[December 09, 2014]

NelsonHall Launches NEAT Vendor Evaluation and Assessment Tool for CMS in the Telecommunications/Cable/Satellite Sector

NelsonHall, the leading global BPO and IT outsourcing analyst firm, has today launched a new tool to assist strategic sourcing managers in assessing vendor capability in Customer Management Services (CMS) in the Telecommunications/Cable/Satellite sector.

This NelsonHall Vendor Evaluation and Assessment Tool (NEAT) is now available to NelsonHall clients, and is also available for a period free-of-charge to buy-side organizations through NelsonHall and through its partners SIG and SSON.

The tool covers a number of business situations related to CMS in the Telecommunications/Cable/Satellite sector, including the need for customer care cost reduction, focus on increased service quality, and focus on technical support.

Suppliers of CMS in the Telecommunications/Cable/Satellite sector covered by this NEAT evaluation are Aegis, Alorica, Capita, Concentrix, EGS, Firstsource, HGS, Infosys, Minacs, Serco, Sitel, Sutherland, Sykes (News - Alert), Tata BSS, Tech Mahindra, Teleperformance, TeleTech (News - Alert), Transcom, transcosmos, Webhelp and Wipro.

The NEAT tool for CMS in the Telecommunications/Cable/Satellite sector is part of NelsonHall's "Speed-to-Source (News - Alert)" initiative. The tool sits at the front-end of the vendor screening process and consists of a two-axis model: assessing vendors against their "ability to deliver immediate benefit" to buy-side organizations and their "ability to deliver innovation in support of client-specific requirements".

The NEAT evaluations are based on a combination of interviews with the vendors and their clients. The vendors are scored against a wide range of criteria, establishing a number of scenarios, each representing a different business situation or client business need.

To add further value, the NEAT tool enables buy-side organizations to input their own weightings and tailor the CMS dataset to their specific requirements across ~ 30 individual vendor evaluation criteria. Using the interactive web-based tool, sourcing managers can configure the NEAT evaluations in accordance with their own priorities and business requirements for service offerings, delivery capability, customer presence, benefits achieved, and other criteria.

About NelsonHall:

NelsonHall is the leading BPO and IT outsourcing research firm with analysts in the U.S., U.K., and Continental Europe. The company takes a global approach to analysis of vendors and outsourcing markets and is widely respected for the quality and depth of its research.

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