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Xerox- CMS in Retail Banking

Xerox- CMS in Retail Banking

Who Is This Vendor Assessment For?
NelsonHall’s CMS in retail banking industry sector profile on Xerox is acomprehensive assessment of Xerox’s retail banking sector customermanagement services (CMS) offerings and capabilities, designed for:
Sourcing managers monitoring the capabilities of existing suppliers ofCMS to serve the retail banking sector and identifying vendorsuitability for CMS RFPs
Vendor marketing, sales and business managers looking tobenchmark themselves against their peers
Financial analysts and investors specializing in the support servicessector.

Scope of the Report
Xerox Services is part of Xerox Corporation, a U.S. public company withannual revenues of $18bn, headquartered in Norwalk, Connecticut. Xeroxwas established in 1906 and has over 130k employees in more than 180countries. It formed its customer management services (CMS) business inFebruary 2010, through the $6.4bn acquisition of Affiliated ComputerServices, Inc. (ACS), a Dallas, Texas based company. ACS was a BPOprovider with annual revenues of $6.5bn and ~74k employees in ~100countries at the time. It was founded in 1988 and went public in 1994;93% of its revenues were generated from U.S. clients in key industriessuch as government, transportation, and healthcare. The acquisitionbrought a higher margin business for Xerox (Xerox Group had a 7.4%margin and ACS had 10.5% in 2009), a larger employee base (Xerox had~54k employees in 2010), and new outsourcing capabilities in HR, F&A,customer care, Medicaid and pharmacy benefits management (PBM). Atthe time of the acquisition, ACS had ~32k customer care agents.In January 2016, Xerox announced a split into two public companies, oneholding its document technology and the other its business processservices business (BPS). The BPS company will be named ConduentIncorporated and will have more than 100k employees, generatingrevenues of ~$7bn.Today, Xerox Services’ CMS operations have ~54k FTEs in 160 contactcenters in 26 countries, supporting 30 languages. Xerox Services has ~350CMS clients.Xerox has been supporting retail banking clients for 25 years, itsexperience in supporting retail banks originating from transactionprocessing. In 2010, Xerox Services began providing CMS support toretail banking organizations.

Scope of the Report
The report provides a comprehensive and objective analysis of Xerox’sretail banking offerings, capabilities, and market and financial strength,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 CMS retail banking customerbase, including the company’s targeting strategy and examples ofcurrent contracts
Analysis of the company’s retail banking sector CMS offerings andkey service components
Analysis of the company’s delivery organization including thegeography of delivery locations used for CMS retail banking sectorclients.


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

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