Telecom

Top 9 Innovation Trends in Outsourcing for 2015

Top 9 Innovation Trends in Outsourcing for 2015

Robotics, Analytics or Multi-channel enagagement? This report explores the innovative practices businesses are implementing in their outsourcing agreements. It is based on 100 in-depth interviews with senior outsourcing buyers. More than four fifths (83%) of buyers say they have experienced innovation in their outsourcing relationships Nine in ten (92%) say their outsourcing partners want to […]

The Six and a Half Things You Really Need to Know About Outsourcing | White Paper

The Six and a Half Things You Really Need to Know About Outsourcing | White Paper

Outsourcing may be one of the most complex topics in business today. Amazon.com lists almost six thousand book titles on the topic. In comparison, rocket science earns only 2,500 entries on Amazon’s list. If you are considering outsourcing or are on an outsourcing taskforce you must be wondering what the important bits are. You will […]

Ten Key Questions for Developing an Effective Service-Level Agreement

Ten Key Questions for Developing an Effective Service-Level Agreement

Service-level agreements (SLAs) have become a common part of outsourcing, cloud and other managed services agreements.  SLAs can allow customers to: •    Secure commitments to performance as measured against agreed metrics •    Create an incentive for suppliers to consistently meet those commitments, and •    Obtain options to take action to correct deficient performance However, a […]

BPO Evolves into BPM

BPO Evolves into BPM

Business process management used to be a set of tools and software suites to help business process outsourcing companies do their job. Now, BPM is a service offering. We rarely get to see evolution in the natural world. We know it happens and we have read about why and how certain trees, animals and birds […]

BPO Futures: Bet on Change

BPO Futures: Bet on Change

To live in an age of rapid change is as exhilarating as it is challenging. This is an extraordinary time for the BPO space, with huge leaps in business technology, process and theory taking place against the backdrop of tumultuous economic conditions, the ongoing evolution of globalization, and the social and mobile revolutions playing out […]

The Impact of Wearable Mobile on MDM Strategies

The Impact of Wearable Mobile on MDM Strategies

Move over, Rolex. Step aside, Armani. If the predictions hold true, tomorrow’s corporate climbers will all be ditching the designer accessories for the next big thing: namely, wearable computing devices. From smart watches to augmented reality glasses and contact lenses, today’s emerging tech toys have the potential to become tomorrow’s most valuable business tools. You […]

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. […]

The Biggest Hiring Mistakes CIOs Make and How to Avoid Them

The Biggest Hiring Mistakes CIOs Make and How to Avoid Them

In companies large and small, the role of IT has dramatically changed. Instead of a cost center, it has become a business enabler—a problem solver charged with both innovation and keeping the underlying infrastructure running. At the same time, multi-sourcing with a variety of providers is now the norm. In the future, a mid-size company […]

Telecom Buyers’ Guide

Telecom Buyers’ Guide

Telecom is short for “telecommunication,” which has its roots in two words and two languages: “Tele,” from the Greek, means “distant,” and “communicatio“ is a Latin word that means “connection.” However, the process this simple term describes is far from simple to implement and purchase. For most corporate customers, great telecommunications services alone will not […]

New UK Mobile Provider Rings Up Success by Outsourcing Before Go-Live | Article

New UK Mobile Provider Rings Up Success by Outsourcing Before Go-Live | Article

2013 Outsourcing Excellence Awards Winner BEST BUSINESS PROCESS: Giffgaff Ltd. And Firstsource Solutions “We knew they would be ideal bed fellows for us as they were willing, dynamic and hungry for success, both for themselves and our product.” Adele Shaw, head of member services, giffgaff Ltd. Definition: Both parties worked together to create and/or improve […]

Parsons Insources its Primary Carrier Relationships and Redefines its Global Carrier Strategy with Alsbridge’s Help | Article

Parsons Insources its Primary Carrier Relationships and Redefines its Global Carrier Strategy with Alsbridge’s Help | Article

2013 Outsourcing Excellence Awards Winner BEST NETWORK SERVICES: Parsons and Alsbridge Network Services “Out of the gate, the savings knocked it out of the park.”                                   Linda Ashworth, Telecom Manager, Parsons Definition: The service provider worked with the client’s voice, mobile and data providers to benchmark and negotiate new independent telecommunications’ contracts after several years […]

A Government Agency Utilizes Outsourcing to Improve IT across Australia | Article

A Government Agency Utilizes Outsourcing to Improve IT across Australia | Article

2013 Outsourcing Excellence Awards Winner BEST IT INFRASTRUCTURE: Department of Broadband, Communications and the Digital Economy and ASG Group Ltd. “We developed a foundation of trust which is not always evident in outsourcing relationships.” Lee Di Berardino, Chief Information Officer, Corporate & Business, Information Technology Branch, Department of Broadband, Communications and the Digital Economy Definition: […]

When T-Mobile US, Inc. Needed a Partner to Streamline Billing, Improve Efficiency and Create a Continuum of Process Improvement, Amdocs Answered the Call

When T-Mobile US, Inc. Needed a Partner to Streamline Billing, Improve Efficiency and Create a Continuum of Process Improvement, Amdocs Answered the Call

2013 Outsourcing Excellence Awards BEST CUSTOMER SATISFACTION: T-Mobile US, Inc. and Amdocs “Although outsourcing is a partnership, you have to make sure that you, as the customer, maintain control.” Habib Sarkis, Vice President, IT Operations and Support, T-Mobile US, Inc.   You’d be hard-pressed to find another industry that is more competitive or moves at […]

Top 5 Predictions for Innovation in Cloud | Article

Top 5 Predictions for Innovation in Cloud | Article

Experts have said it for long time, but users were skeptical. Perhaps users were not even listening. Cloud is secure. Experts even said that most organizations do not have the skills or budgets to create the kind of security that giant cloud providers do. It is 2013, and everyone has figured out that security isn’t […]

BPaaS: A Boon for Delivering Efficient Public Services | Article

BPaaS: A Boon for Delivering Efficient Public Services | Article

For governments, it is imperative to bring down the costs of administering a growing number of public services. Since the 1800s, governments have funded law enforcement, water, electricity, town planning, health services, public transport and education. Today, governments must also provide their citizens with waste management services, telecommunications, environmental protection, public housing etc. Taxpayer money, […]