As expected, emerging technologies continue to change the face of BPO, and the uncertain economy has companies reviewing outsourcing options within the U.S., nearshore in Latin American and farshore in India, the Philippines and China. Playing specific is the mantra for outsourcing industry in the year 2012, stay focused and play safe. Speakers, here at NILF-2012, also expressed, "IT service buyers look beyond labor arbitrage. Outsourcing customers want more increased global flexibility or focused services with the amalgation of better technology
IT infrastructure outsourcing has been one of the mainstays of IT outsourcing industry. Over the years, it’s composition has changed significantly. IT infrastructure outsourcing was traditionally limited to domestic outsourcing companies that had the financial and operational capabilities to build and manage data centers, network operation centers (NOCs), help desks and support end-users on the ground. In last couple of years, that model has undergone a massive change. With increased server virtualization technologies and availability of sufficient bandwidth, remote server management has become the de facto standard in data centers. This has led to offshore companies coming to the table with multiple services models and competing with traditional IT infrastructure outsourcing firms. This trend will become stronger in 2012, with offshore providers building on successes of 2011 and competing strongly in new IT infrastructure deals. I believe offshore providers have turned a new page in capacity development and service delivery maturity, with India emerging as a key hub of activity and achieving a critical mass of IT skills required for IT infrastructure management. Specifically, remote data center management, NOCs, remote end-user support and severity 2/3 help desks will see increased competitiveness from offshore service providers. I do not believe physical data centers will move away from United States. Offshore service providers will continue to work with US based data center companies to provide IT infrastructure solutions.
The duo opined, year 2012 will be all about enterprise and mobility. Outsourcing industry will face a strong need to tap this scene, i.e. "The rise of mobile apps". Whole ADM and R&D landscape will shift to meet market demand rather than the current condition of market survival and market race. For long we have been speaking of, executives and managers hate being chained to their desks, and they love the power of tablets and smart phones. Expect BPO providers to provide clients with mobile apps for monitoring and auditing outsourced processes. Features will incorporate business intelligence, dashboards, analytics and instant messaging with the provider.
The next evry prominent trend that would be important to discuss here is the rise of the “social media” and consumerisation. The growing practice of introducing new technologies into consumer markets prior to industrial markets will be the most significant trend affecting information technology (IT) during the next 10 years."Consumer IT will affect every enterprise." In 2012, expect a transfiguration shift in how end users interact with corporate information resources. The needs mobility addresses are widespread, touching nearly every process and vertical market, and are fundamental to the way any business operates. 2012 will be remembered as the year of the true transformation of the enterprise.
Allison said "going into 2012 there is an increase in the amount of information available to organizations, but it's a challenge for them to understand it. Given the shifts in control of systems that IT organizations are facing, analytics with enterprise solutions edge will certainly pave the way for new era of outsourcing market performance."