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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.

http://www2.everestgrp.com/reportaction/EGR-2017-1-R-2075/Marketing


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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)


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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


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


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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


~430 ~450

2015 2016

~12,500 ~12,800

http://www.conduent.com/


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CCO client portfolio

Healthcare CCO revenue mix

US$ million

97%

3% Voice

By segment

By process

By geography

Email

100% North

America

Note Based on data up to June 2016


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


EGR-2017-1-E-21407


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


NOT EXHAUSTIVE


EGR-2017-1-E-21408


Healthcare CCO location landscape

U.S.

Jamaica

PhilippinesGuatemala

Mexico

Healthcare CCO delivery location



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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



EGR-2017-1-E-214010

Appendix


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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



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


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


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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