Security, disaster recovery and business continuity are the biggest technology concerns for BPO and ITeS organisations across the globe.

One aspect of this is data security, which is important at every level whether from employee perspective or from IT infrastructure and solution perspective. As such companies need to formulate strong security policies to ensure that the confidential client data is safe as this also helps gain the trust of the client.

Network security is another aspect and without it companies would find it hard to counter a denial of service attack. Network security breaches have caused major financial losses and also led to loss of clients. A network security solution allows organizations to embrace newer technologies to enhance workforce productivity, business collaboration and effectiveness without compromising on performance or security.

Companies could consider putting in place a unified threat management solution that is scalable for future growth.
Organizations would also have to look at putting in place a converged communication set up and consolidated data centre to manage costs.

Experts say that non-critical applications can easily be put on a cloud to ease the pressure of a growing organization on the network without compromising on performance.

For a BPO that works extensively in the pure-voice environment, enhanced Interactive Voice Response (IVR) and call-routing solutions need to be implemented. The company will also need to be look at other customer touch points and use technology to route non-voice interactions. A solid data warehousing and managing solution will help the BPO resolve a customer problem.

This year, more and more companies need to engage in the social media space. Technical innovation continues to provide new avenues for consumers to interact with businesses, which then poses a new set of challenges and opportunities. Customers now more than ever expect companies to be available via chat, email and the Web.

Thus companies will need to be able to use productivity enhancing tools to make most of this communication growth.
Another aspect of implementing newer technologies is looking for ways to enhance the customer experience without increasing costs.

Tech savvy customers usually prefer a self-serve or automated service experience, which means creating a higher level of interactivity at the customer touch points. To stay ahead of the competition, businesses need to use technology solutions that optimize staff resources and transition contacts for generating revenue and improving the customer experience.