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September 22, 2012

TMCnet Business Process Outsourcing Week in Review

By Rachel Ramsey, TMCnet Web Editor

There’s more to business process outsourcing than just delegating certain tasks to an outsourcing company. Companies like Alorica offer business process outsourcing solutions that span both the business-to-consumer (B2C) and business-to-business (B2B) sectors and help with customer experience management, supply chain management, hosted solutions and social customer relationship management. As more and more companies are realizing these benefits of outsourcing their business, the more news we see. Here are the top stories this week.


To start the week off, Netuitive announced the general availability of the industry’s first “Open” analytics platform, Netuitive 6.0. The platform equips modern businesses to meet APM (News - Alert)-generated big data issues head-on, and deliver measurable business value by correlating and extracting value from vast and unmanageable volumes of data collected from a variety of specialized monitoring tools across silos and domains in real time through the use of industry-leading analytics.

With all the news about “re-shoring” or “insourcing” in the call center industry – reports of companies bringing call center jobs back to the U.S. from foreign shores – you’d think a popular call center outsourcing destination like the Philippines might be feeling the pain. You’d probably be wrong. In fact, call center business is booming in the Philippines. The Philippines expects to boost its revenue from call centers to nearly $15 billion by 2016, sustaining its three-year lead over its closest rival India, said Filipino call center industry leaders.

TantaComm (News - Alert), a provider of quality management solutions for BPOs, has launched its production implementation of virtualized infrastructure utilized to support its solutions platform. Virtualization provides added flexibility to customers with the implementation of the TantaComm IQ product suite, which consists of Capture, Protect, Evaluate and Centralize. TantaComm has made an effort to help customers minimize their physical footprint and pool their infrastructure resources. The solution also promises to get customers up and running quickly and efficiently and use their existing infrastructure to further reduce cost.

The Norwegian smartphone app, HSEQ, recently released by Mellora, is now being used in a number of countries including the U.S., South Korea, the Netherlands, Saudi Arabia and Norway. The app is being used by various organizations to report incidents and improvement processes within the health, safety and quality (HSEQ) sectors. Employees working in these sectors are using the app to enhance the work processes and products of their companies.

Also this week, Alorica hosted a webinar, “7 Steps to Creating a Powerful Teleprospecting Engine.” The webinar featured speakers from SiriusDecisions and explored how putting actionable strategies in place will convert teleprospecting from a tactical afterthought to a strategic asset. If you missed the presentation, the podcast is available for listening now. Click here to listen to the podcast!

Stay tuned to the business process outsourcing community each week for the latest industry news, updates and resources.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.





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About Alorica

Alorica is a leading Business Process Outsourcing Provider of customer management solutions spanning the entire customer lifecycle. From customer acquisition and sales, customer care and support, supply chain and fulfillment, to social CRM and mobile, Alorica offers a seamless customer experience across all service channels. Alorica's award-winning Business Process Outsourcing services span both the Business-to-Consumer (B2C) and Business-to-Business (B2B) sectors across all industries for Fortune 1000 companies. Headquartered in Irvine, California with over 20,000 employees in over 40 domestic, near-shore, and offshore customer management centers, Alorica believes in creating opportunities for its clients, people, and in its communities. For more information, please visit www.alorica.com.

Featured Awards & Recognition

    With a long history of providing outstanding results for our teleservices clients, Alorica has been honored with numerous awards and recognition. We are proud to share some of our most recent accolades with you.