Posts Tagged ‘Center’

When Should Your Business Consider Data Center Outsourcing?

January 29th, 2013

With the explosion in the growth of cloud computing, and interest in the various types of cloud computing architectures, more business processes are being outsourced than ever. Now that Internet connections have grown so fast, more applications can run across the internet without experiencing significant delays. Like many businesses, you might be considering using an outsourced data center, but perhaps you’re not quite sure that’s the right move to make yet.

When Should Your Business Consider Data Center Outsourcing? image data center secure cabinets 300x200

If you’re still on the fence about data center outsourcing, consider each of these points for your own business, so you can make a decision that works best for your circumstances:

  • Spatial constraints – This one is rather straightforward. If you’re having a difficult time fitting all of your data center needs into your current physical space, it’s time to consider outsourcing to a remote data center. You can move your business as often as you want, and you can also put the free physical space to better use.
  • Legacy technologies – If you’re considering replacing existing technology with new systems, think about changing to a remote data center instead. That center handles all of the upgrades for you, while you go on running your business.
  • If 24/7/365 availability is needed – It’s hard to think of a company for which downtime and service outages wouldn’t cause major problems and loss of revenue. Trying to guarantee reliable, round-the-clock uptime on your own will typically result in a number of additional costs your company may not be able to afford. Think about outsourcing as a potential solution.
  • Increasing Energy Costs – Depending on how much data your network needs to store and transfer in a given day, you might realize substantial savings by outsourcing your data center needs. Perform an analysis of your energy costs and compare to the cost of data center outsourcing.

Make the Best Decision for Your Company

The bottom line is to make the decision that works best for your business. Data center outsourcing may not work for everyone, but in more situations than not, it provides a more scalable, cost-effective solution.


Transcosmos Expands Its “MCM Center Fukuoka” Call Center Base

December 26th, 2012

Transcosmos inc. (Headquarters: Tokyo, Japan; President and COO: Masataka Okuda; TSE First Section: 9715; hereafter, transcosmos) has expanded its call center base “Marketing Chain Management Center Fukuoka” (hereafter, MCM Center Fukuoka) to meet expanding business needs. New operations will begin on December 17, 2012.

MCM Center Fukuoka opened in June of 2008. The city of Fukuoka is the largest city in the Kyushu region, and due to the fact that many major companies in industries such as finance, communications and manufacturing have moved into the city as a base for the Kyushu region, MCM Center Fukuoka has been providing a wide range of call center services focusing on services for the finance, communications, manufacturing and mail order industries. This includes various types of information such as that for products and campaigns, outbound calling operations such as collection calls, and technical support operations requiring high technology. Its operations have steadily expanded up until now, and 200 more work stations have been added to accommodate business expansion associated with the procurement of new projects.

Overview of MCM Center Fukuoka
Name:         Marketing Chain Management Center Fukuoka
Location:    Nishitetsu Tenjin Bldg., 1-13-6 Tenjin, Chuo-ku, Fukuoka-shi, Fukuoka Prefecture, Japan
Total floor area:     3388.27m2 (expansion area is 534.72 m2)

transcosmos has the nation’s largest network of call centers including 23 bases and over 12,000 work stations, and with the current expansion, MCM Center Fukuoka has become the fifth largest center in the country. Future plans call for expanding business operations focusing on areas such as technical support and financial services, as well as the hiring of 300 new employees. In order to flexibly meet the various demands of client companies, transcosmos will continue striving to enhance facilities and services, while also contributing to the revitalization and development of local communities through job creation.

  • transcosmos is a registered trade name or trademark of transcosmos inc. in Japan and other countries.
  • Other company names and product or service names mentioned are registered trade names or trademarks of various other companies.


Outsourcing your Data Center: The Dos & the Don’ts

September 4th, 2012

When you visualize a data center (DC), a very large room full of racks of servers in a cooled environment running 24/7 comes to mind. Running a data center is no child’s play. From procurement of equipment to opex, scaling and maintenance, each task is expensive. However, one can’t do away with them. Right from an SMS reminder in the morning about an approaching due date for a bill, to going off to bed setting your TV-STB to record a late-night football match in it’s programme guide, somewhere there is one or the other data center directly or indirectly affecting a considerable part of our daily lives.

1. Where do I keep it?

So, should you have your own data center or outsource it to a third party? If you already have your own servers but haven’t set up a full-fledged DC yet, what you might need is a co-location service. NetMagic, for instance, offers co-location services for it’s DCs. Do make sure that you are very clear on your requirements for space, power and bandwidth before you settle on any offering. There are also various OOB offerings from vendors such as Ctrl S, which can assist you in quickly getting up to speed with a fully-owned DC in your own premises in case you have none of the required systems currently set up. Organizations that need to meet certain regulatory/legal requirements as regards management of their business infrastructure might want to consider this.

If you intend to outsource, be sure to have no two opinions about your current and future requirements. Make sure that your provider has the technical capabilities and the experience to be able to scale (and also ensure that this is documented in the SLA). Data centers have specific `Tiers` to them, which denote their characteristics on a broad scale. The higher the tier of the DC, the better it is.

2. Why outsource?

If you have one, you might currently find no signs of trouble with your currently running data center. But as with any large system, there can be more than one ways of achieving the same result under identical conditions. It will be worth considering how much you can save on costs and time by optimising your existing data center systems. This also applies in case you have no existing data center and want to set up one from scratch. Vendors such as Gemini and LSI India offer solutions which are designed to reduce your TCO and ensure better performance and availability without making massive changes to your existing applications. It is not necessary that you need to make a lumpsum investment for outsourcing your DC’s operations. Different stages of the lifecycle can be outsourced. E. g. Mahindra Satyam offers services right from assessment during the consulting/planning stage to remote infrastructure management as a managed service when your data center is actually up and running. This might come in handy when you are short of in-house expertise to deal with a specific task. Be sure though not to end up with too many interfaces to your DC with several vendors.

3. How much?

You need not be neck deep in a swimming pool in order to feel how cold / hot the water is. Before visualising design alternatives for your data center, take a moment and realise which are the tasks most critical to the smooth functioning of your business. Draw fixed boundaries between tasks so that you can realise how inter-dependent they are and accordingly reach a decision on what should go unleashed and what you prefer to put a leash on so that it stays before your eyes. Let the chocolate bar be manufactured by you, you can always outsource the wrapper’s manufacturing by making sure it fits and preserves the chocolate bar to be fit for consumption (and attracts customers of course!).

4. What do I gain?

It needs no mentioning that having your own data center would give you visibility and total control for immediate action in your data center. You wouldn’t need to compromise on terms and conditions of the SLA. Provided you have the resources, you could use the best-in-class tools and expertise to build a DC that gives high RoI. You wouldn’t need to make management overly complex by outsourcing different tasks to different organizations.

On the other hand, outsourcing your DC would save you a lot of administrative work for mundane tasks. Think about round-the-clock manpower availability, think about regular hardware upgrades. Isn’t this easier said than done? It is not easy , especially in India to find expertise in the electrical / mechanical aspects of running a data center as compared to the hardware operations and application support talent available. These headaches go away when you outsource the corresponding tasks of your DC. If your DC is not a top priority for you, it might be receiving lower attention (and hence might be using sub-optimal processes, applications, etc.) compared to an outsourcing company whose main business itself is providing you a DC.

In conclusion

You have several alternatives to choose from. A purely in-house DC has it’s own merits and demerits as compared to a totally outsourced DC. You can also outsource only certain tasks. However, do keep in mind, that a glass half empty is also a glass half full. So be sure to evaluate the benefits of each and have them agreed upon. It is not easy to make frequent changes to your DC requirements in case you have an in-house DC and even if you go for an outsourced DC, your own systems which interact with the DC may not be agile enough to keep in sync with the changes fast enough to ensure continuous availability.


Call Center Outsourcing Opponents To Get Endorsement Of Communications Workers Union

August 15th, 2012

Citing the results of a new poll, the Communications Workers of America union said it intends to devote its resources to candidates who oppose the outsourcing of call centers.

According to a poll commissioned by the union, 78 percent of voters rank call centers negatively. Voters also overwhelmingly back anti-outsourcing proposals, such as allowing calls to be transferred to a domestic call operator, and preventing companies that outsource call centers from receiving grants or tax breaks.

“There are, frankly, very few polls that show this kind of unanimity, this kind of intensity in America today,” Celinda Lake, president of the polling firm Lake Research Partners, told reporters on a conference call Tuesday afternoon. The firm primarily does polling related to organized labor and liberal causes.

With that polling evidently in mind, CWA announced it will back candidates — through radio advertisements and social media — who support legislation intended to prevent companies from outsourcing call centers. Ron Collins, the union’s chief of staff, told reporters that CWA would be rolling out radio ads this week for Rep. Tim Bishop (D-N.Y.), Rep. Betty Sutton (D-Ohio), Wisconsin Senate candidate Rep. Tammy Baldwin (D-Wis.) and Rep. Martin Heinrich (D-N.M.).

Those candidates all support a CWA-backed bill, the U.S. Call Center Worker and Consumer Protection Act, which would make companies that outsource call centers ineligible for federal grants or guaranteed loans.

Collins also said the union will also launch a social media campaign to promote the issue and to support anti-outsourcing candidates, as well as using its legislative political action teams to lobby elected officials.

Companies in the telecommunications and banking industries have often outsourced call centers. Roughly 500,000 call center jobs were lost in the United States between 2006 and 2010, according to the union.


Go4customer intros a new range of call center services

October 1st, 2010

India-based call center outsourcing services company Go4customer has announced launch of a new range of call center services which includes custom software development and internet marketing solutions.

The company said that it’s targeting small and mid-sized businesses who are seeking a reliable call center outsourcing partner. Moreover, it also plans to expand further in its domain.

Go4customer has rolled-out with inbound services. Company officials said that they have now developed a strong clientele. Additionally, the company is planning to expand on the type and number of services its catering.

In addition to regular Outbound, inbound and Web enabled range of call center service, the company is now also offering internet marketing solutions and custom software development, according to company officials.

Go4Customer provides outsourcing services. It aims to reshape the face of Call Center India outsourcing and CRM through strategic solutions.

Anuj Bairathi, CEO at Go4Customer said that a good internet marketing service can enable business owners to discover the latest methods of generating leads and can work best in boosting the overall business generation. “Our Internet marketing strategies would drastically transform your online existence.”


Outbound Call Center Featured Article

September 24th, 2010

UK’s retailer, has selected Sitel to provide technical support for all electricals customers across the UK from Sitel’s contact centre in Exeter.

The retailer selected Sitel after a competitive pitch because Sitel had experience working with a number of other international blue chip leaders in the electronics space, demonstrating a proven track record in design and delivery of efficient support processes that offered John Lewis the balance of cost whilst retaining quality of customer service.
Sitel has also been a valuable partner throughout eight years of service on John Lewis’s free 90-day software support team.
Officials with Sitel said that with the company’s solution, John Lewis has benefited from a bespoke CRM system created and managed from the company to centralise all new customer purchasing and after-sales information.
“In searching for a contact centre provider, it was critical that we find a partner that could make the John Lewis brand come to life in an outsourced environment. It was our highest priority that there be no change to the perception of customer service or brand experience despite moving the operation off-site,” said Lesley Ballantyne, director of operational development, retail operations at John Lewis.
Ballantyne said that Sitel brings significant experience in customer care for electronics and innovative ideas for improving the customer experience.
“We’re confident this partnership will give greater flexibility for our customers whilst retaining our high customer service standards,” he said.
Tim Schuh, general manager, Northern EMEA at Sitel said that in today’s competitive retail landscape, customer care is paramount to maintaining customer loyalty.
Schuh said that John Lewis has the highest standard of customer care and the company understands the decision to outsource any part of the customer experience is not taken lightly.
“We feel strongly that we can not only deliver the best possible aftercare experience to John Lewis electricals customers, but we can do so in a way that is cost productive for the company,” he said.
Sitel is a business process outsourcing “BPO” call centre provider.


IBM opens another service delivery center in Poland

September 15th, 2010

IBM has recently inaugurated its new service delivery center in Wroclaw, Poland. The earlier centres are established in Krakow, and an innovation center in Warsaw, Poland. The Wroclaw center is located in Wojdyla Business Park, and has already hired a number of technology and engineering graduates from the university town, as well as many skilled IT professionals.

IBM offers various innovative services such as; business continuity, resiliency services, IT strategic, infrastructure and architecture services, integrated communications services, maintenance and support services, middleware services, site and facilities services, storage and data services, outsourcing and service services, among others. IBM has been consistently building its presence in Wroclaw. An agreement was signed last year by IBM and the Polish government to cooperate on the creation of a new IBM Information Technology service delivery centre in Wroclaw.

The Wroclaw center is part of a highly efficient network of IBM centres, to be found in 20 countries, with multiple sites in many of the countries. The Wroclaw center will primarily concentrate on providing IT and business process outsourcing services to IBM clients on an international level. It will support the IBMaEUR, by strategic outsourcing of clients, providing server systems operations, end user, and security services, which will include maintenance and monitoring of the hardware and software computer systems.

In a release, the General Manager, IBM Poland, Anna Sienko, said that, “IBM’s global delivery centers are critical in delivering information technology services to our clients around the world. We chose Wroclaw for our newest facility based on criteria including its highly educated and experienced professionals, language skills and a favorable business environment.”

The Marshal of the Parliament of the Republic of Poland, Grzegorz Schetyna added that, “This newest IBM investment is crucial for our economy to take a step forward. I see this as a major opportunity for Poland’s talented and skilled people to work and cooperate in a globally integrated world.”

The service will also utilize collaborative problem solving and defect prevention processes based on the service management standards. Employees will be responsible mainly managing the servers and storage systems, which are critical for ensuring optimal Information Technology infrastructure performance for IBM clients.


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