Information Technology

This Market Insight examines current trends and highlights a number of robust, differentiated BPO service solutions. In todays environment, customer care providers continue to focus on areas where they can add business value while achieving significant cost savings. After all, cutting cost means freeing up cash for clients; cementing the business ...

The BPO value proposition, once centered around labor arbitrage, right-shoring and economies of scale, is changing. Consumer buying patterns and behaviors are changing as well. Meanwhile, service providers today are investing in new operational solutions and processes  ones that are mapped to meet the communication needs of the army of independen...

All customers are not equal. Some customers are more profitable than others. Therefore, companies need to spend more to serve and retain the profitable customers. In essence, companies should understand the profitability of different segments of its customer base. And yet few companies actually measure the profitability of its different custome...

Cloud computing services are expanding as opportunities in the cloud computing market continue to emerge despite an increasingly competitive marketplace. This market insight provides a snapshot of 8 participants in the cloud computing market. These vendors reflect a mix of participants that are targeting cloud opportunities from their core areas. F...

Telecom service providers are poised to deliver a positive Customer Experience (CE) if they mobilize their resources to enhance their Customer Understanding (CU) and act on this enhanced understanding to transform their key business processes (such as trouble to resolve, time to market, and lead to cash). Innovation needs to be institutionalised in...

Smart Cities, Smart Energy, and Smart Clouds represent growing trends in Latin America. This market insight research service provides an overview of how the Smart is the New Green Mega Trend is taking shape in Latin America. Topics covered include how Smart Cities are affecting urbanization, the role the smart grid plays in the Smart Energy trend, ...

New customer interaction channels are accelerating the adoption of multi-channel contact center routing. But the contact center industry is moving to create an omni-channel experience where cross channel customer engagement is seamless. This Market Insight examines the extent to which new channels are changing the contact center and the Customer ...

Social customer collaboration sites create and foster external and/or internal user communities that enable the resolution of customers issues, from finding information to resolving problems, and help build customer loyalty. In the process, they enable companies to rapidly identify and capitalize on business opportunities and market trends.