Welcome!

News Feed Item

Outsourcing is Being Transformed by the Digital Revolution

HAMPSHIRE, United Kingdom, March 28, 2014 /PRNewswire-iReach/ -- New relationships and new commercial models are essential says Serco and Ember's latest though leadership whitepaper.

(Photo: http://photos.prnewswire.com/prnh/20140328/MN92215)

Just as the digital revolution continues to change the ground rules in customer engagement, it is also changing the shape and scope of customer management outsourcing. This is the key finding in a new Serco and Ember Services whitepaper which suggests a seismic shift is taking place in the perception of what outsourcing can deliver, how it needs to be contracted and how it should be assessed.

"I would go as far to say that any outsourcing decision made over two years ago is likely to be redundant and should be re-assessed in light of the Digital Revolution," says Mike Havard, Director of Ember Services, at the launch of the 'Outsourcing: Transformed by the Digital Revolution' whitepaper.

The whitepaper highlights the evolving expectations of today's customers who choose to interact across multiple channels and expect their needs to be met at every touch point. And it demonstrates how such demands are creating new outsourcing relationships based on the behavioral shift required to accelerate the adoption and growth of new digital channels.

"Outsourced Service Providers with the capability and experience for truly transforming processes to deliver real change are setting the markers," comments Keith White, Service Solutions Delivery Director at Serco. "Those who can provide reassurance when driving the adoption of digital channels alongside customer-based efficiencies are leading the move towards more compelling outcome-based commercial models - where a client is optimising the potential for service transformation and the outsourcer is incentivized to deliver it."

"The Digital Revolution is not a one-off event," continues Mike Havard. "It is, by its very nature, a dynamic and ongoing experience - and the goalposts are always on the move. It is in this context that the outsourcing world is being turned on its head, as target outcomes are driven by agility, the ability to invest in new technologies and new approaches to customer engagement - and, of course, the sharing of risks."

The 'Outsourcing: Transformed by the Digital Revolution' whitepaper was presented to industry analysts and advisers at a special event at The National Theatre on 26 March and is available HERE.

Ends

For more information, please contact:
Serco:
Christie Cox, Director of Communications
Tel: (701) 429-8816
Email: [email protected]

Ember:
Annie Garthwaite
Phone: +44 (0)1746 764909
Email: [email protected]

About Serco

Serco is an international service company, which combines commercial know-how with a deep public service ethos.

Around the world, we improve essential services by managing people, processes, technology and assets more effectively. We advise policy makers, design innovative solutions, integrate systems and - most of all - deliver to the public.

Serco's BPO business offers transformational customer management solutions to meet the requirements of today's multi-channel service environments. Over 60,000 employees are engaged with its customers' customers, holding over 90 million interactions in 40 languages every year around the globe. Serco's international delivery platform is based in 13 countries and 100 locations across the world and enables it to offer total flexibility in location, delivery and technology.

As a dynamic global service organization, our people have the expertise and intimate knowledge of our customers' markets as well as best practice processes and technologies to exceed expectations. We have the vision, agility and determination to deliver cutting-edge business process solutions and set ever-higher standards in the markets we serve.

More information can be found at www.sercoglobal.us

Follow us on Twitter:[email protected], or search #sgsinsight

About Ember

Ember is a customer management consultancy that knows how to secure value for its clients. As part of our wider customer management strategy and operations consulting, our outsourcing engagement services will design and cost the optimum outsourcing model for you, identify and engage with the best delivery partner for your organization and help you with effective governance or mediation of your partner relations. This is about enabling you to transform your balance sheet, drive your customer engagement and the resulting P&L performance as well as effectively managing the business risks of such change.

Media Contact: Christie Cox, Serco, 701-429-8816, [email protected] 

News distributed by PR Newswire iReach: https://ireach.prnewswire.com

SOURCE Serco

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
"We build IoT infrastructure products - when you have to integrate different devices, different systems and cloud you have to build an application to do that but we eliminate the need to build an application. Our products can integrate any device, any system, any cloud regardless of protocol," explained Peter Jung, Chief Product Officer at Pulzze Systems, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Much of the value of DevOps comes from a (renewed) focus on measurement, sharing, and continuous feedback loops. In increasingly complex DevOps workflows and environments, and especially in larger, regulated, or more crystallized organizations, these core concepts become even more critical. In his session at @DevOpsSummit at 18th Cloud Expo, Andi Mann, Chief Technology Advocate at Splunk, showed how, by focusing on 'metrics that matter,' you can provide objective, transparent, and meaningful f...
"We are the public cloud providers. We are currently providing 50% of the resources they need for doing e-commerce business in China and we are hosting about 60% of mobile gaming in China," explained Yi Zheng, CPO and VP of Engineering at CDS Global Cloud, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Data is the fuel that drives the machine learning algorithmic engines and ultimately provides the business value. In his session at 20th Cloud Expo, Ed Featherston, director/senior enterprise architect at Collaborative Consulting, will discuss the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
Between 2005 and 2020, data volumes will grow by a factor of 300 – enough data to stack CDs from the earth to the moon 162 times. This has come to be known as the ‘big data’ phenomenon. Unfortunately, traditional approaches to handling, storing and analyzing data aren’t adequate at this scale: they’re too costly, slow and physically cumbersome to keep up. Fortunately, in response a new breed of technology has emerged that is cheaper, faster and more scalable. Yet, in meeting these new needs they...
20th Cloud Expo, taking place June 6-8, 2017, at the Javits Center in New York City, NY, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy.
"Once customers get a year into their IoT deployments, they start to realize that they may have been shortsighted in the ways they built out their deployment and the key thing I see a lot of people looking at is - how can I take equipment data, pull it back in an IoT solution and show it in a dashboard," stated Dave McCarthy, Director of Products at Bsquare Corporation, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
@DevOpsSummit taking place June 6-8, 2017 at Javits Center, New York City, is co-located with the 20th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. @DevOpsSummit at Cloud Expo New York Call for Papers is now open.
"We are an all-flash array storage provider but our focus has been on VM-aware storage specifically for virtualized applications," stated Dhiraj Sehgal of Tintri in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
IoT is rapidly changing the way enterprises are using data to improve business decision-making. In order to derive business value, organizations must unlock insights from the data gathered and then act on these. In their session at @ThingsExpo, Eric Hoffman, Vice President at EastBanc Technologies, and Peter Shashkin, Head of Development Department at EastBanc Technologies, discussed how one organization leveraged IoT, cloud technology and data analysis to improve customer experiences and effici...
Fact is, enterprises have significant legacy voice infrastructure that’s costly to replace with pure IP solutions. How can we bring this analog infrastructure into our shiny new cloud applications? There are proven methods to bind both legacy voice applications and traditional PSTN audio into cloud-based applications and services at a carrier scale. Some of the most successful implementations leverage WebRTC, WebSockets, SIP and other open source technologies. In his session at @ThingsExpo, Da...
The cloud competition for database hosts is fierce. How do you evaluate a cloud provider for your database platform? In his session at 18th Cloud Expo, Chris Presley, a Solutions Architect at Pythian, gave users a checklist of considerations when choosing a provider. Chris Presley is a Solutions Architect at Pythian. He loves order – making him a premier Microsoft SQL Server expert. Not only has he programmed and administered SQL Server, but he has also shared his expertise and passion with b...
"IoT is going to be a huge industry with a lot of value for end users, for industries, for consumers, for manufacturers. How can we use cloud to effectively manage IoT applications," stated Ian Khan, Innovation & Marketing Manager at Solgeniakhela, in this SYS-CON.tv interview at @ThingsExpo, held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA.
As data explodes in quantity, importance and from new sources, the need for managing and protecting data residing across physical, virtual, and cloud environments grow with it. Managing data includes protecting it, indexing and classifying it for true, long-term management, compliance and E-Discovery. Commvault can ensure this with a single pane of glass solution – whether in a private cloud, a Service Provider delivered public cloud or a hybrid cloud environment – across the heterogeneous enter...
Without a clear strategy for cost control and an architecture designed with cloud services in mind, costs and operational performance can quickly get out of control. To avoid multiple architectural redesigns requires extensive thought and planning. Boundary (now part of BMC) launched a new public-facing multi-tenant high resolution monitoring service on Amazon AWS two years ago, facing challenges and learning best practices in the early days of the new service. In his session at 19th Cloud Exp...