Opinion on Infrastructure

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Type Product title / description Pub Price
Expert View
Expert View

Identity theft goes upmarket

UK credit reference agency Experian recently revealed that the rise it has seen in identity fraud has coincided with an increase in organized cyber crime. The agency's data has also revealed that a surprisingly large number of consumers were unaware of identity fraud committed against them until they were informed by a financial services firm, which throws up the issue of data theft reporting.

Published By Datamonitor
19 Apr 2007
Expert View
Expert View

Data security - now is the time for a UK disclosure law

There has been another security breach involving the theft of customer data, this time by the Halifax Bank, which has admitted that documents stolen from one of its employees contained data on 13,000 mortgage customers. However, unlike most of the other breaches that come to light, this case involved printed documents taken when a briefcase was stolen.

Published By Datamonitor
05 Apr 2007
Expert View
Expert View

Telecoms, media and entertainment developments set to significantly transform the landscape

Consumers are adopting technologies and services that blur the boundaries between entertainment and communication. Furthermore, research shows that, ultimately, the driving force for the adoption of technologies in the media and broadcasting sector is determined by the level of consumer demand and acceptance of new services, not by how good the technology looks.

Published By Datamonitor
22 Mar 2007
CommentWire
CommentWire

Standard Life: Sheila delivers customer service improvements

Standard Life has deployed a natural language voice recognition system, affectionately known as 'Sheila,' for its life and pensions business, which was developed by VeCommerce. The insurer has already been able to improve its call handling abilities with the system, demonstrating the benefits that voice technology can bring to the contact center.

Published By Datamonitor
26 Jan 2007
CommentWire
CommentWire

Financial services operations: core offshore

While outsourcing of contact center and application services are relatively established, there is an increasing trend towards core financial services operations being outsourced to alternative locations. The offshoring of core competencies among financial services institutions will continue to rise as major financial companies increasingly take a global view of their resources.

Published By Datamonitor
10 May 2005
CommentWire
CommentWire

Centrica: talk is cheap

Centrica [CNA.L] is offering its energy customers a telecoms package that boasts free evening and weekend calls. The company is responding to a difficult operating environment by leveraging the potential of bundled services, but it will not derive the full benefits until its back office is seamlessly integrated.

Published By Datamonitor
18 Mar 2005
ResearchWire
ResearchWire

Call centers: phone calls fall

Published By Datamonitor
17 Mar 2005
CommentWire
CommentWire

Royal Mail: call waiting

Royal Mail, the state-owned operator of the UK's postal service, has launched a residential phone service, as hinted by the company last year. The new service forms part of a series of initiatives by Royal Mail to create alternative revenue streams to improve the group's profitability ahead of the impending deregulation of the UK postal market.

Published By Datamonitor
11 Jan 2005
CommentWire
CommentWire

EDF Energy: outsourcing is not the only way to save

UK utility EDF Energy has outsourced its customer management systems to a number of contractors for the next three years, at a cost of GBP9 million. Some savings will come from the outsourcer, though Datamonitor analysis suggests more could be made through process efficiencies such as boosting the number of direct debit customers it serves.

Published By Datamonitor
06 Jan 2005
Expert View
Expert View

Do scaled back outsourcing moves point to the end of the mega-deal?

JP Morgan's decision to terminate its planned $5 billion outsourcing contract with IBM Global Services has been viewed as symptomatic of a broader industry move away from mega-outsourcing contracts. This is reinforced by UBS's announcement this week that it would use Perot Systems in a reduced capacity when their outsourcing pact ends at the beginning of 2007.

Published By Datamonitor
27 Sep 2004

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