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Wipro - CMS in Retail Banking

Vendor Analysis

by NelsonHall Analyst

published on Feb 05, 2014

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Report Overview:

Wipro is a publicly-held company headquartered in Karnataka, India. Wipro is a global technology, consulting and operations outsourcing services company. It entered the BPO space with the acquisition of Spectramind in 2002-2003 and has retained a strong focus on customer management services (CMS) within its BPO business.

Who is this Report for:

NelsonHall's CMS in retail banking industry sector profile on Wipro is a comprehensive assessment of Wipro's retail banking sector customer management services (CMS) offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the retail banking sector and identifying vendor suitability for CMS RFPs
  • Vendor marketing, sales and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector.

Scope of this Report:

The report provides a comprehensive and objective analysis of Wipro's retail banking sector CMS offerings, capabilities, and market and financial strength, including:

  • Identification of the company's strategy, emphasis and new developments
  • Analysis of the company's strengths, weaknesses and outlook
  • Revenue estimates
  • Analysis of the profile of the company's retail banking sector customer base, including the company's targeting strategy and examples of current contracts
  • Analysis of the company's retail banking sector CMS offerings and key service components
  • Analysis of the company's delivery organization including the geography of delivery locations used for retail banking sector clients.




Key Findings & Highlights:

Current Wipro CMS retail banking clients include:

  • U.K. based banking group
  • U.S. based mortgage servicing company.

Wipro is currently offering the following services to retail banking clients:

  • Overall customer care including voice/IVR & non-voice customer care support (secured messaging)
  • Core banking-related services:
    • account enquiries
    • customer service for billing queries
    • fraud management/investigations
    • technical support
  • Credit card-related services:
    • customer care
    • collections
    • fraud management/investigations
    • dispute correspondence
    • technical support
  • Mortgage-related services:
    • customer care
    • loan servicing
    • payment processing
    • collections.

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