Intelenet Global Services, a leading business process service provider has been positioned as a leader in the ‘Cost Take-Out Focus’ market segment according to NelsonHall’s NEAT evaluation for Customer Management Services (CMS).
Across a plethora of important CMS industry verticals such as BFSI, technology, telecom, travel, utilities and healthcare, Intelenet showcases a unique ability in customer care and retention services along with its whole host of proprietary suite of tools such as CRM, WFM and Quality Management to name a few.
Clients today are looking at vendors to have a whole host of CMS capabilities that include advanced tools and technologies, vertical domain expertise and thought leadership along with a collaborative and consultative approach. In a competitive environment where pure play tools based vendors are on the rise, the NelsonHall recognition validates Intelenet’s expertise in CMS focused verticals with offerings such as independent transaction audits, quality benchmarking and continuous improvement, and root cause analysis (RCA). Intelenet’s knowledge management team has to date worked on about 3600 projects using analytics capabilities mostly as a value added service.
Intelenet Global Services’ CMS consulting practice helps clients with an in depth analysis to drive marketing decisions with speech analytics to identify up-sell and cross-sell opportunities. Additionally, it is also working on developing capabilities in text and speech analytics to acquire, retain and grow customers in an ongoing manner.
The NEAT evaluation by NelsonHall has two dimensions. Firstly it assesses vendors against their ‘ability to deliver immediate benefit’ to buy-side organizations and secondly their ‘ability to meet client future requirements’. The evaluation, a part of NelsonHall’s Speed-to-Source initiative, categorizes vendors across four broad categories viz. leaders, high achievers, innovators and major players.
Intelenet manages a diverse portfolio of services that includes digital servicing, analytics and next generation business process services with its CMS offerings primarily including customer care and retention solutions catering to the full customer lifecycle with the help of a team of about 180+ cross-functional consultants including Six Sigma black belt specialists.
With customer experience now becoming the compelling differentiator, enterprises are realizing the significance of having specialist outsourcing service providers for customer management services. The emphasis is shifting from a reactive cost-cutting approach to a proactive ‘Cost Take-Out’ approach where businesses are extensively looking for proactive, targeted and strategic cost take-out solutions to increase operational effectiveness, reduce costs and achieve cost take-out targets.