Introduction

In a rapidly expanding BPO market, Customer Relationship Management (CRM) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. The shifting focus of buyers from cost containment to service improvements has led to the creation of CRM as a standalone service line for most leading service providers. In the past, buyers were focused more on their core business, but now the goal is shifting towards technology and process improvements, value-added services, such as multichannel services, quality of service, and more innovative ways of addressing the increasing levels of complexity in managing the business and customers.

Everest Group Research CRM profiles provide an accurate, fact-based, and comprehensive snapshot of service provider CRM capabilities. Important aspects covered include service provider service suite, channels supported, language capabilities, scale of operations, technology solutions, and delivery locations.

Contents

The Aegis profile provides the following CRM-specific details:

• CRM BPO overview: Includes company overview, financial overview, CRM BPO revenue mix by geography, industry, services, and channels, technology landscape, and recent alliances, acquisitions, and contract signings
• Language capabilities: Includes global and regional languages offered by the service provider and the corresponding FTE scale
• CRM BPO location landscape: Includes key delivery locations across the globe and FTE scale in each location

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