vCustomer Corporation
27 Apr 2008 | Print
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vCustomer Corporation is a leading provider of cost-effective customer care solutions. We leverage the right blend of innovative technology, business analytics and industry expertise to consistently deliver customized, high quality, cost-saving contact center services. vCustomer helps clients reduce operating costs and improve quality levels by deploying self-service options and automation to optimize customer care.
Incorporated in 1999 and privately held, vCustomer is headquartered in Kirkland, Washington and employs more than 3,500 professionals globally.
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Effective pricing and discounting strategies are one of the key reasons why some technology professional service organizations succeed and others fail. According to the “The New Professional Service Maturity Model” benchmark report just completed by Adexta and SPI Research,
Unlike a BPO where you need to “sweat the assets” a smart KPO needs to work at both. This is what will drive sustainability, client advantage, people empowerment and make the KPO industry really a force to reckon with…
ITIL v3’s business service management approach makes it the best fit for adoption by private equity (PE) firm for deploying in their portfolio companies in order to enhance the value of their portfolio.
The commanders of India’s software service companies came together in the financial capital ‘Mumbai’ last week to celebrate, and take stock of what lies ahead. The industry is already under a cloud because of fears of strengthening rupee and the possibility of a U.S. recession.
Over the course of the last couple of years leading law firms have begun to wake up to the reality that we live and operate in a global marketplace. Technology enables an increasing array of legal support services and higher value legal work to be outsourced offshore. The legal profession is now starting to take advantage of the labor arbitrage that has been exploited by other industries for well over a decade.
SaaS (Software as a Service) or On-Demand application delivery as a disruptive delivery model is challenging traditional Enterprise applications. Adoption rate is the fastest in the SME (Small and Medium Enterprises) space. But, large multinational organizations are slow to embrace the on-demand delivery model.
Mike Vizard, Editorial Director for Ziff-Davis Enterprise makes a poignant remark about the importance of diversity in the IT department in his blog “Diversity in IT Has Become a Business Imperative”. I agree with his view that “the great issue of the day in technology is not the technology but rather the people within the IT department itself”.
Fractal is a leading provider of advanced analytics services with more than 40 clients in 15 countries. The company helps retail financial; banking and telecommunication institutions take data based decisions that enhance the effectiveness of their marketing and risk management programs.
What next in offshoring? Different folks will give different responses - Analytics, KPO, CRO, Moving up value chain, Product Development, Engineering Services, Consulting, Higher domain knowledge, Channel Development etc . This is like few blind men trying to describe an elephant. All are probably right in their own way but all are missing the big picture. This big picture in my opinion is offshoring for growth and innovation…
C Mahalingam (Mali) has more than 23 years of experience in the field of Human Resources and has held senior executive positions with leading organizations. Prior to joining Symphony Services, Mali led HR for the India operations of IBM and Hewlett-Packard as well as Philips Software Center.![Strategy 5[1]](http://thinkingstreet.com/business/wp-content/uploads/strategy_5[1].jpg)
Sandeep Kaujalgi
