VIPdesk Helps Chart the Future: Homeshored Brand Ambassadors and the Shifting of the Customer Management Landscape

This IDC study examines the migration that is taking place along the customer management value chain through an examination of one vendor's solution set. It explains that:

It is fair to note that providers are no longer simply performing basic servicing for cost-effective product purchases such as infomercial response. The new emphasis is on providing a "more intuitive and naturally scripted customer care experience" that meets specific metrics and high customer satisfaction. At the same time, VIPdesk offerings fit neatly into a current context of unfolding trends that are buoying the home-based agent model. A good illustration is provided through a retail client of VIPdesk that wanted to provide highly specialized customer service while ensuring that the level of service and brand reinforcement was on par with the client's in-house customer service.

"At a time of such intense competition within the realm of customer management BPO ? with players from the United States, Europe, and South Asia vying for an edge ? it is perhaps a propitious time to look at the offerings of home-based vendors such as VIPdesk." ? Stephen Loynd, program manager, Contact Center Services program