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LONDON 23 August 2018 – NewVoiceMedia, a leading global provider of cloud contact centre and inside sales solutions, today announced that roadside assistance company Allied Dispatch Solutions, LLC (ADS) has observed “significant increases” in productivity since implementing the NVM Platform in 2017. ADS also reports optimised data management, reliability, and customer experiences in its contact centres.
Headquartered in Johnson City, Tennessee, with a subsidiary located in London, Ontario, ADS provides roadside assistance and customised call centre solutions for its various clients throughout the United States and Canada. These clients consist of original equipment manufacturers, wireless carriers, insurance companies, financial institutions, retail networks, and automobile dealerships. Operating 24 hours a day, seven days a week, 365 days a year, Allied’s Customer Solutions Specialists field calls from their clients’ members and must be able to quickly and accurately dispatch services from a network of 30,000 providers, addressing issues such as flat tires and disabled, malfunctioning vehicles.
NewVoiceMedia’s telephony infrastructure and skills-based call routing has enabled ADS to improve call quality and ease of use for the CSS team, promoting a more efficient contact centre environment. NVM’s integration with Salesforce Service Cloud provides the business with improved access to real-time call data ensuring the contact centre’s management team can appropriately staff and prepare for every dispatch call. With the ability to access data from a single integrated system, ADS can identify, anticipate and act upon trends and improve the coaching of best practices. ADS’ clients receive consistent, customized, and meaningful reports quickly and on demand.
“The voice channel remains a vital part of roadside assistance, and we are tasked around the clock to be there when people need us the most”, says Anthony Royer, President and CEO of ADS. “NewVoiceMedia took the time to really understand what we do and provide a solution that allows us to deliver on that promise, and to measure and communicate our success to clients with confidence”.
Chris Haggis, SVP of Customer Success at NewVoiceMedia, adds, “We are delighted that ADS has experienced such incredible success with the NVM platform, as our Salesforce integration makes it easier for their business to track the data that will continue to drive results and customer experience. Our true cloud delivery will also allow ADS to scale and adapt as their business expands and the roadside assistance industry evolves”.
The local call centre industry is booming! According to industry standards, its growth over the past four years is at twice the global growth rate and increasing three times faster than past industry leaders, India and the Philippines. So, what are the main factors that are enticing offshore business owners to establish operations in South Africa?
The Quest for Superior Agents
According to South Africa’s specialist offshore investment agency and networking body for the BPO industry (BPESA), international outsourcing to SA is strongly driven by an abundant pool of educated, low-cost, multi-lingual agents. Their good quality English speaking skills, neutral accents and high empathy level gives local agents the upper hand. Plus, their cultural affinity (with the UK, Australia and increasingly, the US) also puts them at a natural advantage. Other appealing factors include the high skill level and committed work ethic of South Africans.
It also really benefits that local Government supports the BPO industry by being invested in learnership programmes, training and incentives. The result of which is breeding a culture of performance – where agents are driven to hit targets.
Round-the-Clock Business Hours
Europe certainly favours SA for their time zone compatibility. But with the capacity for round-the-clock quality service at significantly reduced costs, local call centres now appeal to all parts of the world, across multiple time zones! In fact, both large and small offshore clients are grabbing the golden opportunity of utilising South African contact centres in their night or ‘down time’ to service their client base.
First World Infrastructure
As ‘The Gateway to Africa’, South Africa’s telecommunications infrastructure is considered to be the best on the continent with a network that is 99.9% digital and includes the latest in fixed-line, wireless and satellite communication. The BPO industry is also moving swiftly towards delivery of high-tech digital services that offers clients a multi-channel customer experience, backed by advanced customer analytics and extensive back office fulfilment. In other words, offshore investors can be assured that they receive ‘the full package’ when it comes local call centre servicing.
Get Bang for Your Buck
Research conducted by BPESA reveals that the cost of operations in SA are at least 50-60% lower than those in England and Australia for both voice and non-voice work, making it all the more attractive for companies to establish their outreach from SA.
Setting a Worldwide Trend
The global BPO reach follows on from giant trendsetting companies the likes of Shell, Barclays, Lufthansa and Teletech, all of whom have call centre operations in South Africa. And so, with the rich landscape for BPO investor’s expanding, SA continues to advance in attracting offshore investors.
Chennai, 21 August 2018: FSS, a leader in payments technology and transaction processing, launched its Unified Payment Interface (UPI) 2.0 platform for banks and payment service providers (PSPs). FSS UPI is certified by NPCI, ensuring the solution is compliant, and up-to-date with UPI 2.0 specifications. A trusted provider of UPI solutions to 15+ banks. FSS expects its transaction volumes to double, propelled by strong adoption among merchants and corporates.
UPI provides simple, secure, cost-efficient payment rails for real-time person-to-person and person-to merchant transactions and has recorded exponential growth in the last 12 months. FSS UPI 2.0 will help banks and PSPs capitalize on this growth and fuel rapid expansion of the payment ecosystems. The key UPI 2.0 features include:
• Linking overdraft accounts to UPI
• Creating one-time mandates, enabling customers schedule payments
• Sending digital invoices to the payer’s inbox to establish transaction authenticity
• Embedding signature in the QR code for reduced fraud exposure
In particular, banks can leverage UPI and tap into the untapped corporate payments market segment. In addition to standard disbursal and collect payments, mash-up APIs can help banks to extend a host of innovative, relevant services to corporates. For example, businesses could send a pre-authorized payment request to suppliers, with a forward-dated invoice combined with an ability to block funds for certain transactions. Likewise, linking UPI to overdraft accounts instead of regular bank accounts would help corporates meet working capital needs.
For the retail segment, FSS UPI 2.0, in addition to standard services, offers innovative services including Chat and Pay, Loyalty and Rewards and Risk Management-as-a-Service to drive rich, contextual and secure transaction experiences. Chat and Pay provides ease of use by enabling customers interact with a chatbot to conduct transactions. Loyalty and Rewards enable PSPs to apply contextual transactional data and drive customer engagement. Using FSS UPI, banks can also offer added value services such as risk exposure score to customers and merchants to provide added security against data breaches.
Commenting on the launch, Suresh Rajagopalan, President Software Products, FSS, said; “UPI has emerged as India’s Universally Popular Payment Interface. FSS UPI 2.0 opens new opportunities for banks and PSPs to collaborate with Fintech players, merchants and corporates and firm their position in the fast-evolving digital payments segment. FSS is a trusted UPI partner and we are working closely with banks and PSPs to launch innovative overlay services to monetize UPI rails.”
FSS UPI provides the flexibility to issue and manage the complete lifecycle of virtual payment addresses linked to bank accounts as well as routing transactions to the Central Layer (NPCI). Additionally, banks and PSPs can layer additional services to acquire more transactions and deliver higher customer value. Designed to provide omni-channel support, FSS UPI accepts and authorizes payment initiated from multiple channels - mobile, POS, and online - for onward processing by the Central Layer (NPCI). The solution is benchmarked to process 6,600 transactions per second and provides four nines availability to customers.
FSS offers UPI services on a turnkey managed services model. This includes Software-as-a-Service as well as testing, certification, security and regulatory compliance, relieving PSPs of the need to invest and maintain in-house systems as well as the complexity of managing services on their own.
LONDON, Aug. 21, 2018 /PRNewswire/ -- Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm, today announced the Crown Commercial Service (CCS) has awarded ISG a place on the UK Government's latest G-Cloud framework, G-Cloud 10.
The award gives UK public sector organizations, including central government, local councils, NHS trusts and other bodies, access to ISG's market-leading cloud advisory services, which can be procured through a centralized website. ISG last year was awarded a place on the CCS G-Cloud 9 framework, the predecessor to G-Cloud 10, as well as a place on the CCS Digital Outcomes Specialist Supplier (DOS2) framework, to help UK public sector organization design, build and deliver digital programs. Earlier this year, the CCS also awarded ISG a place on its Spend Analysis and Recovery Services (SARS) II framework, to provide telecommunications spend recovery services to the UK public sector.
G-Cloud 10 incorporates some 25,000 cloud services categorized into three lots: cloud hosting, cloud software and cloud support. The award to ISG will enable UK public sector organizations to quickly and cost-effectively leverage the firm's extensive expertise in the following areas:
• Cloud Research and Advisory Services
• Cloud Network and Software Advisory Services
• Robotic Process Automation
• Cloud Sourcing
• Cloud Managed Services
• Cloud Digital Strategy and Solutions
• Cloud Data and Analytics
Phil Millward, ISG partner specializing in the UK public sector, said: "We are delighted to have been awarded a place on the G-Cloud 10 framework for cloud support. Our selection on this highly competitive framework is a testament to the experience ISG has in providing expert and reliable advice to its clients on integrating cloud-based technologies into their operations.
"Having recently been awarded a place on the UK government's SARS II framework and as a chosen supplier on other government frameworks, including Digital Outcomes and Specialists, being selected as a G-Cloud 10 supplier further demonstrates ISG's commitment to assist organizations across the UK public sector. We are keen to build on our excellent track record with government organizations and look forward to helping them deploy cloud services to cut costs and improve efficiency for UK taxpayers.''
LONDON, August 17, 2018 ― Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm, today announced it is expanding its ISG Provider Lens™ research coverage to the UK, with a report evaluating providers offering infrastructure, data center and private cloud services in this market.
The ISG Provider Lens Infrastructure and Data Center/Private Cloud Quadrant Report evaluates 45 providers serving the UK market across five quadrants: Managed Services and Transformation – Midmarket; Managed Services and Transformation – Large Accounts; Managed Hosting – Midmarket; Managed Hosting – Large Accounts, and Colocation.
The ISG research found enterprise demand in the UK for managed services and transformation offerings has increased dramatically in the last year, with many providers achieving double-digit growth. Much of that growth can be attributed to the rise in digital services, and the corresponding use of hybrid models, in which on-premises, private and public cloud are united and operating on a single, integrated platform.
The business itself, rather than IT, is the big consumer of managed services. Business leaders expect flexible, scalable services that can be deployed in the shortest amount of time possible. Numerous providers are specializing in and are prepared to meet these requirements, with many also offering backup, network, and software-defined data center (SDDC) services, ISG has found. Security also is a major consideration for enterprise buyers, even more so following the enactment of the EU’s General Data Protection Regulation (GDPR) in May.
Managed hosting is a mature market in the UK, one that is increasingly being expanded to include cloud-based solutions and applications support, ISG found. Combining traditional and cloud services results in faster provisioning of additional services, more self-service options and flexible billing models, such as usage-based pricing. With the UK’s upcoming withdrawal from the EU, providers in this space, like those in managed services, must ensure that GDPR and other EU compliance requirements are strictly adhered to.
ISG also has found that interest in colocation services has risen sharply in recent years and should continue to grow. Colocation providers, particularly those servicing the financial center in London, are responding to the increased demand by expanding their infrastructure facilities and adding new services, such as staff augmentation. Connectivity services also are being enhanced to create faster links to internet exchange nodes and hyperscale public cloud providers. ISG noted that colocation providers are offering their facilities to cloud service providers, in addition to enterprises wishing to relocate their on-premises infrastructure.
“The managed services market in the UK has increased significantly, fueled by the dramatic growth in cloud-based services,” said Barry Matthews, partner and head of ISG UK and Ireland. “Large enterprises will continue to outsource more of their mission-critical IT, and the explosion of digital services will only increase this demand. Midmarket buyers, too, are more open to cloud solutions. Providers are responding by expanding their offerings to include hybrid infrastructure hosting, hyperscale solutions, data security, storage, networking and software environment support.”
In its report, ISG named BT, Fujitsu and T-Systems as leaders in the Managed Services and Transformation – Midmarket quadrant; Atos, BT, Capgemini, Computacenter, DXC Technology, HCL, IBM and TCS as leaders in the Managed Services and Transformation – Large Accounts quadrant; Atos Canopy, BT, Claranet, Fujitsu, Rackspace and T-Systems as leaders in the Managed Hosting – Midmarket quadrant; Atos Canopy, BT, Capgemini, DXC Technology and IBM as leaders in the Managed Hosting – Large Accounts quadrant, and BT, Digital Realty, Equinix, Global Switch, Interxion and Telehouse as leaders in the Colocation quadrant. BT was the only provider to be named a leader across all five quadrants.
CHISWICK, LONDON, Aug. 10, 2018 -- Hinduja Global Solutions Ltd. (HGS) (listed on BSE & NSE in India), has announced that its subsidiary Hinduja Global Solutions UK Ltd has been awarded a new 2-year contract from the Crown Commercial Government Contact Centre Framework for the Money Advice Service.
The Money Advice Service is a UK-wide, independent service set up to improve people's ability to manage their financial affairs. HGS will be providing the public with free and impartial money guidance by phone, email and webchat through a new Customer Advisor team in Selkirk, which went live on Wednesday 1st August.
"We are delighted to enter into this new partnership with Money Advice Service, which provides support to so many people who need it," said Adam Foster, CEO HGS Europe. "We have created a service which will continue to evolve, improving the quality of and people's access to impartial money advice. We are committed to working with the Money Advice Service to deliver intelligent new ways to innovate and make the service accessible to everyone who needs it, when and where they need support."
John-Penberthy Smith, Customer Director at the Money Advice Service said:
"We're pleased to be working with our partner HGS to provide free and impartial money guidance through our new Contact Centre in Selkirk. We have a great Customer Advisor Team ready to support the thousands of people who come to us each week seeking help on how to manage their money. Last year, our call centre delivered money guidance to over two hundred thousand people and we're delighted to be taking this work forward with our new partners."
HGS is hiring 33 advisors in its location in Selkirk. Interested individuals, with a strong desire to engage with people and help make a difference, should apply to email@example.com.
About Hinduja Global Solutions (HGS):
A global leader in business process management (BPM) and optimising the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centres and HRO solutions to deliver transformational impact to clients. Part of the multi-billion dollar conglomerate Hinduja Group, HGS takes a true "globally local" approach, with over 44,265 employees across 70 delivery centers in seven countries making a difference to some of the world's leading brands across nine key verticals. For the year ended 31st March 2018, HGS had revenues of US$ 597 million.
Paris, July 23, 2018 — Devoteam (Euronext Paris: DVT) today announced that it has received a 2018 Google Cloud EMEA Services Partner of the Year award. This year’s award was presented at the Google Cloud Next Partner Summit, an event in San Francisco that showcases Google Cloud partners spanning G Suite, GCP, Maps, Devices, and Education.
Devoteam was recognized for the company’s achievements in the Google Cloud ecosystem, helping joint customers make their digital transformation onto the cloud and make their workplaces truly digital.
“This is a great achievement and source of pride for us. Since 2009, we have grown and developed a partnership with Google Cloud that has become key in our capacity to accelerate the transformation of our clients. With Google Cloud we change the way employees work and collaborate, we make IT agile and we boost business with smart data. I believe we are only at the beginning and that we will keep on scaling strongly together”, says Sébastien Chevrel, COO of Devoteam.
“Our partners are fundamental to providing a great product to customers, particularly as demand for Google Cloud innovations grows,” said Sébastien Marotte, Vice President of the EMEA Region, Google Cloud. “We’re delighted to recognize Devoteam as the 2018 Google Cloud EMEA Partner of the Year based on the company’s dedication to helping Google Cloud customers in EMEA achieve success across services.”
At Devoteam, we deliver innovative technology consulting for business.
As a pure player for Digital Transformation of large organisations across EMEA, our 5,500+ professionals are dedicated to ensuring our clients win their digital battles. With a unique transformation DNA, we connect business and technology.
Present in 17 countries in Europe and the Middle East, and drawing on more than 20 years of experience, we shape Technology for People, so it creates value for our clients, for our partners and for our employees.
Devoteam will achieve yearly revenues of €650 million in 2018. At Devoteam, we are Digital Transformakers.
2 August 2018
Over half of UK businesses believe Brexit will trigger a drop in revenue in 2019 according to new research by MHR Analytics, the specialist provider of business intelligence and analytics solutions.
The findings are contained in a new report published today entitled ‘Business Insight: The Data Surge’ which contains detailed polling of 200 senior decision-makers in large and medium sized UK businesses about their investment plans.
When asked which factor was most likely to trigger a drop in revenue for 2019, the majority believed it would be Brexit at 57 per cent, followed by reduced customer spending at 22 per cent. Interestingly, 10 per cent of those polled thought the recently implemented General Data Protection Regulation (GDPR) would have an impact on revenue. Only seven per cent of respondents said no factor would trigger a drop in revenue.
The survey found that businesses were boosting investment in key areas to tackle the revenue drop, with IT coming top by a significant margin, suggesting tech spend is of huge importance to companies. 59 per cent of businesses will increase spend on IT in 2019, 48 per cent believe marketing will also see an increase and 46 per cent are planning to boost investment in sales.
When asked about the importance of data, 96 per cent of business chiefs said they understood the importance of data for their company’s future. However, one in 10 businesses are yet to implement big data strategies and less than a third regularly conduct big data projects.
Nick Felton, SVP at MHR Analytics comments: “It’s clear that businesses are braced for significant turbulence next year and are planning major investment in key areas to power through an anticipated drop in revenues. Despite these fears, companies are adopting a combative approach to this problem, with departments such as IT, marketing and sales all set for a cash injection.”
“With unpredictable market conditions, data management and analytics are critical for helping organisations deliver significant cost savings by enabling accurate decision-making. Despite a potential revenue dip, companies are still planning major investments, of which data management is a good choice in uncertain times.”
“Nearly three-quarters (72 per cent) of the decision makers we surveyed believe their company’s response to big data has been positive, yet only four per cent recognise that managing big data will lead to less administration. Early analysis of these results suggests that a sharper focus on data management and analytics could be advantageous to companies in this constantly changing economic climate.”
For more information contact MHRAnalytics@centropypr.com or call 0203 959 9121
Public sector outsourcing spend increased sharply in the first six months of 2018 despite a backdrop of Brexit uncertainty, according to the Arvato UK Outsourcing Index.
Overall, £2.61 billion of outsourcing deals were signed between January and June, of which £998 million were government contracts. The total value of public sector spending was up 39 per cent year-on-year, as central departments and councils focused on procuring agreements for IT and technology services.
The research, compiled by business outsourcing partner Arvato and industry analyst NelsonHall, found that IT outsourcing (ITO) contracts accounted for more than three quarters (79 per cent) of public sector spend between January and June, with cloud computing, application management and multi-scope infrastructure the most frequently procured services.
Central departments were the key drivers of government activity over the period, accounting for £921 million of overall public sector spend, up 27 per cent (from £724 million) year-on-year.
Local government buyers were less active in the period, however, with contracts worth £77 million signed between January and June, down from £136 million in H1 2017.
Overall, public sector deal volume increased by almost a fifth year-on-year (19 per cent), according to the research.
The findings show that despite the rise in government spending, the total value of UK contracts signed in H1 2018 (£2.61 billion) fell by a half on the same period last year. The market softening was triggered by a slowdown in the private sector, which saw deals worth £1.61 billion agreed between January and June, down from £4.53 billion in the first half of 2017.
Debra Maxwell, CEO, CRM Solutions UK & Ireland, Arvato, said:
“The public sector market is showing signs of recovery as government organisations take the brakes off the tendering process. More than two thirds (68 per cent) of contracts signed across the sector this year represent new relationships, showing outsourcing remains a key strategy for delivering new technologies, such as cyber security and automation, to drive efficiency and service improvements.
“A subdued private sector comes as no surprise given the lingering uncertainty surrounding the Brexit process and GDPR implementation, which is causing many businesses to pause and review their margins and contingency plans.”
Financial services firms largest spenders in outsourcing market
Businesses across financial services spent more on outsourcing contracts in the first half of 2018 than any other UK sector, with firms agreeing deals worth £933 million.
Despite the overall fall in private sector spending, financial services firms were responsible for the highest proportion of outsourcing procurement in the UK market, representing 36 per cent of total deal value between January and June.
The findings show the total value of Business Process Outsourcing (BPO) contracts signed across all sectors was up 66 per cent year-on-year to £1.48 billion, as organisations partnered with third parties to deliver customer services, HR and payment processing.
Customer services was the most frequently procured BPO service line, with eight deals worth £203 million signed over the period. Three quarters of these contracts involved integrating traditional and digital channels, with half incorporating webchat support.
The Arvato UK Outsourcing Index is compiled by leading BPO and IT outsourcing research and analysis firm NelsonHall, in partnership with Arvato UK. The research is based on an analysis of outsourcing contracts procured in the UK market between January and June 2018.
Chris Sood-Nicholls, managing director and head of global services at Lloyds Bank Commercial Banking, said:
“While events of earlier this year will have made both public and private sector organisations draw breath and review the financial stability of counterparties, these figures show that that process hasn’t prevented central government in particular from committing to new contracts.
“In fact, despite the uncertainty, the economic backdrop is relatively robust and both central government and financial services businesses in particular are knuckling down and getting on with the job in hand.
“The good news is that organisations in a variety of sectors still see outsourcing both as a long-term strategic tool, and as a tactical means of delivering much-needed cost savings. Where that continues, these figures suggest there is little to fear during the second half of this year at least.”
About Arvato UK & Ireland
Arvato is a trusted global business outsourcing partner to the private and public sectors in the UK and Ireland. With more than 50 years of experience in outsourcing, Arvato combines expertise in business process outsourcing (BPO), financial solutions, customer relationship management, supply chain management, and public sector and citizen services to deliver innovative, individual solutions. Arvato has long-term partnerships with some of the most respected companies in the UK and globally, as well as innovative public sector clients. Internationally, Arvato is a leading global BPO provider with over 70,000 people employed across almost 40 countries worldwide. Arvato has annual revenues of €4.8bn contributing over a quarter of the Bertelsmann group annual revenues of over €17.1bn.
For more information, visit: www.arvato.co.uk.
Blockchain has the potential to have a huge impact on procurement and sourcing. Currently, it’s early days, a bit like the initial stages of the dotcom boom – lots of companies are launching and some are failing. Many still associate blockchain exclusively with cryptocurrency, and admittedly there are limited proven use-cases. At a time when so many emerging technologies and practices are vying for attention, it requires a leap of faith to give blockchain focus. How does blockchain compete with AI, RPA, Big Data, virtual assistants and all the other trends that are driving industry transformation?
Here are the three main reasons that I am backing blockchain as the next big disruptor for procurement:
1) It will unlock the next wave of efficiencies
It will unlock the next wave of efficiencies by getting rid of waste and duplication across customers and their supplier ecosystems. The status quo, where customers and suppliers maintain local records of every transaction, means that there is significant duplication where different players process, validate and store information about the same event.
A move to distributed ledger technology such as blockchain allows for a single, immutable, secure record of every transaction to be maintained, eliminating the need for all this local work within the four walls of each enterprise. Maersk and IBM are predicting that their new blockchain platform will save the global shipping industry billions of dollars a year.
2) It will enable greater trust
It will enable greater trust, despite confusingly being called a ‘trustless’ technology. What ‘trustless’ means is that records are maintained across an entire network as opposed to being verified by a single party such as the organisation that initiated the transaction, or a central authority that might be vulnerable to fraud, infiltration or attack.
In addition, once a transaction is added to the blockchain it can never be changed, so this allows for superior auditability and greater confidence. For certain types of product where provenance is important (food, luxury goods and similar) this allows companies to make a better consumer offer. For example, Everledger’s Diamond Time-Lapse product can validate the provenance of diamonds, ensuring that they are real, not stolen and do not come from mines with a poor human rights record.
3) It will automate fulfilment of contractual obligation
It will automate fulfilment of contractual obligation without the need for separate automation technology. ‘Smart contracts’ can be set up so that when conditions are met, payments or other value transfer can happen automatically. For example, discounting structures can be automatically applied without the need for extra administrative work or specialist billing systems.
Managing supply chains in today’s connected environment is extremely complex. Blockchain provides solutions to questions of efficiency, transparency, and security, and has the potential to transform the supply chain and logistics industry. Bring it on.