Nearshore Nexus 2012: Bigger, Bolder and Coming to Broadway
January 11th, 2012The most exclusive outsourcing event of the year comes to New York City, April 19. Buy-side executives (including vendor management, IT, BPO, site selection and software leaders) are invited to attend.
Introducing BPO Outcomes: Delivering an Edge to the Deal-Making Dialogue
December 14th, 2011
Our latest online brand – BPO Outcomes – is up and running and starting to expose some of the more spicier topics underneath the covers of the BPO sector. Chief Editor Dan Berthiaume is setting out, in his scrappy Boston-bred style, to challenge conventional thought and get to bottom – time and again – of what really matters and that of course would be real results and profitable outcomes from your BPO deals. “A lot of publications claim to offer “expert opinions,” but BPO Outcomes has genuinely put together a roster of highly experienced and proven experts,” says Berthiaume.
Economic Turmoil Fuels F&A Outsourcing Resurgence
November 29th, 2011By Dan Berthiaume
The outsourcing of finance and accounting business processes is undergoing a “resurgence” fueled by several global economic and business trends, according to top executives from Capgemini and financial services provider Vengroff, Williams & Associates (VWA). Capgemini recently purchased the order-to-cash business of VWA, and both companies see the merger as a sign of where finance and accounting outsourcing is headed.
Capgemini Expands Core F&A Outsourcing Capability
November 17th, 2011
By Dan Berthiaume
Global consulting firm Capgemini (which maintains an expanding base of operations in Latin America) is boosting its core Finance and Accounting Business Process Outsourcing (BPO) capabilities with the purchase of the order-to-cash (OTC) business of US-based financial outsourcing delivery provider Vengroff, Williams & Associates(VWA). Finance and accounting is the main driver of Capgemini’s BPO business, generating more than 60% of its revenue last year.
The Rules According to Rudderham
October 17th, 2011Capgemini’s Steve Rudderham on why media has to be more proactive telling the real Latin America story.
Price War Looming for Guatemala’s Bilingual BPO Market?
September 30th, 2011By Luke Bujarski
“More English, more English, and more English,” exclaimed VP Kapil Rajvanshi from 24/7 Customer during a presentation at this week’s Global Services Summit in Guatemala City. The market here is indeed showing some concerning signs of overheating, as we quickly discovered during talks with the heads of Guatemala’s six BPO families. While saturation and wage inflation is nothing new in Central America, what has Guatemala’s BPO Commission president Herman Lopez deeply worried is the prospect of a race-to-the-bottom price war between the very people put in charge of coordinating a sustainable strategy for the country’s booming BPO cluster.
At Panama Summit, A Second Look at Buy vs. Build
August 29th, 2011
Shared services showdown: Panama City
By Luke Bujarski
At last week’s IQPC’s Shared Service and Outsourcing Summit in Panama City, Panama, the most popular people at the conference were the corporate buyers weighing in on BPO vs. owned centers and whether to take established captives and merge them with third-party providers.
The big question we came away with: who is closing whom?
Social Media Calling, Call Centers Answering
July 28th, 2011
Contact centers can embrace social media to get closer to customers, spot trends, and create customer advocates
By Patrick Haller
Social media is finding its way into the contact center ecosystem at a rapid rate. Operators are integrating social media methodologies into daily processes, and tech-savvy customers are indicating that they prefer alternate methods of contact to phone-based customer service.
NEW YORK — Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, today announced the results of its third annual Executive Outsourcing Survey, which explores the perceptions and use of social media within customer care operations defined as all aspects of customer interaction management within the enterprise.
The survey revealed that social media has become a critical tool for customer care across industries, as over half of senior executives (52 percent) indicated that social media is currently a part of their company’s customer care operations, and 57 percent indicated they are aware that their company is currently monitoring online conversations. Thirty-six percent of executives say their company currently measures the value of its social media program for customer care, which is surprising given how relatively new social media is as a method to enhance customer care operations.
The survey, commissioned by Capgemini and …
Capgemini Signs 13-Year BPO Deal with Brazil Conglomerate
July 12th, 2011PARIS — Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, today announced that its subsidiary, Capgemini Brasil, has entered into a new agreement with Brazilian conglomerate ABC Algar group to support their company’s operations in Brazil. Under the terms of the thirteen-year agreement, Capgemini will assume responsibility for Algar’s General Accounting, Account Receivables, Account Payables, Tax, Human Resources Administration, Payroll and Procurement.
The ABC Algar group currently controls companies, organized into 3 business units: technology & telecommunications, agribusiness, and services. As part of the agreement Capgemini will provide business process outsourcing services, with around 150 staff using Oracle and BPOpen* solutions from its Brazil delivery centers. The project will include standardization of processes and service levels across two Algar business units and nine of its companies, covering Agribusiness, Aviation, Security, Technology and Media. The aim is to increase productivity by over 45% …
