Research & Insight

Business Challenge

Cost Reduction & Avoidance

An Outsourced Way to Move to the Cloud (Almost) Free

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Outsourcing saves buyers money through lower cost. Outsourcing really saves money if the service is free. To allow organizations to take advantage of low-cost IT infrastructure outsourcing, Appistry provides a software solution that helps companies with cloud migration. The company provides its software at no cost to small and medium-sized users. “We wanted to create …

How Outsourcing Buyers Benefit from Benchmarking

Outsourcing Center, Kathleen Goolsby, Senior Writer

Cost and price. It’s crucial that buyers understand both when it comes to outsourcing. What is the cost of providing business services internally? What elements comprise that cost? What is the price for comparable services from an outsourcing service provider? What cost elements affect the provider’s price? For the service levels it commits to perform, …

New Contact Center Management Solution Enables Social CRM, Streamlines Processes, and Ensures Cost-Effective Flexibility

Outsourcing Center, Kathleen Goolsby, Senior Writer

Today’s contact centers drive revenue and build customer relationships. Management of processes in those centers (whether outsourced, hybrid, or internal centers) is now easier and less costly using VContactCenter. This new CRM solution also facilitates capturing and managing data from social media such as Twitter, makes it easy to segment data, and provides multi-language yet standard capabilities for globalization.

How Verticalization and Business Process Utilities Will Impact Outsourced Services

Outsourcing Center, Kathleen Goolsby, Senior Writer

Transparent pricing, highly standardized processes, vertical solutions. Companies will select service providers that deliver the best quality and value-add, not just the best price. “Increased adoption of standardized solutions in outcomes-based models will drive outsourcing to become more utility based,” says Don Schulman, General Manager, Finance and Administration at IBM. “And that becomes where the …

What Companies Need to Understand about Outcome-Based Approaches in Outsourcing

Outsourcing Center, Kathleen Goolsby, Senior Writer

Among the various changes that will impact outsourcing over the next five years, Don Schulman, General Manager of Finance and Administration at IBM, says the first will be a focus on outcomes-based pricing models. “Focusing on clients’ end-to-end processes, the discussion moves to outcomes pretty fast when considering the advantage of an outsourcer doing a …

Upcoming Challenges and Opportunities in Healthcare Outsourcing

Outsourcing Center, Kathleen Goolsby, Senior Writer

Thanks to the American Recovery and Reinvestment Act (ARRA) (the economic stimulus package for the U.S. economy), healthcare reform, and the Health Information Technology for Economic and Clinical Health Act (HITECH), the next five years will see a dramatic increase in outsourcing in the healthcare industry. But there are significant challenges for decision makers beyond …

Managing Outsourced Data Securely

Outsourcing Center, Kathleen Goolsby, Senior Writer

Outsourced data security is revolutionizing businesses. “We will see a dramatic change in security becoming a prevalent component of outsourcing contracts over the next five years,” says Jim Motes, Chief Information Security Officer for Dell Perot Systems. As virtualized services in cloud and utility computing technologies become more ubiquitous, they will drive an even deeper …

Social Media: How Will It Change Outsourcing?

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Kids have been Tweeting and creating Facebook pages for years. But now, digital marketing has become a new tool of the business world. For the first time outsourcing buyers are asking their suppliers “for social media solutions to help them out, specifically in customer care,” reports Mike Wooden, Senior Vice President, Market Development, Business Process …

Four Trends That are Changing Human Resources Outsourcing

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Renewals are the big news in human resources outsourcing. Mohammed Haque, Vice President & Head of Enterprise Solutions Service practice at Genpact, estimates about $40 billion in contracts will come up for renewal from 2010-2012. How buyers go about renewals is about to change. Buyers are becoming “much more aggressive in going out and getting …

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