Intelenet Global Services, a business process service provider as a leader in the ‘Cost Take-Out Focus’ market segment according to NelsonHall’s NEAT evaluation for Customer Management Services (CMS). Across a plethora of important CMS industry verticals such as BFSI, technology, telecom, travel, utilities and healthcare, Intelenet showcases a unique ability in customer care and retention services along with its whole host of proprietary suite of tools such as CRM, WFM and Quality Management to name a few.
Clients today are looking at vendors to have a whole host of CMS capabilities that include advanced tools and technologies, vertical domain expertise and thought leadership along with a collaborative and consultative approach. In a competitive environment where pure play tools based vendors are on the rise, the NelsonHall recognition validates Intelenet’s expertise in CMS focused verticals with offerings such as independent transaction audits, quality benchmarking and continuous improvement, and root cause analysis (RCA). Intelenet’s knowledge management team has to date worked on about 3600 projects using analytics capabilities mostly as a value added service.
Intelenet Global Services’ CMS consulting practice helps clients with an in depth analysis to drive marketing decisions with speech analytics to identify up-sell and cross-sell opportunities. Additionally, it is also working on developing capabilities in text and speech analytics to acquire, retain and grow customers in an ongoing manner. According to Ivan Kotzev, Principal Analyst, NelsonHall, “Intelenet’s dedicated team for process transformation and quality improvement, combined with its proprietary tools and experience in automation across verticals, enables it to address the ongoing market demand for cost optimization beyond simple labor arbitrage opportunities. Its expertise in the application of analytics positions Intelenet as a leader with the ability to deliver immediate value to its customer management services clients.”
“NelsonHall’s NEAT evaluation of customer management services in the Cost Take Out focus market segment is an objective validation of our strategy and our work” said Bhupender Singh, Chief Executive Officer, Intelenet Global Services. “Because of the technology advancements and the pace of innovation in and around customer management services our customers value our unique capabilities that we bring to the table. Our services deliver on those fronts with best-in-class solutions and tools for business of all shapes and sizes across sectors.”
The NEAT evaluation by NelsonHall has two dimensions. Firstly it assesses vendors against their ‘ability to deliver immediate benefit’ to buy-side organizations and secondly their ‘ability to meet client future requirements’. The evaluation, a part of NelsonHall’s Speed-to-Source initiative, categorizes vendors across four broad categories viz. leaders, high achievers, innovators and major players.
Intelenet manages a diverse portfolio of services that includes digital servicing, analytics and next generation business process services with its CMS offerings primarily including customer care and retention solutions catering to the full customer lifecycle with the help of a team of about 180+ cross-functional consultants including Six Sigma black belt specialists.
With customer experience now becoming the compelling differentiator, enterprises are realizing the significance of having specialist outsourcing service providers for customer management services. The emphasis is shifting from a reactive cost-cutting approach to a proactive ‘Cost Take-Out’ approach where businesses are extensively looking for proactive, targeted and strategic cost take-out solutions to increase operational effectiveness, reduce costs and achieve cost take-out targets.