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COCCO –An exciting new event for contact centre outsourcing

The Conference for Outsourcing Contact Centre Operations is coming in October – the industry is changing beyond recognition and this is the event to capture just how far-reaching those changes are. Whether through the inclusion of social media, the use of home working agents or the increase in artificial intelligence, this is the only place [...]

PEAK Matrix™ Heatmap and Outsourcing Handbooks

As enterprises adjust to disruptive shifts in the global business environment, we understand that the need to partner with the right outsourcing providers becomes more urgent. But evaluating the outsourcing landscape is challenging, with conflicting claims and scattered resources.

Should you build a contact centre or outsource?

The answer to the headline will be simple to a number of our contributors and readers, who work in or manage outsourced contact centres – you outsource, of course you do! An article in Bizjournals, however, has taken a slightly more considered view. It uses an Everest report as a prompt to examine nine core [...]

Security outsourcing is top priority

The Datacenter Journal is carrying a report on what’s keeping the technology community awake at night, and it’s security. Threats are on the increase which is bad news; more positively this means there is an opportunity for specialist companies that know what they’re doing.

Africa to become outsourcing giant?

An odd release reaches our desk this morning, suggesting that Africa, according to Technavio, is going to become a major destination for outsourcing. We agree in principle and indeed we’ll be visiting Morocco shortly to explore the opportunities over there. The Technavio report, entitled “IT Outsourcing Market in Africa 2016-2020”, highlights government, BFSI, telecommunications and [...]

Vodafone signs IBM contract

In an environment in which this news service appears to have been announcing the curtailing or cancelling of a lot of outsourcing contracts just lately, it’s reassuring to report the odd success here and there. And here’s one: the Economic Times of India confirms that Vodafone India has signed IBM to provide its IT infrastructure [...]

Document outsourcing expands

Documents and their management are set to undergo a major overhaul and expansion according to a new report from Infotrends. Through 551 surveys of enterprises across North America and Western Europe, this study explores critical components of strong document outsourcing offerings, emerging services opportunities, market opportunities, and customer requirements in financial services, insurance, consumer packaged [...]

Outsourcing good for US

The apparently bitter controversy over outsourcing in the US, where it has become as much an election issue as an economic reality, continues with the Daily Signal contrasting attitudes with the reality of what happens to the economy.

US: Outsourcing to robots

The American election is likely to rumble on for months (we predict until November) – and outsourcing continues to be the hot potato we’ve been describing so far. Meanwhile writers on Nasdaq have been looking at it and realising that the problem isn’t going to be offshoring as a lot of jobs (it cites natural [...]

The Aecus Innovation Showcase

The Aecus Innovation Showcase is a celebration of innovation in outsourcing and the great results that can be achieved. The tone of the day is positive, collaborative, and inclusive, providing a platform for the suppliers, practitioners and Aecus Award-winners to share and celebrate their innovative achievements.

EOS16: Embracing Technology and New Business Models for Outsourcing Success

Outsourcing is hitting record levels in Europe, with more contracts than ever before. A focus in Europe on smaller deals is being driven by increased use of multi-sourcing and the impact of automation. European buyers are seeking shorter and smaller contracts with niche providers as well as avoiding larger, longer-term contracts as they plan their [...]

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