E-Commerce Blog

Good news for the economy: Small business outsourcing has gone mainstream thanks to the increased use of automation technology — computers, software and the Internet powering cost-efficient outside service provider teams. Bad news for outsourcing service providers: Small and mid-sized businesses are proving to be slow on the uptake. The basic premise of business process outsourcing is that companies focus on their core competency and move their non-core business processes to outsourced services providers, thus allowing for optimal use of a company’s time and resources.

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Getting SMBs Acquainted With BPO

These are, to cite the old Chinese curse, ‘interesting times’ for organizations seeking to outsource their contact center services and for business process outsourcers alike. That is because serving end-customers has never been more challenging. Today’s buyers are savvy, proactive, quality conscious but price-sharp, unimpressed with brands unless they consistently deliver, and whose loyalty is as good as their last interaction. These individuals also utilize a growing and bewildering array of channels.

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Injecting More Value Into Business Process Outsourcing

Cognizant Technology Solutions, rattled by the downturn in the U.S. economy, is expanding rapidly in emerging markets like China and India as it looks for relief, but the move may take a while to help the information technology services provider. “Investments being made in those geographies will start showing results two to three years from now,” said the company’s chief executive, Francisco D’Souza. While competitors have made strides in galloping economies like China and India, Cognizant lags far behind with only 1.5 percent of its revenue coming from Asia.

As U.S. Economy Chills, Cognizant Looks to the East

Despite progress made against key warranty chain improvement initiatives, service and warranty management executives still wrestle with post-sale customer satisfaction issues and escalating warranty costs. These executives are revising business processes and adopting technology solutions to better manage warranty workflow, enhance claims administration, reduce costs and implement a closed-loop analytic-driven warranty chain, according to the results of a survey Aberdeen conducted in May with 170 service and warranty organizations.

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Creating a Stronger Customer Link

Enterprises have long sought ways to add real-time communications to business applications to improve customer interactions, streamline workflows, more quickly respond to critical events and more efficiently execute time-sensitive transactions. Integrating interactive communications with software applications and business processes, however, has proven difficult, costly and time-consuming. Traditional computer telephony application programming interfaces, such as TAPI and JTAPI, feature low-level, vendor-specific interfaces that can make programming slow and expensive.

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Shoring Up Customer Communications With BCPs