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HGS – Transforming CMS through Analytics

HGS – Transforming CMS through Analytics

Who Is This Vendor Assessment For?

NelsonHall’s Transforming Customer Management Services (CMS)Through Analytics profile on HGS is a comprehensive assessment of HGS’offerings and capabilities designed for:
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

HGS offers analytics as an embedded service to its CMS offerings, whichis delivered through a separate unit called “Business Excellence Group”.HGS plans to carve out its analytics practice, branded DigiINSIGHT, andto offer analytics as an individual offering.HGS offers analytics in customer management services in:
Data management
Reporting
Analytics
Predictive and prescriptive analytics
CX consulting and marketing analytics.

Scope of the Report

The report provides a comprehensive and objective analysis of HGS’CMS analytics 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
5. Target Markets
6. Strategy
7. Strengths & Challenges
7.1 Strengths
7.2 Challenges
8. Outlook

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