Call Center August 2002 News

  • August 2002
    • Study Sees BPO Demand In India Growing At 15%
      Demand for businessprocess outsourcing (BPO) within the country is likely to grow by 15 per cent per annum, according to a study undertaken by the Associated Chambers of Commerce and Industry of India (Assocham).Based on the study covering 240 top decision-making executives from a range of service industries across the country undertaken by Assocham, 92 per cent of the respondents were of the view that their overall use of outsourcing would increase over time.
    • Ram Informatics Turns To BPO Training To Offset Losses
      Hit hard by the IT slowdown, particularly in the IT education sector, Ram Informatics Limited, engaged in software solutions services and IT education, has entered the BPO arena by converting its existing education & training centres into BPO training centres.“As a result of the global slowdown and slump witnessed in IT training and education sector, the company had seen a cascading effect on the education and training front, which resulted in revenues falling by nearly 40 per cent compared to the previous fiscal,” the company said in its annual report.
    • India ahead on people count in ITES; lags in infrastructure, environment
      India, as a destination for IT-enabled services (ITES) leads in terms of people factors but lags behind in infrastructure and environmental factors compared to its nearest rivals.According to the latest report on ITES held by CII-KPMG, people factors like skillsets, costs and institutions put together have a weightage of 60 per cent while infrastructure and environmental factors account for 30 and 10 per cent respectively in determining the positioning of countries for ITES.
    • Concerto, CIMS developer, plans development centre in India
      US-based Concerto Software, a leading provider of customer interaction management software (CIMS,) widely used by call centres across the globe, plans to set up its development centre in India. Speaking with eFE, Concerto Software president and CEO James D Foy said, “It is very much in the pipeline. And with the kind of pace we have grown here, it can happen anytime.”Concerto Software vice-president for Asia Pacific Pramod Ratwani said the company had earlier committed to spend $-5 million into its Indian operations — mainly to build a sales team and channel partners. “We are almost through and the response from the market here shows that we need to increase investments substantially.”
    • Talisma offers new range of customised services
      Talisma Corporation, a provider of customer relationship management (CRM) solutions on August 21 launched its new business initiative, Talisma Expert Services, that offers a series of CRM related outsourced services.The initial suite of seven service offerings will provide flexible solution to customers whether they deploy, host or outsource their CRM solution, Rekha Menon, India country manager, Talisma Corporation, told reporters on August 21.Taslima will invest about Rs 5 crore over the next 12 months in Talisma Expert Services. Most of these offerings will be provided from Taslima’s facility in Bangalore that provides outsourced support, she said.

      The new initiative is in response to evolving market requirements where customers are looking for customised, yet cost effective solutions that help them improve and manage their customer relationships, Punit Modhgil, director, product marketing, Talisma Corporation said.

      The new initiative offers expertise in customer support helpdesk, analytics and campaigns that drives down the total cost of woning CRM technology.

      For customers who prefer to deploy Talisma CRM in-house, Talisma Expert Services offers Talisma, Fastrack, Talisma Outsourced Administration and Talisma Outsourced Analytics, Modhgil said.

      The hosted solution, Talisma Online Services provides customers access to the application hosted and managed by Talisma Expert Services, all the 24 hours.

    • NIIT moves to cash in on ITES demand
      In an attempt to cash in on the rising demand for manpower in the IT-enabled services (ITES) sector, NIIT is setting up e-recruitment kiosks in 2,500 NIIT centres across the country. NIIT, through its ITES division called Planetworkz has developed an e-recruitment tool called Sorting Hat to be installed in the NIIT centres. Using these kiosks, NIIT will conduct live tests to select suitable candidates for the ITES industry. These tests will be recorded for the convenience of the ITES companies who can then select candidates by accessing the readymade database.
    • Supersight Ceequence Technologies Ltd (SCT) Kicks Off BPO Facility In Chennai
      Supersight Ceequence Technologies Ltd (SCT) has set up a 75-seat business process outsourcing (BPO) facility in Chennai and is planning to ramp up its business soon. SCT has recently tied up with the Foresight group of London to develop IT enabled services as one of its core businesses.“We will shortly scale up to 150 seats. We plan to have 1,500 seats by 2005. We expect to clock a turnover of $100 million by 2005. Foresight group will invest $2 million (Rs 10 crore) in the company”, said Mr Rajesh Somasundram, director (operations), SCT.
    • Magus charts course for rapid ramp-up
      The IT-enabled services (ITES) sector is definitely on the upswing with one company after another announcing major plans. This time it is a Mumbai-based contact centre company, Magus Customer Dialog Private Limited, that has drawn up a road map to add another 1,500 people in the next 18 months.The company is planning to raise $4 million from either a venture capitalist or a strategic investor before the end of this year. “We are planning to raise funds to set up our international contact centre,” Magus Customer director S Shyam Sunder said. He, however, did not disclose any names of the likely investors.
    • Karvy Set To Join BPO Bandwagon
      “We are looking at opportunities—anything to do with back office, maintenance, third party services and other financial related activities—to prove our expertise in this area. We understand the quality, risks in the back-office processing and at the same time also understand our strength in the field gained over last two decades. Accordingly, we decided to exploit it for our future growth,” he said. Karvy is in talks with international clients for various financial back-office services. The company is waiting for a possible collaboration to start with, Mr Parthasarathy said. Karvy may set up a separate division in Hyderabad to take care for the BPO foray.
    • Infy’s CMO quits to join Wipro’s BPO division
      Software major Infosys Technologies Limited’s Chief Marketing Officer Sanjay Joshi has quit the company to join its competitor Wipro as Chief Executive to oversee its business process outsourcing (BPO) operations.Joshi’s exit comes close on the heels of resignation of Phaneesh Murthy, who was head of global sales and marketing, to fight a suit filed against him and the company by a former employee for alleged sexual harassment.An Infosys spokesperson confirmed to PTI that Joshi has quit.

      A Wipro spokesman said Joshi would be based in Dallas in the US to oversee BPO operations. He would be a member on the Board of Directors of Spectramind.

      As part of its major foray into BPO space, Wipro had recently concluded the transaction for acquisition of 66 per cent stake in the Spectramind e-services Private Ltd, which increased the company’s aggregate interest in Spectramind to 90 per cent.

    • WNS To Set Up Another BPO Centre With $3 M
      WNS (Holdings) Ltd, a Mumbai-based business process outsourcing (BPO) company in which private equity player Warburg Pincus has a majority stake, is planning to invest $3 million to set up its third BPO centre by 2003.WNS already has two BPO facilities, one each in Mumbai and Pune, with a total capacity of 1,100 seats. By early 2003, it also intends to ramp up the capacity of these centres to 1,500 seats totally.
    • Infowavz raises $5 million in round-2 funding from ICICI
      Mumbai-based Infowavz, a third party contact centre company has closed its second round of funding of $5 million from ICICI Ventures. Further, the company is in discussions with a Mauritius-based financial investor and its existing investor (ICICI Ventures) to raise $5 to 6 million as part of its third round.ICICI Ventures earlier had invested $2 million as a part of the first round, which gave it a stake in Infowavz.
    • BPO, e-governance to be focus of B’lore IT.COM
      Emerging sectors in IT-Business Process Outsourcing (BPO), e-governance and banking and finance would be under spotlight at the Bangalore IT.com 2002, which gets underway in the city from October 28.The five-day show, billed as Asia’s largest international Information and Communications Technology event, has been advanced to begin from October 28 instead of from November 1 to 5 to avoid clashing with Diwali celebrations.Briefing reporters, Karnataka IT Secretary Vivek Kulkarni said the event would have a special pavilion featuring BPO summit and a conference on e-governance providing a platform for state governments and IT companies.

      Banking, finance and insurance would be another focus area, offering an exclusive forum for banks, financial institutions and insurance companies and IT companies that offer solutions in this vertical, he said.

      The last few months, it was noted, have witnessed increased investment in the BPO sector in India, which has been estimated to grow to $ 24 billion by 2008, as per NASSCOM-MCKINSEY report.

      Governments of Germany, Singapore, Britain, Sri Lanka, Korea, Japan, Mauritius, Bangladesh, Taiwan and Belgium have confirmed their participation in the event, the organisers said.

      Karnataka IT Minister D B Inamdar said the response to the event this year was expected to be more than last year’s, which took place in the immediate aftermath of the terrorist strikes on the World Trade Centre (WTC) in the US.

      Inamdar said the Karnataka government would announce an IT-enabled services (ITES) policy soon and it was expected to attract more companies towards the BPO operations.

      Kulkarni said the event would feature a special pavilion called “Tech States” for state governments that are innovative and seek to attract technology industries to their states.

      He said last year’s (2001) event was estimated to have generated business to the tune of $ 250 million.

    • Was spectramind too costly a call?
      Has Wipro Technologies Ltd paid too high a price to acquire 90 per cent stake in BPO player Spectramind?. This is a question bothering analysts and investors ever since the IT major announced that it had acquired majority stake in Spectramind by shelling out a total of $93 million to clinch the deal.

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