* The report highlights two major trends- increase in outsourcing contracts and service providers creating sophisticated digital capabilities to service customers
CSS Corp, a new-age IT services and technology support company in association with The Technology Services Industry Association (TSIA), has released a co-authored report named ‘2021 Trends in Outsourcing’. The report uncovers two major 2021 trends in outsourcing- increase in outsourcing contracts and service providers creating sophisticated digital capabilities’ businesses to meet the needs of enterprise customers.
The first key trend predicts an increase in outsourcing contracts this year, as many companies were grappling with their business continuity plan due to several reasons like lack of infrastructure and inability to transition to 100% work-at-home model. The second key trend focuses on how service providers have begun creating separate business units to make digital capabilities easily available to meet the requirements of large enterprise customers. Leading service providers have made great advances in sophisticated digital capabilities, including artificial intelligence and robotic process automation. This has led them to identify opportunities to effectively scale operations and accelerate development of digital expertise in support functions across enterprise customers.
The report highlights the trends and patterns that are going to be mainstream in support outsourcing in 2021 and how enterprises can leverage the right digital support partner. It showcases how the outsourcing value proposition has evolved in areas such as near-shore outsourcing, outsourcing of non-traditional functions like sales that form a significant portion of costs in XaaS companies and the rise of outcome-based commercial models. It also talks about how outsourcing can enable organizations to expand into new geographies. The pandemic has ushered in an era of work-from-anywhere which has further dwindled location dependencies and provided a fillip to remote operations.
John Ragsdale, Distinguished Vice President, Technology Research, TSIA, said, “Technology companies are increasingly forming strategic relationships with outsourcers to not only help scale support operations cost-effectively and guarantee a high-quality customer experience, but also to accelerate digital transformation. 2021 will see this trend amplify further and service providers like CSS Corp are well placed to emerge as strong outsourcing partners for technology organizations.”
“The Covid-19 crisis has emphasized the need to adopt digital technologies to build agility and resilience in the organization’s operations. Technology service providers like CSS Corp, have deep industry expertise in enabling business transformation for its customers and driving impact by blending human ingenuity with cutting-edge intelligent technology tools. As organizations look to strategize in a post-Covid business environment, it will be critical for them to strengthen their core capabilities while partnering with apt service providers to help them in their digital journeys, driving innovation and creating better experiences for customers.” said Sunil Mittal, Executive Vice President, CSS Corp.
Prioritizing technology innovation in response to a rapidly changing world has never been more important. The ‘2021 Trends in Outsourcing’ report is a useful tool for companies wanting to rapidly accelerate their digital automation journey with insights on effectively partnering with technology service providers to leverage their full potential.
About CSS Corp
CSS Corp is a new-age IT services and technology support company that harnesses the power of AI, automation, analytics, cloud, and digital to address customer needs. The company partners with leading enterprises to help realize their strategic business outcomes. Its team of 8,000+ technology and business services professionals across 18 global locations is passionate about helping customers differentiate and succeed.
About TSIA
The Technology Services Industry Association (TSIA) is the world's leading research organization dedicated to helping technology companies achieve profitable growth and solve their top business challenges. Services, Sales, Product, and Channel organizations at technology companies large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, and exceptional peer networking opportunities. TSIA's membership community consists of over 40,000 executives from 96 countries and represents 80% of the Fortune 100 technology companies.
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