Aegis - Customer Management Services

Aegis - Customer Management Services

Who Is This Vendor Assessment For?
NelsonHall’s Customer Management Services (CMS) profile on Aegis is a comprehensive assessment of Aegis’ offerings and capabilities designed for:
 Sourcing managers monitoring the capabilities of existing suppliers of CMS and identifying vendor suitability for CMS RFPs
 Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
 Financial analysts and investors specializing in the support services sector.

Key Findings & Highlights
In 2014, Essar sold Aegis’ operations in the U.S., the Philippines, and Costa Rica to Teleperformance for $610m. The transaction included ~19k employees, ~18k seats in 16 sites (nine in the U.S., six in the Philippines, and one in Costa Rica), representing ~$400m in annual revenues.
Aegis currently has operations in 40 locations across nine countries. It has ~40k employees and a ~35k seat capacity, supporting ~150 clients.
Aegis provides inbound and outbound CMS offerings at the different stages of the customer lifecycle, via both voice and non-voice channels:
Customer care
Technical support
Sales generation
Fulfillment and back-office CMS.

Scope of the Report
The report provides a comprehensive and objective analysis of Aegis’ CMS offerings and capabilities, and market and financial strengths, including:
Identification of the company’s strategy, emphasis, and new developments
Analysis of the company’s strengths, weaknesses, and outlook
Revenue estimates
Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
Analysis of the company’s offerings and key service components
Analysis of the company’s delivery organization including the location of delivery locations.

1. Background
2. Revenue Summary
3. Key Offerings
4. Delivery Capability and Partnerships
5. Target Markets
6. Strategy
7. Strengths & Challenges
8. Outlook

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