{"id":1221,"date":"2013-09-11T19:43:00","date_gmt":"2013-09-11T19:43:00","guid":{"rendered":"http:\/\/localhost\/projects\/horsesforsources\/concentrix-winner-circle_091113\/"},"modified":"2024-09-11T11:31:01","modified_gmt":"2024-09-11T11:31:01","slug":"concentrix-winner-circle_091113","status":"publish","type":"post","link":"https:\/\/www.horsesforsources.com\/concentrix-winner-circle_091113\/","title":{"rendered":"Concentrix buys its way into the customer experience management Winner’s Circle"},"content":{"rendered":"

\"\"<\/p>\n

Concentrix’s investors, SYNNEX, were clearly so impressed with IBM’s performance in reaching the Winner’s Circle<\/a> for customer experience management they wanted a piece of the action for themselves.<\/p>\n

So what does this mean – wasn’t IBM such a stalwart call center BPO provider? \u00a0And wasn’t Concentrix a small player?<\/strong><\/p>\n

In short, IBM is exiting the customer services call center arena, which began with its purchase of Daksh in 2004.\u00a0\u00a0It will focus on its core business of providing the enabling technology services and tools for customer experience management. \u00a0Concentrix increases its footprint massively<\/em>\u00a0and becomes one of the significant providers in the customer experience management industry. \u00a0The big question, now, is whether Concentix can maintain IBM\u2019s vaunted position in the Winner’s Circle for customer experience management services.<\/p>\n

IBM has stated that it wishes to focus on its higher-value<\/em> BPO businesses, namely finance and accounting, supply chain management, procurement, HR, and mortgage services, with a specific focus on its analytics and Smarter Workforce initiatives. \u00a0During the analyst call, IBM stated it wants to move more into cloud-based service provision, where it is steadily spending its way through its $20 billion war chest.<\/p>\n

HfS sees Concentrix quickly becoming the new \u201cIBM of contact center services.\u201d This deal represents a significant play for Concentrix, increasing its footprint from 5,000 to 45,000 in one fell swoop. Concentrix has strong customer lifecycle management capabilities, and, combined with IBM\u2019s enterprise CEM clients, experienced delivery organization and leadership, strong account management team, and technology integration capabilities, Concentrix will be a significant company to watch in all things customer care.<\/p>\n

The Bottom-line: \u00a0The end of an era for IBM and the dawn of a new one for Concentrix<\/span><\/strong><\/span><\/p>\n

So many of the leading BPOs started off in the call center business before evolving their offerings across the back office into HR, finance, supply chain and industry-specific areas. \u00a0IBM was no exception, making a concerted play with Daksh nine years ago. \u00a0But – today – the firm’s leadership clearly sees limited value (and profit margin) continuing to grow its footprints in CEM, despite an encouraging series of client wins and high-end customer marketing focus in recent years. \u00a0IBM wants to focus elsewhere… especially with its dedication to the cloud.<\/p>\n

Our question, simply, is where IBM’s focus will be in another<\/em> couple of years. \u00a0Call center alone is completely commoditized, and it’s understandable why IBM decided it was time to exit while retaining its technology enablement opportunities. \u00a0Will the same happen eventually with finance or HR? \u00a0Will IBM tire of processing paychecks and invoices, as it has done with taking customer service calls? \u00a0With significant client investments, such as Cemex (F&A) and Kraft (HR), it doesn\u2019t appear that the firm will do a 180 anytime soon, but this decision to exit CEM does raise doubts as to the company\u2019s long-term focus outside of technology services and software.<\/p>\n","protected":false},"excerpt":{"rendered":"

Concentrix’s investors, SYNNEX, were clearly so impressed with IBM’s performance in reaching the Winner’s Circle for customer experience management they…<\/p>\n","protected":false},"author":3,"featured_media":5400,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[48,51,55,835,78,79,81,831],"tags":[302],"organization":[],"ppma_author":[19],"class_list":["post-1221","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-process-outsourcing-bpo","category-cloud-computing","category-crm-and-marketing","category-f-a","category-hfsresearch-com-homepage","category-hr-outsourcing","category-it-outsourcing-it-services","category-smac-and-big-data","tag-enterprise"],"yoast_head":"\nConcentrix buys its way into the customer experience management Winner's Circle - Horses for Sources | No Boundaries<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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