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Contact Center Outsourcing (CCO) Service Provider

Compendium 2016
Contact Center Outsourcing (CCO)
Market Report August 2016

Copyright 2016 Everest Global, Inc.


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Office: +1-214-451-3000
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Everest Groups CCO research is based on multiple sources of


proprietary information (page 1 of 2)
1

Proprietary database of 2,500+ CCO contracts (updated annually)


The database tracks the following elements of each CCO contract:
Buyer details including industry, size, and signing region
Contract details including Total Contract Value (TCV), Annualized
Contract Value (ACV), term, start date, service provider FTEs, and
pricing structure
Scope including buyer geography and functional activities
Technology including Customer Relationship Management (CRM)
technology, communication technology, and enabler technology
ownership & maintenance
Global sourcing including delivery locations and level of offshoring

Service providers covered in the analysis

Proprietary database of operational capability of 25+ CCO service


providers (updated annually)
The database tracks the following capability elements for each service
provider
Key leaders
Major CCO clients and recent wins
Overall revenue, total FTEs, and contact center employees
Recent contact center-related developments
CCO revenue split by geography, industry, and client size
CCO delivery locations
CCO service suite
Contact center-related technology capability

Confidentiality:

Everest Group takes its confidentiality pledge very seriously. Any information, which is contract specific, will only be presented back to the industry in an
aggregated fashion
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878

Everest Groups CCO research is based on multiple sources of


proprietary information (page 2 of 2)
3
Buyer surveys and interactions
Global survey and one-on-one executive-level interviews are undertaken to understand how organizations perceive
performance of their CCO provider. The survey/interviews focus on different aspects of an outsourcing relationship including:
Key drivers for outsourcing contact center
Contract details (including process scope, signing year, and duration)
Overall performance of the service provider including key strengths and improvement areas
Detailed assessment of service provider performance across different elements, such as:
Performance against key CCO metrics
Performance across various contact center processes
Performance during the implementation and transition phases
Governance and relationship management

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EGR-2016-1-R-1878

Table of contents

(page 1 of 2)

Topic

Page no.

Section I: CCO service provider landscape snapshot


Definition of CCO
CCO service provider landscape
Market size and growth
PEAK Matrix for CCO

7
8
10
11
12

Section II: Service provider profiles


Aegis
Alorica
CGI
Concentrix
Conduit Global
Dell Services
EGS
EXL
Firstsource
Genpact
HCL
Hexaware
HGS
HPE

13
14
19
24
29
34
39
44
49
54
59
64
69
74
79
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Table of contents

(page 2 of 2)

Topic

Page no.

Section II: Service provider profiles (continued)


Infosys
Intelenet
Knoah Solutions
Minacs
Sitel
Sutherland Global Services
TCS
Tech Mahindra
Teleperformance
TeleTech
Transcom
Webhelp
Wipro
WNS
Xerox

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

CCO service provider landscape snapshot

Service provider profiles

Appendix

Copyright 2016, Everest Global, Inc.


EGR-2016-1-R-1878

Everest Groups definition of the CCO market is centered on


the delivery aspects of customer interaction
Contact center pyramid

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

Traditional CCO primarily


focused on individual
operational services
Now, value-added services are
increasingly being included in
CCO

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:

Everest Group (2016)


Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878

We break each element into subprocesses of the customer


interaction value chain
Strategy (in-house)
Contact center sourcing strategy
Alignment of contact center
strategy with corporate strategy

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

Order fulfillment and


transaction processing
Order management
Order validation
Order entry
Order processing
Order amendment / exception
handling
Product activation
Return/refund/rebate processing
Billing and delivery queries

Payment collections
Early-stage collections
Channel identification
Customer loyalty
maintenance
Late-stage collections
Customer-at-risk analysis
Customized treatment
plan

Copyright 2016, Everest Global, Inc.


EGR-2016-1-R-1878

Performance management &


reporting
SLA adherence
Key performance metrics
Performance optimization
Operational and management
reporting

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

The service provider landscape for CCO includes CCO


specialists, integrated IT+BPO players, and BPO pure-plays
NOT EXHAUSTIVE
CCO specialists

Predominantly focused on contact


center outsourcing
Do not have a significant play in
other BPO/ITO segments

IT+BPO players

Integrated players that provide


services across ITO and BPO
Have a significant ITO portfolio
beyond BPO

Copyright 2016, Everest Global, Inc.


EGR-2016-1-R-1878

BPO pure-plays

Have significant presence across


BPO segments (e.g., FAO, PO, and
HRO) beyond CCO
Do not have a significant ITO play

10

Teleperformance and Convergys lead the overall market with


the largest CCO revenue, followed by several other players
more than US$1 billion in revenue
2015 CCO service provider revenue1
Revenue in U.S.$ billion

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

Webhelp and Capita posted


strong growth on the back of
acquisitions of smaller firms in
Europe

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

High growth for Alorica on the


back of its acquisition of West
Corps CCO business

<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%

Includes service providers with revenue over US$500 million


Based on operational capability assessment of 30+ service providers; annual reports; Everest Group estimates
Copyright 2016, Everest Global, Inc.
EGR-2016-1-R-1878

11

Everest Group PEAK Matrix 2016 CCO market


standings
Performance | Experience | Ability | Knowledge
Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix for CCO1
75th

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

CCO delivery capability


(Scale, scope, technology solutions & innovation, delivery footprint, and buyer satisfaction)
1
Note

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

CCO service provider landscape snapshot

Service provider profiles

Appendix

Copyright 2016, Everest Global, Inc.


EGR-2016-1-R-1878

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

Headquarters: Mumbai, India

0%

Website: www.aegisglobal.com

40,000

40,000

2014

2015

CCO client base


Number of clients
Data not disclosed
Recent developments
2014: Established a multi-lingual center of excellence in Kuala
Lumpur to meet the growing CCO demand in the region
Source:

Everest Group (2016)


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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%

Data not disclosed


72%

Low-cost

Indian
languages

40%

51% English

Key CCO investments

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

New service offering


Internal service capability

2015
2015

New service offering

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

Everest Group (2016)


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15

Aegis (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography

North America (6%)


UK (5%)

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

Key contact center engagements


Client name

Region

Client since

Data not disclosed

Source:

Everest Group (2016)


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16

Aegis (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery locations

UK (1)

Saudi Arabia (2)


Sri Lanka (1)

India (25)
Malaysia (2)

Peru (1)

Argentina (6)

Source:

South Africa (2)

Australia (3)

Everest Group (2016)


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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

With good buyer satisfaction levels and appreciable capabilities


across most dimensions, Aegis has emerged as a Major
Contender on the CCO PEAK Matrix
Having set up hubs dedicated to social media, analytics, and
language capabilities, Aegis has made investments to drive
innovation and customer experience
It has also invested in multiple in-house technologies around
analytics, communication technologies, and automation in
recent years, which has allowed it to offer more robust offerings
to clients

Source:

Buyer
satisfaction

Aegis derives the majority of its revenue from


emerging geographies. While it has built a nascent
presence in the North American market, it can
grow its business in the region to bring in more
value
It is heavily dependent on the telecom industry for
its revenue and should target emerging industries,
such as retail and healthcare, for future growth
In terms of delivery presence too, it can look to
diversify its locations in order to leverage onshore
and nearshore regions better, which can enable
enhanced relationship management as well as
delivery of more complex services

Everest Group (2016)


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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

Headquarters: Irvine, California, United States

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

CCO client base


Number of clients
130
64
2014

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.
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19

Alorica (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location

By process

8%

Order fulfillment &


transaction
processing (2%)
2%

Outbound
sales service

French
Latin American
4%
11%

Medium-cost
Low-cost

By language

Payment collection

19%

5%
7%

Inbound sales 15%


service
73% High-cost

85%

English

VAS1

49% Customer
Service

21%

Key CCO investments


Investment
Description
type
Year of investment Comments
B2C Rev Gen
Internal
2015
Alorica Outreach is a B2C revenue generation solution that promotes Smart Calls versus cold
calls
Internal
2015
Spectrum
A proprietary workforce management system that includes key features such as forecasting,
multi-skill scheduling, robust reporting, real-time adherence (application that integrates with
ACD), and multiple system integrations (ACD, HR System, and Payroll) for schedule
management of agents
2015
Center of Analytical Internal
Center of Analytical Excellence is a dedicated team of higher education graduates and
Excellence
postgraduates who work as internal consultants for process optimization using data mining &
predictive modeling, operations research, and advanced analytics

1
Source:

Includes channel management, customer analytics, customer retention management, and performance management & reporting
Everest Group (2016)
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20

Alorica (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
LATAM
APAC

6%
10%

14%

83%
North America

Key contact center engagements


Client name
Fortune 500 media & entertainment company
Fortune 500 financial services company
Fortune 500 telecommunications client
Fortune 500 cable provider
Fortune 500 telecommunications company
Global consumer electronics company

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%

Media & entertainment

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

Everest Group (2016)


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21

Alorica (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

U.S. (55)
Mexico (1)
Honduras (1)

Jamaica (1)
Dominican Republic (2)
Philippines (6)

Brazil (1)

Source:

Everest Group (2016)


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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

Alorica is a Leader and a Star Performer on the CCO PEAK


Matrix
Its strong revenue growth is driven by a combination of both
inorganic growth from the West CCO acquisition and also
organic growth driven by expanding scope & scale with legacy
Alorica clients
It has strong capabilities in value-added services and non-voice
channels, both of which are driving growth in the CCO sphere
It has a diversified presence across various industries such as
retail, healthcare, and media & entertainment
Alorica has also diversified and added small- and mediumsized buyers to its client portfolio, helping it mitigate any
concentration risk in the future

Source:

Buyer
satisfaction

It continues to rely on North America for the


majority of its revenue and can look towards
markets in Europe, Middle East, and Latin America
for future growth
It would benefit from expanding its language
capabilities across Asian and European languages
and derive more business from these regions
It has a limited delivery presence in low-cost
regions and can consider moving some portion of
its workforce to those regions for a more robust
delivery mix

Everest Group (2016)


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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

CCO client base


Number of clients

Recent developments
Focused on Manila to provide CCO services in multiple European
languages through offshore-based native speakers
Source:

Everest Group (2016)


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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%

Key CCO investments

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

Everest Group (2016)


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25

CGI (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography
Continental Europe

By industry

By buyer size

Energy & utilities

5%

BFSI

Healthcare

10%
10%
20%

Data not disclosed


60% Government /
public sector

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

Everest Group (2016)


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26

CGI (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

U.S. (7)

Spain (1)
Portugal (1)
India (2)
Philippines (1)

Source:

Everest Group (2016)


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EGR-2016-1-R-1878

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

CGI is an Aspirant on the CCO PEAK Matrix


It has successfully remodeled the Atlas 360 platform, which has
been used so far to serve Federal Government clients, to now
serve healthcare clients as well

Source:

Overall

It has limited scope and delivery with nascent


market penetration
CGIs primary focus in the United States is the
public sector, resulting in a limited scope. It can
look at leveraging its experience and expand in
other industries within the United States for growth
opportunities
It has limited exposure in value-added services
and can consider increasing its capabilities and
business in these services to drive growth
It can leverage its IT+BPO legacy to develop a
broader set of solutions around customer
analytics, social media, automation, and
omnichannel solutions

Everest Group (2016)


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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

Headquarters: California, United States


Website: www.concentrix.com

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

CCO client base1


Number of clients

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)
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Concentrix (page 2 of 5)
CCO capabilities
Split of CCO FTEs
Number of FTEs
By location

By language

By process

Data not disclosed

Data not disclosed

Data not disclosed

Key CCO investments


Description
Consulting practice expansion
Technology innovation
partnerships
WAH (Work-at-Home)

Source:

Investment type
Internal
Partnership

Year of investment Comments


Expanded based on geography, competency, and vertical
2015
2015
Pilots with leading automation, robotics, and as-a-service-platforms

Internal

2015

Technology enhancement & global expansion

Everest Group (2016)


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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%

Data not disclosed

Government / 10%
20% BFSI
public sector
10%
15%
Communications
Hi-tech
/media

Key contact center engagements


Client name

Region

Client since

Data not disclosed

Source:

Everest Group (2016)


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Concentrix (page 4 of 5)
CCO location landscape
90 centers across 25 countries

CCO delivery location

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:

Everest Group (2016)


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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

With strong revenue growth in 2015, a broad scope, and high


buyer satisfaction, Concentrix is a Leader on the CCO PEAK
Matrix
It has a well-distributed revenue mix by geography and
industry, covering clients from all major regions and industries
It also derives a significant part of its revenue from non-voice
channels such as email and chat
It has invested in partnerships in areas such as customer
journey experience, automation, and robotics
With the IBM integration near completion, Concentrix will now
apply its resources to execute the vision of the firm

Source:

Buyer
satisfaction

It has a low-cost-centric delivery model with the


majority of its FTEs present in low-cost locations,
which can affect its ability to target certain
opportunities. It can look at expanding its delivery
presence in medium- and high-cost locations to
offer a more balanced delivery solution
Buyers cite customer insights and analytics as an
area of further improvement

Everest Group (2016)


Copyright 2016, Everest Global, Inc.
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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

Headquarters: New York, United States

3,904

Website: http://www.conduitglobal.com
2014

2015

14

12

2014

2015

CCO client base


Number of clients
Recent developments
2015: Partnered a Mexican homegrown contact center, based in
the Baja region, to provide nearshore bilingual capacity
2015: Partnered with Touch Commerce to allow Conduit Global to
provide its clients (and their consumers) with the highest calibre
chat technology
Source:

Everest Group (2016)


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Conduit Global
CCO capabilities

(page 2 of 5)

Split of CCO FTEs


Number of FTEs
By location

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

Made investments to renovate delivery center in the Philippines

Everest Group (2016)


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Conduit Global (page 3 of 5)


CCO client portfolio
CCO revenue mix1
US$ million
By geography

By industry

Government /
Public sector(3%)

Asia Pacific

Others (5%)

Healthcare

14%

North
America

Energy & 19%


utilities

3%

59%
Communications
/telecom

Key contact center engagements


Client name
NHS Direct
British Gas
NYC311
Xerox
Tennessee Carriers

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)
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Conduit Global (page 4 of 5)


CCO location landscape
(XX) Number of centers in each location

CCO delivery location

Ireland (3)

U.S. (3)

UK (3)
Austria (1)

Morocco (1)

Mexico (1)
Philippines (2)

Mauritius (1)

Source:

Everest Group (2016)


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37

Conduit Global (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

Conduit Global is an Aspirant on the CCO PEAK Matrix


It has seen appreciable growth from non-voice channels,
especially social media
Delivery presence across high-cost locations allows it to deliver
voice services with a native touch
The firm is investing in future growth, including new
management talent involving CCO veterans
Buyers cite flexibility and adaptability as key strengths

Source:

Overall

It is a smaller player with limited geographic reach


Almost all of Conduit Globals work is in customer
service. It must expand in other areas, especially
value-added services, to drive growth and diversify
its business
It is reliant on North America and United Kingdom
for majority of its revenue, exposing it to
concentration risk
It can look at expanding its language capabilities
beyond English

Everest Group (2016)


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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

CCO client base


Number of clients

Recent development
2015: Invested in sales practioners in geographies, solution
architects & practice / new offerings, and marketing efforts
Source:

Everest Group (2016)


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39

Dell Services (page 2 of 5)


CCO capabilities
Split of CCO FTEs
Number of FTEs
By location

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

Order fulfillment and transaction processing (3%)


Payment collections (2%)
VAS1
4%
Inbound sales
services 13%
46% Technical
support
Customer 32%
service

Key CCO investments

Description
Delivery center
capacity
Innovation lab

Dell AFTE solution

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

Dell Services (page 3 of 5)


CCO client portfolio
CCO revenue mix
US$ million
By geography
MEA
UK
LATAM
Continental
Europe

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

U.S. energy major


State-based health insurance exchange company
Global aerospace leader
Life insurance company
Health insurance company

Source:

US$1-5
billion

>US$10
billion

Client since
1999
2003
2003
2008
2008
2011
2011
1999

Everest Group (2016)


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41

Dell Services (page 4 of 5)


CCO location landscape
(XX) Number of centers in each location

CCO delivery location

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:

Everest Group (2016)


Copyright 2016, Everest Global, Inc.
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42

Dell Services (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 robust delivery capabilities and a reasonably good client


base, Dell Services is a Major Contender on the CCO PEAK
Matrix
Leveraging its IT legacy and expertise from other areas within
BPS, Dell Services is expanding its CCO base and adding new
clients by offering end-to-end operation solutions
It has established significant market presence across all major
geographies and has a well-distributed portfolio of clients
across different buyer sizes
Dell Services is using its capabilities in automation and robotics
to improve its overall contact center efficiency and reduce
human involvement in redundant tasks

Source:

Buyer
satisfaction

It is heavily focused on the technology industry


and would benefit from expanding its business in
other industries to have a more balanced and
diversified portfolio
It derives a considerable portion of its revenue
from technical support services, but could enhance
these by bundling capabilities in value-added
services such as customer retention management
and customer analytics
Further expansion into non-voice channels such as
social media and chat offer underpenetrated
revenue opportunities

Everest Group (2016)


Copyright 2016, Everest Global, Inc.
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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

Headquarters: Plano, Texas, United States


Website: www.egscorp.com
CCO client base
Number of clients
Recent developments
2015: Added new centers across the Philippines, the United
States, and Guatemala
2015: Made investments in communication technologies such as
call routing and audio recording
Note
Source:

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

Key CCO investments


Investment
Description
type
Data center colocation Internal
/ infrastructure refresh
Work at Home
Internal

Year of
investment
2015

Social media CRM

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

Everest Group (2016)


Copyright 2016, Everest Global, Inc.
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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%

80% >US$10 billion

Healthcare

Key contact center engagements


Client name

Region

Client since

Data not disclosed

Source:

Everest Group (2016)


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46

EGS (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

Canada (7)

UK (1)

U.S. (47)
Mexico (1)
Guatemala (3)
Panama (3)

Antigua (1)
Philippines (10)

Uruguay (1)

Source:

Australia (2)

Everest Group (2016)


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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

Most of EGS business is driven by large-sized


clients. Adding mid- and small-sized buyers to its
portfolio can fuel its growth
It has a limited presence in chat and social media
services and can target these channels for driving
higher revenue
Buyers expect EGS to allocate more resources for
its support teams to enable higher quality of work

Everest Group (2016)


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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

Headquarters: New York, United States

9,167

Website: www.exlservice.com
N/A
2014

2015

CCO client base


Number of clients
Recent developments
2015: Opened a delivery center in Cape Town, South Africa, to
provide voice and BPO services for UK clients
2015: Partnered with Carvajal Tecnologia y Servicios, a subsidiary
of Carvajal S.A., to set up delivery centers in Bogot and Cali,
Colombia, to provide bilingual (Spanish and English) services
Source:

31
N/A
2014

2015

Everest Group (2016)


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EGR-2016-1-R-1878

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

Outbound sales services

5%
8%
33%

VAS1 + 26%
others
98%

99%

28%

Low-cost

English

Customer service

Order
fulfillment
and
transaction
processing

Key CCO investments

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

Media & entertainment (1%)


Others

Travel & hospitality

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

Key contact center engagements


Client name
Large UK energy and home services company
American multinational financial services corporation
Leading commercial & industrial equipment rental & leasing company

Source:

Region
United Kingdom
United States
United States

Client since
2006
2010
2014

Everest Group (2016)


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51

EXL (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

Czech Republic (1)


Romania (1)
U.S.(1)
India (17)

Philippines (5)
Colombia (2)

South Africa (1)

Source:

Everest Group (2016)


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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

With the addition of new client logos and strong revenue


growth, EXL has emerged as a Major Contender and a Star
Performer on the CCO PEAK Matrix
EXL is known for its deep domain knowledge in BFSI and
advanced analytics capabilities, and it has successfully
leveraged these capabilities to drive business on the CCO front
It has also made a number of internal investments, as well as
acquisitions in the last 12-18 months to build a strong suite of
technology capabilities in areas such as RPA, analytics, and
omnichannel solutions
Buyers cite its cohesive style of working and commitment as its
key strengths

Source:

Buyer
satisfaction

Most of its workforce is based out of India and the


Philippines. Expanding its capacity in high- and
medium-cost locations is recommended
EXL is primarily focused towards buyers in North
America and United Kingdom, but could look
towards other geographies to expand its business
Expansion of language capabilities beyond English
ought to be considered in order to target new
clients

Everest Group (2016)


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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

Headquarters: Mumbai, India


Website: www.firstsource.com

CCO client base


Number of clients

Recent developments
Firstsource made a strategic investment in Nanobi, a Bengalurubased analytics company
Source:

Everest Group (2016)


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EGR-2016-1-R-1878

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%

Data not disclosed


67%

Low-cost
80%

English

Key CCO investments

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

Revenue Management Cycle Product Suite for the healthcare sector

Everest Group (2016)


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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

Key contact center engagements


Client name
Sky
Airtel
Global banking company
Lloyds Banking Group
Molina

Source:

Region
United Kingdom
India
United States and United Kingdom
United Kingdom
United States

Client since
2001
2008
2008
N/A
N/A

Everest Group (2016)


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EGR-2016-1-R-1878

56

Firstsource (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

UK (6)

U.S. (16)
India (20)
Philippines (3)
Sri Lanka (1)

Source:

Everest Group (2016)


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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

With appreciable capabilities across most dimensions and a


healthy revenue & client base, Firstource is a Major Contender
on the CCO PEAK Matrix
It has a balanced portfolio of clients, with small-, medium-, and
large-sized buyers all adding significantly to the overall revenue
It has a significant presence in the healthcare vertical and is
among the top five players in the industry
It derives a significant proportion of its revenue from chat and
email
It is driving higher profitability through termination of several low
or negative margin accounts and is focusing on high-value
relationships

Source:

Buyer
satisfaction

It is currently focused on developed markets and


can look into tapping new business from emerging
geographies such as Asia Pacific, Latin America,
and Middle East & Africa
It is majorly focused on healthcare, telecom, and
BFSI, but would benefit from exposing itself to
other industries as well
It is largely absent from medium-cost regions and
can consider moving some portion of its workforce
to these locations for a more robust delivery mix
Buyers expect higher responsiveness and
timeliness from Firstsource

Everest Group (2016)


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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

Headquarters: New York, United States


Website: www.genpact.com

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:

CCO client base


Number of clients

Everest Group (2016)


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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

Key CCO investments

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)
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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

Key contact center engagements


Client name
Global bank servicing U.S. credit card label
Retail arm of an American multinational investment banking and financial services corporation
One of the world's largest and highest valued semiconductor chip makers
Indian arm of one of the largest global conglomerates
A leading U.S. retail bank

Source:

Region
United States
United States
India
India
United States

>US$10
billion

Client since
2008
2015
2015
2015
2015

Everest Group (2016)


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Genpact (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

Netherlands (1)

Poland (4)
Romania (4)

U.S. (3)
Mexico (1)

Source:

UAE (1)
Guatemala (1)

India (13)

China (2)
Philippines (5)

Everest Group (2016)


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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

With appreciable revenue and client growth, Genpact is a Major


Contender on the CCO PEAK Matrix
It is expanding its business in non-voice channels and has a
presence across chat, email, and social media
It has established its market presence across all major
geographies and industries
It has strong language capabilities, which offers the potential for
Genpact to become a truly global player
With investments in analytics in recent years, Genpact now
derives some of its revenue from value-added services
including customer analytics, and has a potential to grow in this
area

Source:

Buyer
satisfaction

Majority of its workforce is present in low-cost


locations. It can consider expanding its delivery
capabilities in medium- and high-cost locations to
offer a more robust delivery solution
It derives the majority of its revenue from the BFSI
industry and can consider expanding business in
other industries that are already strong in the
overall Genpact portfolio
Most of Genpacts clients are large-sized buyers. It
can look towards expanding its business by
targeting the growing segments of medium- and
small-sized buyers

Everest Group (2016)


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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

CCO client base


Number of clients

Everest Group (2016)


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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

Key CCO investments


Investment
type
Partnership

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

Everest Group (2016)


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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

Media & Healthcare (2%)


entertainment
Manufacturing (1%)
Retail 5%
6%
BFSI
7%
Technology 9%
10%

35%
North America

By buyer size

Energy &
utilities

<US$1 billion
10%
US$5-10
billion 14%
45%

60%
Communications
/telecom

Key contact center engagements


Client name
American multinational telecommunication company
Global automobile manufacturer & distributor
Leading global provider of business information solutions and legal database to professionals in law firms and
corporations
Global leader in education publishing
Largest fixed-line telecommunications network
American multinational corporation specializing in Internet-related services
North Americas largest energy suppliers of electricity, natural gas, and related services
Leading U.S. provider of healthcare services and medical equipment

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

Everest Group (2016)


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HCL (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

Northern Ireland (1)


Ireland (1)
UK (1)

Poland (1)

U.S. (3)
India (6)

Mexico (1)

China (2)
Philippines (2)

Brazil (2)

Source:

Everest Group (2016)


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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

With a healthy revenue growth rate and a focus on technology


& innovation, HCL is a Major Contender on the CCO PEAK
Matrix
Leveraging its IT-BPO capabilities, HCL has developed a
strong portfolio of solutions around contact center technology,
which is helping it reduce agent training time and drive
efficiency in its operations
It derives a significant portion of its revenue from non-voice
channels such as chat, email, and social media
Buyers cite the understanding of business requirements and
operational excellence as its key strengths

Source:

Buyer
satisfaction

It can look towards expanding its language


capabilities beyond English to add new clients from
non-English speaking regions
It is reliant on the telecom industry for the majority
of its revenue, and can look towards expanding its
business in other industries as well
It would benefit by expanding the scope of valueadded services within its operations to offer a more
complete set of solutions

Everest Group (2016)


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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

Headquarters: Mumbai, India


1,076
Website: www.hexaware.com

625
2014

2015

2014

2015

CCO client base


Number of clients

Recent developments
Entered into a strategic partnership with Blue Prism, UiPath, and
Work Fusion to offer automation-led BPS offerings to customers
Source:

Everest Group (2016)


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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

UiPath and Workfusion 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

Everest Group (2016)


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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

Data not disclosed

Source:

Everest Group (2016)


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Hexaware (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

Russia (1)

India (3)

Mexico (1)

Source:

China (1)

Everest Group (2016)


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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

Hexaware is an Aspirant on the PEAK Matrix


Instead of targeting traditional contact center business based
around labor arbitrage, Hexaware is acquiring new clients by
leveraging its IT capabilities and offering digital and automation
solutions
It has high presence in non-voice channels such as social
media, and has also seen appreciable growth in value-added
services in recent years
It is also looking to expand its footprint in new geographies and
has gained a foothold in new markets such as United Kingdom,
Middle East & Africa, and Latin America

Source:

Buyer
satisfaction

It has limited scope and market success


Majority of its workforce is based out of India. It
can consider expanding its delivery capabilities in
high- and medium-cost locations to offer a more
robust delivery mix to its clients
It derives the majority of its revenue from the
telecom and travel & hospitality industries. It must
target new industries to gain experience and fuel
the growth of its CCO business
It can look to build its language capabilities beyond
English to acquire clients in new regions

Everest Group (2016)


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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

Headquarters: Bengaluru, India


Website: www.teamhgs.com
2014
Recent developments
Invested in expanding facility at Windsor, Ontario, to cater to the
increased demand in Canada
Acquired Mphasis Group business to enhance the customer
experience domain expertise
Opened two new centers in Manila & Iliolo
Invested in digital CX (customer experience) services to transform
the customer experience
Witnessed growth in Jamaica center for CCO work supporting
North American clients
Source:

2015

CCO client base


Number of clients
140

2014

181

2015

Everest Group (2016)


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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

Key CCO investments

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)
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HGS (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography

By industry

By buyer size

Government / public sector (2%)


Manufacturing (4%)
Others(1%)
BFSI
7%
Technology
7%

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

Everest Group (2016)


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76

HGS (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery 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:

Everest Group (2016)


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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

Through the signing of several new client logos, HGS has


significantly ramped up its scale in terms of FTEs, and hence
received the title of Major Contender on the CCO PEAK Matrix
Its strong focus on healthcare over the years has resulted in
HGS being among the top five players within the healthcare
industry
In the last one year, HGS has invested significantly in opening
new centers in new geographies, as well as expanding scale in
existing ones, to ramp up its delivery capabilities
It derives an appreciable portion of its revenue through valueadded services
With an increased focus in linking front to back-office
processes, HGS is creating several very targeted industryspecific offerings

Source:

Buyer
satisfaction

Majority of its revenue comes from large-sized


buyers in mature markets such as the United
States and United Kingdom. It can look towards
smaller clients in emerging geographies such as
Asia Pacific and Latin America for future growth
While it has a presence in high- and low-cost
delivery locations, it can look towards expanding
its delivery footprint in medium-cost locations to
offer its clients a more balanced delivery mix
Buyers expect HGS to improve its first call
resolution rates

Everest Group (2016)


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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

Headquarters: Palo Alto, California, United States


Website: www.hp.com/services/contact-center

23,854

22,500

2014

2015

500

500

2014

2015

CCO client base


Number of clients

Recent developments
HP recently split into two companies and the CCO division is now a
part of Hewlett Packard Enterprise (HPE)
Source:

Everest Group (2016)


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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%

Data not disclosed

5%
10%

49% High-cost
Low-cost

35%

Customer retention
management (5%)

Customer
45% service

Technical 35%
support

Key CCO investments

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

Everest Group (2016)


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HPE (page 3 of 5)
CCO client portfolio
CCO revenue mix
US$ million
By geography

By industry
Technology

APAC LATAM (1%)


5%
34%

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

Key contact center engagements


Client name
Toshiba
CaixaBank
Accor
National Transport Authority
Google

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

Everest Group (2016)


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81

HPE (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery 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)

Costa Rica (1)

Australia (2)
Argentina (1)

Source:

New Zealand (2)

Everest Group (2016)


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EGR-2016-1-R-1878

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

Exhibiting a broad scope coverage and robust delivery


capabilities, HPE is a Major Contender on the CCO PEAK
Matrix
It has a balanced portfolio of clients from major industries and
is not dependent on any one industry for the majority of its
revenue
It has considerable presence across high-, medium-, and lowcost locations, allowing it to offer a balanced delivery mix to
clients
The split of the parent company into two companies should
allow HPE to have greater financial independence, more
streamlined business structure, and a higher focus on
innovation, going in the future

Source:

Buyer
satisfaction

While HPE has a market presence in mature


geographies, it can look towards expanding its
business in emerging geographies to fuel growth
Most of HPEs clients are large-sized enterprises.
It can target small- and medium-sized buyers to
fuel growth of its business
It can consider leveraging its IT-BPO legacy to
develop solutions in enabler technologies such as
analytics, social media, and automation
In order to create a differentiated viewpoint with
key verticals, HPE could better leverage its past
experience to offer end-to-end solutions

Everest Group (2016)


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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

Headquarters: Bengaluru, India


Website: www.infosysbpo.com

CCO client base


Number of clients
Recent developments
Added a center in Metro Manila to support growth
Two new customer additions in their Europe center in the last quarter
About 25-30% automation is a key offering through their in-house
tools
Source:

Everest Group (2016)


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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

Order fulfillment & transaction processing


Key CCO investments
Description
Avaya Upgrade
Flexibility in premise-based
or hosted solution
Partnering with Aptean

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)
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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$5-10 billion (2%)


<US$1 billion (1%)

US$1-5 billion
9%

60%
Communications
/telecom

Key contact center engagements


Client name

Region

88%
>US$10 billion

Client since

Data not disclosed

Source:

Everest Group (2016)


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Infosys (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

Czech Republic (2)

Poland (1)

U.S. (3)
Mexico (1)

India (9)

China (2)

Puerto Rico (1)


Philippines (2)

Costa Rica (1)


Brazil (1)

Source:

Everest Group (2016)


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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

Infosys is an Aspirant on the CCO Peak Matrix


It continues to invest in enabler technologies such as social
media and analytics though partnerships
It has a market presence across major geographies that
should enable growth in these regions in the future
It also has a strong focus on the non-voice channels and
derives appreciable revenue through them
Buyers cite flexibility and strong operational commitment as
key strengths

Source:

Overall

It has a nascent market success, as well as limited


scope and delivery capabilities
Infosys has a low-cost-centric delivery model with
nascent presence in mid- and high-cost regions.
Further investing in a balanced shoring mix will
help meet client needs better
Firm-wide capabilities and recent investments in
technology can help to derive higher revenue from
value-added services and extend its value
proposition beyond cost arbitrage
An expansion of Infosys CCOs footprint into new
buyer segments, including small- and mediumsized clients, can drive further growth

Everest Group (2016)


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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

Headquarters: Mumbai, India


N/A1

Website: www.intelenetglobal.com

2014

2015

CCO client base


Number of clients
Recent developments
Solutions driven by technology and knowledge services (analytics
and consulting) to deliver additional value
Co-created and developed in-house technology tools in the areas
of digital servicing, speech & text analytics, social media, and
robotic process automation
1
Note
Source:

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)
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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%

Data not disclosed

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

Everest Group (2016)


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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

Key contact center engagements


Client name
Leading UK private medical insurance and Standard Life Healthcare
Leading UK bank
Leading Indian telecommunications company
Leading consumer credit reporting agency in the United States
Leading U.S. healthcare company
Leading Multinational UAE-based telecommunications service provider
Leading Indian multinational public sector banking and financial services company
Leading American search engine company

Source:

Data not disclosed

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

Everest Group (2016)


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Intelenet (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

UK (1)

Poland (1)

U.S. (4)
Jordan (1)
UAE (2)
Saudi Arabia (1)
Guatemala (1)

Source:

India (57)
Philippines (1)

Everest Group (2016)


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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

Exhibiting broad scope coverage and robust delivery


capabilities, Intelenet is a Major Contender on the CCO PEAK
Matrix
Intelenet has a well-distributed portfolio of clients, with small-,
mid-, and large-sized buyers, all adding significant share to the
companys overall revenue
It has a presence across major industries and is amongst the
top players in the public sector space in the United States and
United Kingdom
Intelenet is seeking to reengage the market under its legacy
brand after being spun off from Serco in 2015

Source:

Buyer
satisfaction

Intelenet can focus on increasing awareness of the


Intelenet brand and its alignment with current
market needs
To become a truly global player, Intelenet will need
to expand into the Latin American and Asia Pacific
markets from a buyer perspective
Its lack of any significant presence in medium-cost
locations can affect business traction with
commercial clients and its ability to deliver specific
client requirements

Everest Group (2016)


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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

Headquarters: Las Vegas, United States


Website: www.knoah.com

1,133

1,457

2014

2015

24

26

2014

2015

CCO client base


Number of clients

Recent developments
Invested in onshore presence by establishing Honduras
corporation
Scaled up operations at Las Vegas delivery center
Source:

Everest Group (2016)


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Knoah Solutions
CCO capabilities

(page 2 of 5)

Split of CCO FTEs


Number of FTEs
By location

By language
Others (2%)

High-cost
7%

By process
Inbound sales
services
Order
fulfillment and
transaction
processing

Outbound sales services


9%
2%
11%

78%
93%

98%

Low-cost

English

Customer
service

Key CCO investments

Description
KnoahsARK 360

Investment type
Internal

Year of
investment
2015

Implementation of HRMIS system


Implementation of LMS system

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

Everest Group (2016)


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Knoah Solutions
CCO client portfolio

(page 3 of 5)

CCO revenue mix1


US$ million
By geography

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$5-10 billion (2%)

<US$1 38%
billion

58%

Media & 10%


17%
entertainment
Communications/telecom

Key contact center engagements


Client name

Region

>US$10
billion

Client since

Data not disclosed

Source:

Everest Group (2016)


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Knoah Solutions (page 4 of 5)


CCO location landscape
(XX) Number of centers in each location

CCO delivery location

USA (1)
India (2)
Honduras (1)

Source:

Everest Group (2016)


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Knoah Solutions (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

Knoah Solutions is an Aspirant on the CCO PEAK Matrix, a


smaller-scale player with growing operations
As a long-standing specialist in chat services, Knoah derives a
significant portion of its revenue from the channel
It has a major portion of its workforce based in India, allowing it
to pass on the cost benefits to its clients
Knoah also offers targeted consulting services around quality
assurance and agent training
Buyers cite flexibility and quality of agents as its key strengths

Source:

Buyer
satisfaction

Applying additional analytics capabilities to its chat


services would enable Knoah to create significant
value and further target its existing specialization
In addition, its strong focus on non-voice services
can position it to bundle value-added services that
drive incremental client engagement
Knoah can further benefit from leveraging thirdparty technologies that enhance its existing
technology portfolio, especially in the case of
enabler technologies

Everest Group (2016)


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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

Headquarters: Toronto, Canada

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

CCO client base


Number of clients

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

VAS1 + other 23%


services

60%

Customer
service

Key CCO investments

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%

Key contact center engagements


Client name
One of the top-3 telecom service providers in India
A large diversified Indian conglomerate
Communications company providing services in various areas throughout Eastern Canada
Leading American broadband & telecom provider
One of the top-3 automobile manufacturer in the U.S.

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

Everest Group (2016)


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Minacs (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

Canada (10)

UK (1)

Germany (1)
Hungary (1)

U.S. (6)
India (9)

Mexico (1)

Philippines (2)

Source:

Everest Group (2016)


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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

It can consider expanding its delivery presence in


medium-cost locations to offer a more balanced
delivery mix to its clients and drive higher
satisfaction
Expanding its limited presence in emerging
industries such as travel & hospitality, healthcare,
and retail will enable Minacs to maintain a healthy
growth momentum
By expanding its capabilities to cover languages
from Europe and Latin America in greater depth,
Minacs will be better positioned to acquire new
clients from these regions

Everest Group (2016)


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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

Headquarters: Nashville, United States


Website: www.sitel.com

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

CCO client base1


Number of clients

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

Key CCO investments

Description
Sitel Intelligent Desktop

Investment
type
Internal

Year of
investment
Ongoing

Social media monitoring and


engagement service
Enterprise Resource Planning &
Global Collaboration:

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

Everest Group (2016)


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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

Key contact center engagements


Client name
Comcast Cable Communications

Region
Multiple regions

Client since
2009

Sears Holdings Corporation

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%

Everest Group (2016)


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Sitel (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery 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)

Ivory Coast (1)

Brazil (3)

New Zealand (1)

Source:

Everest Group (2016)


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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

With substantial market success, well-diversified scope, and


delivery presence, Sitel has emerged as one of the Leaders on
the CCO PEAK Matrix
It has market presence across all geographies and is a major
player in emerging geographies such as Asia Pacific and Latin
America
It has a balanced portfolio of buyers spread across various
industries and buyer sizes, helping it to mitigate concentration
risk
Acquisition by Groupe Acticall will allow Sitel to leverage its
parent companys expertise in CRM solutions

Source:

Buyer
satisfaction

Sitel derives the majority of its revenue through the


traditional voice channel and can tap into nonvoice channels such as chat and social media for
future growth
It can look towards building technological
capabilities in emerging areas such as analytics,
and drive more business through value-added
services
Buyers expect Sitel to manage implementation of
change management initiatives in a smoother and
faster manner

Everest Group (2016)


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108

Sutherland Global Services


CCO overview

(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

Headquarters: Rochester, United States


Website: www.sutherlandglobal.com

CCO client base


Number of clients
Recent developments
Opened new centers in Casablanca (Morocco), Bratislava
(Slovakia), Talinn (Estonia), rnskldsvik (Sweden), Sydney and
Melbourne (Australia), and Itajai (Brazil)
Added new delivery locations in Malaysia, China, Jamaica, and the
United States
Source:

Everest Group (2016)


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Sutherland Global Services


CCO capabilities

(page 2 of 5)

Split of CCO FTEs


Number of FTEs
By location

By language

French

Medium-cost

13%
High-cost

Spanish

Others

Low-cost

Outbound sales services

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

Key CCO investments


Investment
type
Internal

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

Integrated voice of customer

Internal

2014

NPS operational metrics measurement and management

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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Sutherland Global Services


CCO client portfolio

(page 3 of 5)

CCO revenue mix


US$ million
By geography

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

Everest Group (2016)


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Sutherland Global Services


CCO location landscape

(page 4 of 5)

(XX) Number of centers in each location

CCO delivery location

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:

Everest Group (2016)


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Sutherland Global Services


Everest Group assessment
Measure of capability:

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

With addition of new client logos along with growth in revenue


and FTE count, Sutherland Global Services has emerged as a
Leader and a Star Performer on the CCO Peak Matrix
Sutherland is driving innovation through its focus on customer
journey and experience, as well as new age solutions around
analytics, cloud, omnichannel solutions, and social media
It has a balanced industry spread and has clients across major
geographies
A significant portion of its revenue is driven by non-voice
channels such as chat and social media

Source:

Buyer
satisfaction

While it has a delivery presence across all major


geographies, it still derives the majority of its
revenue from North America. Expanding its
business to other regions can help it achieve even
higher rate of growth
Majority of its FTEs are present in low-cost
locations, which can affect its ability to deliver
specific client requirements in the future
Buyers cite proactiveness and transparency as
areas of further improvement

Everest Group (2016)


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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

CCO client base


Number of clients

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:

Everest Group (2016)


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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

Key CCO investments


Investment
type
Internal

Year of
investment
2015

Digital Social Experience


Management
Click to Call and Click to
Chat
Private cloud

Internal

2015

Internal

2015

Internal

2015

CBx Touch collaboration

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

Everest Group (2016)


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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

Fortune 50 bank in the U.S.


Global 100 investment bank
Global 500 European bank
Global 500 telecommunication company
Leading U.S.-based home loan provider
Leading renewable energy company
Fortune 500 insurance service provider

Source:

<US$1 billion
16%
US$1-5
billion 20%

46% >US$10
billion

18%
Communications
/telecom

Key contact center engagements


Client name
Citi Group

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

Everest Group (2016)


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TCS (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

UK (1)

Mexico (1)

Saudi Arabia (1)

India (11)
Philippines (2)

Source:

Everest Group (2016)


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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

With good buyer satisfaction levels along with growth in


revenue and total client base, TCS has emerged as a Major
Contender on the CCO PEAK Matrix
It has a well-diversified portfolio of clients across different sizes
and geographies
It has made recent investments around communication
technologies, as well as enabler technologies such as cloud
solutions and social media tools
A high portion of its CCO revenue is derived from non-voice
channels such as email and chat

Source:

Buyer
satisfaction

To expand its value proposition beyond cost


arbitrage, TCS would benefit from a stronger
inclusion of value-added services
The majority of its workforce is in low-cost regions,
so expansion of presence in medium- and highcost regions would offer clients a more balanced
delivery mix
It is largely absent from industries such as retail,
healthcare, and media & entertainment, which are
among the fastest growing ones

Everest Group (2016)


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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

Headquarters: Pune, India


Scale of CCO
Number of FTEs

Website: www.techmahindra.com

CCO client base


Number of clients
Recent developments
Has made recent investments to build capabilities in RPA and
automation solutions and is already deploying these solutions in
some of its CCO engagements
Made recent acquisitions to add ~7,000 seats in India, serving
United Kingdom and Australia
Source:

Everest Group (2016)


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Tech Mahindra
CCO capabilities

(page 2 of 5)

Split of CCO FTEs


Number of FTEs
By location

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

Key CCO investments

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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Tech Mahindra (page 3 of 5)


CCO client portfolio
CCO revenue mix
US$ million
By geography
APAC
11%
MEA

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

Everest Group (2016)


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Tech Mahindra (page 4 of 5)


CCO location landscape
(XX) Number of centers in each location

CCO delivery location

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)

Everest Group (2016)


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Tech Mahindra (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

Driven by growth in areas such as value-added services, Tech


Mahindra is a Major Contender on the CCO PEAK Matrix
It has shifted its focus beyond labor arbitrage and is engaging
clients by leveraging its capabilities in deployment of
automation and robotics
It derives an appreciable proportion of its revenue from
emerging geographies such as Asia Pacific and Middle East &
Africa, and has built strong language capabilities specific to
these regions
Buyers cite flexibility and collaboration among its key strengths

Source:

Buyer
satisfaction

Most of its workforce is based out of India and it


should look at expanding its delivery footprint in
high- and medium-cost locations to offer a better
shoring mix
While the portion of its revenue from telecom
clients has come down in recent years, it is still
dependent on the industry for majority of its
revenue. This exposes it to a potential
concentration risk
Given its IT expertise, it can consider expanding its
presence in the social media sphere to derive
more business

Everest Group (2016)


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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

CCO client base


Number of clients

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

Everest Group (2016)


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Teleperformance
CCO capabilities

(page 2 of 5)

Split of CCO FTEs


Number of FTEs
By location

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

Outbound sales services


Payment collections
Customer
analytics
4%3%
5%
Order
8%
fulfillment and
transaction 10%
processing
70% Customer
service
Inbound sales
services

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)

CCO revenue mix1


US$ million
By geography

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

Key contact center engagements


Client name
Microsoft
France Telecom
Vodafone Group
AT&T
DIRECTV
Itau-Unibanco

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:

Everest Group (2016)


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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

With high market success and robust capabilities across all


dimensions, Teleperformance is a Leader on the CCO PEAK
Matrix
It has broad scope and is a major player across multiple
geographies and industries, which is supported by a balanced
delivery mix spread across low-, medium-, and high-cost
locations
It has a focus on innovation and has invested in areas such as
customer experience labs and analytics
Teleperformance has strong language capabilities that allow it
be a truly global player

Source:

Buyer
satisfaction

It can look at expanding its portion of revenue from


value-added services to maintain a healthy growth
momentum
Its share of non-voice revenue to the overall
revenue is low, and it can consider expanding its
business in channels such as chat, email, and
social media
Teleperformance could enhance its ability to meet
buyers expectations around IT implementation
and support

Everest Group (2016)


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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

Headquarters: Englewood, United States


Website: http://www.teletech.com/

CCO client base


Number of clients
Recent developments
2015: Established four new delivery centers; two each in the
Philippines and the United States
2015: Minority investment in CafeX to bring video and co-browsing
to TeleTechs omnichannel solution
Source:

Everest Group (2016)


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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

Data not disclosed

26%

Key CCO investments

Description
Scale

Investment
type
Internal

Year of
investment
2015

Scale

Internal

2014

Scale and expansion

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

Everest Group (2016)


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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

Key contact center engagements


Client name
One of the worlds largest financial institutions/banks
Large health insurance provider
Large Australian operator
Global leader in financial services industry, a Fortune 500 company
Global giant in automotive industry
Leading Internet search company
One of the largest financial institutions in South America

Source:

Data not disclosed

Region
North America
North America
Asia Pacific
North America
North America
North America
South America

Client since
2002
2004
2006
2006
2009
2009
2012

Everest Group (2016)


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TeleTech (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

Northern Ireland (1)


Scotland (1)

Canada (2)

U.S. (22)

Ireland (1)
England (1)
Macedonia (1)

Bulgaria (2)

Mexico (3)
Philippines (18)

Costa Rica (1)


Ghana (1)
Brazil (2)

Australia (1)

New Zealand (2)


Source:

Everest Group (2016)


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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

With appreciable revenue and high number of clients, backed


by broad scope and strong delivery capabilities, TeleTech is a
Leader on the CCO PEAK Matrix
It has a presence across major geographies and is among the
top five players in Asia Pacific
It continues to expand its delivery footprint across both highand low-cost regions and added new centers in North America
and the Philippines in 2015
TeleTech offers clients various engagement models that include
stand-along technology as well as consulting capabilities

Source:

Buyer
satisfaction

Instead of focusing largely on scale for


investments, it can seek partnership with thirdparty technology providers to have better
capabilities in enabler technologies such as
analytics and social media
It can look towards expanding its business in
Europe and Middle East for future growth
Buyers expect further improvement in strategic
offerings and cost structures

Everest Group (2016)


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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

CCO client base


Number of clients
Recent developments
Invested in a joint project with the University of L'Aquila to define
solutions, tools, methods, and techniques to improve the customer
service process by effectively exploiting the potential offered by
new digital technologies
Opened a nearshore center in Serbia in 2014
Source:

Everest Group (2016)


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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

Order fulfillment &


transaction
processing (5%)
5%
Inbound sales services
Outbound 7%
sales services 8%
VAS1 13%

Payment
collections (3%)

64%

Customer
service

Key CCO investments

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)
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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

Travel & hospitality (1%)


Others(2%)

US$1-5 billion

7%
7%

US$5-10
25%
billion

56%

61%

>US$10
billion

Communications
/telecom

Key publicly announced contact center engagements


Client name
Tele2
Lastminute.com
Whirlpool
BBVA

Source:

<US$1 billion

Region
Europe
EMEA
United States
Europe

Client since
1995
2009
Not available
Not available

Everest Group (2016)


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Transcom (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery 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:

Everest Group (2016)


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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

With a healthy number of clients and appreciable capabilities


across all dimensions, Transcom is a Major Contender on the
CCO PEAK Matrix
It has exited from its non-profitable business in Colombia and
parts of Latin America in a bid to improve profitability of the
company
It has invested in customer experience and analytics labs and
is focusing on value-added services such as customer retention
and customer analytics
It has also broadened its scope in recent years by deriving
higher revenue from non-voice channels as well as establishing
a foothold in industries such as healthcare, travel & hospitality,
and media & entertainment

Source:

Buyer
satisfaction

It is focused on developed markets for most of its


revenue, especially Europe, thus limiting growth
possibilities
It is reliant on large-sized telecom industry and can
consider diversifying its portfolio further to include
small-sized clients from other industries to avoid
concentration risk
It has limited presence in social media and would
benefit from building capabilities in that channel

Everest Group (2016)


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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

Headquarters: Paris, France

25,200
15,581

Website: www.webhelp.com
2014

2015

CCO client base


Number of clients

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

Everest Group (2016)


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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

Key CCO investments

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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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:

Travel & hospitality (3%)


Others (6%)

Energy & utilities 8%

US$1-5 billion
15%

4%
Retail 6%
BFSI 7%

30%

By buyer size

23%

35%

>US$10
billion 18%

39%
Communications
/telecom

Media & entertainment

Region
South Africa and United Kingdom
South Africa and United Kingdom

US$5-10
billion

32%
<US$1 billion

Client since
2015
2015

Everest Group (2016)


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Webhelp (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery 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:

Everest Group (2016)


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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

Recent acquisitions within the contact center space across


Europe have strengthened Webhelps client base and delivery
capabilities, enabling it to emerge as a Major Contender on the
CCO PEAK Matrix
It has a balanced portfolio of clients of every size and has
expanded its presence in industries such as BFSI, technology,
and public sector in recent years
It leverages Eastern Europe and Africa as nearshore locations
for clients in Western Europe and United Kingdom

Source:

Buyer
satisfaction

It is focused on developed markets for most of its


revenue, especially Western Europe, thus limiting
growth possibilities
It is reliant on large-sized telecom industry and can
diversify its portfolio further to include small-sized
clients from other industries to avoid concentration
risk

Everest Group (2016)


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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

Headquarters: Bengaluru, India

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:

CCO client base


Number of clients

Everest Group (2016)


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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%

Data not disclosed

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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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

Energy & utilities


Key contact center engagements
Client name
Largest multinational technology company
Multinational information technology
Leading telecommunications organization
Leading telecom & media service provider
Leading telecommunications and media company
Multinational consumer electronics corporation

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

Everest Group (2016)


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Wipro (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

Canada (1)

Ireland (1)
Romania (2)

U.S. (1)
India (11)

Mexico (1)

Philippines (2)

Australia (1)

Source:

Everest Group (2016)


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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

With appreciable growth in both revenue and number of clients,


and backed by good buyer satisfactions levels, Wipro is a
Major Contender and a Star Performer on the CCO Peak
Matrix
It has established its market presence across major
geographies and also has a foothold in most of the major
industries
As a strategic move, Wipro has also diversified its portfolio and
added more small- and mid-sized buyers
Its investments in social media and analytics in recent years
have seen the share of revenue from these avenues rise. Also,
the company has an eye on innovation and has leveraged its IT
legacy to develop solutions in RPA and automation

Source:

Buyer
satisfaction

While Wipro has seen growth in revenue from


value-added services, its share in overall revenue
is still low, and it should continue to focus on this
area
Wipro would be better able to target more
judgment-intensive offerings if its model included a
larger onshore delivery presence
It can consider increasing its revenue further from
emerging markets to reduce reliance on developed
markets

Everest Group (2016)


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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

Headquarter: Mumbai, India

118

2014

10,500

2015

12,700

2014

2015

44

44

2014

2015

CCO client base


Number of clients

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

Everest Group (2016)


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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

Key CCO investments

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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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

40% Travel &


hospitality

32%

Key contact center engagements


Client name
FTSE 100 energy and utilities company
Leading European travel company
Global leader in travel communication / network solutions
Leading international hotel group

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

Everest Group (2016)


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WNS (page 4 of 5)
CCO location landscape
(XX) Number of centers in each location

CCO delivery location

Poland (1)
Romania (1)
U.S. (2)

China (1)
India (17)
Philippines (2)

Costa Rica (1)

Sri Lanka(1)

South Africa (6)

Source:

Everest Group (2016)


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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

Driven by healthy revenue growth, along with expansion in


scale and investments in technology & innovation, WNS is a
Major Contender and a Star Performer on the CCO PEAK
Matrix
It has reduced its reliance on North American market and
expanded its footprint in Asia Pacific and European markets
It has a high focus on deploying analytics across most of its
CCO deals and has wide range of analytical offerings such as
multi-channel analytics, CRM analytics, and workforce analytics
solutions. It has also made investments in industry-specific
platforms
WNS is an early leader in adopting outcome-based pricing in
client engagements
Buyers cite flexibility and relationship managements as its key
strengths

Source:

Buyer
satisfaction

It can look at expanding its business in emerging


industries such as retail, healthcare, and
technology to further fuel growth
It can consider adding more workforce in high-cost
locations to help manage the relationship aspects
with clients better
Its share of revenue from the social media channel
is negligible and the company would benefit from
focusing on increasing its share of social media
revenue

Everest Group (2016)


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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

Headquarters: Norwalk, Connecticut, United States

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:

CCO client base


Number of clients

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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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%

Key CCO investments

Description
Xerox ClearSightTM
Case Management
Empath

Investment
type
Internal

Year of
investment
2014

Internal

2014

Invoco Holding GmbH Acquisition

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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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

Key contact center engagements


Client name
Royal Caribbean
Virgin America
Marriott

1
Source:

Data not disclosed

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)
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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:

Everest Group (2016)


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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

With robust capabilities across most dimensions and high


market success, Xerox is a Leader on the CCO PEAK Matrix
It has significant exposure to value-added services and nonvoice channels, both of which are driving growth in CCO
It has a broad industry presence and is a major player in public
sector, healthcare, and telecom verticals
Its IT legacy has allowed Xerox to have a strong portfolio of
technology solutions across both traditional contact center and
enabler technologies
Xerox broad BPO capabilities have allowed it to offer front- to
back-office solutions targeting industry-specific market needs

Source:

Market success

To further drive growth, Xerox can look at expanding


its client base in emerging geographies such as Asia
Pacific and Latin America, and reduce its
dependence on North America
It can also consider moving some of its workforce to
low-cost regions to provide more cost-effective
solution options to clients

Everest Group (2016)


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Contents

CCO service provider landscape snapshot

Service provider profiles

Appendix
Glossary of key terms
CCO research calendar
References

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Glossary of key terms used in this report

(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

Full-Time Employees on the rolls of the company

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

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Glossary of key terms used in this report

(page 2 of 2)

Term

Definition

ITO

Information Technology Outsourcing is the transfer of ownership of some, or all information


technology processes or functions to a service provider. This could include administrative,
delivery, or management-related processes or functions

Offshoring

Transferring activities or ownership of a complete business process to a different country from


the country (or countries) where the company receiving the services is located. This is primarily
to access a lower-cost labor market, but may also be to access additional skilled labor or
establish a business presence in a foreign country. Companies may utilize offshoring either
through an outsourcing arrangement with a third-party or by establishing their own Global Inhouse Center (GIC) presence in the offshore location, among other business structures

PO

Procurement Outsourcing is the transfer of ownership of some, or all procurement processes or


functions to a service provider. This could include administrative, delivery, or managementrelated processes or functions

Service provider

A company/entity that provides outsourcing services to another company/entity

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)

Copyright 2016, Everest Global, Inc.


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CCO research calendar

Published

Topic

Current

Release date

CCO Pricing Trends: The Realities of Outcome-Based Pricing Adoption


Clever Machines at Your Service

January 2016
February 2016

Analytics Business Process Services (BPS) Annual Report 2016

March 2016

Service Delivery and Demand Dynamics in Latin America

March 2016

Heralding a New Era of Transformative Business Process Services through Technology

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

Analytics BPS Service Provider Profile Compendium 2016

June 2016

Making the Work-At-Home-Agent (WAHA) Model Work: A Buyers Perspective

June 2016

Achieving Maximum BPO Value: How Smart Buyers Structure Contact Center Relationships

June 2016

The Dynamics Behind the Alorica - EGS Deal

June 2016

Unlocking Next-Generation Value through Technology-Embedded Business Process Services | Part 1

July 2016

Technology in BPS - Market Landscape Refresh

July 2016

Contact Center Outsourcing (CCO) - Annual Report 2016

August 2016

Contact Center Outsourcing (CCO) Service Provider Profile Compendium 2016

August 2016

Technology in BPS Service Provider Compendium 2016

Q3 2016

Healthcare CCO: An Updated Market Overview and PEAK Matrix

Q4 2016

RPA and Technology Innovation in CCO

Q4 2016

SDA in Business Process Services (BPS) Service Provider Landscape

Q4 2016

SDA in BPS - Service Provider Profile Compendium 2016

Q4 2016
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Additional CCO research references

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

Website: www.everestgrp.com | Phone: +1-214-451-3000 | Email: info@everestgrp.com


Copyright 2016, Everest Global, Inc.
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About Everest Group


Everest Group is a consulting and research firm focused on strategic IT, business
services, and sourcing. We are trusted advisors to senior executives of leading
enterprises, providers, and investors. Our firm helps clients improve operational
and financial performance through a hands-on process that supports them in
making well-informed decisions that deliver high-impact results and achieve
sustained value. Our insight and guidance empowers clients to improve
organizational efficiency, effectiveness, agility, and responsiveness. What sets
Everest Group apart is the integration of deep sourcing knowledge, problemsolving skills and original research. Details and in-depth content are available at
www.everestgrp.com and research.everestgrp.com.

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