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Aegis- Multi-Channel CMS: Delivering Digital Customer Experience

Aegis- Multi-Channel CMS: Delivering Digital Customer Experience

Who Is This Vendor Assessment For?
NelsonHall’s Multi-channel Customer Management Services (CMS):
Delivering Digital Customer Experience profile on Aegis is acomprehensive assessment of Aegis’ offerings and capabilities designedfor:

Sourcing managers monitoring the capabilities of existing suppliers ofCMS and identifying vendor suitability for CMS RFPs
Vendor marketing, sales, and business managers looking tobenchmark themselves against their peers
Financial analysts and investors specializing in the support servicessector.

Key Findings & Highlights
The majority of Aegis' services are customer care managed services,offered over multi-channels such as voice, email, chat, and social media.Across customer care, technical support and revenue generationservices, voice support remains the largest share. However, Aegis has arange of clients utilizing its social media monitoring and engagementcapabilities, as well as its mobile app development and web self-servicecapabilities.

Scope of the Report
The report provides a comprehensive and objective analysis of AegisCMS multi-channel offerings and capabilities, and market and financialstrengths, including:

Identification of the company’s strategy, emphasis, and newdevelopments
Analysis of the company’s strengths, weaknesses, and outlook
Revenue estimates
Analysis of the profile of the company’s customer base including thecompany’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 locationof delivery locations.


1. Background
2. Revenue Summary
3. Key Offerings
4. Delivery Capability and Partnerships
4.1 Delivery Capability
4.2 Platforms and Intellectual Property
4.3 Pricing and Commercial model
5. Target Markets
6. Strategy
7. Strengths & Challenges
7.1 Strengths
7.2 Challenges
8. Outlook

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