Jonathan Davies, Specialist in Telecommunications and Outsourcing Sales at Hays, shares his thoughts on how cloud computing has affected BPO services. An expert in all aspects of the telecommunications and outsourcing sales markets, he would be happy to hear from anyone interested in this post by email or on LinkedIn.
There has been a lot of talk over the potential convergence of cloud computing and BPO over the last few years. For BPO service providers, cloud computing provides a potential to offer higher quality at a lower price. It is also more convenient for BPO clients, allowing them greater flexibility and freeing up in-house resources. However, there are still a number of concerns about cloud computing in relation to BPO services.
BPOs that can integrate a cloud offering to provide a full solution for clients would appear to have the best of both worlds. Whereas companies that offer cloud-only solutions can often be focused on the delivery of IT solutions rather than the impact this will have on the customers, BPOs will already be familiar with ensuring a high quality customer experience. BPOs that also offer cloud computing can use this to ensure that their clients receive its benefits while also optimising cost reduction within their own models. Cloud computing offers a number of benefits to BPO clients such as scalability, easy implementation and the ability to access the service from anywhere at any time.
However, there are still a number of concerns over the integration of cloud computing into BPO services. The main concerns continue to persist around areas of security, which is an area that any cloud provider must work extremely hard to resolve. There are also questions raised around who owns the data and legal issues about how these can be solved, although these issues are already familiar to outsourcing providers. Many companies are also concerned over whether by investing heavily in cloud computing now, they will limit their ability to utilise future technological developments. This could be a concern both for BPO providers and particularly for their clients, who may have concerns about being locked in to the cloud and unable to easily change to another supplier in future.
Despite these concerns, there still seems to be a rise in the number of companies considering providing both cloud computing and BPO services, along with a rise in demand from clients for them to do so. Do you think that cloud computing and BPO will merge? Have they already started to do so?
I am an employee of Dell and your blog on "How has cloud computing affected BPO services?" is quite analytical and informative. I think it's great to learn that cloud computing as a service has helped the BPO sector to function better. Thanks for sharing the information with us.
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