Tata plans first all-female outsourcing center in Saudi Arabia

25-Sep-2013

Indian outsourcer Tata Consultancy Services (TCS) is breaking new ground with the opening of the world's first business processing outsourcing center staffed entirely by women in male-dominated Saudi Arabia.

Tata has unveiled plans for its "all-female services center" in the Saudi capital, Riyadh as part of a plan to access a largely untapped pool of workers in the segregated Middle Eastern nation. The center, to run as a joint venture with US manufacturer General Electric, will initially employ some 400 women, with plans to expand to 3000.

Conservative culture and strict rules on separation of the sexes limit female employment in Saudi Arabia. Most banks and some factories have women-only sections, but exclusively female operations are rare. "This is the first time to our understanding that anyone has done this, because this (Saudi Arabia) is a unique market," TCS CEO Natarajan Chandrasekaran said. "In India, there has been huge opportunity for our industry to liberate underused talent and, while Saudi isn't on the same scale, there is still a big opportunity to help people, especially women, find good professional jobs," he said.


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10-Feb-2015

Australia Post has been recognised for its customer service, winning the Most Enhanced Customer Experience award from global consulting firm Bluewolf.

Australia Post received the honour in the inaugural first Bluewolf Innovation Awards, announced in New York. To be considered, Bluewolf customers proactively shared their leadership stories and how they were able to transform their brand experiences and engagement for both employees and customers.

Bluewolf found that Australia Post dramatically improved its customers' experience by innovating and streamlining its contact cenre management systems with Salesforce Service Cloud. "The company was able to integrate seven separate systems across customer service and provide an automated solution to reduce inefficiencies, update business processes, integrate with back-office systems, provide greater visibility and reporting, and increase communication," Bluewolf said.

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09-Feb-2015

The Malaysia country manager for customer service IT company Cisco Systems says he sees strong growth potential in the country's BPO and knowledge process outsourcing (KPO) sectors.

Albert Chai told reporters the growth of BPO and KPO is expected to be partly driven by both small and medium enterprises as well as large enterprises. "We see the BPO and KPO space as relatively untapped in Malaysia," he said.

"There is a lot of SMEs, and enterprises simply do not have the business case to build their own call centers," Chai added. "So the most effective and efficient way to engage with their customers is to engage with a BPO player, whereby they can have contact center delivered as a service to them, without having the high cost of setting up the infrastructure."

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03-Mar-2015
Collaboration reflects transformation for Anchor's cloud hosting model

Sydney, Australia, March 3, 2015 – Anchor, the hosting heavyweight behind some of Australia's biggest online retailers, has announced a range of new cloud hosting products and services on Amazon Web Services (AWS).

The first new Anchor service to be made available on AWS is a new management tier - DevOps Automation - bridging the gap between operations and software development teams.

Static websites have given way to complex, feature-rich web apps that require constant updating and enhancement. Some major retailers are already deploying new code into production at an incredible pace, in some cases up to fifty times a day, compared with just once or twice a month previously. This is due to new development methodologies such as "Continuous Delivery", resulting in real and significant competitive advantage to those practicing it.

Anchor's new management tier allows clients who are looking to adopt Agile development methodologies to outsource the DevOps management of their AWS infrastructure to Anchor, with the goal of building and releasing software faster, with less stress.

Anchor specifically addresses the automation of responsibilities traditionally handled by sysadmins and operations teams, a defining feature of DevOps.

Anchor's approach takes full advantage of the comprehensive API-driven cloud infrastructure services provided by AWS, combined with new, collaborative approaches to automation and managed hosting. Businesses can benefit from improved website performance, scalability and efficiency, while freeing up internal resources for more productive activities.

"A lot of hosting providers try to shoehorn traditional hosting models onto the cloud, only extracting some of the benefits of one while retaining many of the limitations of the other," says Bart Thomas, CEO of Anchor. "However, cloud technologies, and AWS in particular, provide a huge opportunity for simplifying and automating hosting operations; including code deployment, auto-scaling, environment cloning and more.

By combining its operations and automation expertise with the power, scale and flexibility of Amazon Web Services, Anchor is able to automate the development and deployment workflows of its customers.

"The industry continues to evolve at a frantic pace, which is why Anchor has spent the last few months re-evaluating the current hosting landscape to bring about its own evolution," says Thomas. "The relationship with AWS is the next step in our transformation, allowing us to adopt fresh methodologies, and develop new technologies. While we continue to deliver bespoke hosting services to customers in Australia and around the world, we recognise that hosting technology is only ever as powerful as the workflow it enables."

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20-May-2013

Dr Catriona Wallace defines Customer Experience Strategy.



 

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