INTRODUCTION Contributed by: Jeffrey Harvey, Randall Parks, Andrew Geyer and Cecilia Oh, Hunton Andrews Kurth LLP
outsourcing providers may be co-mingling managed services and outsourced services to a greater extent and simply hoping to become a one-stop shop for their customers. Whether or not a “blip”, build operate transfer (BOT)/ global capability centres (GCC) models are also on the rise. BOT/GCC models are not new and became rela - tively disfavoured over the last two decades. However, because these models enable customers to maintain more control over the servicing staff, customers are also in a better position to guide the technologies used and adopted by the servicing staff (as opposed to being beholden to the sometimes less nimble tools used by outsourcing providers).
Regardless of the reason, the introduction of new products, new services and new/revisited models demands that practitioners pay closer attention to the governing agreements. While many of the legal topics have not changed throughout the years, the approach to these topics certainly has and often calls for mul - tiple approaches to address the same topic – each dependent upon the technology provided.
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