services
Headquarters: Noida, India
Website: www.hcltech.com
Recent developments
Focus on synergies between technology & business processes for
operational excellence and enhanced customer experience
Invested in cloud-based platforms and extended offerings in digital
area for managing various types of content and financial
transactions
HCL has added robotics solution to advance machine learnings
and artificial intelligence
Developed BPaaS model for contact center operations
Source:
CCO revenue
In US$ million
Data not disclosed
Scale of CCO
Number of FTEs
6,340
6,910
2014
2015
18
20
2014
2015
64
HCL (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
Others
Medium-cost
4%
3%
High-cost
25%
72%
Low-cost
96%
English
By process
VAS1 + other
services (5%)
Outbound sales service
Inbound
5%
sales services
7%
Customer
Payment
14%
48%
service
collections
21%
Order fulfillment and transaction processing
Year of
investment
2015
Cloud-based software
platform
Partnership
2015
Robotic process
automation solution
Dry ICE Automation
Internal
2014
Internal
2015
Description
Cloud contact center
suite
Source:
Comments
Made investments and white-labelled a cloud-based contact center suite that includes ondemand ACD, multimedia interactions, centralized scripting, agent screen pop up, real-time
dashboards, and historical reporting
The tool helps in streamlining the development, analysis, and delivery of best practices,
knowledge, guidelines for service delivery, and guided resolution through both agent-facing and
self-service tools
Robotic process automation software solution for automating the identified redundant tasks
End-to-end IT infrastructure automation solution, currently with 28 defined subsets to impact
various levers of automation
65
HCL (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
APAC
10%
UK
35%
20%
By industry
Continental
Europe
35%
North America
By buyer size
Energy &
utilities
<US$1 billion
10%
US$5-10
billion 14%
45%
60%
Communications
/telecom
Source:
US$1-5
billion
>US$10
billion
31%
Region
United States
India
United Kingdom
Client since
2001
2005
2007
United States
Ireland
United States
United State & Canada
United States
2008
2011
2012
2014
2015
66
HCL (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Poland (1)
U.S. (3)
India (6)
Mexico (1)
China (2)
Philippines (2)
Brazil (2)
Source:
67
HCL (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
68
Hexaware (page 1 of 5)
CCO overview
Company overview
Hexaware is a global provider of IT, BPS, and consulting services.
The company focuses on key domains such as banking, financial
services, capital markets, healthcare, insurance, travel, transportation,
logistics, hospitality, manufacturing, and consumer.
Key leaders
Atul Nishar, Chairman
P R Chandrasekar, Vice Chairman
R Srikrishna, Chief Executive Officer
Chinmoy Banerjee, Global Head, BPS
CCO revenue
In US$ million
5.2
2.8
2014
2015
Scale of CCO
Number of FTEs
625
2014
2015
2014
2015
Recent developments
Entered into a strategic partnership with Blue Prism, UiPath, and
Work Fusion to offer automation-led BPS offerings to customers
Source:
69
Hexaware (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
European languages (4%)
Medium-cost
10%
By process
Outbound sales
services
Order fulfillment
and transaction
processing
5%5%
Customer
retention
management
90%
Low-cost
96%
20%
Inbound sales
services
49%
Customer
service
21%
English
Key CCO investments
Description
Robotic process
automation
Investment
type
Partnership
Source:
Year of
investment
2015
2016
Comments
Hexaware has entered into a strategic partnership with Blue Prism, a developer of robotic
process automation software to transform support processes by enabling rapid automation of
manual, rules-based, and back-office administrative processes through RPA
Hexaware has partnered with two automation software companies to provide robotics-led
solutions that are cost-effective
70
Hexaware (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
By industry
North
America (1%)
LATAM
3%
EMEA
25%
Healthcare (1%)
Energy & utilities
6%
Travel &
hospitality
71%
By buyer size
38%
>US$10 billion
17%
US$5-10 billion
17%
55%
APAC
<US$1 billion
33%
33%
US$1-5 billion
Communications
/telecom
Key contact center engagements
Client name
Region
Client since
Source:
71
Hexaware (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Russia (1)
India (3)
Mexico (1)
Source:
China (1)
72
Hexaware (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
73
HGS (page 1 of 5)
CCO overview
Company overview
HGS, part of the multi-billion dollar conglomerate Hinduja Group,
provides business outsourcing solutions that include back-office
processing, contact center services, and integrated IT solutions. HGS
currently serves clients across sectors such as healthcare, insurance,
banking & financial services, consumer products,
telecommunications, technology, and media.
Key leaders
Partha De Sarkar, CEO
Kathy Hamburger, President, United States
Matthew Vallance, President, United Kingdom and Europe
Ramesh Gopalan, Global Head Healthcare
Chris Lord, Global Growth Strategy and Marketing
CCO revenue
In US$ million
388
423
2014
2015
Scale of CCO
Number of FTEs
22,435
31,956
2015
2014
181
2015
74
HGS (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
Spanish &
Portuguese (3%)
Medium-cost (1%)
High-cost
Others (2%)
23%
Indian
languages 35%
60%
76%
By process
Payment
Inbound sales
collections (3%)
services
Outbound sales
Order fulfillment
services (1%)
5%
& transaction
processing
16%
56%
English
Low-cost
VAS1 + others
24%
Customer
service
Description
Robotic automation
Investment
type
Internal
Year of
investment
2015
Assisted chat
Internal
2015-2016
Interaction analytics
Internal
2015-2016
DigiCX
Internal
2015-2016
1
Source:
Comments
Deployed to proactively look at automation opportunities to increase accuracy and decrease
processing time
Enhanced web-chat delivery capabilities by the use of analytical modeling to understand
customer journeys
Developed solutions for clients to anticipate the business in advance and to act according to
insights identified on customer needs
Developed a suite of solutions including DigiChat, DigiWeb, and DigiText
Includes channel management, customer analytics, customer retention management, and performance management & reporting
Everest Group (2016)
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
75
HGS (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
By industry
By buyer size
APAC
10%
UK
11%
43% Healthcare
Retail 11%
79%
North
America
US$1-5 billion
<US$1 billion
10% 2%
US$5-10
billion 12%
76%
25%
>US$10 billion
Communications/telecom
Key contact center engagements
Client name
U.S.-based home healthcare provider
Financial services leader
International food company
Largest Internet-based retailer in the United States
Japanese multinational IT equipment and services company
U.S. electronics company
Source:
Region
United States
United States
United Kingdom
United States
United Kingdom
United States
Client since
2014
2014
2014
2015
2015
2015
76
HGS (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Netherlands (1)
Germany (1)
France (1)
Italy (1)
UK (3)
Canada (12)
U.S. (12)
UAE (1)
India (27)
Jamaica (2)
Philippines (8)
Source:
77
HGS (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
78
HPE (page 1 of 5)
CCO overview
Company overview
Hewlett Packard Enterprise (HPE) is an American multinational
company. HPE is a business-focused organization with four divisions:
Enterprise Group, Services, Softwar, and Financial Services. HPE
offers full-service and industry-specific outsourcing solutions for
corporations and the public sector.
Key leaders
Meg Whitman, President and CEO
Mike Nefkens, Executive Vice President, Enterprise Services
Danila Meirlaen, VP, Worldwide Business Process Services
CCO revenue
In US$ million
Data not disclosed
Scale of CCO
Number of FTEs
23,854
22,500
2014
2015
500
500
2014
2015
Recent developments
HP recently split into two companies and the CCO division is now a
part of Hewlett Packard Enterprise (HPE)
Source:
79
HPE (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
By process
Inbound
sales services
Medium-cost
Outbound
sales services
16%
5%
10%
49% High-cost
Low-cost
35%
Customer retention
management (5%)
Customer
45% service
Technical 35%
support
Description
HP-Avaya alliance
Source:
Investment
type
Partnership
Year of
investment
2014-2015
Comments
HPES entered into a multi-year strategic alliance with Avaya to offer cloud-based unified
communications and contact center technology and solutions management for enterprises
80
HPE (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
By industry
Technology
North 30%
America
30%
Continental Europe
UK
Healthcare
6%
6%
Travel &
hospitality 9%
Manufacturing 8%
10%
Retail
11%
Government
/ public sector
By buyer size
Communications/
telecom (1%)
31%
BFSI
US$5-10 40%
billion
50%
>US$10
billion
18%
Media &
entertainment
Source:
<US$1 billion
US$1-5 billion
8% 2%
Region
Americas
EMEA
EMEA
EMEA
Americas
Client since
1998 / renewal 2013
2003 / renewal 2013
2009
2010
2014
81
HPE (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Canada (1)
U.S. (17)
UK (4)
Germany (1)
Spain (4)
Morocco (1)
Poland (1)
Hungary (2)
Italy (1)
India (2)
China (2)
Philippines (1)
Australia (2)
Argentina (1)
Source:
82
HPE (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
83
Infosys (page 1 of 5)
CCO overview
Company overview
Infosys BPO, a subsidiary of Infosys Technologies, provides end-toend IT and BPO solutions. The CCO practice provides customer
experience across all channels of customer support.
CCO revenue
In US$ million
Key leaders
Anup Uppadhayay, EVP, CEO & MD
Anantha Radhakrishnan, SVP & COO
Vijay Narsapur, Practice Head, Customer Services
92
84
2014
2015
4,266
4,450
2014
2015
52
62
2014
2015
Scale of CCO
Number of FTEs
84
Infosys (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By process
By language
Indian languages (3%)
Medium-cost
High-cost (1%)
French
Spanish &
Portuguese
9%
Asian
languages
90%
Others (3%)
Others
4%
9%
VAS1 (1%)
30%
14%
67%
English
Low-cost
Inbound sales
5%
services (3%)
6%
Payment collection
55%
Customer
service
1
Source:
Investment type
Building multi-channel
capabilities
Building hosted contact
center capability
Automation
Year of investment
2016
2016
2015
Comments
Upgrade from voice-focused contact center capability to a larger multichannel support
It will provide competitive options for all types of customer requirements
(size and complexity)
Partnered with Aptean to introduce contact center automation
Includes channel management, customer analytics, customer retention management, and performance management & reporting
Everest Group (2016)
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
85
Infosys (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
Latin America (5%)
Asia Pacific
11%
Continental
16%
Europe
By industry
Government /
Energy & utilities (1%)
public sector (2%)
Healthcare (1%)
BFSI
5%
Retail
12%
49% North
America
19%
UK
19%
Manufacturing
By buyer size
US$1-5 billion
9%
60%
Communications
/telecom
Region
88%
>US$10 billion
Client since
Source:
86
Infosys (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Poland (1)
U.S. (3)
Mexico (1)
India (9)
China (2)
Source:
87
Infosys (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Buyer
satisfaction
Market success
Areas of improvement
Source:
Overall
88
Intelenet (page 1 of 5)
CCO overview
Company overview
Intelenet is a large global business process outsourcing player with
55,000 employees spread across 66 global delivery centers. It offers
services for contact center, transaction processing, finance &
accounting, and human resource outsourcing to Fortune 500
companies.
Key leaders
Susir Kumar, Executive Chairman
Bhupender Singh, Chief Executive Officer
Chandramouli B, President & Global Chief Operating Officer
Prabhu Srinivasan, Chief Strategy Officer
CCO revenue
In US$ million
402
N/A1
2014
2015
Scale of CCO
Number of FTEs
53,904
Website: www.intelenetglobal.com
2014
2015
164
N/A1
2014
2015
Not applicable
Blackstone acquired Sercos private offshore business in September 2015 and rebranded it as Intelenet Global Services
Everest Group (2016)
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
89
Intelenet (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
High-cost (2%)
Medium-cost
2%
By process
European Others
languages
6% 4%
Asian
languages 15%
75%
English
96%
Low-cost
Key CCO investments
Description
Mobility reporting
business pulse tool
Phantom Robotics
Automation Solutions
(PRPA)
Source:
Investment
type
Internal
Year of
investment
2015-2016
Internal
2015-2016
Comments
An integrated mobility solution across all operational processes for scheduling and training
solutions to the workforce as well as providing clients with access to real-time
performance/inventory, SLAs, etc.
PRPA solutions deploy rapid automation of manual, rules-based, and back-office administrative
processes by creating a "virtual workforce" to manage the operational workflow effectively
90
Intelenet (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
By industry
Continental
Europe (<1%)
MEA
11%
34%
North
25%
America
30%
UK
APAC
Energy &
Utilities (3%)
Retail
By buyer size
Manufacturing (2%)
Logistics(2%)
Others
12%
28% BFSI
Government /
3%
public sector 4%
Media & 7%
entertainment 9%
18%
Travel &
12%
Healthcare
hospitality
Communications/telecom
Source:
Region
United Kingdom
United Kingdom
India
United States
United States
Middle East
India
United States
Client since
2000
2003
2007
2009
2009
2012
2013
2014
91
Intelenet (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
UK (1)
Poland (1)
U.S. (4)
Jordan (1)
UAE (2)
Saudi Arabia (1)
Guatemala (1)
Source:
India (57)
Philippines (1)
92
Intelenet (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
93
Knoah Solutions
CCO overview
(page 1 of 5)
Company overview
Knoah Solutions is a global outsourcing services company that
delivers multi-channel customer and technical support services in the
industry.
CCO revenue
In US$ million
Key leaders
Sri Myneni, CEO, President
Ralph Barletta, Executive VP
Sridhar Sriramaneni, Senior Vice President, Operations
17
20.5
2014
2015
Scale of CCO
Number of FTEs
1,133
1,457
2014
2015
24
26
2014
2015
Recent developments
Invested in onshore presence by establishing Honduras
corporation
Scaled up operations at Las Vegas delivery center
Source:
94
Knoah Solutions
CCO capabilities
(page 2 of 5)
By language
Others (2%)
High-cost
7%
By process
Inbound sales
services
Order
fulfillment and
transaction
processing
78%
93%
98%
Low-cost
English
Customer
service
Description
KnoahsARK 360
Investment type
Internal
Year of
investment
2015
Internal
Internal
2015
2015
Source:
Comments
Cloud-based & mobile-compatible reporting and analytics solution that
provides multi-layered insights for program, team, and agent performance
Implementing cloud-based HR management system for worldwide use
Implementing Learning Management System (LMS) for agent skill building
95
Knoah Solutions
CCO client portfolio
(page 3 of 5)
APAC
3%
UK (<1%)
97%
North America
By industry
Insurance (1%)
Others
Energy &
utilities (2%)
10%
Retail 6%
44%
Travel &
10%
hospitality
By buyer size
US$1-5
billion (2%)
Technology
<US$1 38%
billion
58%
Region
>US$10
billion
Client since
Source:
96
USA (1)
India (2)
Honduras (1)
Source:
97
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
98
Minacs (page 1 of 5)
CCO overview
Company overview
Minacs is an outsourcing and business solutions company that
partners with global corporations in the manufacturing, retail, telecom,
technology, media & entertainment, banking, insurance, healthcare,
and public sectors. About 21,000 Minacs experts, across 34 centers
worldwide, deliver customer experience, marketing, and back-office
solutions.
Key leaders
Anil Bhalla, CEO
Michel Pepin, CFO
Nilanjan Chaudhuri, CMO
Rajkamal B, CPO
CCO revenue
In US$ million
432
2014
2015
18,220
20,811
2014
2015
65
65
2014
2015
Scale of CCO
Number of FTEs
Website: www.minacs.com
Recent developments
Minacs announced technology partnership With Nippon
Systemware to launch a comprehensive solution for the connected
devices and IoT market
Minacs set up their second analytics command center in Nova
Scotia, Canada
Minacs opened new sites in Richmond, VA, USA; and Pune, India
Note:
Source:
413
Notwithstanding the acquisition of Minacs by Concentrix, both service providers are analyzed separately in this report as it is based on the data collected in 2015
Everest Group (2016)
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Minacs (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
By process
Inbound sales
services
Outbound sales
4%
services 10%
European
3%
High-cost
Payment
collections (2%)
Order fulfillment
and transaction
processing (1%)
36%
English
64%
Low-cost
41%
56%
Indian
60%
Customer
service
Description
Analytics command
center
ALT CRM
Ananto analytics
platform
1
Source:
Investment
type
Internal
Year of
investment
2015
Internal
2015
Merger &
acquisitions
2014
Comments
Minacs set up their second analytics command center in Nova Scotia, Canada
ALT CRM aims to predict customer behavior & buying patterns and personalize communication
while the customer transitions between different channels
Ananto strengthened Minacs analytics capabilities by adding new transformative capabilities in
client engagements
Includes channel management, customer analytics, customer retention management, and performance management & reporting
Everest Group (2016)
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Minacs (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
By industry
Healthcare (3%)
UK
APAC
15%
Others (4%)
<US$1 billion
BFSI
3%
US$5-10 billion
9%
6%
Technology 18%
82%
North
America
Communications
/telecom
40% Manufacturing
US$1-5
billion
4%
22%
65%
>US$10
billion
29%
Source:
By buyer size
Region
India
India
North America
North America
North America
Client since
Data not disclosed
Data not disclosed
Data not disclosed
Data not disclosed
Data not disclosed
101
Minacs (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Canada (10)
UK (1)
Germany (1)
Hungary (1)
U.S. (6)
India (9)
Mexico (1)
Philippines (2)
Source:
102
Minacs (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
With appreciable revenue from non-voice channels and valueadded services, Minacs is a Major Contender on the CCO
PEAK Matrix
Leveraging its acquisition of an analytics specialist firm, Minacs
offers predictive and prescriptive analytics capabilities in the
contact center space
Using analytics and automation, the firm has also managed to
reduce churn and improve agent learning times
A strong delivery presence in North America allows Minacs to
offer voice-based services with a native touch
Source:
Buyer
satisfaction
103
Sitel (page 1 of 5)
CCO overview
Company overview
Sitel is a contact center and BPO organization with presence in over
146 onshore, nearshore, and offshore centers in 22 locations, serving
70 countries across North America, Latin America, Europe, Africa,
and Asia Pacific.
Key leaders
Laurent Uberti, Executive Chairman of the Board
Bert Quintana, President & CEO
Olivier Camino, Chief Operating Officer
Pat Tolbert, Chief Financial Officer
Elisabeth Destailleur, Chief Financial & Accounting Officer
Arnaud de Lacoste, Chief Marketing Officer
Don Berryman, Chief Commercial Officer
Elsa Zambrano, Chief Human Resources Officer
CCO revenue1
In US$ million
1,627
2014
2015
Scale of CCO1
Number of FTEs
61,100
2014
Recent developments
France-based Groupe Acticall completed the acquisition of Sitel
Recent change in ownership increased companys capabilities with
assets such as The Social Client, Learn Tribes, Extens Consulting,
Novagile Technology Solutions
The company has been increasing its capabilities with recent
investments on nonvoice multichannel services, Work@Home,
BPaaS, mobile CRM, automation and advanced analytics
1
Source:
1,440
75,100
2015
235
2014
350
2015
French-based Groupe Acticall completed the acquisition of Sitel in September 2015. The numbers for 2015 are for the combined entity
Everest Group (2016)
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Sitel (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
Others
Low-cost
Medium-cost
French (3%)
German
19%
23%
58% High-cost
Spanish and
Portuguese
12%
4%
39%
Multiple
languages
9%
33%
English
By process
Outbound sales
Order fulfillment
Services (3%)
and transaction
Payment
processing (2%)
collection (1%)
6%
VAS1 + other
8%
services
Inbound
sales
services
80%
Customer
service
Description
Sitel Intelligent Desktop
Investment
type
Internal
Year of
investment
Ongoing
Internal &
Partnership
Internal &
Partnership
Ongoing
Work@Home platform
Internal &
Partnership
Ongoing
Source:
2015
Comments
A CRM and omni-channel application built specifically for use in the contact center
that includes channel management, customer analytics, customer retention
management, and performance management & reporting
Digital services that help clients to monitor, support and engage with end users in
major social networks
Significant investments in infrastructure and capability for lower costs and improved
service delivery as such in collaboration tools enhancing global employees
connectivity and virtual engagement
Offers virtual recruiting, selection, training, and management of customer contact
associates
105
Sitel (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
LATAM
12%
APAC 20%
North
30% America
By industry
By buyer size
Energy &
utilities(2%)
Others (3%)
Media &
entertainment (3%)
Travel &
hospitality 6%
23%
US$5-10 billion
8%
Communications
/telecom
US$1-5
billion
Cable 11%
Manufacturing
and tech
38%
>US$10
billion
23%
14%
BFSI
38%
15%
EMEA
Retail
31%
<US$1 billion
Region
Multiple regions
Client since
2009
North America
2009
USAA
Multiple regions
2010
DIRECTV
Multiple regions
2010
Bell Canada
Multiple regions
2011
ToysRUs
Multiple regions
2013
Groupon
Multiple regions
2014
Source:
23%
106
Sitel (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Canada (2)
Netherlands (2)
UK (7)
France (7)
U.S. (29)
Portugal (3)
Morocco (3)
Denmark (5)
Poland (1)
Germany (11)
Bulgaria (2)
Serbia (1)
Spain (10)
India (5)
Mexico (1)
Nicaragua (2)
Philippines (13)
Panama (3)
Colombia (2)
Brazil (3)
Source:
107
Sitel (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
108
(page 1 of 5)
Company overview
Established in 1986, Sutherland Global Services is a global BPO and
technology-enabled services company offering an integrated set of
back-office and customer-facing front-office services that support the
entire customer lifecycle. It has clients in major industry verticals
across the globe.
Key leaders
Joe Buggy, Chief Strategist and Senior Vice President, Customer
Lifecycle Management Services
Ashok Jain, Chief Operating Officer
Darin Wright, Chief Client Engagement Officer
CCO revenue
In US$ million
699
804
2014
2015
36,492
41,100
2014
2015
107
124
2014
2015
Scale of CCO
Number of FTEs
109
(page 2 of 5)
By language
French
Medium-cost
13%
High-cost
Spanish
Others
Low-cost
VAS1 + other
services
4%
Other
European 15%
Languages
15%
23%
64%
7%
8%
By process
6%
10%
53%
English
Indian
Languages
Payment
collections
Order
fulfillment and
transaction
processing
10%
44%
Customer
service
14%
16%
Inbound sales services
Year of
investment
2013 and 2016
SCAN platform
Internal
2015
The Sutherland Customer Analytics Network (SCAN) is a cloud-based iBPO technology platform
designed to continually optimize the customer experience, operational performance, and financial
impacts of critical revenue, cost, and profitability-facing
Omnichannel solutions
Internal
2015
Sutherland invested in omnichannel solutions to provide a unified experience for the customer
across all channels
Campaign Genesis
Internal
2014
Campaign Genesis, developed by Sutherland Global Services, offers broad-based support to the
client marketing team
Internal
2014
Description
Customer engagement
platform
1
Source:
Comments
Development of full 360 degree customer engagement through online, in person, and contact center
interactions in London (UK), with additional site forthcoming in San Francisco (U.S.) in 2016
Includes channel management, customer analytics, customer retention management, and performance management & reporting
Everest Group (2016)
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110
(page 3 of 5)
By industry
UK (5%)
Continental
Europe
APAC
LATAM
6%
8%
Travel &
hospitality (5%)
Media &
entertainment
MEA
4%
10%
5%
BFSI 9%
67%
North
America
Healthcare 14%
15%
By buyer size
Government / Public
sector (5%)
Communications
/telecom
28%
19%
Technology
<US$1 billion
US$1-5
billion
US$5-10
billion
9%
15%
19%
57%
>US$10
billion
Retail
Key contact center engagements
Client name
Top U.S. mobility provider
OEM hardware company
U.S. commercial telecom
Software company
Source:
Region
Multiple regions
Multiple regions
Multiple regions
Multiple regions
Client since
2014
2014
2015
2015
111
(page 4 of 5)
Sweden (1)
Estonia (1)
Canada (2)
Slovakia (1)
Bulgaria (3)
U.S.(10)
China (1)
Morocco (1)
Mexico (1)
Jamaica (3)
Egypt (1)
UAE (1)
India (17)
Philippines (11)
Malaysia (1)
Colombia (3)
Brazil (1)
Source:
112
Best-in-class
(page 5 of 5)
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
113
TCS (page 1 of 5)
CCO overview
Company overview
TCS is an Indian multinational IT services, business solutions, and
consulting company providing a wide range of IT-related products and
services. TCS business process services division serves over 330+
clients across 12 countries.
Key leaders
Dinanath Kholkar, Global Head, TCS BPS
Syed Rizvi, Global Head, Enterprise Services, TCS BPS
Himanshu Chawla, Head, CEM
Headquarters: Mumbai, India
CCO revenue
In US$ million
150
160
2014
2015
Scale of CCO
Number of FTEs
6,600
Website: www.tcs.com
7,800
2014
2015
40
50
2014
2015
Recent developments
Made investments related to solutions in areas such as web chat,
social media, and cloud
Scaled up operations at Manila delivery center
Source:
114
TCS (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
Medium-cost (2%)
By language
European
languages (1%)
High-cost (1%)
Others (2%)
By process
Inbound sales
services
97%
97%
Low-cost
English
Outbound sales
services
Other services
9%
9%
Order fulfillment
22%
and transaction
processing
2%
36%
Customer
service
22%
Payment collections
Year of
investment
2015
Internal
2015
Internal
2015
Internal
2015
Internal
2015
Description
Web chat
Source:
Comments
TCS has deployed a comprehensive web chat platform with 70+ features to cater to customer
needs
Unified single-window social media interaction platform to cater to the customers social
interactions
TCS has invested in Click to Call and Click to Chat functionality to improve customer
experience
TCS is currently working on provisioning of private cloud to cater to the needs of customers
business and improving productivity
TCS has deployed Collaboration Platform enabling seamless collaboration and knowledge
transfer
115
TCS (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
MEA (3%) Continental Europe
2%
UK
16%
47%
North
America
APAC
32%
By industry
Technology (2%)
Travel & hospitality
Manufacturing (1%)
Others (1%)
Government /
4%
public sector
10%
Energy & 12%
utilities
16%
54%
BFSI
Source:
<US$1 billion
16%
US$1-5
billion 20%
46% >US$10
billion
18%
Communications
/telecom
By buyer size
US$5-10 billion
Region
North America, Middle East, APAC,
Europe, and UK
North America
North America, Europe, and APAC
North America, Europe, and UK
Australia
North America
Australia
North America
Client since
2008
2008
2010
2010
2011
2012
2012
2015
116
TCS (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
UK (1)
Mexico (1)
India (11)
Philippines (2)
Source:
117
TCS (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
118
Tech Mahindra
CCO overview
(page 1 of 5)
Company overview
Tech Mahindra is a global systems integrator and business
transformation consulting organization, focused primarily on the
telecommunications industry.
CCO revenue
In US$ million
Key leaders
Vineet Nayyar, Executive Vice Chairman
C P Gurnani, Managing Director and Chief Executive Officer
273
270
2014
2015
13,789
15,078
2014
2015
21
20
2014
2015
Website: www.techmahindra.com
119
Tech Mahindra
CCO capabilities
(page 2 of 5)
By language
European languages (3%)
Others (2%)
African
languages
11%
High-cost
2%
98%
84%
Low-cost
English
By process
Payment collections
Inbound sales
6%
services
12%
Customer
36%
service
Outbound sales
12%
services
Order fulfillment
and transaction
processing
13%
21%
VAS1
Description
RPA- UNO
Investment
type
Internal
Year of
investment
2015
PRISM
Internal
2015
CareXa
Internal
2014
1
Source:
Comments
UNO is Robotic Process Automation for back-office operation that tracks issues and reduces the
time an agent takes to resolve them
PRISM is Tech Mahindras lean analytics platform that empowers business users with selfservice predictive analytics
CareXa is a customer management framework that can be deployed in a modular way across all
customer interactions, from acquisition to in-life management to retention/win-back
Includes channel management, customer analytics, customer retention management, and performance management & reporting
Everest Group (2016)
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By industry
Banking (2%)
Manufacturing
(2%)
By buyer size
Others (2%)
Healthcare (1%)
US$5-10 billion
7% 9% >US$10 billion
1%
<US$1 billion
Retail 10%
16%
54% UK
North
America
19%
83%
83%
US$1-5 billion
Communications/telecom
Key contact center engagements
Client name
Top United States catalog retailer
Leading telecom provider in the U.S.
Leading global telco operator in Africa
UK tier-1 telecom operator
A mobile virtual network operator
Source:
Region
United States
United States
Africa
United Kingdom
Europe
Client since
2000
2006
2010
2012
2015
121
Ireland (1)
UK (1)
Hungary (1)
U.S. (1)
China (2)
India (13)
Mexico (1)
Nigeria(1)
Ghana (1)
Gabon (1)
Democratic Republic
Congo(1)
of Congo (1)
Brazil (1)
Malawi (1)
Zambia (1)
Source:
Philippines (4)
Malaysia (1)
122
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
123
Teleperformance
CCO overview
(page 1 of 5)
Company overview
Teleperformance is a global customer service, technical support, call
center, debt collection, and social media company with 311 contact
centers in 65 countries. The company conducts programs in more
than 75 different languages and dialects in various industries.
Key leaders
Daniel Julien, Chairman of the Board
Paulo Csar Salles Vasques, Chief Executive Officer and
President of the Executive Committee
Brent Welch, Chief Operations Officer and Chief Executive Officer
of the English-speaking and Asia Pacific region
Yannis Tourcomanis, Chief Executive Officer of the CEMEA region
Leigh Ryan, Chief Legal Officer and Chief Compliance Officer
Fabricio Coutinho, Chief Research and Development Officer
Olivier Rigaudy, Chief Financial Officer
Alan Truitt, Chief Business Development Officer
Lyle Hardy, Chief Information Officer
Headquarters: Paris, France
CCO revenue
In US$ million
3,372
2014
2015
182,000
190,000
2014
2015
810
850
2014
2015
Scale of CCO
Number of FTEs
Website: www.teleperformance.com
Recent developments
Completed the acquisition of Aegis USA, Inc.
Established a customer experience lab in Lisbon, Portugal. The lab
will conduct multi-cultural research related to changing customer
behaviors, preferences, and key satisfaction drivers
Source:
3,527
124
Teleperformance
CCO capabilities
(page 2 of 5)
Low-cost
26%
33%
By language
Dutch (2%)
Others
Italian (3%)
6%
German (3%)
Swedish
4%
French 8%
High-cost
By process
50% English
Portuguese 9%
14%
Spanish
41%
Medium-cost
Key CCO investments
Description
GN Research Analytics Capabilities
New country investments
Multi-lingual hubs
1
Source:
Investment type
Internal
CAPEX/Recurring
Internal
Year of investment
2014-2016
2014-2019
2012-2015
Comments
Client research & analytics multi-channel solutions
Visa processing centers, centers in Guyana, Africa, Dubai, etc.
Pan-European multi-market outsourced facilities (5)
High-cost regions include North America, Western Europe, Japan, Singapore, and Australia & New Zealand; medium-cost regions include Latin America, Central
Europe, and Middle East & Africa, while low-cost regions include India, Philippines, and Rest of Asia
Everest Group (2016)
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Teleperformance
CCO client portfolio
(page 3 of 5)
Ibero-LATAM
24%
50% EWAP
CEMEA 26%
By industry
Others
Telecom/
12%
Energy
23% Internet
4%
Public sector
6%
Retail 5%
12% Financial
Healthcare & 9%
services
insurance
6%
13%
Travel & tourism
10%
Technology &
Pay TV
electronics
1
Source:
By buyer size
<US$1 billion
10%
US$1-5
billion 15%
50% >US$10
billion
US$5-10
billion
Region
Global
Europe
Europe
United States
United States
Latin America
25%
Client since
1990
1998
1999
2002
2009
2009
EWAP includes North America, United Kingdom, and Asia Pacific including Australia and New Zealand; Ibero-LATAM includes Latin America, Portugal, and
Spain; CEMEA includes Continental Europe and Middle East & Africa
Everest Group (2016)
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Teleperformance (page 4 of 5)
CCO location landscape
CCO delivery location
France
Germany
Italy
Montenegro
Netherlands
Portugal
Spain
Switzerland
Sweden
Finland
Russia
Norway
Canada
UK
Denmark
Czech
Ireland
Republic
Central & Eastern Europe
Western Europe
Kazakhstan
Albania
Poland
Turkey
U.S.
Greece
China
Romania
Morocco
Egypt
Slovakia
Jamaica
Algeria
India
Ukraine
Mexico
Dominican Republic
Tunisia
UAE
Vietnam
El Salvador
Philippines
Guyana
Thailand
Middle East and Africa
Costa Rica
Singapore
Colombia Suriname
Indonesia
Armenia
Kenya
Brazil Azerbaijan
Lithuania
Belarus
Mauritius
Ethiopia
Nigeria
Georgia
Argentina
South Africa Serbia
Ghana
Tanzania
Chile
Guyana
Uganda
Jordan
Zimbabwe
Lebanon
Source:
127
Teleperformance (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
128
TeleTech (page 1 of 5)
CCO overview
Company overview
TeleTech Holdings, Inc. is a global BPO firm providing strategy
consulting, technologies, and services for customer experience
management.
Key leaders
Kenneth D. Tuchman, Chairman & Chief Executive Officer
Keith Gallacher, EVP, Global Markets & Industries
Martin DeGhetto, EVP, Customer Management Services
Judi Hand, EVP, Customer Growth Services
Robert Jimenez, EVP, Customer Strategy Services
CCO revenue
In US$ million
1039
1,046
2014
2015
31,278
31,687
2014
2015
270
270
2014
2015
Scale of CCO
Number of FTEs
129
TeleTech (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
Medium-cost 24%
50% Low-cost
High-cost
Data not
disclosed
By process
26%
Description
Scale
Investment
type
Internal
Year of
investment
2015
Scale
Internal
2014
Merger &
acquisitions
2014
Source:
Comments
TeleTech opened four new centers, one in Florida (U.S.), one in Ohio (U.S.), and two in the
Philippines
TeleTech opened six new centers and acquired three, including two in Arkansas (U.S.), two in
Kentucky (U.S.), and one in Texas (U.S.)
TeleTech acquired rogenSi, a leadership and learning company, and Bulgaria-based Sofica, a
large customer management services provider
130
TeleTech (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
UK (2%)
Continental
MEA
(2%)
Europe
2%
LATAM
11%
APAC
29%
North
54%
America
By industry
Government /
public sector
Retail (4%)
Technology
Travel &
hospitality (2%)
3%
8%
33%
Healthcare 14%
18%
Others
By buyer size
Communications
/telecom
18%
BFSI
Source:
Region
North America
North America
Asia Pacific
North America
North America
North America
South America
Client since
2002
2004
2006
2006
2009
2009
2012
131
TeleTech (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Canada (2)
U.S. (22)
Ireland (1)
England (1)
Macedonia (1)
Bulgaria (2)
Mexico (3)
Philippines (18)
Australia (1)
132
TeleTech (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
133
Transcom (page 1 of 5)
CCO overview
Company overview
Transcom is a global customer experience specialist, providing
customer care, sales, technical support, and credit management
services through the extensive network of contact centers and workat-home agents.
Key leaders
Johan Eriksson, President and Chief Executive Officer
Ulrik Englund, Chief Financial Officer
Roberto Boggio, General Manager, Continental Europe region
Christian Hultn, General Manager, North Europe region
Siva Subramaniam, General Manager, English-speaking markets &
APAC region
CCO revenue
In US$ million
723
696
2014
2015
26,159
29,513
2014
2015
345
325
2014
2015
Scale of CCO
Number of FTEs
Headquarters: Sweden
Website: www.transcom.com
134
Transcom (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
By process
Other European
languages
Medium-cost
21%
45% High-cost
Low-cost 34%
15%
Dutch
4%
Portuguese 5%
44%
German 5%
6%
Italian
8%
13%
Swedish
Spanish
English
Payment
collections (3%)
64%
Customer
service
Description
ERP system
Investment
type
Internal
Year of
investment
2015
Data center
Internal
2015
Mobile workforce
management
Internal
2015
1
Source:
Comments
Invested in ERP system to strengthen control, improve integration, and improve access to data
Invested in data center to reduce costs, increase control, and simplify security & disaster
recovery
Mobile phone app for scheduling; also supports efficient shift trades for agents
Includes channel management, customer analytics, customer retention management, and performance management & reporting
Everest Group (2016)
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
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Transcom (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
MEA (4%)
LATAM (3%)
APAC (1%)
UK (4%)
North
America
By industry
17%
71%
Continental
Europe
Healthcare (1%)
Retail (4%)
Logistics (5%)
Government /
public sector 7%
9%
Technology
13%
BFSI
By buyer size
US$1-5 billion
7%
7%
US$5-10
25%
billion
56%
61%
>US$10
billion
Communications
/telecom
Source:
<US$1 billion
Region
Europe
EMEA
United States
Europe
Client since
1995
2009
Not available
Not available
136
Transcom (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Sweden (6)
Canada (2)
U.S. (2)
Norway (1)
Netherlands (1)
UK (1)
Germany (2)
Portugal (2)
Spain (6)
Tunisia (2)
Estonia (1)
Latvia(1)
Lithuania (2)
Poland (2)
Hungary (2)
Croatia (2)
Serbia (1)
Italy (4)
Philippines (6)
Peru (1)
Chile (1)
Source:
137
Transcom (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
138
Webhelp (page 1 of 5)
CCO overview
Company overview
Webhelp is a pan-European customer experience provider. It
provides omnichannel management that integrates digital channels
with traditional voice and mail across the complete customer life
cycle. The company currently has 68 centers across the EMEA region
and South America, supporting multiple languages with 27,000
employees.
Key leaders
Frdric Jousset, Founding Co-President
Olivier Duha, Founding Co-President
David Turner, Chief Executive Officer (United Kingdom)
CCO revenue
In US$ million
808
586
2014
2015
Scale of CCO
Number of FTEs
25,200
15,581
Website: www.webhelp.com
2014
2015
Recent developments
2015: Webhelp enhanced its geographic footprint by acquiring new
centers in Germany, Italy, Czech Republic, Austria, Portugal,
United States, and United Kingdom
Source:
360
180
2014
2015
139
Webhelp (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
Romanian (4%)
Low-cost
6%
7%
Dutch 9%
1%
Mediumcost 44%
Others (<1%)
German
40% English
55% High-cost
38%
By process
Order fulfillment and transaction processing (4%)
2%
0
Payment
collection (2%)
Inbound sales
7%
VAS1 + others
10%
Outbound
sales
10%
French
67% Customer
care
Description
1
Source:
Investment
type
Year of
investment
Comments
Data not disclosed
Includes channel management, customer retention management, customer analytics, and performance management & reporting
Everest Group (2016)
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EGR-2016-1-R-1878
140
Webhelp (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
By industry
Technology (4%)
MEA
Government /
public sector
2%
UK
68%
Continental Europe
Key contact center engagements
Client name
easyJet
Shop Direct Group
Source:
US$1-5 billion
15%
4%
Retail 6%
BFSI 7%
30%
By buyer size
23%
35%
>US$10
billion 18%
39%
Communications
/telecom
Region
South Africa and United Kingdom
South Africa and United Kingdom
US$5-10
billion
32%
<US$1 billion
Client since
2015
2015
141
Webhelp (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Netherlands (5)
U.S.(1)
UK (12)
Belgium (1)
France (7)
Portugal (1)
Morocco (18)
Algeria (1)
Suriname (1)
Germany (5)
Poland (1)
Czech Republic (1)
Romania (3)
Italy (1)
Austria (1)
Switzerland (1)
India (1)
Madagascar (1)
South Africa (4)
Source:
142
Webhelp (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
143
Wipro (page 1 of 5)
CCO overview
Company overview
Wipro is a US$7.7 billion, global technology services firm. With a
workforce of 170,000+, Wipro operates in over 100 countries. It works
with over 1200 clients, across the globe in 27 industry segments
delivering engineering, technology, and business process solutions
that help solve real world business challenges. Its Business Process
Services (BPS) division provides next- generation technology-led
business process services to global enterprises.
CCO revenue
In US$ million
Key leaders
Nagendra Bandaru, SVP and Chief Executive, Business Process
Services
Scale of CCO
Number of FTEs
346.6
404.6
2014
2015
17,150
20,623
2014
2015
51
59
2014
2015
Website: www.wipro.com
Recent developments
Invested in Next-Generation Customer Experience platform, based
on analytical approach of Next Best Action to present a 360o
customer profile as a solution wrapper on existing applications
Digital solutions portfolio strengthened by partnering with digital
point solutions to enable an end-to-end customer journey
experience
Source:
144
Wipro (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
Medium-cost (2%)
High-cost
By process
Others
2%
3%
98%
95%
English
Low-cost
Key CCO investments
Investment
Description
type
Enterprise
Internal
transformation
proprietary framework
Year of
investment
2015
Automatic close
looping survey
Robotic process
automation
Partnership
2014
Internal
2014
1
Source:
Comments
Enterprise transformation suite is a comprehensive solution to address the central business
essentials of achieving process efficiencies with a focus on cost optimization, revenue
upliftment, and enhanced customer experience. The solution suite delivers standardized service,
touching all engagements of a customer lifecycle through: simplification, automation,
intelligence, and immersive experience. Enterprise transformation framework is future-ready and
industry-agnostic with robust business outcomes
Automatic close looping survey helps clients collect, analyze, and act in real-time to address
their customers comments and issues
Has invested in RPA which provides the benefit of incremental automation that replaces manual
FTEs by sophisticated "Bots" at very competitive price points
Includes channel management, customer analytics, customer retention management, and performance management & reporting
Everest Group (2016)
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EGR-2016-1-R-1878
145
Wipro (page 3 of 5)
CCO client portfolio
CCO revenue mix1
US$ million
By geography
LATAM (3%)
Continental Europe
APAC
UK
MEA (1%)
4%
12%
26%
North
54% America
By industry
Media &
Entertainment(3%)
Logistics (3%)
Retail (3%)
Travel &
hospitality
9%
Others (1%)
1%
Manufacturing 10%
Technology
10%
13%
Source:
<US$1 billion
Communications
18% /telecom
15% BFSI
By buyer size
8%
US$1-10
34%
billion
58%
>US$10
billion
15%
Healthcare
Region
Americas, LATAM, and Europe
Americas, LATAM, and Asia
United Kingdom
United Kingdom
Australia
Americas
Client since
2003
2005
2006
2010
2010
2013
146
Wipro (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Canada (1)
Ireland (1)
Romania (2)
U.S. (1)
India (11)
Mexico (1)
Philippines (2)
Australia (1)
Source:
147
Wipro (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
148
WNS (page 1 of 5)
CCO overview
Company overview
WNS is a global provider of business process management services. A
publicly-listed company, WNS offers its services through industry-focused
business units in travel, transportation & leisure, healthcare, manufacturing,
utilities, insurance, retail & consumer packaged goods, telecommunication,
media & entertainment, shipping & logistics, consulting & professional
services, and banking & financial services. WNS also offers a range of
horizontal BPO services across multiple industries in areas such as contact
center, finance & accounting, technology solutions, procurement, legal
services, HR outsourcing, and research & analytics.
CCO revenue
In US$ million
Key leaders
Keshav Murugesh, Chief Executive Officer
Ronald Gillette, Chief Operating Officer
Suhrid Brahma, Chief Technology Officer
Sanjay Puria, Chief Financial Officer
R. Swaminathan, Chief People Officer
Sanjay Jain, Chief Business Transformation Officer
Krishnan Raghunathan, Chief Capability Officer
Deepak Gupta, Executive Vice President, Contact Center Operations
Scale of CCO
Number of FTEs
118
2014
10,500
2015
12,700
2014
2015
44
44
2014
2015
Website: www.wns.com
Recent developments
Opened two new delivery centers in South Africa and one new delivery
center in the United States
Partnered with two leading organizations for onshore delivery, one in
United Kingdom and the other one in Malaysia
Source:
150
149
WNS (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
High-cost
Payment collections
VAS1 5%
10%
Order fulfillment
and transaction
Customer
10%
40%
processing
service
Others
3%
Indian
13%
1%
Medium-cost
By process
28%
71%
African
27%
57%
English
Low-cost
35%
Sales services &
customer service
Description
RePAXSM
Investment
type
Internal
Year of
investment
2015
Q-BaySM
Internal
2015
RoboTKTexchange
Internal
2015
1
Source:
Comments
RePAXSM is an automated, on-demand, passenger experience solution, which helps airlines
and OTAs transform travel disruption handling
Q-BaySM is a fully automated back-office workflow and workforce management solution that
offers features such as work prioritization & allocation, agent skill level management, SLA
tracking, and historical & real-time reports
RoboTKTexchange is a fully automated robotic platform to reissue tickets due to schedule
change, that works across multiple airlines
Includes outbound sales service, customer analytics, and performance management & reporting
Everest Group (2016)
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EGR-2016-1-R-1878
150
WNS (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
Continental
APAC Europe (2%)
By industry
Government / public
Media &
sector (1%)
entertainment (2%)
Healthcare (1%)
Retail (2%)
5%
MEA
21%
BFSI
45% UK
North America
6%
Telecom 16%
27%
Energy &
utilities
32%
Source:
By buyer size
<US$1 billion
30%
20%
>US$10 billion
25%
25%
US$5-10 billion
US$1-5 billion
Region
United Kingdom
Continental Europe
Continental Europe
United States
Client since
2006
2007
2008
2009
151
WNS (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location
Poland (1)
Romania (1)
U.S. (2)
China (1)
India (17)
Philippines (2)
Sri Lanka(1)
Source:
152
WNS (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Strengths
Overall
Market success
Areas of improvement
Source:
Buyer
satisfaction
153
Xerox (page 1 of 5)
CCO overview
Company overview
Xerox is a business process and document management provider.
Xerox has more than 130,000 employees and conducts business in
more than 180 countries, providing business services, printing
equipment, and software for commercial and government
organizations. Xerox provides customer care services across a
variety of industries including communications, wireless, healthcare,
retail, and public sector.
CCO revenue1
In US$ million
Key leaders
Ursula M. Burns, Chairman and CEO
Ashok Vemuri, CEO, Xerox Business Services
Sue Watts, COO, Global Capabilities for Xerox Services
Scale of CCO
Number of FTEs
N/A
N/A
2014
2015
0%
49,800
49,850
2014
2015
N/A
N/A
2014
2015
Website: www.xerox.com
Recent developments
Acquired Invoco, a Germany-based customer care service
provider, to strengthen its capabilities in European languages
Xerox announced its plans to separate into two independent
publicly-traded companies in January 2016 the business process
outsourcing company that will be named Conduent, Inc. and the
document technology company will continue to be called Xerox
Corporation
1
Source:
Based on Everest Group estimates, which leverage our proprietary Transaction Intelligence (TI) database, service providers ongoing coverage, public
disclosures, and interaction with buyers
Everest Group (2016)
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EGR-2016-1-R-1878
154
Xerox (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location
By language
Other European languages (6%)
German (3%)
Asian (1%)
Italian (3%)
Dutch (3%)
Low-cost
6%
Medium-cost 31%
63%
High-cost
Spanish 27%
57% English
By process
Order fulfillment and
Outbound sales transaction processing
services
Payment
6% 5%
6%
collection
Inbound sales 12%
services
VAS1 + other
services
53% Customer
service
18%
Description
Xerox ClearSightTM
Case Management
Empath
Investment
type
Internal
Year of
investment
2014
Internal
2014
1
Source:
2014
Comments
Robotic software controls the business process workflow plus what the users see on their
computer screens. The software application can be used to train customer care agents
Next-generation social listening platform, combining technology with analytical expertise to help
brands mine their social traffic for actionable intelligence
Acquisition of Invoco Holding GmbH for the expansion of customer care business in Europe
Includes channel management, customer analytics, customer retention management, and performance management & reporting
Everest Group (2016)
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EGR-2016-1-R-1878
155
Xerox (page 3 of 5)
CCO client portfolio
CCO revenue mix1
US$ million
By geography
LATAM
EMEA
By industry
APAC (2%)
5%
16%
Government
Healthcare
Industrial,
retail and
hospitality
Financial services
3%
7%
11%
14%
77% North
America
By buyer size
Public sector
17%
Commercial
healthcare
High-tech,
communications
and media
1
Source:
48%
Region
Global
United States
Global
Client since
N/A
N/A
N/A
Based on Everest Group estimates, which leverage our proprietary Transaction Intelligence (TI) database, service providers ongoing coverage, public
disclosures, and interaction with buyers
Everest Group (2016)
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
156
Xerox (page 4 of 5)
CCO location landscape
CCO delivery location
Netherlands
UK
Canada
Germany
Czech Republic
France
Romania
Italy
Turkey
Portugal
Albania
U.S.
Mexico
Guatemala
Colombia
Peru
Jamaica
Dominican Republic
Philippines
Suriname
Malaysia
Brazil
Argentina
Source:
157
Xerox (page 5 of 5)
Everest Group assessment
Measure of capability:
Best-in-class
Not matured
Leaders
Major Contenders
Aspirants
Delivery capability
Scale
Scope
Technology
and innovation
Delivery
footprint
Buyer
satisfaction
Overall
Strengths
Areas of improvement
Source:
Market success
158
Contents
Appendix
Glossary of key terms
CCO research calendar
References
159
(page 1 of 2)
Term
Definition
ACV
Annualized Contract Value is calculated by dividing the Total Contract Value (TCV) by the term
of the contract
BPO
Business Process Outsourcing refers to the purchase of one or more processes or functions
from a company in the business of providing such services at large or as a third-party provider
Buyer
The company/entity that purchases outsourcing services from a provider of such services
Contract term
The duration of the outsourcing contract. It drives the schedule over which the buyer or service
provider amortizes capitalized costs, or the period over which Net Present Value (NPV) /
Internal Rate of Return (IRR) is calculated
FAO
Finance and Accounting Outsourcing is the transfer of ownership of some, or all finance and
accounting processes or functions to a service provider. This could include administrative,
delivery, or management-related processes or functions
FTEs
GIC
Global In-house Centers are service delivery operations in low-cost geographies, which are
owned and operated by the same company receiving the services (i.e., not third-party
outsourcing)
HRO
Human Resources Outsourcing is the transfer of ownership of some, or all human resource
processes or functions to a service provider. This could include administrative-, delivery-, or
management-related processes or functions
160
(page 2 of 2)
Term
Definition
ITO
Offshoring
PO
Service provider
TCV
Total Contract Value is the potential revenue associated with the contract and estimated at the
commencement of the contract (e.g., sum total of revenue accrued to the service provider from
the contract over the entire contract term, usually measured in millions of dollars)
161
Published
Topic
Current
Release date
January 2016
February 2016
March 2016
March 2016
April 2016
Analytics Business Process Services (BPS) Service Provider Landscape with PEAK Matrix Assessment 2016
April 2016
Contact Center Outsourcing (CCO) Service Provider Landscape with PEAK Matrix Assessment 2016
May 2016
June 2016
June 2016
Achieving Maximum BPO Value: How Smart Buyers Structure Contact Center Relationships
June 2016
June 2016
July 2016
July 2016
August 2016
August 2016
Q3 2016
Q4 2016
Q4 2016
Q4 2016
Q4 2016
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878
162
The following documents are recommended for additional insight into the topic covered in this report. These documents either
provide additional details or complementary content that may be of interest
1. Contact Center Outsourcing Annual Report 2016: The Rise of Digital Contact Centers Clear Evidence that Real Change is
Underway (EGR-2016-1-R-1823); 2016. The CCO market grew at ~4% in 2015 to reach US$75-78 billion. This report provides an
overview of the CCO market, including market size & adoption trends, key solution characteristics, service provider landscape, and areas
of service provider investment.
2. Contact Center Outsourcing (CCO) Service Provider Landscape with PEAK Matrix Assessment 2016 (EGR-2016-1-R-1771);
2016. This report focuses on service provider positioning in the CCO market, changing market dynamics & emerging service provider
trends, and assessment of service provider delivery capabilities.
3. Making the Work-At-Home-Agent (WAHA) Model Work: A Buyers Perspective (EGR-2016-1-R-1801), 2016. With the evolution of
recent technological advancements over time, WAHA has emerged as an attractive option through which buyers can significantly reduce
cost of operation and also increase the service quality. This whitepaper analyses the key drivers for adoption, as well as adoption pattern
of Work-At-Home Agents (WAHA) model in contact center strategy.
For more information on this and other research published by Everest Group, please contact us:
Katrina Menzigian, Vice President:
Skand Bhargava, Practice Director:
Jayapriya K, Senior Analyst:
Sharang Sharma, Analyst:
CCO Team:
katrina.menzigian@everestgrp.com
skand.bhargava@everestgrp.com
jayapriya.k@everestgrp.com
sharang.sharma@everestgrp.com
CCOresearch@everestgrp.com
163
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