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Articles tagged with: Contact Center
Outsourcers rethink strategies in light of global recession
The current economic crisis is forcing outsourced contact center providers to revisit tried and trusted methods of providing their services to clients, asserts a new Datamonitor report. With prospects and existing clients looking for more creativity than ever in how their products / services are represented, outsourcing vendors need to determine new ways of delivering customer service, marketing & sales, technical support and debt collection. more
Related Tags: data-monitor, outsourcing, ovi, iden, lte, datamonitor
Hosted IVR Services Offer Tremendous Growth Potential in Markets across EMEA
Hosted interactive voice response (IVR) services have seen widespread adoption in Europe, Middle East, and Africa (EMEA) in recent years. The automation of simple customer interactions has remained the major driver for the hosted IVR services market in general. The business benefits afforded by hosted solutions have proven immensely useful to enterprises of all sizes in this tough economy. Reduction in upfront capital expenditure and the associated lower total cost of ownership is driving increased adoption of hosted IVR, particularly in small- to mid-sized markets. more
Related Tags: sim, eu, ict, itu, driving, outsourcing, ivr
Does Obama 'buy American' plan signal problems for offshore outsourcing?
Opinion by Peter Ryan, Head of Contact Center Outsourcing Analysis, Ovum
Newly elected US president Barack Obama's move to protect American jobs by
mandating local procurement of materials has invited the question of whether
this could also include contact center outsourcing. Given the prospect of
significant legal problems in legislating an outright ban on offshoring contact
center work, Obama is more likely to use tax provisions to maintain equivalent
domestic jobs.
more
Related Tags: ict, edge, outsourcing, ovum, datamonitor, tax, USA
Contact center outsourcers must take strategic view for BPO success
Contact center outsourcing providers are suffering thinning margins and lower contract volumes as the downturn bites, leading to an increasing appetite for diversification into adjacent business processes - claims a report from Datamonitor. The report assesses the ways in which these vendors could move into higher value business process outsourcing (BPO) areas, and warns that without a more long-term strategic approach, they are unlikely to succeed. more
Related Tags: rsa, outsourcing, datamonitor
Vodafone Spain and Qualcomm Use 3G to Improve Communications for the Elderly
The Vodafone España Foundation (FVE), the Spanish Red Cross (CRE) and Qualcomm have announced an alliance to launch a pilot project named "3G Connecting Generations." The project aims to take advantage of HSPA broadband technology to connect the elderly to their caregivers and families by unifying voice and videoconferencing through a familiar device like television. more
Related Tags: qualcomm, hspa, vodafone, Spain
Ericsson Wins Palestinian GSM Contract
Wataniya Palestine Telecom (WPT) says that it has started signing agreements with a number of telecommunications and information technologies providers to begin the construction of WPT GSM network in Palestine. more
Related Tags: 3g-license, ericsson, wataniya-mobile, wataniya, network-management, jawwal, towers, Palestine
Enterprises harness the power of unified communications
Unified communications has altered the way business communication takes place today. Unified communications or commonly known as UC, is a productivity tool which results in increased responsiveness and time savings. It enables to improve the way companies, individuals and groups interact, significantly. more
Related Tags: asia-pacific, driving, unified-communications
Convergys Wins Thai Consulting Contract
Convergys has signed two consulting contracts with Thailand based mobile operator, Advanced Info Service (AIS). Under the terms of the multi-year contracts, Convergys will provide advisory services to transform AISÃ' customer relationships, using relationship management insight and technologies developed and applied as one of the worldÃ's largest outsourced contact center companies. AIS will use ConvergysÃ' solutions and consulting methodologies to reduce churn, retain customers longer, and increase sales, turning the contact center into a sales and service center. more
Related Tags: advanced-info-service, ais, convergys, Thailand
Asia-Pacific represents exciting growth for all Contact Center Vendors
Dynamic growth is being predicted for both the number of contact centers and customer service agent positions in Asia Pacific. Market analysis firm Datamonitor puts this down to a combination of a growing middle class in China and India, the expansion in demand for products and services and the increase in offshoring. According to the report, which covers India, China, Australia, Japan and South Korea, this will lead to the creation of four times as many new contact center agent positions (APs) in developing markets over the next four years as in developed markets. more
Related Tags: asia-pacific, china-mobile, telefonica, china-netcom, datamonitor, sk-telecom, netcom
Mexico Faces Threats in Offering Bilingual Call Centers
Research by market analyst Datamonitor expects that Mexico will continue to be a location of choice for offshore contact center services for US firms, but will face considerable regional competition from other countries in the region going forward. more
Related Tags: customer-care, compete, datamonitor, call-center, Mexico