Jacksonville, FL, USA, Feb. 8, 2022 -- DATAMARK, Inc., a global Contact Centre and Business Process Outsourcing provider, recently conducted a survey in collaboration with Sourcing Industry Group (SIG) regarding the evolving landscape of outsourcing and shared services.
The survey looks at the evolving trends and market perspectives for outsourcing and shared services post-pandemic and how sourcing for both will evolve going forward. The survey results were presented by Thom Mead, DATAMARK’s Marketing Director, at the SIG Global Executive Summit that took place in October 2021.
"Few things have disrupted markets and impacted the sourcing of global services more than the COVID-19 pandemic," said Thom Mead, Director of Marketing at DATAMARK. "The survey provides insight into new factors and locations which Sourcing and Procurement professionals are now considering for these services."
....NOTE - content continues below this message
INVITATIONWe invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!
>>>>> FIND OUT MORE: HERE
The survey encompasses an audience of 86% respondents coming from the buy-side and 14% respondents on the supplier side. 45% of respondents represent companies greater than $2.5 billion in annual revenue, 38% of respondents represent companies with less than $2.5 billion, while the remainder have chosen not to identify a company size. The industries represented in the survey span the full spectrum, with the most responses provided by three main industries: Banking, Financial Services and Insurance (BFSI), Manufacturing, and Professional Services.
"This study reveals many keen insights specific to nearshore outsourced services, captive shared services centres, and emerging locations for consideration," said Geoff Talbot, Chief Growth Officer at Sourcing Industry Group (SIG).
Both DATAMARK and SIG extended the collaboration by creating a white paper to showcase the survey results and dive deeper to provide additional insights regarding the outsourcing and shared services industry going forward.
Posted by Veronica Silva Cusi, news correspondent
DATAMARK, Inc. is a provider of omni-channel contact centers and business process outsourcing (BPO) services since 1989, employing more than 3,000 at their facilities in the United States, Mexico and India. They deliver customer service in omni-channel contact centers, ranging from SMS text to video chat and everything in between. Their long term client partnerships include customer care for international companies across a wide array of industries, including BFSI, interpretation & translation services, transportation, healthcare, and consumer electronics.
Published: Wednesday, February 9, 2022
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.
Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...