Nov 12, 2014, by John Willmott
In our discussion, we’ve missed out lots of fashionable disruptors like mobile and cloud and these are indeed important elements within BPO. However, let’s be more futuristic still and consider the impact of the Internet of Things. Some examples of current deployment of the Internet of Things are as follows
Sector
Examples
[...]
Nov 11, 2014, by John Willmott
BPO has always depended on partnerships with third-party software providers to provide supplementary platforms around client core systems to provide specialist functionality in areas like procurement, collections, & reconciliation handling. However, there is a danger that this can lead to a Heath Robinson (or Rube Goldberg) combination of applications, involving expensive software or SaaS[...]
Nov 10, 2014, by John Willmott
There has always been a big divide between those suppliers that are comfortable handling voice and those suppliers that were comfortable handling data with very few comfortable with both.
However, the impact of digital is such that it increases the need for voice and data convergence. A common misconception in customer service is that the number of transactions is going down. It isn’t, it[...]
Nov 09, 2014, by John Willmott
There’s another disruptive force in BPO that no-one likes to talk about. It’s called labor arbitrage. Everyone is keeping a bit quiet about this one. It’s nothing like as sexy as robotics, or analytics, or SMAC, but it’s also a disruptive force.
One side of labor arbitrage within labor arbitrage is relatively defensive, but in spite of automation and robotics, mature &ld[...]
Nov 07, 2014, by John Willmott
Robotics has moved incredibly fast over the past year, but so has analytics. Analytics has been around in support of process improvement initiatives & Lean Six sigma projects for many years. It has also been present in areas like fraud analytics, which means at a personal level that you now have to re-instate your credit card most weeks.
However, analytics is now becoming much more pervasiv[...]
Nov 06, 2014, by John Willmott
This blog is the first of seven in a series looking at six disruptive forces and their implications for BPO. Some of these are widely talked about, others less so. This first blog sets the scene and looks at the impact of robotics. Subsequent blogs will consider the implications of:
Analytics becoming all-pervasive and increasingly predictive
Labor arbitrage is dead – long live l[...]
Aug 09, 2014, by John Willmott
CSC has expanded its partnership with IBM to enhance its ability to offer hybrid cloud and mobility services. In particular, the partnership emphasizes CSC's continuation and development of its role as a cloud service integrator and manager, rather than as a direct provider of capital-intensive IaaS services. CSC has a large client base for traditional data center management, frequently using [...]