CRM & Call Center

The Retail Revolution: Big Changes in Store for 2012 | Article

The Retail Revolution: Big Changes in Store for 2012 | Article

The past few years have not been kind to retailers. Sluggish economies, shrinking margins and a more cost-conscious consumer have taken their proverbial toll. “We’ve seen retail sales increase by 5 percent to 6 percent, yet profits declined from 3.5 percent to 2 percent.  So, even though stores are selling more, they’re making less,” explained […]

Data Center Economics: Analyzing Challenges and Opportunities | White Paper

Data Center Economics: Analyzing Challenges and Opportunities | White Paper

Data continues to proliferate across all industries, making it necessary for organizations of all types to optimize their data center operations and develop data center management strategies in order to operate efficiently, remain competitive and successfully leverage their data. Read this white paper to learn how and why today’s organizations are currently approaching data center […]

Providing Innovation to Do Business Better

Providing Innovation to Do Business Better

Wipro Voice: Dr. Anurag, CTO, Wipro Technologies Human resources, call centers, customer service, finance and accounting. Companies have offshored these processes for years. But what about research and development? Is it a good idea? How much of the R gets outsourced relative to the D? The burst of the economic bubble in 2008 led to […]

NIIT Technologies Inc – global IT services company | Service Provider

NIIT Technologies Inc – global IT services company | Service Provider

NIIT Technologies Inc is a publicly held global IT services company operating in 14 countries and certified at highest process and security levels. It focuses on Insurance, Travel, Logistics & Hospitality, Financial Services, Media and Healthcare in North America. It is ranked as the third best outsourcer in the world by Data monitor Black Book […]

Can Offshore BPO Have an Impact Beyond the Bottom Line? | Article

Can Offshore BPO Have an Impact Beyond the Bottom Line? | Article

A new study by Monitor Group and the Rockefeller Foundation examines BPO that delivers a “double bottom line”—a strong business case and social impact. There’s little doubt that offshoring business process work can deliver cost savings for outsourcing customers and profits for business process outsourcing (BPO) providers. But can the BPO industry actually improve the […]

Managing Enterprise Mobility in a Bring-Your-Own-Device World: Trends, Challenges and the Role of Outsourcing | Article

Managing Enterprise Mobility in a Bring-Your-Own-Device World: Trends, Challenges and the Role of Outsourcing | Article

It is the era of the 24/7 employee – but no one seems to be complaining. Cloud computing, collaboration convergence and the need for access-on-the-go have driven a surge in mobility technologies. Instead of wanting to “get away from it all,” people want to take it all with them – accessible through the lightweight devices […]

Leveraged Engineering to ISV Community Enables Them to Do Business Better | Article

Leveraged Engineering to ISV Community Enables Them to Do Business Better | Article

Wipro Voice: A Discussion with KD Singh, Global Head of the ISV business “My own theory is that we are in the middle of a dramatic and broad technological and economic shift in which software companies are poised to take over large swathes of the economy. More and more major businesses and industries are being […]

BPO in Brazil Matures, But Focus Remains on Regional Business | Article

BPO in Brazil Matures, But Focus Remains on Regional Business | Article

A recent all-encompassing business process outsourcing contract with a whopping 13-year term is another sign of the booming BPO market in Brazil, which has been growing at an annual average rate of 6.5 percent over the last four years, according to The Brazilian Association of Information Technology and Communication Companies (BRASSCOM). Today, many Brazilian IT […]

Small U.S.-Based Finance and Accounting Outsourcer Delivers Value of Large Providers | Article

Small U.S.-Based Finance and Accounting Outsourcer Delivers Value of Large Providers | Article

The bulk of most companies’ operational costs are in manpower, says Ragu Bhargava, CEO of Global Upside, Inc., a finance and accounting (F&A) service provider. That’s one of the reasons companies in all industries are increasingly bucking the long-held practice of retaining full-time F&A staff in house. Mountain View, Calif,-based Global Upside, Inc. provides services […]

WNS Global Services – We Extend Your Enterprise | Service Provider

WNS Global Services – We Extend Your Enterprise | Service Provider

WNS is a leading global Business Process Outsourcing (BPO) company. Founded as British Airways’ captive back-office in 1996, WNS has today risen to a leadership position with more than 200 global clients, serviced by over 21,000 professionals across 23 global delivery centers worldwide, including Costa Rica, India, the Philippines, Romania, Sri Lanka and United Kingdom. […]

A Supply of Older Workers Benefits Companies and Outsourcing Service Providers | Article

A Supply of Older Workers Benefits Companies and Outsourcing Service Providers | Article

Baby boomers are living longer. The terrible economy, sliding home and stock prices, and low interest rates are forcing them to work longer. The silver lining is this is good news for both outsourcing service providers and enterprises that need expert help. Companies turn to NuuKo for executive advice in healthcare Companies needing advice typically […]

3i Infotech – Global Information Technology Service Provider | Service Provider

3i Infotech – Global Information Technology Service Provider | Service Provider

3i Infotech is a global Information technology company with a broad range of solutions. In 1999 we started off with just two offerings: application development & maintenance and IT infrastructure services. In addition, there was a team handling the back-office transaction processing work for the ICICI Bank, a NYSE-listed organization. We have expanded our portfolio […]

iGATE’s Differentiation in Delivering Value to Customers | Article

iGATE’s Differentiation in Delivering Value to Customers | Article

iGATE is enjoying significant growth and currently performing strongly in the market with a 200%+ increase in stock price since 2009 and market cap increasing from $300 million to nearly $1 billion. I spoke with David Kruzner, Senior Vice President, about the way iGATE goes to market, its differentiation, and how its customers benefit from […]

Outsourcing Center Selects New Categories for 2011 Outsourcing Excellence Awards — Study Reveals Best Practices and Keys to Success  | Article

Outsourcing Center Selects New Categories for 2011 Outsourcing Excellence Awards — Study Reveals Best Practices and Keys to Success | Article

The Outsourcing Center announced the finalists in the 2011 Outsourcing Excellence Awards last week. The annual awards program, originated in 1997, is recognized worldwide for the insights it yields regarding success drivers and over the years has resulted in a data repository for nearly 900 outsourcing relationships. Included in the repository are the factors that lead to […]

TeleTech, Lithium Technologies Join Forces to Create a Social Media CRM Outsourcing Solution | Article

TeleTech, Lithium Technologies Join Forces to Create a Social Media CRM Outsourcing Solution | Article

One of the big corporate worries about social media is that customers will complain about them and then the whole world will hear the problem. The customer who received the 300-page iPhone bill and the United baggage handlers who broke a musician’s guitar demonstrate what happens when unhappy customer comments go viral. “With customers constantly […]

Scotland Beckons as a High-Quality Outsourcing Location, Especially for the Financial Services Sector | Article

Scotland Beckons as a High-Quality Outsourcing Location, Especially for the Financial Services Sector | Article

Scotland is not a low-cost outsourcing alternative. In fact, most of the service providers in Scotland also have operations in low-cost locales. Yet Scotland has become an important part of the global mix. Why? “We have been under a bushel. Now it’s time to come out into the limelight and show the world there are […]