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CIO: Big Data Analytics Gold for the Call Center

"Every contact is counted, routed, measured and scored. Agent performance is actively measured," says Tony Filippone, executive vice president of research for sourcing analyst firm HfS Research. "Other key process owners, like finance and accounting or claims adjudication, wish their data was as rich."....

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Phil Fersht to Keynote SSON Conference in Prague

The 2012 edition of the Shared Services and Outsourcing Exchange will take place from 16 – 18 September in Prague, Czech Republic. HfS Research CEO, Phil Fersht, will be the keynote speaker.

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ZD Net: Budget, internal resources pivotal in biz PaaS choice

Robert McNeill, research vice president of cloud services and IT outsourcing at HfS Research, attributed the ongoing flux in the PaaS space to "[service] provider innovation".

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What's worrying Indian IT services and can Infy, TCS, Wipro, HCL Tech come out unscathed?

The Economic Times reaches out to HfS Research Director Brian Robinson, who says "that competition and pressure on all service providers have increased due to three factors"...

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WSJ: Former Colombia President: Why Latin American Outsourcing Is Limited

IT outsourcing is growing in Colombia, but the country’s schools don’t produce enough tech-savvy students to fill the jobs... WSJ reaches out to HfS to discuss outsourcing growth in Latin America.

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Cognizant Technology Has The Right Stuff To Lead Pack

Outsourcing firms that perform work in India are growing at rates that outpace the information-technology services industry... Investor's Business Daily asks Phil Fersht to weigh in on the financial services outsourcing industry...

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Software vendors should diversify, but don't rush

ZD Net reaches out to Robert McNeill, research vice president of cloud services and IT outsourcing at HfS Research...

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