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Copyright © 2017 Everest Global, Inc.
This document has been licensed for exclusive use and distribution by Conduent
EGR-2017-1-E-2140
Focus on Conduent
April 2017
Everest Group PEAK Matrix™ for Healthcare CCO Service
Providers
Copyright © 2017, Everest Global, Inc.
EGR-2017-1-E-21402
Introduction and scope
Everest Group recently released its report titled “Contact Center Outsourcing (CCO) Market for the Healthcare
Industry – Service Provider Landscape with PEAK Matrix™ Assessment 2017.” This report analyzes the
changing dynamics of the healthcare CCO landscape and assesses service providers across several key
dimensions.
As a part of this report, Everest Group updated its classification of 30+ service providers on the Everest Group
Performance | Experience | Ability | Knowledge (PEAK) Matrix for CCO into Leaders, Major Contenders, and
Aspirants. The PEAK Matrix is a framework that offers an objective, data-driven, and comparative assessment
of CCO service providers based on their absolute market success and delivery capability.
Based on the analysis, Conduent emerged as a Leader. This document focuses on Conduent’s healthcare
CCO experience & capabilities. It includes:
Conduent’s position on the healthcare CCO PEAK Matrix
Detailed CCO profile of Conduent
Buyers can use the PEAK Matrix to identify and evaluate different service providers. It helps them understand
the service providers’ relative strengths and gaps. However, it is also important to note that while the PEAK
Matrix is a useful starting point, results from the assessment may not be directly prescriptive for each buyer.
Buyers will have to consider their unique situation and requirements, and match them against service provider
capability for an ideal fit.
Copyright © 2017, Everest Global, Inc.
EGR-2017-1-E-21403
Strategy
Customer service
Payment collections
Outbound sales services
Order fulfillment and transaction processing
Performance management & reporting
Channel management
Customer analytics
Customer retention management
Inbound sales services
Customer interaction technology
Everest Group defines the CCO market to include engagements that primarily support all forms of direct and indirect (or in
support of direct) interactions with customers, external and internal to the buyer organization, involving a structured multi-
channel and remote communication environment
CCO does not include contact center services embedded within the scope of outsourcing engagements targeting processes
other than customer care, such as IT Outsourcing (ITO) or Human Resources Outsourcing (HRO)
Contact center pyramid
Traditional CCO primarily
focused on individual
operational services
Now, value-added services are
increasingly being included in
CCO
Everest Group’s definition of the CCO market is
centered on the delivery aspects of customer
interaction
Strategy
Value-added services
Operational services
Source: Everest Group (2017)
Copyright © 2017, Everest Global, Inc.
EGR-2017-1-E-21404
Everest Group PEAK Matrix – 2017 CCO healthcare
market standings
Performance | Experience | Ability | Knowledge
* Only service providers having annual healthcare CCO revenue of more than US$10 million were considered for evaluation in this study
1 Service providers scored using Everest Group’s proprietary scoring methodology given on page 12
Source: Everest Group (2017)
Leaders
Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix for CCO healthcare1*
25
thp
erc
en
tileMark
et
su
ccess
(Revenue, num
ber
of clie
nts
, and
revenue g
row
th)
High
Low
75th percentile
75
thp
erc
en
tile
25th percentileCCO delivery capability
(Scale, scope, technology solutions & innovation, and delivery footprint)
Low High
Major Contenders
Conduit Global
Aegis
Sutherland
Global Services
Teleperformance
Aspirants
Alorica
Wipro HGS
NTT Data
Concentrix
Convergys
TeleTech
iQor
HPE, Firstsource,
Genpact, and Sitel are
known to offer services
for healthcare vertical
within CCO, but have not
been covered within this
analysis due to lack of
quality information for
proper positioning
Leaders
Major Contenders
Aspirants
Conduent
Copyright © 2017, Everest Global, Inc.
EGR-2017-1-E-21405
2015 2016
Scale of healthcare CCO1
Number of FTEs
Recent developments
2017: Completed the separation into two independent publicly-
traded companies – the business process outsourcing company
named “Conduent, Inc.” and the document technology company
that continues to be called Xerox Corporation
2015: Announced its acquisition of Healthy Communities Institute
(HCI), a California-based company with a cloud platform that
provides socioeconomic and community health information to
hospitals, public health agencies, and community coalitions
Company overview
Conduent is a business process services provider with more than
93,000 employees and conducts business in over 40 countries,
providing business services for commercial and government
organizations. Conduent provides customer care services across a
variety of industries including communications, wireless, healthcare,
retail, and public sector.
Key leaders
Ashok Vemuri, Chief Executive Officer
Pratap Sarker, Commercial Sector Leader
Jeff Hechemy, General Manager, Healthcare Payer
Headquarters: Basking Ridge, New Jersey, U.S.
Website: www.conduent.com
Healthcare CCO revenue1
In US$ million
~180 ~180
2015 2016
Healthcare CCO client base1
Number of clients
Conduent (page 1 of 5)
Healthcare CCO overview
1 Based on Everest Group estimates, which leverage our proprietary Transaction Intelligence (TI) database, service providers’ ongoing coverage, public
disclosures, and interaction with buyers
Source: Everest Group (2017)
~430 ~450
2015 2016
~12,500 ~12,800
Copyright © 2017, Everest Global, Inc.
EGR-2017-1-E-21406
Conduent (page 2 of 5)
CCO client portfolio
Healthcare CCO revenue mix
US$ million
97%
3% Voice
By segment
By process
By geography
100% North
America
Note Based on data up to June 2016
Source: Everest Group (2017)
45%
12%
8%
5%
5%
13%
12%
Customer
service
Others
Order fulfillment
and transaction processing
Inbound sales services
Value-added
services
Outbound sales services
Payment collections
By channel
88%
12%
Pharmaceutical
Payer
Copyright © 2017, Everest Global, Inc.
EGR-2017-1-E-21407
Conduent (page 3 of 5)
Key healthcare technology investments in recent years
Solution name Description
HealthClarity Data analytics solution to help Medicaid Managed Care Organizations (MCOs) obtain real insights into
the programs’ performance. It assesses the effectiveness of managed care and other Fee-for-service
(FFS) providers; provides advanced analytics through interactive visualizations and predictive modelling;
ranks and compares providers according to clinical quality management, member experience and plan
efficiency; and highlights opportunities for intervention, reinforcement or improvement.
Program Integrity Program Integrity helps bring more accountability to all phases of claims management, from prior
authorization to past-pay recoveries. Solution includes: automated provider verification and validation
with ongoing monitoring; predictive modeling tools that identify potential fraudulent or abusive activities;
member eligibility data verification and risk identification for medical and social factors; fraud abuse &
detection systems that analyze claim data throughout your program and service verification systems
with GPS technology support
Conduent Virtual
Agent
Aligned to the omnichannel is a Conduent Virtual Agent solution that uses machine learning and
Conduent Case Management to provide a self-service tool via a responsive web app
Outcomes Based
Healthcare
Health Outcome Solutions (HOS) takes a new, holistic approach to population health management and
preventative care. By utilizing Conduent’s current capacity in technology and analytics, it can properly
leverage administrative, para clinical, and clinical capabilities to influence all aspects of the healthcare
ecosystem
Medication
Adherence App
Conduent is developing a software-enabled service to help people improve their medication adherence
by quickly identifying the major barriers they face and delivering highly personalized support via the
communication channel that the member finds most convenient and persuasive
Source: Everest Group (2017)
NOT EXHAUSTIVE
Copyright © 2017, Everest Global, Inc.
EGR-2017-1-E-21408
Conduent (page 4 of 5)
Healthcare CCO location landscape
U.S.
Jamaica
PhilippinesGuatemala
Mexico
Healthcare CCO delivery location
Source: Everest Group (2017)
Copyright © 2017, Everest Global, Inc.
EGR-2017-1-E-21409
Conduent (page 5 of 5)
Everest Group assessment
Delivery capability
Market successScale Scope
Technology and
innovation Delivery footprint Overall
Conduent is a U.S.-based business process services provider
that has appreciable capabilities within the healthcare CCO
space in the North American market. Its clients include major
healthcare payers and pharmaceutical companies
With robust capabilities across most dimensions and high
market success, it has been positioned as a Leader on the
CCO PEAK Matrix for healthcare
To offer the right shoring mix as per its client needs, not only
has it built strong delivery capability in the U.S., but has also
invested in building a significant delivery presence in near-
shore locations in Latin America and offshore delivery locations
in the Philippines
Through internal investments and partnerships, Conduent has
developed technology capability for the healthcare market
including care management, virtual agents, telemedicine
support, self service, and automation
Conduent derives its revenue entirely from North
America. To further drive growth, it can look at
expanding its client base in emerging geographies
such as Asia Pacific and Latin America, and reduce
its dependence on just one market
It can also leverage its capabilities in non-voice
channels, to offer omnichannel solutions to its
clients, that are contributing to the high growth of the
market
To expand its business and capabilities further, it
can consider targeting other segments in the market
such as healthcare providers and medical devices
manufacturers
Strengths Areas of improvement
Measure of capability: Best-in-class Very high High Medium high Medium Medium low Low Not mature
Source: Everest Group (2017)
Copyright © 2017, Everest Global, Inc.
EGR-2017-1-E-214010
Appendix
Copyright © 2017, Everest Global, Inc.
EGR-2017-1-E-214011
Everest Group classifies the CCO service provider
landscape for healthcare based on its PEAK Matrix
Performance | Experience | Ability | Knowledge (PEAK) Matrix
Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix for CCO healthcare1
2nd or 3rd quartile performance
across market success and
capability
Top quartile performance across
market success and capability
CCO delivery capability
(Scale, scope, technology solutions & innovation, and delivery footprint)
25th percentile
25
thp
erc
en
tile
75th percentile
75
thp
erc
en
tile
High
Low
Low High
Leaders
Major Contenders
Aspirants
Ma
rke
t s
uc
ce
ss
(Re
ve
nu
e, n
um
ber
of clie
nts
, a
nd
reve
nu
e g
row
th)
4th quartile performance across
market success and capability
1 Service providers scored using Everest Group’s proprietary scoring methodology given on page 12
Source: Everest Group (2017)
Copyright © 2017, Everest Global, Inc.
EGR-2017-1-E-214012
Service providers are positioned on the Everest Group
PEAK Matrix based on the evaluation of two key
dimensions
1 North America, Latin America, Western Europe, Eastern Europe, Australia & New Zealand, India, Philippines, Rest of Asia, and Middle East & Africa
Measures the scope of
services provided through:
Process coverage
Channel coverage
Geographic scope
Healthcare segment
distribution
Language coverage
Buyer size
Measures the extent of
capability in innovation and
technology, as evidenced
through investments in contact
center-related technology and
in areas such as analytics,
social media, and process
automation, as well as
investments pertaining to
healthcare market specifically
Measures success, which is captured
through CCO healthcare revenue,
number of current CCO healthcare
clients, and YOY revenue growth
Measures ability to deliver services successfully.
This is captured through four subdimensions
Measures the scale of
operations through:
Firm-wide revenue
Contribution of healthcare
CCO revenue to the total
CCO revenue
Scale ScopeTechnology solutions &
innovation
Mark
et
su
ccess Major Contenders
Leaders
Aspirants
Measures the global sourcing
mix through:
Delivery footprint across
nine regions1
Balanced shoring capability
Delivery footprint
Delivery capability
Copyright © 2017, Everest Global, Inc.
EGR-2017-1-E-214013
FAQs (page 1 of 2)
Does the PEAK Matrix assessment incorporate any subjective criteria?
Everest Group’s PEAK Matrix assessment adopts an objective and fact-based approach (leveraging service
provider RFIs and Everest Group’s proprietary databases containing providers’ deals and operational
capability information). In addition, these results are validated / fine-tuned based on our market experience,
buyer interaction, and provider briefings
Is being a “Major Contender” or “Aspirant” on the PEAK Matrix, an unfavorable outcome?
No. PEAK Matrix highlights and positions only the best-in-class service providers in a particular
functional/vertical services area. There are a number of providers from the broader universe that are
assessed and do not make it to the PEAK Matrix at all. Therefore, being represented on the PEAK Matrix is
itself a favorable recognition
What other aspects of PEAK Matrix assessment are relevant to buyers and providers besides the
“PEAK Matrix position”?
PEAK Matrix position is only one aspect of Everest Group’s overall assessment. In addition to assigning a
“Leader,” “Major Contender,” or “Aspirant” title, Everest Group highlights the distinctive capabilities and
unique attributes of all the PEAK Matrix providers assessed in its report. The detailed metric level
assessment and associated commentary is helpful for buyers in selecting particular providers for their
specific requirements. It also helps providers showcase their strengths in specific areas
Copyright © 2017, Everest Global, Inc.
EGR-2017-1-E-214014
FAQs (page 2 of 2)
What are the incentives for buyers and providers to participate/provide input to PEAK Matrix research?
Participation incentives for buyers include a summary of key findings from the PEAK Matrix assessment
Participation incentives for providers include adequate representation and recognition of their
capabilities/success in the market place, and a copy of their own “profile” that is published by Everest Group
as part of the “compendium of PEAK Matrix providers” profiles
What is the process for a service provider to leverage their PEAK Matrix positioning status ?
Providers can use their PEAK positioning rating in multiple ways including:
– Issue a press release declaring their positioning/rating
– Customized PEAK profile for circulation (with clients, prospects, etc.)
– Quotes from Everest Group analysts could be disseminated to the media
– Leverage PEAK branding across communications (e-mail signatures, marketing brochures, credential
packs, client presentations, etc.)
The provider must obtain the requisite licensing and distribution rights for the above activities
through an agreement with the designated POC at Everest Group
About Everest Group
Everest Group is a consulting and research firm focused on strategic IT, business
services, and sourcing. We are trusted advisors to senior executives of leading
enterprises, providers, and investors. Our firm helps clients improve operational
and financial performance through a hands-on process that supports them in
making well-informed decisions that deliver high-impact results and achieve
sustained value. Our insight and guidance empowers clients to improve
organizational efficiency, effectiveness, agility, and responsiveness. What sets
Everest Group apart is the integration of deep sourcing knowledge, problem-
solving skills and original research. Details and in-depth content are available at
www.everestgrp.com.
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