Latest Intelligence on Outsourcing

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Type Product title / description Pub Price
Expert View
Expert View

2007 will be one of the most challenging years in contact center outsourcing's history

Coming hot on the heels of UK bank Lloyds TSB's announcement that it is to move its contact center operations from Mumbai to the UK, a new report has revealed that contact center outsourcing providers are set to face tremendous challenges with the emergence of late-adopting vertical markets. Indeed, vendors are struggling to adapt industry-specific solutions to both new and established clients.

Published By Datamonitor
08 Mar 2007
Expert View
Expert View

Center and agent optimization are top priorities for contact centers

Pressure to improve the efficiency and effectiveness of contact center operations is driving growth in optimization technologies. Indeed, a survey of contact center professionals has revealed that contact center and contact center agent optimization are viewed as key investment priorities over the next three years, which should bode well for professional services providers.

Published By Datamonitor
17 May 2007
Expert View
Expert View

Cost of outsourcing IT services remains too high for UK SMBs

Despite the hype over managed services becoming essential in the small- to medium-sized business, or SMB, space, the majority of SMBs in the UK are still reluctant to become reliant on someone else managing their IT issues. This is partly due to loss of control of a key component of their business functionality, but the main reason stems from the belief that the cost of outsourcing is too high.

Published By Datamonitor
17 Aug 2007
Expert View
Expert View

Insurance market witnesses important BPO deals

Indian outsourcers WNS and HCL Technologies have each acquired separate strategic assets, including the offshore unit of insurance giant Aviva and the financial services division of UK outsourcer Liberata. These deals have highlighted three important trends within the industry: the move away from captives, the increasing focus on the insurance vertical and the maturity of the Indian BPO market.

Published By Datamonitor
24 Jul 2008
CommentWire
CommentWire

Malta emerges as new nearshore contact center outsourcing destination

The emergence of new outsourcing markets continues within Europe's nearshore, and Malta is positioning itself as a location that is able to provide multilingual services across verticals. Indeed, Malta's established contact center sector, language capabilities and its open business environment and incentives, bode well for the country's chances in this industry.

Published By Datamonitor
16 May 2007
Expert View
Expert View

Speech self-service slowly leaving indelible impact on voice of customer service

Speech recognition technology is becoming increasingly prominent as a cost-cutting and value-enhancing solution for customer care and service enablement. As firms look to improve customer interaction in a cost effective manner, the technology will serve as an adjunct to offshore customer service operations.

Published By Datamonitor
13 Mar 2007
Expert View
Expert View

Will border violence hurt offshore outsourcing into Mexico?

Drug-related violence in communities on the US/Mexican border has received significant media attention in recent weeks, and could potentially cause concern among outsourcers and their clients with contact center deployments in Mexico. However, Datamonitor believes that serious investors need to look at the long-term value that can be derived from this established national market.

Published By Datamonitor
04 Mar 2009
Expert View
Expert View

Yet another worry for Indian offshoring companies

It was recently reported that various problems with the Indian outsourcing industry are forcing UK and European firms to look elsewhere for their offshore provision. The issues cited include big wage rises, skills shortages, and incidents around data security. Such problems threaten to topple India's leading offshoring position, and come as rivals are growing ever stronger.

Published By Datamonitor
06 Dec 2006

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