“Zoho is a fast follower. Their SaaS model is really helping them. But I don’t see Salesforce losing market share to Zoho because they’re really dominant now. They’re becoming the next Oracle,” said Peter Bendor-Samuel, CEO of outsourcing advisory firm Everest Group. Read more.
“It gives customers more flexibility and the advantage of just focusing on management while the service provider takes care of ongoing operations,” says H. Karthik, vice president of sourcing consultancy Everest Group. Read more.
“Labour arbitrage based work — offshore outsourcing — would go up in the coming year as there is more freedom to spend,” said Peter Bendor-Samuel, founder and chief executive of consulting and research firm Everest Group. Read more.
“In this recent spinoff, IBM will be able to have its cake and eat it too. The sale to Synnex gets the asset and business unit off IBM’s balance sheet. But IBM still retains the client relationships and the capacity to integrate call centre services in with its other offerings by having a strategic relationship with the […]
“Eric Simonson, managing partner at Everest Group, said service providers were driving growth on the continent and ‘global in-house centres’ (GICs) would follow.” Read more.