Outsourcing

Avaya Enterprise Cloud for BPO, developed with Spoken Communications, addresses the digital transformation needs of contact center outsourcers.
Posted February 14, 2017

How to make the build, buy, or outsource decision.
Posted January 17, 2017

Conduent launches as a separate company for customer service and contact center outsourcing.
Posted January 04, 2017

Investments in technology and staffing are centered on the growing customer need for an integrated digital experience, researchers at Everest Group reported.
Posted August 03, 2016

Convergys' acquisition of the largest owner-operated customer management company in Germany expands its European footprint.
Posted July 07, 2016

After the acquisition, Alorica will employ more than 91,000 people in 154 locations spanning 16 countries across five continents.
Posted June 02, 2016

Transcosmos expands its call center business and enhances its mult-language support and back-office functions for e-commerce.
Posted April 28, 2016

Interactions, a provider of speech and natural language technology, and Arise Virtual Solutions, a provider of work-from-home agent business process outsourcing (BPO) services, have partnered to expand the delivery of conversational virtual assistant solutions for customer care.
Posted April 22, 2016

European customers will show greater preference for technology-based services than agent-based services, finds Frost & Sullivan.
Posted December 02, 2015

Technology solutions will drive differentiation and growth for Business Process Outsourcing providers, says Frost & Sullivan.
Posted October 29, 2015

Increased need for cost reduction is one of the major growth drivers.
Posted February 25, 2015

Separately, Five9 releases a standalone TCPA solution to comply with FCC regulations.
Posted October 09, 2014

Argentinean and Chilean markets to see a spurt in demand, while Brazil forecasted to have slower growth.
Posted August 08, 2014

Key verticals driving demand include telcos, financial and insurance.
Posted March 14, 2014

Outsourcers augment value-add technology offerings with analytics, hosted and cloud-based contact center applications.
Posted February 13, 2014

$820 million deal furthers Convergys' global presence in outsourced customer management industry.
Posted January 08, 2014

Professional Services Automation can improve project profitability by providing details about consulting engagements including customer history. Here's how to get customer background and technical details at your fingertips.
Posted November 12, 2013

Frustrated with trying to understand a customer rep in a foreign country? Overloaded with seasonal demand? Companies like XACT Telesolutions are helping to solve these problems and others.
Posted September 24, 2013

Company's technology serves thousands of agents in 30 countries on five continents.
Posted September 20, 2013

Buyers look to service providers for customer retention and growth.
Posted September 06, 2013

Companies collaborate to offer solutions to the insurance industry.
Posted September 05, 2013

SaaS technology provides access to 100,000 call center agents.
Posted August 14, 2013

Customer retention, channel management and customer analytics channels spurs increase in global CCO market.
Posted August 06, 2013

Frost & Sullivan finds that market investments are expected to rise sharply before stabilizing in the long term.
Posted August 05, 2013

In addition to China, the company contracts with clients in the US, Canada, Europe, and Australia.
Posted August 05, 2013

Frost & Sullivan finds that vendors are moving beyond traditional customer service to offer premium and online services.
Posted August 01, 2013

Contact centers likely to adapt their businesses to offer more complex services in a competitive market.
Posted July 18, 2013

Customers willing to pay more for better customer service.
Posted July 18, 2013

Growth spurred by increasing demand in telecommunications, banking and finance sectors.
Posted July 12, 2013

New solution can drive down call volume and reduce handle times.
Posted June 11, 2013

Solution offers real-time online customer engagement to reduce call volume.
Posted June 11, 2013