The cloud connection

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Client queries always give us new perspectives and a reason to go back to the drawing board. Clients often expect a game-changing tactic from service providers, a solution which is not only innovative but disruptive as well. Clients want an out-of-the-box strategy, which can not only add value to their business, but also one that can create win-win situations. A solution needs to be positive, growth-oriented and most importantly, technologically compatible. With the right deliverables, it can not only pave the way for success but also enhance business on the whole.

Customer expectations are high, but at the same time, well-grounded and sensible. With growing competition in the market, there’s going to be more bottlenecks ahead, as technology advances and client requirements are bound to change along with them. This would challenge service providers on a whole new level. Since the market fluctuations are high, leading to highly unpredictable situations, it is absolutely necessary to establish an organisation that is agile and ready for such changes. It is also the responsibility of tech-savvy companies to think out-of-the-box to create unified platforms that not only focus on the advancement of technology, but also can utilise human resources. A conducive ecosystem is key in forming an unmatchable alliance between the two, resulting in an organisation that is truly technology driven and people focussed.

Concept and strategy While strategies were being formulated to bridge the gap between clients and servicing teams, cloud services technology brought a whole new concept of providing solutions on a global scale. Integrating all BPO operations, on to a unified platform is no easy task, yet today, cloud has become a reality. Technologists have adopted, applied and used cloud to an extent where a company’s operations are made easier and faster than ever. Cloud is a platform which can simplify and unify complexities, such as the proper integration of technology and people. A winning scenario is when cloud technologies can be leveraged along with human resources, making solutions more agile, accurate and integrated. Today cloud stands to be an innovation that is destined to bring about a positive change and a faster, more efficient mode of operation in the industry.

Next Generation BPO
So how does BPO cloud function? It has three modes of operation that ensure meticulous delivery of services.

1. One client, many teams
Teams from various domains cater to the requirements of a particular client. The cloud platform allows teams to pool in their expertise and skills for requirements that are not confined to a single process. This allows a service provider to simultaneously plan and deliver solutions, without the need for sequence or stages of service delivery. This process enables the breakdown of complex processes to simple, easily applicable functions. This is possible through clear communication lines across domains, timely monitoring of the client’s requirements and adherence to timelines.

2. One client, one team
This approach is highly focussed, wherein a single multifunctional team is allocated to a particular client. This improves the team’s familiarity of the client’s processes and their requirements, it also gives the service provider an opportunity to anticipate requirements and provide recommendations. This also allows the service provider to have in-depth knowledge about client processes, hence reducing the probability of oversight and errors. As a result, this type of team will ensure that the services promised are delivered as per requirements and in a more client friendly fashion.

3. Many clients, one team
This approach demonstrates the concept of managing multiple clients under a single operation. This caters to multiple clients on a single, unified cloud platform. This concept is operationally executable only when the team is extremely specialised in its own function. Clients sharing similar requirements can be pooled into one category, which can then be handled by a single team. The team will manage stringent deadlines, and deliver high quality services in a particular domain.

In conclusion
Cloud technologies have brought about a number of benefits, the most impactful one being the availability of a remote workforce at your disposal. This technology not only overcomes infrastructural and geographical barriers, but enhances the global delivery model. The way forward for cloud technology is to match technology with people. It’s a known fact that cloud technologies reduce costs and deliver agility, reliability and scalability, but the most important aspect is how data can be accessed by both the client and the vendor from across the globe. Organisations not only need to be more proficient and adept in providing quality services, but also need to evolve with timely innovations to pitch in newer and user friendly cloud platforms, hence pioneering the usage and implementation of cloud in BPO.

-By Debaprasad Chakravorty AVP - Senior Domain Principal Infosys BPO

The thoughts and opinions shared here are of the author.