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 TitleDate AddedCompany
whitepaper Why, What, Where and How of Outsourcing2008-05-02 S5 Systems
  There are several good reasons why it would make sense to outsource the next project. It is however best that the reason of "Why" is identified and clearly understood. It is important the "Why" aligns with the company culture and requirements. Once the "why" is answered, this white paper provides necessary guidelines on "What to outsource", "Where to outsource" and "How to outsource". This paper formalizes the important and necessary steps required to initiate and successfully complete an outsourced project.   
whitepaper Assessing the Role of IT in BPO Success: 2008 Market Study Update2008-03-17 EquaTerra
  Business Process Outsourcing (BPO) is typically viewed - as the name implies - as a "Business" initiative. It is EquaTerra's position, however, that information technology (IT), both as an organizational unit and a collective set of applications and systems, is a critical component of the success of any BPO effort. Buyers must clearly understand the enabling and debilitating impacts that the chosen provider's IT environment, as well as their own current and retained IT environment, will have on their BPO efforts. The BPO sourcing process must thoroughly assess the capabilities of candidate service providers' IT solutions.   
whitepaper On-Demand or On-Premise? Software Best Practices for Midsize Businesses2008-03-07 SAP
  This paper from SAP and CIO Magazine recaps some of myths about SaaS and provides a framework for an honest self-assessment of your organization's needs and which software model is right for you.

Tags: ERP, Business Management, MSP, Cost Control - Risk Mgmt.		   
whitepaper EDS and Avaya Create a Global Infrastructure for Contact Centers to Enable Operational Efficiencies, High Productivity, and Client Satisfaction2008-03-01 Avaya
  With hundreds of clients in all major industries, Electronic Data Systems Corporation (EDS) needs to address an extremely wide range of evolving Customer Relationship Management (CRM) requirements through their outsourced contact center solutions. Their vision is to implement a Strategy of Enablement that can bring maximum efficiency, quality, and value to meet the current business goals of their clients. EDS s Business Processing Outsourcing (BPO) Platform make it possible for main contact center hubs to support core input, process, and output functions across market-facing service offerings delivered at networked service locations. Best-in-class services are enabled by applications such as Avaya Communication Manager/Contact Center; Avaya Interaction Center with Business Advocate routing (IP ACD); Avaya Application Enablement Services; and Avaya Call Management System.

Tags: Call Center - Contact, CRM Software		   
whitepaper The Evolution of Information Technology: Don't Forget the People2008-02-19 Deloitte LLP
  The Evolution of Information Technology (IT) is the latest installment in a multipart series on critical issues facing today's IT function. It explains how a stronger emphasis by Chief Information Officers (CIOs) on the people dimension of IT transformation can help boost IT's overall value to the company and make it a more effective agent of change. Five key people and organizational areas are explained in comprehensive detail for consideration by the CIO strategizing a new path for his or her IT function: creating new IT service delivery and operating models; developing and executing a sourcing strategy; aligning the IT organization structure with the company; upgrading IT skills and capabilities; and facilitating Sarbanes-Oxley compliance.

Tags: Resources Mgmt., Strategic Planning		   
whitepaper EquaTerra Position: Service Provider M&A - Change of Control Doesn't Have to Mean Loss of Control2008-02-18 EquaTerra
  The outsourcing service provider market has historically experienced a steady stream of Mergers and Acquisitions (M&As) which began to pick up in 2007. An M&A event can be worrisome for a buyer actively engaged with one of the parties involved, particularly if the provider is on the receiving end of a hostile bid. A solid outsourcing arrangement, however, is structured to anticipate and respond to futures changes. This is a necessity in a business relationship that spans multiple years. M&A is an event that buyers must proactively address as part of their outsourcing strategy.   
whitepaper EquaTerra Position: The Pros, Cons and Market Trending for Multi-Sourced ITO2008-02-18 EquaTerra
  As the Information Technology Outsourcing (ITO) market continues to expand and mature, an increasing number of buyers are finding themselves in multi-sourcing scenarios. Whether buyers arrive at this point by design or default, multi-sourcing introduces both additional opportunities and complexities into the ITO equation. At minimum, multi-sourcing mandates changes and improvements in how buyers manage their multi-supplier outsourcing environment.   
whitepaper The Outsourcing Decision for a Globally Integrated Enterprise: From Commodity Outsourcing to Value Creation2008-04-16 IBM
  A new brand of outsourcing is essential for organizations intent on leading in today's global economy. Globalization and rapid advances in technology have shifted the measure of success, driving companies to rethink how they acquire and deliver services. Business leaders are questioning the company's ability to do everything well and seeing the benefit of siphoning off some of their more costly core business functions. At the same time, they are recognizing that outsourcing has the potential to deliver extraordinary business value above and beyond simple cost savings and operational efficiencies. They are coming to the realization that outsourcing is less about labor arbitrage and more about accessing the myriad of global talent available to businesses today.   
whitepaper The outsourcing decision for a globally integrated enterprise: from commodity outsourcing to value creation.2008-01-01 IBM
  Globalization and advances in technology have changed the way business gets done. Today, outsourcing helps make the globally integrated enterprise possible. And the decision-making process for outsourcing is changing -- with CIOs playing a more strategic role. To learn how IBM helps turn outsourcing into opportunity, download this whitepaper.

Tags: Internationalization - Expansion, Resources Mgmt., IT Reliability		   
whitepaper Cisco Unified Intelligent Contact Management Reduces Outsourcing Costs by Improving Contact Center Management and Support2007-12-19 Cisco Systems
  This case study describes how Cisco Systems has reduced costs and increased flexibility for certain calls outsourced to contact centers located around the world. This result was achieved by a newly designed implementation of a Cisco Customer Voice Portal, Cisco Pre-Routing features, and a Cisco ICM-to-ICM system link to handle inbound calls for Linksys, a division of Cisco.

Tags: Call Center - Contact, ROI - TCO