Author Archive: Debbie Fisher, Business Writer, Outsourcing Center

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Is Your Maintenance & Support Approach Making Your IT Sick?

Is Your Maintenance & Support Approach Making Your IT Sick?

Rx for World Class Support: A Dose of Prediction Leads to Problem Prevention I just returned from a fantastic week on Italy’s Amalfi Coast to celebrate my mother’s birthday!  A trip that we’d talked about for years, planned last minute in April and started to regret in May. How could anyone regret a trip to […]

It’s Time to Get Serious About Protecting Confidential BPS Information

It’s Time to Get Serious About Protecting Confidential BPS Information

The BPS Industry has a long history of exchanging confidential information between clients and providers.  Yet more often than not, parties recognize the confidential nature of the information but do little to safeguard and protect unauthorized disclosure.  Disclosure of this information can have devastating effects on relationships, deals, business and trust.  The time has come […]

Give Your RFP a Makeover to Improve Results

Give Your RFP a Makeover to Improve Results

The Request for Proposal (RFP) has long been the key tool for IT leaders to ensure they obtain what they deem necessary to solve a specific technical problem or need.  But this traditional approach is looking rather worn and tired, limiting businesses to potential unseen benefits. It’s time to makeover your RFP process. With margin […]

Adding Autonomics to Outsourcing

Adding Autonomics to Outsourcing

The concept of robots running the data center may sound like the plot to a blockbuster Hollywood movie, but CIOs should give serious consideration to adding autonomics to their outsourcing contracts.  Today, top notch providers are augmenting their arsenal with operational and business process automation to deliver even greater client benefits. Since 2012, industry observers […]

How Managed Cloud Produced Big Business Benefits for Sony Playstation

How Managed Cloud Produced Big Business Benefits for Sony Playstation

2014 Outsourcing Excellence Awards Best ITO—Infrastructure Sony Playstation and Oracle “We were able to achieve our goal of creating an outsourcing center of excellence due to Oracle’s willingness to take a long-term view of the relationship and the exceptional efforts of my business application team.”    Sreedhar Vaidyanathan, Sony Computer Entertainment America, Playstation Business Unit […]

Ford Drives Automotive Infotainment via Innovative Outsourcing

Ford Drives Automotive Infotainment via Innovative Outsourcing

2014 Outsourcing Excellence Awards Most Innovative Ford Motor Company and Luxoft  “We’ve used outsourcing at Ford for many years, but this project delivered several firsts for our product development team—a partnership with global provider Luxoft and an automotive infotainment breakthrough.”          Julius Marchwicki, Global Product Manager Outsourcing is not new to Ford Motor Company, a […]

Focus and Trust Help Mobiltel Deliver Customer-centric Services

Focus and Trust Help Mobiltel Deliver Customer-centric Services

2014 Outsourcing Excellence Award Best Going the Extra Mile Mobiltel and Amdocs  “By working with a best-in-class service provider as Amdocs, we have been able to focus our efforts in going the extra mile for our customers by launching new services and providing unparalleled customer support.” Plamen Zyumbyulev, Director Network and IT Operations The Bulgarian […]

Collaborative Partnership Supports P&G’s Customer Focus

Collaborative Partnership Supports P&G’s Customer Focus

2014 Outsourcing Excellence Awards Most Collaborative Procter & Gamble and Infosys BPO “We look at partners differently, selecting partners who strive for innovative solutions.  Supporting each strategic partner is a deliberate process that facilitates a unique, collaborative relationship.” Damon Frost, Director, Global Business Services, Procter & Gamble With hundreds of the world’s best known brands, […]

Modernize Your Legacy Apps for Greater Control and Competitive Advantage

Modernize Your Legacy Apps for Greater Control and Competitive Advantage

A decade of outsourcing to reduce costs has left many firms with poorly understood, cluttered application portfolios. Other firms have lost in-house expertise or been left with out-of-date documentation due to downsizing. Facing intense global competition and digital age users with ever-growing expectations, the time has come for CIOs to regain control of their IT […]

Can You Really Turn a Marketing Manager into a Data Scientist?

Can You Really Turn a Marketing Manager into a Data Scientist?

You knew John Smith was a great fit to energize your marketing organization. But can a few tools turn him into a data scientist? If you think so, you may be kidding yourself. Worse yet, without exploring new cloud business intelligence (CBI) tools you may be shortchanging your organization from obtaining rich insights to help […]

Making Waves—Cloud Brokerage and Integration

Making Waves—Cloud Brokerage and Integration

Although the definition of cloud computing is still evolving, it hasn’t slowed the adoption of applications being deployed in the cloud. Looking back five years, Ajay Srivastava, VP of Product Management and Strategy at Oracle Managed Cloud Services, recalls early conversations with other IT industry executives about client server computing as the advent to a […]

Deal Dynamics—Outsourcing Models That Will Thrive in 2014

Deal Dynamics—Outsourcing Models That Will Thrive in 2014

In 1984, Wendy’s coined the slogan “Where’s the beef?” For outsourcers, the answer in 2014 is unanimous—it’s business outcomes. Gone are the days of labor arbitrage. “Technology is changing so fast that the focus is now on outcome-based models where value is driven from measuring business impacts and linked to compensation,” predicts Lalit Dhingra, President […]

Six Tips for Telcos to Cross the Cloud Chasm

Six Tips for Telcos to Cross the Cloud Chasm

Cloud technologies are changing both consumer and business behaviors. Breaking down barriers associated with storage and compute power, cloud solutions are freeing users from the limits of their smartphones, tablets and PCs allowing them to access unlimited resources and pay only for what they need. But how do providers of cloud services and solutions move […]

Mobile Operators Think Small to Get Bigger Profits

Mobile Operators Think Small to Get Bigger Profits

Small cells that is. Whether you’re a mobile virtual network operator (MVNO) deploying services in urban or rural areas, a city official modernizing your infrastructure to attract and retain citizens, or a high tech start-up looking to join the ecosystem of suppliers emerging to address the ever growing data traffic demands, a small cell solution […]

Do You Really Want to Outsource Customer Experience Management (CEM)?

Do You Really Want to Outsource Customer Experience Management (CEM)?

If you’re considering outsourcing your Customer Experience Management (CEM) or already outsource all or part of your CEM, it’s time to be sure you’re not doing more harm than good. In today’s always on, device-crazed world, service providers are constantly challenged to win and more importantly, satisfy their customers in an effort to reduce churn. […]