Check out The Most Innovative, Highly rated Contact Center World Events EVER!
...Thousands of past delegates agree! - BOOK YOUR PLACE TODAY!
Best Contact Centers in the World 2017
all award winners!STARTS IN:
Network, Learn, benchmark in this unique best practice forum with the best practitioners in the World
...who run centers and take your center to new levels of performance, engage staff, improve service and more!
Industry Research : Rethinking IT strategy…Can It Enable a Step Change in Communication Service
PwC-led research shows Communications Service Providers must make smarter investments in "faster, better, cost-effective" IT to achieve business agility required to compete effectively
TeleManagement Forum, Dublin, Ireland
Research released today by Oracle Communications and conducted by PwC, has found Communications Service Providers (CSPs) have a clear opportunity to improve IT efficiency, with many already planning important steps within the next 18 months to deliver the agility their businesses need to thrive in a competitive industry
At the heart of improved business agility is the use of fewer bespoke applications which carry a higher total cost of ownership and bring considerable budget overruns, management overhead and time delays
In terms of aligning IT with the business priorities, CIOs said improving customer experience is the top driver for IT strategy in the communications industry
A smarter use of customer relationship management (CRM) applications is a focus for system replacement or upgrade, reflecting this prioritisation of user experience
Portals and improved content are also a greater focus for CSPs looking to service and monetise a consumer hunger for rich media and social networking on mobile devices
Risk, lack of budget and complexity of existing systems are the greatest barriers to effective IT strategy implementation
CIOs are planning a move towards more standardised, off-the-shelf applications as well as a more strategic use of outsourcing in order to simplify their in-house IT, bridge existing skills divides, reduce operating costs, mitigate risk and improve business efficiency
The report, entitled ‘Rethinking IT strategy...can it enable a step change in Communication Service Provider performance?' is based on research, conducted by PwC who interviewed CIOs or C-level executives from 30 EMEA CSPs.
Key findings include:
67% of bespoke applications are delivered with a "substantial" budget overrun (74% have some level of budget overrun)
52% of commercial-off-the-shelf applications (COTS) are delivered under budget
60% of CIOs currently spend more than half of their opex budget on ‘maintenance'
95% of CIOs believe they will increase their use of COTS over the next 18 months
40% said IT refresh or upgrade is also in the top three while 36% cited reducing operating expenditure.
Today's Tip of the Day - Back To The Basics
Published: Thursday, May 19, 2011