CRM & Call Center

The Hottest Trends in aaS and Cloud | Article

The Hottest Trends in aaS and Cloud | Article

We’ve all been talking about cloud computing for a good while, but now that conversation has dramatically changed. Cloud has transformed from “great and powerful Oz” status to “the technology behind the curtain.” Still very powerful, but not quite as mysterious. “People are discovering that cloud can do a lot more than they initially thought. […]

Infosys Limited- Building Tomorrow’s Enterprise | Service Provider

Infosys Limited- Building Tomorrow’s Enterprise | Service Provider

Infosys (NASDAQ: INFY) was started in 1981 by seven young, dynamic minds with $250. We pioneered the Global Delivery Model (GDM), based on the principle of taking work to locations where talent is available and that make economic sense with the least acceptable risk. Today, we are a global leader in consulting, technology, and outsourcing, […]

Who Ya Gonna Call to Know Your <b>Actual </b> IT Infrastructure Costs? | Article

Who Ya Gonna Call to Know Your Actual IT Infrastructure Costs? | Article

At PPG Industries the IT infrastructure group funds each IT department. It used a home-grown, internal system to determine its IT costs. “It wasn’t a black hole, but it wasn’t detailed enough,” says Denise Vay, senior IT finance manager. And it was costly to maintain. The infrastructure group was spending a lot of time trying […]

Twelve Best Practices to Create a World-Class Outsourcing Case | Article

Twelve Best Practices to Create a World-Class Outsourcing Case | Article

You’ve been in this meeting, haven’t you? Outsourcing options are on the table and everyone’s got concerns. The chief information officer already has too much to do and not enough people. Finance doesn’t see enough savings. Sales wants differentiators. Risk and compliance people chime in about service levels, reporting and penalties. It doesn’t help when, […]

Fabric Data Centers: The End of Complex, Expensive and Inefficient Infrastructure | Article

Fabric Data Centers: The End of Complex, Expensive and Inefficient Infrastructure | Article

What’s new in the data center? Last year, the buzz was around “fabric data centers” as organizations began to worry about costs. Did it make sense to have dedicated and expensive network, computing and storage resources around applications even if the IT infrastructure was outsourced? Could IT infrastructure costs be brought down? CIOs were under […]

Beyond Automation: The Importance of Human Analytics in Social Media Monitoring | Article

Beyond Automation: The Importance of Human Analytics in Social Media Monitoring | Article

Mobile networking. Online games. Social computing. As personal and professional worlds collide, social media is generating huge amounts of unstructured data that’s brimming with business insights — from consumer preferences to competitor activities. That’s why many companies are using social media monitoring tools to “listen” to these conversations. These automated tools — from firms such […]

The Next Generation Shared Services through BPO | Article

The Next Generation Shared Services through BPO | Article

Executives are all asking similar questions of their shared service organizations (SSO): “How do I get to the next level of shared services and realize more value?” “How do I change my SSO model to expand services and go global?” “How do I drive continuous process improvement initiatives?” “How do I deal with social media […]

The New Mating Rituals of Consumer Goods Companies and the Buyers They Want to Attract

The New Mating Rituals of Consumer Goods Companies and the Buyers They Want to Attract

WIPRO VOICE: There was a time when brand recognition was a consumer product’s best friend. A pretty package and eye-level shelf placement, coupled with some targeted print campaigns or clever TV ads, and you had it made. Whether you sold fashion or food, golf clubs or barbeque grills, the right combination of product, price, promotion […]

Mobility Shifting the Wave from Brand-centric to Customer-centric Retailing

Mobility Shifting the Wave from Brand-centric to Customer-centric Retailing

Two things are of key importance in the retail industry today: margins and customer loyalty. While better sourcing, operational efficiencies and market penetration can check margins, the answers to improving loyalty or even maintaining them are complex. Retailers are increasingly being forced towards tactical solutions, rewarding customers with “money-off” deals. Much of the concept of […]

The Six Warning Signs Your IT Operation Is At Risk | Article

The Six Warning Signs Your IT Operation Is At Risk | Article

It happens so slowly that you may not even notice what’s going on. A few extra steps to get around a problem here. An inefficiency or two there. A recurring help desk issue. A sluggish, outdated app. Minor inconveniences, right? “After all, we’re not a young IT enterprise anymore. So we’re a little sluggish on […]

RPOs Help Companies, Retirees in the New World of Work | Article

RPOs Help Companies, Retirees in the New World of Work | Article

Eight trends are changing the way people are retiring, according to Neal Bruce, vice president, product management for Peoplefluent, a workforce talent management company. The demographics may even affect the future performance of some companies, especially those in the energy and nuclear power fields. “Some companies may fall off the knowledge cliff when their retirees […]

An RPO Provider Finds Quality Hires and Manages the Brand For an AustralianTelecom | Article

An RPO Provider Finds Quality Hires and Manages the Brand For an AustralianTelecom | Article

16th Annual Outsourcing Excellence Awards – Most Flexible: Telstra and Talent2 “Talk about flexibility. This engagement was all about constant change. Talent2 will do almost anything!” Josephine Thompson, head of resourcing for Telstra Definition: Both parties demonstrated the ability to be flexible, especially when facing challenges. They made decisions that reflected what’s best for the […]

Vertical BPO: The Next Big Industry Trend | Article

Vertical BPO: The Next Big Industry Trend | Article

Wipro Point of View – Companies have long benefited from the scalability and cost savings they receive from business process outsourcing that offloads non-core tasks to a qualified service provider with proven capabilities. Until now, most enterprises outsourced work horizontally by specific function. A call center was a call center. Data entry was data entry. […]

How Innovation Makes Companies More Competitive and What You Can Do to Make Yours More Innovative | Article

How Innovation Makes Companies More Competitive and What You Can Do to Make Yours More Innovative | Article

Wipro Voice: Innovation What separates a great organization from other good companies? Management? People? Policies? Quality? Probably all of these and more. Innovation has always been the single most important factor in ensuring a distinctive advantage, giving companies a higher market position. Quality and process excellence ensure maximum benefits from innovations – both incremental and […]

Enterprise Service Transformation: The Holistic Approach that Increases Efficiency, Revenue and Customer Loyalty | Article

Enterprise Service Transformation: The Holistic Approach that Increases Efficiency, Revenue and Customer Loyalty | Article

Wipro Voice – Enterprise Service Transformation Writwik Nanda, global lead, SAP CRM, Business Transformation Group for Wipro Technologies explains why using consumerization to transform an organization’s service business can increase customer loyalty and turn this support area into a revenue generator, as well. In most companies, the service organization is an island, a self-contained operation separated […]

What Should You Worry About When Moving to the Cloud? | Article

What Should You Worry About When Moving to the Cloud? | Article

Wipro Voice: Discusses How to manage information assets while moving from an In-House model to the Cloud Today’s enterprise is no longer confined to the four walls of its corporate campus. Growing emphasis on collaboration, efficiency and innovation is changing the behavior of today’s enterprise; this change is impacting the IT landscape as well. As […]