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News : Serco: A Leader for Multi-Channel Customer Management Service
New York, March 10, 2014 -- NelsonHall, a research and advisory firm for the global Business Process Outsourcing (BPO) and IT outsourcing industry has identified international services company Serco as a leader in multi-channel Customer Management Services (CMS), ('Overall' market segment), within their latest report on this market and also through their rigorous NEAT assessment tool that rates multi-channel CMS providers.
The report, by NelsonHall's CMS analyst, Mike Cook, analyzes the trends and drivers that are reshaping how customer management services need to be delivered in different vertical markets and geographical regions. It also assesses the relative capabilities of the leading global CMS BPO providers in meeting consumers' increasing demands and expectations for interacting with brands via digital and other channels as well as voice. Mike comments, "User organizations are increasingly concerned with enhancing customer experience and optimizing revenue generation. Accordingly it is now critical for customer management services vendors to provide services that drive cross-channel customer perspective and enable customers to interact across their channel of choice."
Within the report, Serco is highlighted as 'delivering a suite of offerings and platforms that give it a significant competitive advantage within the multi-channel market.. In addition to the report findings, Serco was assessed as being a Leader in the overall market segment for multi – channel customer management services, by NelsonHall's NEAT assessment tool that positions providers on both their ability to deliver immediate benefits and to meet future needs for clients.
"We are delighted to have been named as a leader in the multi-channel CMS overall market segment", says Bhupender Singh, CEO, Serco Global Services, UK, Europe & Africa. "It is testament to Serco's continued growth and increasing reputation in delivering transformational customer management services for some of our leading brands in our increasingly transparent, 24/7, multi-channel digital environment."
Posted by Veronica Silva Cusi, news correspondent
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Serco’s Business Process Outsourcing (BPO) capabilities offer middle and back office solutions to public and private sector organizations globally. With a presence in ten countries, 98 locations and a strong workforce of more than 50,000 employees it is among the top 20 global BPO players with onshore, offshore and near shore capabilities in the US, UK, Europe, Middle East, India, Mauritius, Philippines, Guatemala and Australia. With flexibility in designing solutions to suit client requirements, Serco’s BPO capabilities have helped clients to re-engineer processes across industry verticals such as Banking & Financial Services, Travel, Transportation & Hospitality, Healthcare, Logistics, Utility, Retail & Manufacturing, Telecom, IT & Online services, Media, Education and Entertainment. We provide transactional, process and voice support, finance and accounting services, and business transformation consulting, making us strongly placed to provide our customers with a broad range of end-to-end business services.
Founded in 1998, NelsonHall is a BPO and outsourcing analyst firm.
Published: Friday, March 14, 2014