Andrew Kokes, vice president, global product management, Sitel articulated,“In 2012, Sitel believes outsourcing will continue to see growth driven by cost pressure, increasing complexity to deliver the latest technologies and the need to align scalability to market demand.  Call center BPO’s with the right people, process and technology will be in a great position to deliver solutions that organization do not have the ability to invest in delivering, or would take years to develop their own operating best practices.”

The Dawn of the ‘As-a-Service’ Economy

Some of the dynamics have started to kick in with a definite shift towards ‘as-a-service’ economy. Brian J Manning, president and managing director, Computer Sciences Corporation, India(CSC) articulated, “This not only helps businesses put a cap on capex which is at a premium, but also transition towards an opex model. With businesses suffering two major hiccups in the space of three years, there would be an incremental demand for innovative service models aimed at mitigating risk, possessing high domain knowledge as well as robust security and compliance delivery models. Service providers would also look towards innovative service delivery models to sustain demand and major moves towards restructuring internally as well as developing domain expertise and capabilities can be expected.”

“The three key main forces in the marketplace are: a) price-performance ratios keep improving, b) consumer expectations are changing dramatically, as they are exposed to technology choices that empower them as never before and c) emerging technologies are positioning IT to drive innovation and growth, rather than targeting cost-cutting and efficiencies. These forces are driving the following trends - the rising importance of data, analytics, cloud computing, services-centred architecture, IT security, data privacy, social platforms, and user experiences,” said a spokesperson from Accenture.