Tagged: NET

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?

Contact Us:     Start the discussion

Join Us:           Join our community

Subscribe:       Newsletter on “the next big thing”

Register:         Gain access to visionary innovation

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

Frost & Sullivan Applauds T-Systems’ Success in the IT Services Industry Through Its Customer-Centric Approach to Product Development and Service Delivery

– Through continued focus on sustainable development across all areas of business and communities it serves, T-Systems can become a significant organisation in South Africa

CAPE TOWN, South Africa, Aug. 26, 2014 /PRNewswire/ — Based on its recent analysis of the IT services industry, Frost & Sullivan recognizes T-Systems with the 2014 South African Company of the Year Award. T-Systems in South Africa has gained a reputation for providing a superior set of ICT solutions, and is one of the leading outsourcing service providers locally. The company offers end-to-end solutions across ICT operations and systems integration, and is particularly strong in the data centre and enterprise resource planning markets. T-Systems in South Africa has an extensive portfolio of services, which it delivers to organisations across a variety of horizontal and vertical sectors including IT outsourcing and SAP services to South Africa’s leading enterprises across all industries and Public Services.

Being part of the German-based Deutsche Telekom Group, T-Systems has access to the parent company’s centralized market and competitive intelligence in South Africa. Therefore, it is well-placed to leverage the international best practices in application services, infrastructure services and IT, including cloud computing, managed services and SAP solutions, and adapt them to the local market. This advantage has allowed the company to rack up a number of firsts in practices and solutions. For example, T-Systems is considered the first service provider to offer a cloud-based service for SAP solutions in the local market.

“T-Systems uses innovation as a key differentiator to enable digital transformation. By leveraging novel solutions and internalising innovative thinking in the local context, T-Systems has been able to establish the T-Systems Innovation Factory in collaboration with the Innovation Hub and the Maxum Business Incubator,” said Frost & Sullivan Research Analyst Lehlohonolo Mokenela.

“With hot-desking solutions, boardrooms and a collaboration space, the Innovation Factory was designed to foster innovation and collaborations among the company, its customers and leading market experts.”

Emerging technologies such as cloud computing, big data, collaboration and mobility help customers achieve closer proximity to their customers and workforce, a concept T-Systems calls ‘Zero Distance’. Zero Distance is all about providing solutions that address consumer pain points, which will ensure operational efficiency and boost revenues.

T-Systems other notable efforts to innovate to zero distance include the Zero Outage quality initiative, which is aimed at ensuring that employees are prepared to handle occasional power failures and outages. This is supported by a training and certification program to reinforce a Zero Outage mindset, encouraging employees to conceptualise new ways to reduce the time to repair outages and improve processes to prevent recurrences.

Meanwhile, the Zero Outage Supplier Certification programme complements the Zero Outage initiative by confirming quality across the value chain. The Zero Deviation quality initiative ensures that projects run according to the agreed timelines, cost and quality levels contracted with the customers. Lastly, the Intensive Quality Care initiative facilitates the remediation of escalated environments in collaboration with customers to agreed service levels as rapidly as possible.

T-Systems has developed a standardised portfolio of data centre, collaboration and end-user services, and gradually migrates enterprises’ processes from legacy systems to dynamic high-performing ICT. As a result, by the time cloud and big data services become more mature and ready for use by enterprises, T-Systems would have set the stage to support the services. One of T-Systems’ key strengths is having shared platforms over which services are provided and then having a different journey with each customer based on their specific needs.

Beyond profit-driven objectives and maximizing investor value, T-Systems has demonstrated a willingness to embrace a more powerful ideal of bringing greater value to customers and the country. Aligned with the National Development Plan, T-Systems contributes through skills development, localisation and job creation. This is demonstrated in the company’s participation in South Africa’s transformation objectives. A long-standing investment in the ICT Academy and the T-Systems Learnership programme is proof of its commitment and passion for skills development within the ICT sector.

“The company has been able to maintain a local relevance in its understanding of the market, by employing a predominantly South African workforce that has better insights into the local market,” noted Mr Mokenela. “Despite Deutsche Telekom’s majority shareholding in T-Systems in South Africa, an estimated 97 percent of the company’s employees are South African.”

The company’s core values ensure that it adapts to its local environment, in terms of culture and enterprises. This also enables it to provide more tailored, non-generic solutions across industries and enterprises.

Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in terms of growth strategy and implementation. The award recognizes a high degree of innovation with products and technologies and the resulting leadership in terms of customer value and market penetration.

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 T-Systems

Drawing on a global infrastructure of data centres and networks, T-Systems operates information and communication technology (ICT) systems for multinational corporations and public sector institutions. T-Systems provides integrated solutions for the networked future of business and society. Some 50,000 employees at T-Systems combine industry expertise and ICT innovations to add significant value to the digitization strategies and core business of customers all over the world. T-Systems generated revenue of around EUR 9,5 billion in the 2013 financial year.

Since the inception of T-Systems in South Africa in 1997, the company has cemented its position as one of the most successful T-Systems companies outside of Europe. A leading ICT outsourcing service provider locally, T-Systems offers end-to-end ICT solutions in both the ICT Operations and Systems Integration markets. Their extensive portfolio of services covers the vertical, horizontal, IT and TC space. T-Systems South Africa’s head office is located in Midrand with another major office in Cape Town, and 20 further representative offices in locations throughout southern Africa.

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”

T-Systems in South Africa press contact

Lebohang Thokoane
Head of Marketing & Communications
@: Lebohang.Thokoane@t-systems.co.za
T: +27(11)266-0266
M: +27(78)803-0634

Frost & Sullivan press contact

Samantha James
Corporate Communications Africa, Frost & Sullivan
@: samantha.james@frost.com
T: +27-21-680-3574

Frost & Sullivan Applauds HERE for Evolving from a Dedicated Navigation Company to a Pioneer of Automated Driving Solutions

— HERE aims to offer drivers, pedestrians, cyclists, and public transportation riders with top-quality navigation services and tools

MOUNTAIN VIEW, Calif., Aug. 14, 2014 /PRNewswire/ — Based on its recent analysis of the automotive connected services industry, Frost & Sullivan recognizes HERE, a Nokia company, with the 2014 North America Frost & Sullivan Award for Technology Innovation Leadership. HERE, an industry leader in in-vehicle maps and navigation, brings together NAVTEQ’s automobile mapping expertise with application and platform capabilities from Nokia Services. The company is breaking out of the confines of maps and navigation content to offer connected, embedded navigation solutions and programs that provide better location awareness.

HERE has demonstrated remarkable technological competence in rolling out connected vehicle innovations, especially HERE Auto, its flagship embedded solution. HERE Auto has an impressive list of features, including indoor navigation and offline usage, which helps travelers that are in locations without connectivity by providing offline routing to the final destination.

“HERE maps were used in over 10 million vehicles sold in 2013, and every four out of five cars with an in dash navigation system across Europe and North America has a HERE solution,” said Frost & Sullivan Research Analyst Douglas R. Gilman. “HERE aims to replicate the success it enjoyed in the mapping and navigation field in the automated driving market.”

Using vehicles equipped with hi-tech sensors and LiDAR, HERE can collect 700,000 3D data points per second and 100 terabytes of data every week. It then uses its cloud technology to store the data and develop a highly precise, three-dimensional road infrastructure, called HD (high-definition) Map. HERE’s established automotive-grade quality mapping, coupled with its data collection and navigation experience, enable it to provide clear direction and guidance for superior automated driving.

HERE collects 60 billion probe points every month to train its predictive analytics engine and eventually offer a level of convenience and ease that the industry has rarely experienced. The data collected allows a fully automated vehicle to give priority to passenger safety. This technological sophistication has helped automakers prove that automobiles are not simply meant to transfer people and goods from point A to point B.

That sophistication enables HERE to offer high levels of personalization, which ultimately leads to unparalleled driving experience. If the driver wishes to stop at a grocery store on his or her way home, HERE can seamlessly reroute the vehicle. In addition it could show parking spaces near the destination and eventually even automatically detect a low gas tank and reroute drivers to a preferred gas station.

In its bid to constantly enhance user experience, HERE recently acquired Desti, a company focused on personalized search, as well as Medio, a leader in predictive analytics. It also partnered with almost every original equipment manufacturer and system vendor, as well as the automotive software giant QNX. Through these partnerships and acquisitions, HERE improves the level of predictability, which allows the end user to humanize his or her search parameters, creating a unique and personal set of location services.

“With humanized driving, the vehicle will implement the best practices derived from the collected data in the cloud as soon as the driver enters the car,” noted Gilman. “If the husband is using his wife’s car, the humanized driving element will adjust driving settings to suit the husband’s habits. The cloud data improves the driver experience, as map measurements down to the centimeter are used to enhance the safety, comfort and convenience of the driver.”

Meanwhile, in cities such as Chicago or New York with more developed public transportation services, HERE can deliver the most efficient method of navigation via bus, subway, or both. HERE Transit, a companion app to HERE’s mobility portfolio, provides users with instant departure times and route information.

HERE’s proprietary cloud solution supports the innovation behind HERE’s multiple product offerings. When automated driving becomes the norm, the humanized and dynamic driving features will need instantaneous updates, which can be provided through HERE’s cloud storage. Overall, HERE’s dedication to the industry and consumers places it rungs above the competition.

Each year, Frost & Sullivan presents this award to the company that has developed an innovative element in a product by leveraging leading-edge technologies. The award recognizes the value-added features/benefits of the product and the increased ROI it offers customers, which, in turn, increases customer acquisition and overall market penetration potential.

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 HERE

HERE, a Nokia company, is a leader in navigation, mapping and location experiences. We combine highly accurate and fresh maps with cloud technology to enable rich, real-time location experiences in a broad range of connected devices – from smartphones and tablets to wearables and vehicles. To learn more about HERE, including our work in the areas of connected and autonomous driving, visit http://360.here.com

Media Enquiries:
HERE, a Nokia company
Communications
Tel. +358 (0)10 448 4900
Email: press@here.com

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

Contact:
Mireya Espinoza
P: 210. 247.3870
F: 210.348.1003
E: mireya.espinoza@frost.com

Frost & Sullivan: Explosion of OEM’s Investments in Automotive Connected Services in Brazil and Mexico

— Combined telematics subscriber base in both countries to reach over 1.6 million by 2020

SAO PAULO, Aug. 12, 2014 /PRNewswire/ — Brazil and Mexico have a strong and well-developed automotive aftermarket, with service providers (SPs) offering stolen vehicle tracking (SVT), monitoring and immobilization solutions. However, passenger vehicle original equipment manufacturers (OEMs) are looking to go beyond the existing basic service offerings to create new revenue streams and boost their presence in these countries. Connected services are expected to play a vital role towards brand differentiation and maintaining market share in an increasingly competitive automotive market.

Automotive Connected Services.

Automotive Connected Services.

(Photo: http://photos.prnewswire.com/prnh/20140811/135074)

New analysis from Frost & Sullivan, Strategic Analysis of the Automotive Connected Services Market in Brazil and Mexico, finds that the total number of telematics service subscribers in Brazil will go up from 4,800 in 2013 to nearly 1,300,000 in 2020. Mexico’s telematics subscriber base, on the other hand, will grow from 2,000 in 2013 to approximately 330,000 in 2020. By the end of the forecast period, automotive connected services is expected to penetrate between 26 to 28 percent of new cars sales in Brazil and approximately 23 to 25 percent of new cars sold in Mexico. The study covers automotive connected services offered by vehicle OEMs and independent aftermarket solutions.

“In Mexico, the provision of automotive connected services in vehicles from General Motors, and the expected introduction of these services by other premium vehicle OEMs, will propel the market,” said Frost & Sullivan Automotive & Transportation Industry Analyst Yeswant Abhimanyu. “Likewise, the market in Brazil will expand as more vehicle OEMs venture towards offering telematics services.”

However, the high cost of vehicles in markets such as Brazil could dampen sales volumes, considering that over 60 percent of cars sold are from the price-sensitive A- and B- segments. Also, since purchasing vehicle insurance is not mandatory in Brazil, insurance-coupled telematics services might not find much acceptance among cost-conscious customers. As customers begin to realize the value of insurance in the event of car theft and other situations, insurance-coupled telematics offerings will grow in popularity.

The continued delay in the implementation of the Conselho Nacional de Transito (CONTRAN) 245 mandate that requires the installation of anti-theft equipment in all new vehicles in Brazil is also understood to be slowing market development. In light of the different possible scenarios, vehicle OEMs and other participants along the value chain are unsure whether to introduce telematics services just yet. This, along with a debate regarding the right mix of automotive connected services to offer customers, is slowing market introduction and current potential.

“Partnerships among vehicle OEMs and SPs are expected to pave the way for the advancement of the automotive connected services market in Brazil. While vehicle OEMs can take advantage of the bandwidth and scope that SVT and immobilization service providers have in the country, the SPs can move towards complete, high-end telematics service providers (TSPs),” noted Abhimanyu. “Vehicle OEMs might even extend their partnerships to hardware manufacturers and other value chain participants, using innovation and flexibility as key decision-making criteria to choose appropriate partners.”

SPs across Mexico could also consider partnering with vehicle OEMs to broaden their service offerings and thereby attract more customers. Focus should lie in providing advanced telematics services such as turn-by-turn navigation and automatic crash response.

Strategic Analysis of the Automotive Connected Services Market in Brazil and Mexico is part of the Automotive & Transportation (http://www.automotive.frost.com) Growth Partnership Service program. A complementing study, Voice of the Consumer (End Consumers – Car Owners) that looks at the consumer’s willingness to pay for connected services, the features of interest, and the effects of the smartphones, is also in progress.

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

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

Strategic Analysis of the Automotive Connected Services Market in Brazil and Mexico
NB81-18

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/20140812/8521404521