Articles tagged with: Contact Center and Ict

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, 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: edge, outsourcing, ovum, datamonitor, tax, unions, USA