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Verizon Business operates in a highly competitive communications environment as the provider of choice for tens of thousands of business customers across the United States. In 2013, Verizon’s management team decided to transition to an outcome-focused outsourced provisioning management delivery model, with associated fee structure, from a classic metrics with time and materials costing approach. This decision resulted in dramatic business process changes, with different metrics, new partner agreements, improved standards of performance, and higher customer satisfaction. Orders are now completed in fewer days, enabling Verizon Business to recognize revenue more quickly, are completed at lower cost, because less resource is required, and provide a key competitive element to Verizon. Join Julie Slattery, Verizon’s VP of Provisioning, and Nick Sellers, SYKES’ Senior Director of Strategy, to hear: · Why Verizon decided to change their outsourced provisioning approach · How outsource partner agreements were adjusted · What process changes resulted from the outcome focus · What business improvements Verizon achieved
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Peg Rodarmel, SVP, Subscription Services, Infor
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