The customer journey into CEE

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Post financial crisis, there is a resurgence of demand in Central & Eastern Europe (CEE) by Western European businesses. The relocation of business processes – offshoring – has moved from the domain of the early innovators and is increasingly becoming part of mainstream enterprise strategy. Nearshoring is offshoring close to home. Interest in CEE is stimulated not only by the cost advantages relative to Western Europe’s economies, but also by the capabilities of CEE countries which offer the major European languages as well as an educated skills base able to successfully incorporate “next-generation” offshoring models.

As contact-intensive processes become more customer facing than standard transactional outsourcing and offshoring (O&O) functions, they require different skills, among which are languages, cultural understanding, and importantly time-zones closer to the parent company.

Complementing the Far East where India remains the most popular English speaking offshoring country, now CEE is becoming popular as international enterprises pool new functions and adopt increasingly global service models. 30% of the top 100 global outsourcing companies are already in the CEE region, suggesting growth potential for the rest. CEE is ranked ahead of other globally competitive O&O regions according to the World Bank’s ‘Ease of Doing Business’ rankings (Colliers International).

In order to evolve with our international customers’ changing business needs, we have expanded our SIP Trunking services – Colt VoIP Access – beyond the 13 western European countries in which we currently operate into Czech Republic, Romania, Slovakia, Poland and Luxembourg.

Enterprises are exploring how to unlock the potential to improve the overall quality of service across the company while achieving cost efficiency through integrating their voice infrastructure around a centralised IP Telephony architecture. Colt VoIP Access provides highly reliable business-grade service in all countries, offering disaster recovery, fraud management and voice security over multiple connectivity options, which allows businesses to seamlessly transition from legacy telephony to VoIP with services that include porting in all countries as well as a comprehensive feature set.

The ability to consolidate the service delivery physically and remove the need to manage multiple remote suppliers considerably reduces the costs of procurement and provisioning. Moreover, collaboration can be easily deployed as an application in a portfolio of integrated communication services– an efficient way for teams in disparate countries to work together.

SIP Trunking is inherently beneficial for enterprises to provide optimal flexibility and maximum availability compared to the lock-in of legacy systems, since our customers can enjoy native IP applications seamlessly without additional investments in hardware platforms and peripheral equipment. The benefits of centralized SIP Trunking for international businesses with offices located in multiple countries is the most compelling because of the opportunity to centralize voice on a global scale both in terms of infrastructure and procurement, and achieve the greatest possible cost savings.

We also plan to further increase our coverage into Norway, Finland and Japan, stable and mature ICT economies, where growth of advanced ICT services can be expected.

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