Capgemini, one of the world’s foremost providers of Consulting, Technology and Outsourcing services, has announced their Customer Care & Intelligence (CC&I) solution as a standalone offering within the company’s BPO portfolio now. This will align customer care operations with specific business objectives. The new offering draws on expertise from current BPO engagements in North America.

By applying analytics and business intelligence processes and methodologies to specialty, complex queues, Capgemini provides clients with business insight. Combining customer-care expertise and deep vertical market experience, Capgemini aims to help customers shift contact-center operations from being reactive, mainly focused on defect management, to being proactively focused on value — what this customer-centric industry needs to improve.

“We believe our ‘Outside In’ approach is not only different, but also more effective in delivering a superior customer experience and business value,” said Michael E. Donner, VP, Global Head, Demand Generation, Capgemini.

The Customer Relationship Management (CRM) is the largest sub-segment of the overall BPO marketplace. Gartner Dataquest estimates that the worldwide market for CRM BPO would grow to $41.1 billion by 2010. Capgemini is a relatively new entrant to the customer-care market, which has been maturing for more than 20 years. But due to its outsourcing, technology and consulting heritage, Capgemini is able to differentiate itself in the CC&I marketplace through its ability to manage a multisourcing/multivendor customer-care strategy in a command and control environment.

Capgemini’s CC&I offering is part of its BPO solutions portfolio which spans services for Finance & Accounting (F&A), Procurement, Assurance Management (Sarbanes-Oxley compliance), and Knowledge Process Outsourcing. Within its CC&I offering, services include Contact Center Transformation, Operations Business Intelligence and Advanced Technology Development & Deployment.

“Capgemini can either take on the customer’s entire customer-care operation or it can take the command and control approach where we roll out best practices, and improvement across a network with multiple vendors,” said Robbie Brillhart, Global Practice Lead, CC&I, Capgemini BPO Services. “Capgemini can offer customers more flexibility when choosing a CC&I solution because we have the technology, skills, methodology and delivery network to support it.”

Capgemini currently has more than 2,000 dedicated customer-care agents operating from contact centers located in Dallas, Palestine, Waco, Victoria, Montreal, Guatemala City, and Manila. The company is also planning to open an additional 600-seat center in Junction City, Kansas later this month.