Business Challenge Archives

The Customer Relationship Management Forecast for 2006

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Buyers will want to mine their data differently next year. And suppliers are developing consulting practices to help all customers, not just outsourcing buyers, do just that. Here's what's happening in CRM outsourcing.

Top ITO Trends for 2006

Outsourcing Center, Kathleen Goolsby, Senior Writer

A new buzz surrounds IT outsourcing. Buyers are taking a new tactical approach to ITO. They want technical innovation, worry about security, and are embracing multisourcing. Read what the experts think will happen in 2006.

VoIP Security: Protecting Voice Traffic From Prying Ears

Eric Schoeniger, Business Writer

A growing number of businesses are now using VoIP (voice over Internet protocol) to route voice traffic over their computer networks. So how do you keep malicious hackers from listening to your calls? Outsourcing can help.

Ukraine: Will the Orange Revolution Boost the IT Outsourcing Industry?

Ulad Radkevitch

Ukrainian IT suppliers signed new deals in 2005. Will the Ukraine turn into an Eastern European outsourcing hot spot?

ASP Makes Customer Service Self-Service

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

ATI manufactures 400 cards for video games. Dissatisfaction with multiple suppliers led it to select a single source solution. ASP Parature improved customer satisfaction and decreased incoming call volume by 80 percent through its self-service options.

American Ref-Fuel Outsources Its IT to Multiple Suppliers to Generate Business Benefits

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

American Ref-fuel turns garbage into electricity. It outsources everything else. Here's how the company's various IT suppliers work with each other to service the energy company. The result: the company that turns waste into energy doesn't waste energy.

Tales from the Front: Sunoco’s Tim Murtha Publishes New Guidebook On IT Multi-Sourcing

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

When Sunoco decided to transform its IT infrastructure, it performed 90 percent of its IT services in-house. After an honest assessment of its deficiencies, the refiner decided to outsource 90 percent of its infrastructure to multiple suppliers. The key to

Can Organized Labor Vote Yes on Outsourcing?

Eric Schoeniger, Business Writer

Outsourcing is sometimes a four-letter word in unionized industries. Yet for many utilities, strategic outsourcing can result in a clear competitive advantage that benefits management and labor alike.

A Rapidly Growing Health Plan Turns To Outsourcing to Handle the Growth

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

The Community Health Plan of Washington had an enviable problem: its growth rate topped 300 percent a year. It needed a supplier who could handle that growth. Adaptis, with offices in the US and India, was just what the doctor

A New Metric Compares Suppliers; Currently the Indians Are Winning

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

A new research study by Katzenbach Partners says the traditional American and European suppliers are no longer the safe bet for buyers looking to outsource their information technology. The study says the Indian suppliers, who have excess cash thanks to

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