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October 13, 2012

TMCnet Business Process Outsourcing Week in Review

By Rachel Ramsey, TMCnet Web Editor

Business process outsourcing has become one of the top ways for businesses to stay competitive. It is the process of hiring another company to handle business activities for you, and offers many benefits that companies around the world are taking note of. Here are the top business process outsourcing stories from this week.


This was a big week in headlines for Alorica, which recently earned a spot on InformationWeek’s 500 List of Top Technology Innovators across the U.S. Alorica provides total customer management solutions across all service channels, including sales, customer care and support, logistics and fulfillment. The company’s headquarters was also abuzz with excitement as it moved from Chino, Calif. to Irvine, Calif. in a new center that will continue to support nearly 20,000 field employees in 40 global locations.

The new office space and associated amenities are necessary to accommodate the company's growth and to better serve new employees, customers and partners. A LEED-certified building, the new facility is in a bustling business park situated within minutes of Orange (News - Alert) County's John Wayne Airport, offering easy and convenient access.

Serving some of the most prominent brands in the U.S., Alorica delivers consistent superior customer service across multiple channels and languages. Its customer experience management solutions include customer care, revenue generation solutions and technical support. Alorica’s technical support solutions give clients the freedom to focus on their core business while providing customers with a high-quality, low-frustration support experience. The business process outsourcing solutions provider offers Tier 1, 2 and 3 technical support through inbound calls, e-mails and live chat.

Also this week, Appian has been positioned in the Leader quadrant in the 2012 Magic Quadrant for Intelligent Business Process Management Suites by Gartner (News - Alert) for its business process management (BPM) software. The Appian BPM Software Suite is a simple way to enhance process management and improve various business processes. Available through web and mobile interfaces, it enables participation of employees, customers and systems in the core business processes of the company.

Basware and Certipost, a part of the bpost Group, recently announced that they have signed a purchase contract, wherein Certipost’s network and e-Invoicing divisions will be taken over by Basware. Basware aims to capture the e-Invoicing market in the Benelux as Certipost is a major e-Invoice operator in the Benelux. As a part of the acquisition, the Certipost document exchange company will be merged with the Basware global enterprise. As a result, an additional 12 million transactions are expected to be included in Basware’s global Open Network.

In other news, Connectyx has secured its first business process outsourcing contract. According to the terms of the contract, the company will partner with an offshore call center to screen diabetic patient leads. The contract is estimated to bring in approximately $65,000 monthly revenue at 1.5 sales per hour (SPR). The client will further enhance the contract when at least 1.5 sales per hour (SPR).

For CallCenterTeam.com, the company is teaming up with Connectyx for the first time and the company expects to use its BPO relationships fully in this contract. The company believes that the total projected revenue in this contract will be a minimum of $3 million in 2013 for Connectyx.

Stay tuned each week to the business process outsourcing community for the latest in industry news, trends and resources!





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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.

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