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Frost & Sullivan: Colombian and Peruvian Contact Center Outsourcers Focus on the Americas

-- Spain's dwindling contribution to the offshoring segment has compelled market participants to alter their geographical strategy

BUENOS AIRES, Argentina, Aug. 29, 2014 /PRNewswire/ -- A mix of quality and competitive costs ensured that the contact center outsourcing services markets in Colombia and Peru were among the most dynamic markets in Latin America up until last year. Since 2013, the market has lost some of its pace as competitive pressures have intensified with the entry of many participants. To navigate the transformed landscape, contact center outsourcing service providers will have to keep up with new entrants' world-class practices, which have elevated quality standards in both countries.

Sebastian Menutti, ICT Industry Analyst, Frost & Sullivan
Sebastian Menutti, ICT Industry Analyst, Frost & Sullivan

Photo - http://photos.prnewswire.com/prnh/20140828/141113

New analysis from Frost & Sullivan, Colombia and Peru Contact Center Outsourcing Services Markets 2014, finds that the Colombian market earned $1,045.6 million in 2013 and estimates this to reach $2,206.2 million in 2020. Peru's market revenues stood at $385.4 million in 2013 and this is projected to go up to $647.3 million in 2020.

"In the Colombian contact center outsourcing services market, domestic business still accounts for more than 70 percent of the revenues. However, revenues from the offshoring segment are growing at a faster rate than those from domestic business as a result of multiple deals with the United States," said Frost & Sullivan Information & Communication Technologies Industry Analyst Sebastian Menutti. "Meanwhile, in the Peruvian market, nearshoring from South American countries such as Argentina and Chile is bringing in new business."

In 2013, Spain once again emerged as the main destination that offshored work to contact center outsourcing service providers in Colombia and Peru. Nevertheless, offshoring revenues generated from Spain in 2013 decreased in Peru and suffered from a growth slowdown in Colombia, owing to the recent Spanish economic crisis. 

"Consequently, several Colombian and Peruvian contact center outsourcers were forced to refocus their business models and direct their commercial efforts either to domestic businesses in the high-performing local economies or businesses in other countries likely to avail offshoring services," noted Menutti. "Prime targets for developing the offshoring segment have been South and North America, which are expected to become the dominant regions driving this segment by 2020."

For more information on this study, please email Francesca Valente, Corporate Communications, at francesca.valente@frost.com.

Colombia and Peru Contact Center Outsourcing Services Markets 2014 is part of the Contact Centers & CRM (http://www.contactcenter.frost.com) Growth Partnership Service program. Frost & Sullivan's related studies include: Latin American Contact Center Systems Market 2014, Brazilian BPO and Contact Center Outsourcing Services Market 2014, Argentine and Chilean Contact Center Outsourcing Services Markets, and Mexico and Central America and the Caribbean Contact Center Outsourcing Services Markets. All studies included in subscriptions provide detailed market opportunities and industry trends evaluated following extensive interviews with market participants.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.

Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.

  • The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
  • The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

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Colombia and Peru Contact Center Outsourcing Services Markets 2014
NDB7-76

Contact:
Francesca Valente
Corporate Communications – Latin America
P: +54 11 4777 5300
F: +54 11 4777 5300
E: francesca.valente@frost.com

http://www.frost.com

Photo - http://photos.prnasia.com/prnh/20140829/8521404878

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Macworld | iWorld Asia 2014 opens

Bringing together cutting-edge technologies and innovations to promote the convergence of the mobile ecosystem

BEIJING, Aug. 26, 2014 /PRNewswire/ -- Macworld | iWorld Asia 2014, co-organized by the Beijing Investment Promotion Bureau and International Data Group (IDG), opened at the China National Convention Center on August 21. As a new economic engine, the event focused on the latest technologies, cutting-edge products, partnership opportunities and thought leadership from industry insiders, driving the convergence of the Apple ecosystem and the mobile internet sector through exhibitions, forums and experiences and highlighting new development trends in the mobile internet sector. Beijing Investment Promotion Bureau deputy director Zhang Hua and IDG Communications Worldwide CEO Michael Friedenberg spoke at the opening ceremony. More than 500 companies from the Asia-Pacific region, Europe and North America as well as more than 600 media organizations, 1,600 developers and 20,000 professionals from all points of the globe attended the event. According to the organizers' latest statistics, the event was an instant success with more than 50,000 visitors in attendance on the first day. A number of exhibition areas provided an unforgettable interactive experience for visitors. Business leaders, technology pioneers and entrepreneurs from Asia, Europe and the US gathered at the event to share their insights as part of a high-end "wisdom" festival. Each of the topical forums, the Product Development Forum, the Mobile Gaming Forum, the Mobile Marketing Forum, the Innovation and Entrepreneurship Forum and the Mobile Health and Digital Healthcare Forum, successfully targeted audiences with a special interest or specialization in the respective topic. Macworld's The Best Awards honored outstanding Apple peripheral suppliers and products.

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ACE Life Partners with AEON to Offer Life Insurance Through Telesales Channel

BANGKOK, Aug. 22, 2014 /PRNewswire/ -- ACE Life, the global life insurance division of ACE Group, today announced a partnership with AEON Insurance Service (Thailand) Company Limited to jointly offer a range of life, personal accident and health insurance products to AEON Thana Sinsap (Thailand) PLC's customers countrywide via telemarketing.  With the opening of ACE Life Telemarketing Call Center at Ted's House Building, customers can conveniently purchase life insurance on the phone. 

To provide innovative products via this newly launched distribution channel, ACE Life has launched the 'Two in One Protector' plan specifically for this new segment of customers.  It provides death coverage from sickness and accident, dismemberment and total permanent disability from accident.  Premiums start from  as low as seven baht per day with medical expense benefit of 15,000 baht per accident.

Kevin Goulding, Regional President of ACE Life in Asia Pacific said, "Thailand is one of the core markets for ACE Life in Asia Pacific and our partnership with AEON signifies a milestone in our company's strategy to  expand our  distribution channels.  Committed to strive for better service to our customers, we aim to deliver value added financial protection solutions to our Thai customers."

Sally O'Hara, Country President of ACE Life Assurance Public Company Limited commented, "We are delighted to be partnering with AEON Insurance Service (Thailand) to provide innovative life insurance products to AEON Thana Sinsap (Thailand) PLC's customer base.  Our partnership leverages ACE Life's multi-channel business and service model in Thailand and we look forward to building a long and rewarding relationship with AEON." 

Kevin Goulding, Regional President of ACE Life in Asia Pacific (center) and Sally O'Hara, Country President of ACE Life in Thailand (left) together with Sakarabhop Dhivarakara, Managing Director of AEON Insurance Service (Thailand) Company Limited (right) presided over the grand opening ceremony of the "ACE Life Telemarketing Call Center" at Ted's House Building on August 6, 2014
Kevin Goulding, Regional President of ACE Life in Asia Pacific (center) and Sally O'Hara, Country President of ACE Life in Thailand (left) together with Sakarabhop Dhivarakara, Managing Director of AEON Insurance Service (Thailand) Company Limited (right) presided over the grand opening ceremony of the "ACE Life Telemarketing Call Center" at Ted's House Building on August 6, 2014

ABOUT ACE LIFE IN THAILAND

ACE Life Assurance Public Company Limited (ACE Life) is part of the ACE Group, one of the world's largest multiline property and casualty insurers. With operations in 54 countries, the ACE Group provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. ACE Limited, the parent company of the ACE Group, is listed on the New York Stock Exchange (NYSE: ACE) and is a component of the S&P 500 index. The ACE Group's core operating insurance companies are rated AA for financial strength by Standard & Poor's and A++ by A.M. Best.

Specifically to meet the needs of financial protection and security of its broad range of customers, ACE Life in Thailand (ACE Life Assurance Public Company Limited) offers a comprehensive range of quality life insurance products and services.  The company partners with financial institutions and other companies to tailor individual policies for their clients and employees while ACE Life's team of over 2,500 agents service and support customers throughout the nation.  

More information can be found at www.acelife.co.th.

ACE Life, ACE Group of Companies and ACE Limited are registered trademarks of ACE Limited.

Photo - http://photos.prnasia.com/prnh/20140821/8521404707

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Frost & Sullivan Awards Vonage Top Spot in VoIP Communications for High-Value, Low-Cost Services

MOUNTAIN VIEW, Calif., Aug. 20, 2014 /PRNewswire/ -- Frost & Sullivan has recognized Vonage (NYSE: VG) with the 2014 North America Price/Performance Value Leadership Award based on its review of the Voice over Internet Protocol (VoIP) communication services market. Frost & Sullivan found that Vonage's products and services offer the best value for their price compared to similar offerings in the market, resulting in a 10 out of 10 ranking for service experience and customer benefits.

Vonage provides high-quality, affordable home phone service for international and domestic callers and is sold in the U.S., Canada, the UK and Brazil. As part of its mobile strategy, the company developed Vonage Extensions®, which enables customers to access their home phone service via a mobile phone at no additional cost. This is particularly beneficial to Vonage customers with international calling plans because it gives them the flexibility to make international calls from their mobile phones without having to purchase an international calling plan from their wireless carriers.  

"Vonage has remained relevant in a market where consumers are evaluating the necessity of the home phone by providing service with great value and flexibility for the price, including the ability to make international calls from their mobile phones using their home calling plans," noted Frost & Sullivan Research Analyst Gina Villanueva. "In addition to its high ranking for price and value, our research found that customers ranked Vonage 10 out of 10 for customer service that is accessible, fast and stress-free, and 10 out of 10 for overall customer benefits."

Other factors contributing to Vonage's ongoing success in the VoIP market include its development of a high-quality, ultra-low-cost basic phone service designed to meet the needs of the low-end domestic calling market, and the company's accelerated entry into the market for hosted cloud communications for small and medium businesses with its acquisition of Vocalocity in 2013, now branded Vonage Business Solutions. 

Each year, Frost & Sullivan presents the Price/Performance Value Leadership Award to a company that has developed a product to suit market and customer needs. The award lauds the price competitiveness, features, ease of use and service effectiveness of the recipient company.

Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.

About Vonage

Vonage (NYSE: VG) is a leading provider of communications services connecting consumers and businesses through cloud-connected devices worldwide, with approximately 2.5 million subscriber lines. Vonage provides a robust suite of feature-rich, affordable residential and business communication solutions that offer flexibility, portability and ease of use for both landline and mobile phones. Vonage's residential service is sold on the Web (www.vonage.com) and through telesales and regional and national retailers, and its business service is sold through Vonage Business Solutions (www.vonagebusiness.com) telesales and channel partners.

Vonage Holdings Corp. is headquartered in Holmdel, New Jersey. Vonage® is a registered trademark of Vonage Marketing LLC, owned by Vonage America Inc.

To follow Vonage on Twitter, please visit www.twitter.com/vonage. To become a fan on Facebook, go to www.facebook.com/vonage. To subscribe on YouTube, visit www.youtube.com/vonage.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.

Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.

The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.

The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

Contact us:      

Start the discussion

Join us:           

Join our community

Subscribe:      

Newsletter on "the next big thing"

Register:       

Gain access to visionary innovation

Contacts:

For Frost & Sullivan:

Mireya Espinoza
P: +1.210.247.3870
F: +1.210.348.1003
E: mireya.espinoza@frost.com

For Vonage:

Deb Brown, Peppercomm
+1.212.931.6113, dbrown@peppercomm.com

Jo Ann Tizzano, Vonage
+1-732-365-1363, joann.tizzano@vonage.com

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China Telecom Being Voted “No.1 Most Honored Company in Asia” Two Years in a Row

HONG KONG, Aug. 19, 2014 /PRNewswire/ -- China Telecom Corporation Limited ("China Telecom" or "the Company"; HKEx: 00728; NYSE: CHA) is pleased to announce that the Company has been voted by professional investors "No.1 Most Honored Company in Asia" in Institutional Investor 2014 All-Asia-Executive Team ranking.  Mr. Wang Xiaochu, Chairman and CEO of China Telecom was voted again "Asia's Best CEO in Telecommunications Sector", while Madam Wu Andi, Executive Vice President and CFO of the Company, was voted "Asia's Best CFO in Telecommunications Sector".  Besides, China Telecom was also ranked as "Asia's Best Investor Relations Company in Telecommunications Sector".

The recognitions above are testament that China Telecom's strategic execution capability, leading management performance and strong commitment to good corporate governance with consistently high standard of transparency in Asia are highly valued by professional investment managers and analysts. China Telecom would like to express its sincere thanks to investors and the investment community for their continuous support.

2014 All-Asia-Executive Team ranking, which is organised for the fourth year to recognise Asia ex­-Japan region's executives and companies, received opinion from over 860 buy-side analysts and money managers at nearly 520 firms that collectively manage an estimated US$1.04 trillion in Asian (ex-Japanese) equities and over 650 sell-side analysts in over 90 brokerages. The poll participants were asked to nominate best executives and companies in their coverage universe those standing out at a number of management attributes.                                                                           

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DYXnet Group Announces Its Virtual Private Network Business Unit to Be Acquired by 21Vianet Group, Inc.

Driving creation of mobile cloud network services offerings in the marketplace

HONG KONG, Aug. 12, 2014 /PRNewswire/ -- DYXnet Group, Greater China's ICT (Information and Communications Technology) service provider, announced today its Virtual Private Network (VPN) business unit operated by Dermot Holdings Limited and its subsidiaries (collectively, the "Dermot Entities") will be acquired by 21Vianet Group, Inc. (NASDAQ: VNET)("21Vianet"), the largest carrier-neutral internet data center services provider in China, pursuant to definitive agreements entered among the parties. After the acquisition, the management of the Dermot Entities is expected to remain in place and stay actively involved in Dermot Entities' day-to-day management in at least the next two years.  DYXnet Group will retain both Data Centre and Contact Centre Business Units.

Mr. Lap Man, Founder & Chief Executive Officer of DYXnet Group commented: "We are excited and honored to join 21Vianet to deliver the best-in-class VPN service in the Greater China region. Apart from being the largest carrier-neutral internet data centre services provider in China, 21Vianet also possesses comprehensive enterprise cloud solutions which, we believe, will create strong synergy with our high quality enterprise-grade VPN service in Greater China.  Leveraging on 21Vianet's strengths in data centre, cloud computing and content delivery capabilities in China, we are expecting to see a full array of mobile cloud network services offerings in the marketplace, enabling enterprise clients to have a unique, superb and diverse experience."

Mr. Josh Chen, Chairman and Chief Executive Officer of 21Vianet stated, "We are delighted to work with Mr. Lap Man and his team to support the future growth of the VPN business and excited to welcome Dermot Entities to join our family.  Dermot Entities' VPN business has a unique network footprint and offers best-in-class, fully-managed network enabling connectivity to major Asian cities.  In addition, their tactical expertise in navigating the region has allowed them to establish a dominant market position with an impressive installed base of over 2,000 customers, including some of the world's largest enterprise and carrier customers. We believe this acquisition will also serve as an integral component of our overall cloud market strategy, as businesses increasingly seek reliable, secure, and highly customizable enterprise grade cloud services." 

Founded in 1999, DYXnet Group in now the leading ICT service provider in Greater China offering network services (MPLS VPN service portfolios), data centre and contact centre solutions to enterprise clients. Its clients include global carriers, Fortune Global companies, multinational corporations, listed companies and so on. Currently, it has business and network operations in more than 51 major Asian cities throughout Mainland China, Hong Kong, Taiwan, Vietnam and Singapore, housing over 500 office employees and more than 2,500 contact centre staff.

About DYXnet Group

Established in 1999, DYXnet is Greater China's leading ICT service provider offering global networking (including MPLS VPN service portfolios), internet access, data centre, unified communication, network security and contact centre solutions to enterprise clients with provisioning capability in many cities in Greater China and the wider Asia Pacific region. The Group provides innovative, professional and reliable services to help corporations in the Greater China region to enhance their productivity and profitability by taking advantage of top-quality IP networking services and solutions.

DYXnet serves 700 cities in Mainland China, Hong Kong, Taiwan, Singapore and Vietnam, including more than 10,000 MPLS VPN clients' sites, and hosts more than 8,600 clients' servers. It was the first batch ICT service providers in Greater China to obtain ISO 27001:2005, ISO 20000-1:2011 and ISO 9001:2008 international certifications for information security, international IT service management as well as quality control respectively. These qualifications demonstrate DYXnet's commitment to offering premium information and communication technology with outstanding customer service.

For more information about DYXnet, please visit the official website at http://www.dyxnet.com or call +852-2187-7688.

About 21Vianet

21Vianet Group, Inc. is the largest carrier-neutral internet data center services provider in China. 21Vianet provides hosting and related services, managed network services, cloud infrastructure services, and content delivery network services, improving the reliability, security and speed of its customers' internet infrastructure. Customers may locate their servers and networking equipment in 21Vianet's data centers and connect to China's internet backbone through 21Vianet's extensive fiber optic network. In addition, 21Vianet's proprietary smart routing technology enables customers' data to be delivered across the internet in a faster and more reliable manner. 21Vianet operates in 44 cities throughout China, servicing a diversified and loyal base of more than 2,000 customers that span numerous industries ranging from internet companies to government entities and blue-chip enterprises to small- to mid-sized enterprises.

Contact Information: 

DYXnet Group
Olivia Or
+852-2187-7697
olivia.or@dyxnet.com

21Vianet Group, Inc.
Eric Chu
+1-908-707-2062
IR@21Vianet.com

Joseph Cheng
+86-10-8456-2121
IR@21Vianet.com

ICR, Inc. 
Calvin Jiang
+1-646-405-4922
IR@21Vianet.com

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Frost & Sullivan: Telstra, InterCall and NTT Communications are champions in the APAC Unified Communications-as-a-Service Providers Market

-- A fragmented market poised for growth, driven by cloud and mobility

SINGAPORE, Aug. 8, 2014 /PRNewswire/ -- Over the past few years, the Unified Communications-as-a-Service (UCaaS) market has been experiencing tremendous growth in the Asia-Pacific region and is expected to remain so till 2018, helped by strong growth in verticals that have highly mobile workforces, such as high-tech, professional services, logistics, travel and hospitality services.

The UCaaS market is defined as an integrated communications and collaboration environment that combines or unifies voice, video and text communications delivered through hosted, cloud, and managed services.

The Asia-Pacific UCaaS market is expected to grow from USD1.67 billion in 2013 to USD2.98 billion by 2018, at an estimated CAGR of 12.4 percent. The telephony services segment is the most widely adopted market, and it is likely to maintain its prominence in the future. Although the audio conferencing services segment has matured, it is expected to remain an important segment throughout the forecast period. Mobility, video-as-a-service (VaaS), web conferencing and cloud contact center services are expected to be the key growth service segments during the forecast period.

In order to capitalize on the growth opportunities, the service providers are strengthening their service offerings. Frost & Sullivan has evaluated the top 10 service providers in the Asia Pacific region and assessed them using the Frost Industry Quotient (Frost IQ) matrix. The Frost IQ matrix comprises of four quadrants: champions, challengers, defenders and explorers.

The Frost IQ is a proprietary Frost & Sullivan vendor assessment tool that accurately operationalizes and captures the merits and challenges faced by technology vendors in their respective segments and geographies. The tool aims to provide key decision makers with a localized yet objective perspective of the industry in a highly heterogeneous business environment.

In the Frost IQ for Asia-Pacific Unified Communications-as-a-Service Providers 2014, Telstra, InterCall and NTT Communications have been positioned in the champions' quadrant, based on a combination of market share performance and future growth strategies as determined by Frost & Sullivan research studies. In total, the top three vendors accounted for approximately 25% per cent of the revenue generated in the segment, helped by strong partnerships as well as investments in new UCaaS technology.

Frost & Sullivan recognizes the efforts made by BT, Orange Business Services, Verizon, China Telecom, Tata Communications and AT&T in the market and has placed them into the Challenger quadrant. These providers have set up the necessary infrastructure to deliver a full suite of UCaaS solutions to both large and SMB customers and are expected to move to the champions quadrant subjected to their success in acquiring new customers.

Despite the dominant position of the top three service providers, many local service providers are steadily emerging in the Asia Pacific region. This includes SingTel, which also features in the Frost IQ.

The evolution and convergence of ICT have blurred the lines of various communication platforms such as voice, video, and data. In light of this convergence, various participants in the UCaaS market, such as telecom operators, pure-play service providers or system integrators are gradually establishing their compelling positions in the marketplace with respective service offerings and targeted customer segments.

Jessie Yu, Industry Manager, ICT Practice, Frost & Sullivan Asia Pacific, believes that the outlook for the market is favorable.

Yu says, "The necessity of having a highly mobile workforce aided by the increased usage of UCaaS solutions delivered through hosted/ cloud and managed platforms has been a boon for enterprise mobile collaboration in the Asia-Pacific region. Enterprises are also actively looking to integrate UC (Unified Communications) applications to reduce costs and complexities, and offer greater flexibility for their operations."

However, the promising market growth is not without its challenges.

"Key challenges include the ability to offer feasible and sustainable business model, telecommunication regulatory barriers in some developing countries, and the increasing competition," states Yu.

The Frost IQ (FIQ) for Asia-Pacific Unified Communications-as-a-Service Providers 2014covers telephony, email, IM/presence, unified messaging, collaboration services delivered via hosted, cloud and managed services model in the Asia Pacific region. The base year of the study is CY2013. The parameters used to determine relative positioning on the FIQ matrix include market share, product/service strategy, people/skills strategy, and ecosystem and business strategy.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies? Contact us: Start the discussion

Media Contact:

Melissa Tan
Corporate Communications, Asia Pacific
P: +65-6890-0926
E: melissa.tan@frost.com

http://www.frost.com

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