Voice services (mobility, fixed voice and conferencing) have become increasingly commoditised, with customer organisations focussing on realising benefits through tariff based cost savings only. However, these organisations could benefit from a new generation of voice outsourcing deals. We have been seeing an increased willingness from suppliers to offer aggressive and flexible commercial terms (including guaranteed savings of up to 30%) in order to secure enterprises’ global voice business. Organisations wanting to benefit from better management of services, innovation and technology strategy can realise extra value from their contracts if they focus on a few key areas.

This insight focuses on the top 3 areas of commercial innovation that we have seen in voice outsourcing deals.