Author Archive: Outsourcing Center, Barbara Lewis, Business Writer

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The Shift to a Patient-Centric Healthcare Ecosystem

The Shift to a Patient-Centric Healthcare Ecosystem

Data is at the epicenter of the transformation of U.S. healthcare to a consumer-centric ecosystem, primarily due to the multitude of participants who want to view what they need, when they need it, via the channel they prefer. Additionally, it all must be their information, and it must be accurate. Thus it has become imperative […]

Data and Digital Convergence: Driving Change in the U.S. Healthcare System

Data and Digital Convergence: Driving Change in the U.S. Healthcare System

“The mandates to improve care, advance quality and share information, combined with the constant pressure to reduce costs within the healthcare ecosystem, demand far greater collaboration and coordination than ever before in U.S. healthcare.” Ralph Burns President, Healthcare and Life Sciences NTT DATA In the United States, the healthcare ecosystem is moving briskly toward a […]

Insurance Carriers, Take Note: Explosive Growth Is No Accident

Insurance Carriers, Take Note: Explosive Growth Is No Accident

Cultivating a productive 1:1 customer engagement demands integrated data Outdated, paper-based processes, information silos and legacy systems have been the bane of insurance carriers for years, hampering not only the efficiency of their internal operations, but also impacting the way they engage with agents and customers. For example, if it’s too complicated for independent agents […]

Operationalizing Omni-Channel Best Practices Delivers Superior Customer Care

Operationalizing Omni-Channel Best Practices Delivers Superior Customer Care

 Today’s empowered customer interacts via many channels, forcing organizations to evolve in order to provide a seamless, consistent customer experience across all of them. The vast array of channels available to consumers runs the gamut from Web, phone, IVR, mobile applications and self-service to e-mail, video, mobile Web and social media. Consistency among all customer […]

Outsourcing Brings Benefit to BT

Outsourcing Brings Benefit to BT

Outsourcing Excellence Awards 2014 Best Telecom BT Group plc and Wipro     “Wipro’s commitment to service delivery has succeeded in significantly driving down our non-paid consumer customer churn. Overall, they’ve helped reduce our operational costs by 31-40 percent.” Neil Rowan, Head of Business Insight and Collaboration, BT Group Billing BT is one of the […]

Joint Managed Services Venture Shares Risk, Reaps Rewards

Joint Managed Services Venture Shares Risk, Reaps Rewards

Outsourcing Excellence Awards 2014 Morris Communications and NIIT Technologies Best Managed Services     “In just three and a half years, our NIIT Media Technologies joint venture has optimized our processes and cut our costs by 15 percent, achieving exactly what we set out to do.” Steve Stone Senior Vice President/CFO Newspapers and Shared Services […]

Insourcing: A Bridge Too Far

Insourcing: A Bridge Too Far

As the outsourcing industry has matured over the past several decades, it’s now becoming clear that its original advantages, such as labor cost savings, have begun to fade. In fact, it seems that our laser-like focus on cost has impacted innovation and service quality, and now the pendulum is swinging in the opposite direction. Taking […]

A Cloud of Controversy: Protect People or Privacy?

A Cloud of Controversy: Protect People or Privacy?

During the same decade that the USA PATRIOT Act conferred unprecedented powers on U.S. law enforcement officials, such trends as the consumerization of information technology (IT) and virtual servers gained traction on the enterprise data center scene. Simultaneously, the advent of cloud technology ushered in an era in which data from companies all over the […]

Cloud Sourcing Drives Innovation, Increases Efficiency and Reduces Cost | Article

Cloud Sourcing Drives Innovation, Increases Efficiency and Reduces Cost | Article

2013 Outsourcing Excellence Awards Winner BEST CLOUD: Take Two Interactive and Oracle “Oracle actually spends time understanding our business and our needs. They really listen, which means they bring things to the table that are meaningful to us.” John Hinkle, Chief Information Officer, Take-Two Interactive Software, Inc. When Take-Two Interactive Software’s ERP system could no […]

Superior Applications Services Help Manage Print-to-Digital Transformation | Article

Superior Applications Services Help Manage Print-to-Digital Transformation | Article

2013 Outsourcing Excellence Awards Winner BEST IT APPLICATIONS: Dex One and HCL “I’ve been in outsourcing engagements before, and our relationship with HCL America has definitely exceeded my expectations.” Eugene Kovnatsky, Vice President of Consumer Platforms Engineering, Dex One Dex One, a leading marketing services company in the United States, has approximately 1,500 dedicated marketing consultants […]

Retail Trends Embrace Technology in 2013 | Article

Retail Trends Embrace Technology in 2013 | Article

The most urgent challenge of 2012 in the retail space was consumers’ rapidly growing mobility and digital empowerment. Retailers responded by devising new ways to attract, engage and retain these droves of customers and meet their fleet-footed demand for products and services—on the customers’ devices and terms. In short, customers have embraced online shopping with […]

The Value of BPO: The Proof Is in the Partnership | Article

The Value of BPO: The Proof Is in the Partnership | Article

It’s no secret that customers have high expectations of their BPO service providers, so the Outsourcing Center thought it would be interesting to turn the tables: we asked some of the leading providers for the one thing they need from customers in order to deliver exemplary service. The universal response was: “HELP ME HELP YOU!” […]

ITO Infrastructure: Headaches and Hot Buttons | Article

ITO Infrastructure: Headaches and Hot Buttons | Article

When asked about current ITO infrastructure challenges, industry experts opened the floodgates, revealing that they’ve been inundated by a tsunami of customer demands for 24/7 IT infrastructure speed and agility. “The consumer market and increased awareness of sourcing have triggered the expectation of 100 percent availability of infrastructure services, as well as uniform speed,” remarks […]

2012: A Bumpy Ride For BPO | Article

2012: A Bumpy Ride For BPO | Article

2012 was a year that brought significant challenges for the business process outsourcing (BPO) industry, and in 2013, customers are sending service providers a clear message: they now expect far more than just cost savings from a BPO engagement. So what’s going on? Abid Ali Neemuchwala of TCS, an IT services, consulting and business solutions […]