NelsonHall recognises Intelenet Global Services as a Leader in Customer Management Services Analytics


International Business Process Outsourcing (BPO) provider, Intelenet Global Services, has been recognised by NelsonHall as a Leader in Customer Management Services (CMS) Analytics.

Intelenet Global Services’ customer management services include speech, text and social media analysis, as well as the growing field of predictive analytics.

Effective customer management and customer experience projects are rapidly becoming more digitally advanced. Businesses operating in tough market conditions such as retail, banking and travel are turning to data analysis in efforts to stay ahead of competitors in the crucial area of customer relationship management and experience.

NelsonHall’s Evaluation and Assessment Tool (NEAT) identified Intelenet Global Services’ as a leader for overall analytics capability, as well as for its ability to deliver increased revenue. The NEAT tool evaluates outsourcing vendors and assesses them against their ‘ability to deliver immediate benefit’ and their ‘ability to meet client future requirements.’

Ivan Kotzev, CMS Research Analyst at NelsonHall, stated: “Intelenet Global Services’ strong capabilities in visualization and sentiment analytics coupled with their vertically aligned proprietary tools for workflow optimization and next-best-action enable deep customer experience personalization. At a time when digital customers expect a personal experience from every interaction, Intelenet’s analytics capabilities can support brands’ efforts to deliver this next level of sales and support.”

NelsonHall is the leading global business process outsourcing (BPO) research and analysis firm with analysts across the globe. The company takes a global approach to analysis of vendors and outsourcing markets and is widely respected for the quality and depth of its research.

Bhupender Singh, CEO of Intelenet Global Services, comments: “We know that collecting, managing and analyzing the wealth of data streaming into companies from their customers is an ever-increasing task. We’ve focused our innovation around improving customer experience leveraging the power of technology and analytics, so it’s gratifying to receive the acknowledgement that we are a leader in transforming the sector.”

Bhupender continues: “This recognition reflects the increasing importance of technology innovation within the outsourcing sector. We have prioritized our clients’ needs and requirements so that through our continued innovations, we can provide services that enable our clients to transform their business processes, improve their competitiveness and meet ever changing regulatory requirements.”