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iSON- Multi-Channel CMS: Delivering Digital Customer Experience

iSON- 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 WNS is a comprehensiveassessment of WNS’ 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
WNS provides customer care and technical support over voice and digitalchannels, including industry-specific services such booking andreservations. In sales, it delivers inbound and outbound sales over voice,as well as cross-sell and up-sell via digital channels. In retention services,it offers referral campaign management, loyalty and rewards programsover multichannel, while its collections services are delivered over voice.

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

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