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Xerox Services - Customer Management Services

Xerox Services - Customer Management Services

Who Is This Vendor Assessment For?

NelsonHall’s Customer Management Services (CMS) profile on Xerox Services is a comprehensive assessment of Xerox Services’ 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 January 2016, Xerox announced a split into two companies, one holding its document technology and the other its business process outsourcing business. Today, Xerox Services’ CMS operation has ~54k FTEs in 160 contact centers in 26 countries, supporting 30 languages.

It offers customer management services in:

Customer care
Sales
Technical support
Collections
Consultancy and analytics.

Scope of the Report

The report provides a comprehensive and objective analysis of Xerox Services’ 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.


Background
2. Revenue Summary
3. Key Offerings
3.1 Technology
3.2 Pricing
4. Delivery Capability and Partnerships
4.1 U.S. and Canada
4.2 Caribbean
4.3 LATAM
4.4 Eastern Europe
4.5 Western Europe and South Africa
4.5 APAC
5. Target Markets
6. Strategy
7. Strengths & Challenges
7.1 Strengths
7.2 Challenges
8. Outlook

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