Is incumbency an adverse factor in Outsourcing Contract Renegotiations?Posted by: Vineet Nayyar On February 07, 2013 02:02 PM Not long time ago most of the outsourcing contracts were viewed as a long term steady business with adequate stickiness - But not anymore. The general perception was - once service provider permeates into customer's organization and becomes its integral part as an extended organization coupled with inherent cost arbitrage, any chances of service discontinuity was unthinkable. This dependency in fact gets increased exponentially over the period of contract duration in the form of additional outsourcing work and collaboration. However the current slow recovery has taken its toll on this illusion also especially for the customers who have for long reaped the cost arbitrage benefits and are looking towards next avenues of cost savings. ...

Businesses around the world increasingly depend on external IT partners to deliver Application Management and Infrastructure support services. Over the years this service has evolved into a robust, predictable and scalable model. However, one challenge that client organizations continue to face is getting real-time and meaningful insight into the health of IT operations and services. Recent analysis by a leading analyst firm shows that IT performance measurement and metrics continue to top the CIOs to-do lists as they continue to struggle to measure and communicate the value that IT delivers to the organization and their stakeholders...While generating huge volumes of data is never the issue, the most important part, and often challenging, is the ability to collate, cleanse and integrate this data received from disparate sources, correlate that data in a timely manner, and make it available real-time to key decision makers. While there are multiple products available for getting this ...

Enterprise contact centers are the first touch points while dealing with customers and play a pivotal role in delivering great customer experiences.
SpeedSolve from Infosys and AT&T tries to do just that. It is a chat-based internal collaboration product. It helps enterprise contact centers reduce high call-transfer rates and call handle time. It provides a lifelike, seamless and real-time access to a pool of experts.
In a typical call center scenario, an agent might have to put a customer on-hold while they search for an appropriate response. This quest might also lead to a call-transfer to a subject matter expert. With SpeedSolve, agents can send out a chat request while continuing the phone conversation. The request is routed to an available expert who can also add the interaction to the enterprise knowledge base so that other agents can leverage it in future.
Since agents can handle multiple chat requests simultaneously, the system reacts faster than 1-2-1 help. The ...