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'{{COI |date= January 2017}} {{buzzword|date=June 2017}} {{Infobox company | name = Concentrix | logo = | type = Outsourcing | predecessor = | successor = | founder = | defunct = | fate = | area_served = [[World]]wide | key_people = Chris Caldwell<ref>{{cite web|title=Concentrix Executive Team|url=https://www.synnexcorp.com/about-synnex/concentrix-executive-team/|publisher=Synnex}}</ref> ([[CEO]]) | industry = [[Business services]] | genre = | products = | services = | revenue = | operating_income = | net_income = | aum = | assets = | equity = | owner = [[Synnex|Synnex Corporation]] | num_employees = 100,000+ | parent = | divisions = | subsid = | footnotes = | intl = yes | foundation = {{Start date|1983}} | location_city = [[Fremont, CA]] | location_country = [[United States]] | locations = 125+ | homepage = http://www.concentrix.com }}'''Concentrix''',<ref>{{cite web|title=Concentrix|url=http://www.concentrix.com|publisher=Synnex}}</ref> a business services company, is a subsidiary of [[SYNNEX|SYNNEX Corporation]]<ref>{{cite web|title=Synnex|url=http://synnex.com|publisher=Synnex}}</ref> (NYSE: SNX)since 2006.<ref>< http://ir.synnex.com/annuals-proxies.cfm></ref> Its parent, SYNNEX sits at number 198 on the Fortune 500 listing.<ref><http://beta.fortune.com/fortune500/2015/></ref> Concentrix is headquartered in Fremont, CA. Concentrix provides service in 10 industries: Automotive, Banking and Financial Services, Consumer Electronics, Energy and Public Sector, Healthcare Services, Insurance, Media and Communications, Retail and eCommerce, Technology, and Travel, Transportation and Tourism.<ref><https://www.concentrix.com/about/locations/></ref> ==History and Acquisitions== Concentrix was founded in 1991, its heritage can be traced back to 1973 to its insurance administration business [[solution]]s and services which were acquired in 2013 by Concentrix from IBM.<ref><https://www.bloomberg.com/Research/stocks/private/snapshot.asp?privcapId=1051101></ref> Concentrix has grown through multiple acquisitions bringing on board eight companies since 2006. Two of the acquisitions that are especially notable include the IBM Worldwide Customer Care Services Business and the Minacs Group Pte. === IBM Worldwide Customer Care Services Business === On Sep 12, 2013, SYNNEX paid a purchase price of $505 million, consisting of approximately $430 million in cash and $75 million in SYNNEX common stock. Concentrix added 45,000 employees. The acquisition included adding over 300 clients delivering services in more than 40 languages through 50 delivery centers on six continents.<ref><http://ir.synnex.com/releasedetail.cfm?releaseid=789947></ref> === Minacs Group Pte === On Aug 2, 2016 SYNNEX announced completion of the acquisition of The Minacs Group Pte with closure on Sept 1, 2016<ref><https://www.concentrix.com/concentrix-acquires-minacs/></ref> {{buzzword|date=June 2017}} === Industry-specific services === Customized business services for Telecommunications, Media and Utilities, Banking, Retail, Travel and Leisure, Healthcare and Insurance, Industrial and Technology, and the Public Sector. === Advanced analytics capabilities === Includes Voice of the Customer Analytics (VOCA) for unstructured content analysis, performance scorecards, call centre analytics, call volume forecasting, operational analytics, agent optimization; IVR analytics; web analytics customer life time value, revenue enhancement, and other analytics capabilities.. === ‘Digital First’ and multi-channel enablement === Voice, self-service, Interactive Voice Response (IVR), SMS, chat, mobile & smartphone support, web & social media, mail, fax and face-to-face integration (branch/store/office) === Technical and product support === Technical support, help desk, product activation, warranty service, service scheduling, and field support. === Collections === === Sales=== Lead generation, customer inquiry, promotions, multi-channel sales, product inquiry and demonstration, up-sell and cross-sell, negotiate and close, win-backs business-to-business sales support, and outbound notification.{{cn|date=June 2017}} === Service === Account management, customer care, problem and dispute resolution, correspondence management, and billing management. === Marketing === Lead management, campaign management, list generation, customer segmentation, customer profitability, market segmentation, product profitability, channel performance, prospect analysis, market analysis, and business unit analysis Concentrix runs these services as part of an integrated global delivery network with centers located on six continents. Concentrix supports multiple communication channels that include voice, chat, email, SMS, and social media. Concentrix provides systems for administration of life and health insurance products, tools for front-office engagement and process and operations enhancement through analytics, consulting for transformation, market optimization tools for enhancing the end-to-end customer life cycle, and focus on market optimization tools, digitalization and automation that includes Internet of Things (IoT), and Telematics business [[solution]]s.{{cn|date=June 2017}} ==Controversies== In 2014, Concentrix won a £75 million contract from the UK's tax authority, the [[HMRC]], to review two million tax credits claims for fraud and incorrect tax credit awards.<ref>{{cite news|title=HMRC chief Jon Thompson confirms US firm Concentrix won't have tax credits contract renewed |url= http://www.civilserviceworld.com/articles/news/hmrc-chief-jon-thompson-confirms-us-firm-concentrix-wont-have-tax-credits-contract|accessdate=30 September 2016|date=14 September 2016|publisher=Civil Service World}}</ref> [[Working tax credit|Tax credits]] are a form of UK social welfare benefit paid out to parents and workers on low incomes. By 2016, however, Concentrix was receiving heavy criticism from the cross-party parliamentary committee on welfare for incorrectly closing the claims of thousands of claimants, leaving them without money for essentials.<ref>{{cite news|title=’Reign of terror’ tax credit company loses HMRC|url= https://www.theguardian.com/money/2016/sep/13/reign-of-terror-tax-credit-company-loses-hmrc-contract|accessdate=27 September 2016|date=13 September 2016|publisher=The Guardian}}</ref> A government report disclosed that of 36,000 appeals against Concentrix, 87% were upheld.<ref>{{Cite news|url=http://www.bbc.co.uk/news/business-38873311|title=Concentrix tax credit cases to be reviewed, government says|date=2017-02-06|newspaper=BBC News|access-date=2017-02-06|language=en-GB}}</ref> In September 2016 the HMRC announced that it would not renew the contract, due to expire in 2017, although the Treasury has resisted calls for a full inquiry thus far.<ref>{{cite news|title=Treasury refuses to hold inquiry into Concentrix tax credits contract |url= https://www.theguardian.com/politics/2016/sep/14/treasury-refuses-to-hold-inquiry-into-concentrix-tax-credits-contract|accessdate=27 September 2016|date=14 September 2016|publisher=The Guardian}}</ref> As a result of Concentrix' failings, thousands of claimants are also due to receive back-payments for incorrectly stopped claims.<ref>{{cite news|title=Thousands due back-dated tax credit payments after HMRC contractor blunders|url= https://www.independent.co.uk/news/business/news/tax-credit-back-payments-hmrc-concentrix-mistakes-a7309746.html|accessdate=27 September 2016|date=15 September 2016|publisher=The Independent}}</ref> ==References== {{Reflist}} [[Category:Business services companies of the United States]] [[Category:Companies based in Fremont, California]] [[Category:Companies established in 1991]] [[Category:1983 establishments in California]]'