Know,the,Outsourcer,Outsourcin business, insurance Know If the Outsourcer Is Outsourcing

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Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable{mso-style-name:"Table Normal";mso-tstyle-rowband-size:0;mso-tstyle-colband-size:0;mso-style-noshow:yes;mso-style-priority:99;mso-style-qformat:yes;mso-style-parent:"";mso-padding-alt:0in 5.4pt 0in 5.4pt;mso-para-margin:0in;mso-para-margin-bottom:.0001pt;mso-pagination:widow-orphan;font-size:11.0pt;font-family:"Calibri","sans-serif";mso-ascii-font-family:Calibri;mso-ascii-theme-font:minor-latin;mso-fareast-font-family:"Times New Roman";mso-fareast-theme-font:minor-fareast;mso-hansi-font-family:Calibri;mso-hansi-theme-font:minor-latin;mso-bidi-font-family:"Times New Roman";mso-bidi-theme-font:minor-bidi;}Outsourcingis a competitive business and providing services with aggressive pricing is alwaysa critical factor in winning business. All companies look for methods to reducetheir costs and outsourcers are no exception. To maintain their aggressivestance, outsourcers are following trends in the computer industry and usingservices in the cloud. Cloudservices are a by-product of the dot-com era. These services started as simpleapplications that could be shared over the Internet and have matured tochallenge traditional client-server applications. An example is CustomerRelationship Management (CRM) software. CRM is now offered in the cloud andreferred to as Software as a Service (SaaS). SaaS CRM has alsospawned a number of companies that are adjuncts or directly interface withtheir solution. Infrastructureas a Service (IaaS) issuch as adjunct. IaaS offers in-cloud infrastructures such as ACDs (telephoneswitches), intelligently routing calls, outbound dialers, and voice and screenrecordings. As a result, complete solutions for outsourcing inbound or outboundcalls are available for a monthly fee. Thus,it is essential to know if your potential outsourcer  is outsourcing their technology. If they are,you will need to know to how to evaluate their capabilities. A vital questionis, "If your  outsourcer is usingSaaS or IaaS, what value do they provide?" Theanswer is dependent on how each outsourcing company integrates cloud computinginto the services being offered to you. As in any approach, there are benefitsand deficiencies of this technology. Your evaluation must determine if theymeet your operational and technological goals and objectives. Here are someitems to consider. First,can the outsourcer demonstrate the effectiveness and reliability of the cloudcomputing solution being offered to you? The methods of the outsourcer may bepresented as transparent to their operation and, indeed, your focus should behow your customers are treated and the effectiveness of the call center. Still,it is important to understand the technologies being used to fully evaluate thepotential outsourcer. Second,has the outsourcer added value to their cloud computing solution? Platformas a Service (PaaS) enables creation of value-added software to thesolutions IaaS and SaaS offer.  Forexample, using PaaS, the IaaS may log their transactions in the SaaS database.   Another PaaS example is the integration ofan IaaS user interfaces with a SaaS user interface. Hence, entering data to oneuser interface seamlessly enters the data into both solution databases. SaaSand IaaS are typically offered over the Internet. Thus it is dependent onfactors outside the control of the outsourcer. To overcome that issue,outsourcers with longstanding SaaS and IaaS vendor relationships may haveimplemented their own private network cloud. The private cloud ensuresconnectivity is being properly managed, especially when voice over internetprotocols (VoIP) or session Internet protocols (SIP) has been integrated. Third,if the potential outsourcer is using both SaaS and IaaS, what is therelationship between the companies? Many SaaS CRM vendors have developed a PaaSapplication-programming interface (API). Fourth,is there a level of redundancy from the SaaS and IaaS vendors? Your potentialoutsourcer will be dependent on an infrastructure framework outside theircontrol. Be sure your potential outsourcer can provide the details of the SaaSand IaaS vendor's business continuity plan. Finally,if your outsourcer is using SaaS CRM or an IaaS vendor with your data or accessto your data, stipulate who is responsible for the integrity and security ofthe data. Whilethese issues may appear as negative aspects of using cloud computing, there arealso advantages. Data and business processes are not the domains of anyoutsourcer. As a result, outsourcing functions can easily move from one vendorto another. This inherent ability to easily change vendors may provide asignificant advantage to your outsourcer strategy. © 2011 Geoffrey Best.