Leading Analyst Firm Ranks Concentrix Among Elite “As-a-Service” Providers
LONDON, May 27, 2016
Concentrix Corporation is named to the “As-a-Service” Winner’s Circle by leading analyst firm HfS Research for its contact center operations and strategy, insights, automation, and the use of digital platforms.
The inaugural HfS Customer Contact Operations Blueprint Report ranked 18 service providers and placed only 1three in the As-a-Service Winner’s Circle based on superior execution, innovation and embodiment of the eight As-a-Service ideals established by the research firm. Concentrix is one of the three.
“We are honoured to be recognized as an elite market leader in this first-of-a-kind report,” said Concentrix President Chris Caldwell. “Concentrix is different by design and this recognition is a testament to our approach that leverages innovation, automation and investment to drive superior business outcomes for our client partners and the evolution of the As-a-Service marketplace.”
The HfS report highlighted three Concentrix strengths:
– Path to As-a-Service: The report noted, “Concentrix has a compelling story for embracing the future As-a-Service economy.” The company’s automation strategy is boosted by a global footprint and it has strengthened its services by increasing expertise in healthcare, banking, fraud analytics and other verticals.
– Account management: “Concentrix clients laud its focus on implementing feedback into operations and developing a high level of trust within the account management structure,” the report says.
– Automation that augments talent and impacts outcomes: The report cites a case study in which Concentrix applied automation to data input and agent desktop processes for a multinational technology client, automating 93% of a key process workflow that reduced average handle time from 45 to 20 minutes.
To download full report, please visit https://www.concentrix.com/hfs-blueprint-cco
“Concentrix demonstrated a blend of operational excellence and forward thinking,” said Melissa O’Brien, Research Director, Contact Center and Omnichannel Operations and BPO, HfS. “Concentrix has one of the strongest stories we have heard from contact center service providers embracing the future As-a-Service economy. Most notably, Concentrix is one of the only service providers looking to embed design thinking into engagements with contact center clients from the outset. Concentrix is preparing for the future contact center changes by partnering with technology service providers to help clients write off legacy and explore potential for intelligent automation. Their digital contact center strategy is well complemented by sizeable geographic footprint and scale, a solid talent strategy and strong account management.”
This is Concentrix’s third trip to the Winner’s Circle for industry leadership within the last 12 months. Concentrix was named to the Winner’s Circle of HfS Research’s Blueprint 2015 Report: Insurance As-a-Service in September 2015 and to the “Winner’s Circle” of the 2015 HfS Healthcare Payer Operations Blueprint Report in November 2015.
HfS serves the research, governance and services strategy needs of business operations and IT leaders across finance, supply chain, human resources, marketing, and core industry functions. The firm provides insightful and meaningful analyst coverage of best business practices and innovations that impact successful business outcomes, such as the digital transformation of operations, cloud-based business platforms, services talent development strategies, process automation and outsourcing, mobility, analytics and social collaboration. HfS applies its acclaimed Blueprint Methodology to evaluate the performance of service and technology in terms of innovating and executing against those business outcomes.
Concentrix, a wholly owned subsidiary of SYNNEX, has operations across 25 countries, with approximately 90 delivery centers. It has more than 70,000 employees servicing more than 400 clients in more than 40 languages. The company has a large delivery footprint in India, the Philippines, Europe, Asia/Pacific, North America and South America. Concentrix has expertise in 10 industries and offers enhanced capabilities in advanced analytics, enabling technologies and non-voice services. Concentrix delivers services by voice, mobile, social and web chat across multiple geographies. The company operates with a holistic view that includes all customer touchpoints in an omni-channel approach. Concentrix focuses on the following industries: banking and financial services, healthcare and pharmaceutical, insurance, technology, consumer electronics, retail and e-commerce, government and public sector, media and communications, automotive and travel, transportation and tourism. For information and recent news, visit www.concentrix.com.