Why Read This
Outsourcers like Accenture, Genpact, Infosys, and Tata Consultancy Services (TCS) are making another run at the BPO market. This new line of attack is based on a standard software "platform" underpinning the BPO offering. No longer will these and other suppliers take over the hodge-podge of client systems in order to run the process. They now offer a full "integrated platform" that includes a standard software offering, not just the people and the process expertise. Forrester believes that including a standard software foundation will cut costs for clients by an additional 20% to 30% on top of the 15% to 20% savings of a traditional BPO solution.