Digital Transformation Services - MIT ID Innovation
Virtualization is the next evolution of outsourcing
1. Technology has enabled new ways for organizations to operate
and pioneering companies are once again leading the evolution of
business with the use of cloud computing and the virtualization of
business services. The disaggregation of talent, orchestrated centrally by
virtual business process outsourcing (BPO) organizations, enhances
productivity and creates a competitive advantage.
Similar to the way e-commerce business models have transformed the
retail and video rental industries, the virtualization of business services
represents the most significant shift in the structure of business
organizations since the original concept of outsourcing introduced by
Ross Perot at EDS in the 1960’s. In an intensely competitive market, with
significant financial pressures demanding greater productivity at a lower
cost, organizations are completely rethinking how to structure their
workforce in order to become more nimble and responsive to the market
while remaining customer-centric.
Arise Virtual Solutions Inc.
3450 Lakeside Drive
Miramar, Florida 33027
www.arise.com
Virtualization is Enabling
the Workforce of the Future
By John Meyer, CEO & Co-Chairman,
Arise Virtual Solutions Inc.
Defining Virtualization:
• Virtualization is not simply a work-at-home solution, also known as
telecommuting, it is crowd sourcing a network of free agents with highly
specialized skills and passion for work.
• Virtualization enables organizations to leverage latent talent pools
where the talent resides, not necessarily where the company resides.
• Virtualization leverages technology and minimizes unnecessary fixed
costs like real estate.
No Boundaries, Better Results.
™
2. Online Tools ENABLING Virtualization:
• Virtualized Recruitment Services
• Virtual E-Learning & Certification with Award Winning Curriculum
• Workforce Planning & Scheduling in 15 minute Intervals
• PCI Compliant Security Tools
• Objective, Data Based Performance Evaluations
Arise Virtual Solutions Inc.
www.arise.com
All Done in the VIRTUAL World
Independent contractors have performed services for years, however the ability to organize and orchestrate
independent contractors for the provision of services on behalf of large scale operations has evolved only recently.
In our consumer oriented culture, it is no surprise that the customer service industry is leading the way with the
adoption of virtualization. Customer service is a function with well defined, highly measured and constantly evaluated
results. This is only the start as organizations begin to define the next tier of contact center-like functions such as
health claims processing, mortgage servicing and financial planning.
The use of independent contractors enables organizations to leverage highly skilled professionals and match them
with customers with similar interests and location. Brand enthusiasts interact with their clients and consumers with
passion, resulting in an enhanced customer experience, which often leads to improved up selling and cross-selling of
additional products or services. By matching customer service representatives with customers based on geographic
location, the customer experience is highly localized, resulting in a high degree of cultural affinity and, again, an
improved customer experience compared to far away locations like India and the Philippines.
Arise pioneered the virtualization of customer service in the 1990s, and has continued to innovate and enhance its
ability to utilize a vast network of independent businesses with access to over 25,000 Client Support Professionals
certified to provide customer care, sales, and technical support services to Fortune 500 companies. A virtual network
of certified professionals delivers a higher quality of service at a lower price and with greater flexibility. Customer
service professionals ramp up and down quickly to adjust to changing business needs due to seasonal fluctuations or
even within a specific day.
Organizations in other industries are also using virtualization to transform their industries. For example, Axiom, the
largest and fastest growing provider of managed legal services to Fortune 500 companies, is transforming the legal
industry. Axiom organizes over 800 attorneys with specialized skills, all available to provide legal services to a
multitude of clients with zero unnecessary overhead.
Virtualization is the
next evolution of
outsourcing
3. Arise Virtual Solutions Inc.
www.arise.com
In the past, individuals preferred the traditional employee-employer model because it offered the perceived concept of financial
stability with a steady income, pension and additional benefits. The Great Recession of 2008 has proven that the traditional worker
model has forever morphed, as organizations shift people resources to adapt to changing business needs. Companies endure a
great deal of expense to adapt their business using the traditional model, and workers suffer from a lack of an income as “jobs” are
reduced. Increasingly, the traditional model is a lose-lose scenario for both employers and workers.
The future of work will consist of organizations establishing business relationships with individuals who bring specific skills to the
table. An Independent Business Owner model enables a much more efficient relationship between an organization and an individual
or group of individuals. It is the highest form of economic efficiency, allowing the free market to set supply and demand, much like
Adam Smith, the author of The Wealth of Nations and father of modern day economics and capitalism first advocated.
Organizations and the professional both gain unmatched flexibility and, contrary to conventional wisdom, greater financial stability
and security. Independent business owners work when they want, for as many hours as they want, from any location and for multiple
companies. Compensation is based on performance, with the best performers receiving the highest compensation.
Due to the flexibility of virtualization, organizations can easily access a latent talent pool of highly intelligent and educated individuals
who were not part of the workforce due to location or the demand of a typical full-time job. Stay-at-home moms, bounce back
retirees, and college students who typically require flexibility are now accessible. Talented individuals located in rural or remote
locations are also becoming more and more accessible as the adoption of high-speed broadband increases. Military families,
including military spouses who in the past had difficulty maintaining a career as they moved from base to base and veterans who
offer tremendous discipline and passion for meaningful work opportunities, can now become valuable members of the economy as
owners of independent businesses and highly trained professionals.
Virtualization changes the dynamics of work. Rather than marching to the tune of a command-and-control culture, people march to
their own tune based on their individual needs and desires. Workers who have their own businesses are more accountable, take
on more responsibility and are passionate about delivering the best experience possible. By aligning all the incentives from
customers to virtual BPO providers to Independent Business Owners, value is maximized across the entire ecosystem with results
and rewards being truly transparent.
Geoffrey Moore, the author of Crossing the Chasm, a highly respected book on the adoption curve of major business trends, recently
remarked, “To prepare for the impact and capitalize on the opportunities introduced by the future of work, enterprises must revisit
their internal organizational models and cultures, their external relationship models and commitments, and the IT systems needed
to connect all parties together in a productive, responsive ecosystem.”
Virtual Workforce for the FUTURE
An Independent Business Owner model
enables a much more efficient relationship
between an organization and
an individual or group of
individuals.
