Monday, June 25, 2012
Recent economic conditions have constrained the budgets of many companies. As a result, BPO firms have adopted new technologies to help cut down on costs.
According to Computer Weekly, cloud computing, business analytics software, social media platforms and process automation software are all being used to help lower costs and increase effectiveness.
"Businesses have been considering more functions for BPO, mainly because of the current economic conditions and because the suppliers provide BPO services much better than 10 years ago," Ilan Oshri, professor at Loughborough School of Business, told Computer Weekly.
The use of new technologies will be beneficial to both the provider and customer. New services will be created for the customer, and providers will have new revenue streams.
Social media is a technology that should see an increase in use, as it is a great platform to reach customers. With nearly a billion active monthly users, the popular platform is far-reaching and could provide customer support benefits for many businesses.
The news source noted the trend towards these new technologies in BPO relationships has created a bigger role for IT in the sector.