call centers and outsourcing

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Outsourcing, good and bad.

In all walks of life, services are being sold out to private contractors, IT support is outsourced, and customer service is taken out of the country on a regular basis and taken on by call centres in parts of the world where they have probably never seen the products they...

Tags: Network, Outsource, Help Desk, Call Centers, Outsourcing, It Operations, Business Operations, Outsourcing & Subcontracting, Jeff Dray

Blog posts 2008-02-12

CapGemini announces success in enterprise wide implementation of Google Apps

CapGemini, a major consulting, technology, and outsourcing firm, announced success in the first enterprise-wide implementation of Google Apps Premier Edition. An excerpt from BusinessWire: "With Google Apps now customized to the specific requirements of the contact center environment, it provides our agents with the tools...

Tags: Google Inc., Google Apps, Capgemini, Real Estate, Outsourcing, Call Centers, Workforce Management, Business Operations, It Operations, Outsourcing & Subcontracting, Human Resources, Arun Radhakrishnan

Blog posts 2007-11-15

Create a scalable tech support infrastructure

Technical support for users is a problem that every business that uses computers will encounter, and unless you plan for scalability, your tech support strategy can leave you behind as the organization grows. Whether your network consists of two or three desktop systems at the office wired together...

Tags: Deb Shinder, PRODUCTIVITY, Outsourcing, computer problem, tech support, SMB Strategies Newsletter, Problem, Tech, Help Desk, Call Centers, It Operations

Technical articles 2006-04-03

Outsourcing help desk pays benefits in asset management

This is the second article in a series on IT outsourcing in the financial services industry. Mark Vernon reports on Business Process Outsourcing, an especially hot initiative in financial services. Read about the benefits Merrill Lynch realized in a deal with Unisys. Stay up to date with the latest...

Tags: BPO, Merrill Lynch & Co. Inc., Unisys Corp., Mark Vernon, Business process outsourcing (BPO), Operational planning, IT Services, Call centers, asset management, asset, benefit, business process, outsourcing, help desk, Financial Service IT Newsletter, Financial Service, Carmichael, It Operations, Business Operations, Outsourcing & Subcontracting

Technical articles 2005-05-03

Inbound Call center Profit Book 1.1 (Windows)

Inbound Call center Profit Book will teach you how to think Beyond the usual. Inbound call center: Why and Why not? Every successful business reaches a point where they can no longer handle all of their customer requests or calls on their own. There are many reasons for the same....

Tags: BPO, Call-center, Microsoft Windows, Call Centers, Business Process Outsourcing (BPO), Customer Relationship Management (CRM), Outsourcing, It Operations, Enterprise Software, Software, Business Operations, Outsourcing & Subcontracting

Software downloads 2008-08-12

Choosing the Right Call Center Outsourcing Partner: Canada Builds a Strong Case

In the changing global economy, offshore call center outsourcing has become a sensible strategy for many customer service companies in the United States. However, when deciding on an offshore partner, firms are caught in a balancing act. On one side, managers are feeling pressure to improve their customer service, but...

Tags: Call-center, Managed Hosting, Outsourcing, Call Centers, Customer Relationship Management (CRM), It Operations, Business Operations, Outsourcing & Subcontracting, Enterprise Software, Software

White papers 2004-11-01

Quality and Value With Home-Based Call Center Services

As costs began to rise and labor markets became saturated, off-shore outsourcing to countries like India and the Philippines became popular. While some calls will continue to be sent offshore for cost-cutting purposes, transactions that involve a premium customer, a sale or involved customer service issue are returning to U.S.-based...

Tags: Call-center, Contact Center, Alpine Access, Call Centers, Customer Relationship Management (CRM), Outsourcing, It Operations, Enterprise Software, Software, Business Operations, Outsourcing & Subcontracting

White papers 2005-09-28

Avaya Case Study: Essex Medical and Forensic Services Ltd.

Essex Medical and Forensic Services Ltd EMFS is an innovative, comprehensive and quality-driven organization providing outsourced medical and clinical forensic services to the Police in the East of England. When EMFS began searching for a communications solution for its new company, the decision makers turned to an Avaya Authorized BusinessPartner...

Tags: Avaya Inc., Call Centers, Customer Relationship Management (CRM), Outsourcing, Advertising & Promotion, Enterprise Software, It Operations, Software, Business Operations, Outsourcing & Subcontracting, Marketing

Case studies

Virtual Contact Centers and Outsourcer Management: Unlocking the Potential of Virtual Contact Centers

In a business world witnessing rapid globalization and consolidation, Virtual Contact Centres VCCs promise compelling financial savings and customer service benefits. However, achieving these aims is often difficult. This White Paper reviews the market drivers for VCCs, options for outsourcing, and the financial and...

Tags: Financial, Outsourcing Company, Contact Center, Exony, Call Centers, Outsourcing, Customer Relationship Management (CRM), Globalization, Financial Accounting, It Operations, Business Operations, Outsourcing & Subcontracting, Enterprise Software, Software, Strategy, Management, Finance

White papers 2007-03-12

Avaya Case Study: KeyPoint Credit Union

In 2004, a new community charter enabled KeyPoint Credit Union to dramatically expand its member base. Expansion meant more branches, more associates and new office space to better serve its growing membership. KeyPoint CU also operates an outsourced 24x7 contact center for members to check account balances, pay bills or...

Tags: Avaya Inc., Call Centers, Outsourcing, Telephony, Customer Relationship Management (CRM), Telecommunications, It Operations, Business Operations, Outsourcing & Subcontracting, Networking, Enterprise Software, Software

Case studies

Nortel Network Case Study: Bharti Airtel Limited

Bharti Airtel Limited (previously called Bharti Tele-Ventures) is one of India's leading private sector providers of telecommunications services, delivering mobile, broadband and telephony, and enterprise services to more than 19.74 million customers, including more than 18.45 million GSM mobile subscribers. Bharti has a firm commitment to growth and, through a...

Tags: Bharti Tele-Ventures, Network, Nortel Networks Corp., Call Centers, Interactive Voice Response (IVR), Customer Relationship Management (CRM), Advertising & Promotion, Outsourcing, Networking, It Operations, Enterprise Software, Software, Marketing, Business Operations, Outsourcing & Subcontracting

Case studies 2007-01-01

Datacraft Readies Philippines Top Call Center for Capacity Expansion

The contact center industry is a highly competitive business. Set up in 1996, the Philippines-based Advanced Contact Solutions ACS is amongst the country's top providers of quality contact center and business process outsourcing services. Keen to uphold its leadership position, ACS entrusts Datacraft with an expansion project to increase its...

Tags: Philippines, Contact Center, Dimension Data, Datacraft, Contact Center Industry, Call Centers, Business Process Outsourcing (BPO), Customer Relationship Management (CRM), Outsourcing, Operational Planning, It Services, It Operations, Enterprise Software, Software, Business Operations, Outsourcing & Subcontracting

Case studies 2008-06-01

Convince clients to take PC security seriously

Here are three simple steps that you can take to help IT consulting clients adopt, implement, and enforce a proactive security policy that will protect the systems you support. by Susan Harkins

Tags: PC, Client, Cyberthreats, Help Desk, Spyware, Spyware, Adware & Malware, Outsourcing, Call Centers, Security, Viruses And Worms, It Operations, Business Operations, Outsourcing & Subcontracting, Susan Harkins

Blog posts 2008-08-23

Assisting to Grow Business Outsourcing Operations

Vertex Solutions is a leading Philippines-based provider of business process outsourcing. The company wanted to expand the existing call centre, upgrade the data infrastructure and enable Voice over Internet Protocol VoIP voice compression to grow local and overseas business. Vertex Solutions implemented Nortel contact centre, core network Ethernet routing switch...

Tags: Nortel Networks Corp., Vertex Solutions, Business Process Outsourcing (BPO), Ethernet, Outsourcing, Network Technology, Call Centers, Networking, It Operations, Business Operations, Outsourcing & Subcontracting

Case studies 2006-07-17

Avaya Case Study: Antares Management Solutions

Antares Management Solutions AMS has a dual focus: business process outsourcing for the insurance industry and information technology outsourcing for small to mid-sized organizations throughout the United States. AMS needed a new communications solution to replace its existing system that was at the end of its life cycle. AMS also...

Tags: Avaya Inc., Antares Management Solutions, Business Process Outsourcing (BPO), Outsourcing, Call Centers, Routers & Switches, It Operations, Business Operations, Outsourcing & Subcontracting, Networking

Case studies

SAP Brings Clarity to Indigo Lighthouse

Indigo Lighthouse is a contact lens outsourcing service. Indigo faced problem in handling requirements across its call center and distribution facility. Indigo Lighthouse selected ROC to implement a CRM and SCM solution from SAP. Through SAP Indigo managed all customer queries through one central hub. The new system helps the...

Tags: SAP AG, Indigo, Indigo Lighthouse, Call Centers, Outsourcing, Customer Relationship Management (CRM), Enterprise Software, It Operations, Business Operations, Outsourcing & Subcontracting, Software

Case studies

Contact Center Outsourcing: Lessons From the Enterprise

Contact center outsourcing is a viable option for enterprises needing to provide premier customer service, while controlling capital and operating expenses. As a strategic business decision, outsourcing requires a thorough analysis of costs, requirements, and vendor capabilities. In evaluating outsourcers, enterprises need to understand their offerings, and be assured that...

Tags: Customer Service, Contact Center, Contact Center Outsourcing, Call Centers, Customer Relationship Management (CRM), Outsourcing, It Operations, Enterprise Software, Software, Business Operations, Outsourcing & Subcontracting

White papers 2004-12-01

Banco BiCE Builds World-Class Contact Center With Remedy and DTS Ltd

Banco BiCE has built a solid reputation for superior customer service. The bank is a niche player, with a customer list including many of Chile's most important businesses and prominent citizens. To maintain service quality without hiring many additional employees, management recognized that the bank needed to streamline processes, automate...

Tags: BMC Software Inc., Remedy Corp., Banco BiCE, Outsourcing, Call Centers, Recruitment & Selection, Customer Relationship Management (CRM), It Management, It Operations, Business Operations, Outsourcing & Subcontracting, Human Resources, Workforce Management, Enterprise Software, Software, It service Management

Case studies

TaskPool 2.4 (Windows)

TaskPool is an advanced, powerful and feature rich Task Management system, for communication with customers Helpdesk, with partners outsourcing, and bugtracking development. TaskPool is a web-based system for handling various types of requests. Requests can be: Service request: use TaskPool as a helpdesk for your customers; Outsourcing request: use TaskPool...

Tags: Job Applicant, Microsoft Windows, DEK Software, TaskPool, Help Desk, Managed Hosting, Outsourcing, Call Centers, It Operations, Business Operations, Outsourcing & Subcontracting

Software downloads 2009-03-21

Microsoft Webcast: Managing a Global Internal Helpdesk With Outsourcing and Call-Avoidance Techniques (Level 100)

Microsoft IT manages a global internal helpdesk that receives 63,000 contacts per month. To improve the client-support experience and productivity while reducing costs, Microsoft IT took two approaches off-shoring and outsourcing the internal helpdesk including service desk and deskside support and developing a number of call-avoidance techniques. The attendee of...

Tags: Webcast, Microsoft Corp., Microsoft IT, Help Desk, Call Centers, Outsourcing, Productivity, It Operations, Business Operations, Outsourcing & Subcontracting

Webcasts 2007-11-19