Parameter Calibration, Customer Load Balancing and Security Aspects for Multiplexing of BPO Infrastructure

Outsourcing, during its establishment phase, focused on the socio-economic and the managerial concerns of the companies, countries and people involved. As we progress toward the next generation of outsourcing, we need to ascertain a technology framework that would permit us to outsource in a secure and optimized manner with reduced reliance on litigations approach. This paper discusses Business Processing Outsourcing (BPO) infrastructure from the parallel and distributed computing perspective. Multiplexing of BPO infrastructure using Customer Interface Array (CIA), is organized as a distributed environment across various service centers to minimize delays, maximize efficiency and improve customer satisfaction. Three primary parametersCustomer Satisfaction Rate (CSR), Cyber Crime Index (CCI) and Civil Infrastructure Status (CIS) take into account various social, economical, cultural and geographical aspects of BPO operations in which the service centers are located. The paper discusses a Fuzzy Logic based methodology for customer load balancing across the various service centers. This algorithm is for deployment at the level of the Inter-Dialoguing Processor (IDP), which is used as a resource for facilitating communication between the CIA and the various service centers. IDP is useful to establish context-awareness in BPO environment. The paper brings out the possibility of new hardware add-on cards with associated software development specifically tailored for BPO and IT outsourcing activities. Index-Terms: BPO, Outsourcing, Parallel and Distributed Processing, Fuzzy Logic, Performance Evaluation, Middleware Resource Management, Service Composition, Multicasting in Networks, Sourcing Governance Requirements