Call Center November 2002 News

  • November 2002
    • NIIT SmartServe bags $10 m BPO order
      NIIT’s remote business process management services subsidiary, NIIT SmartServe has bagged a $10 million order from UK headquartered Misys Independent Financial Advisory Services (MIFAS) Plc, a wholly owned subsidiary of Misys Plc., is engaged in providing support and research services to Independent Financial Advisers (IFA) in the UK. Misys Plc., is a leading provider of software products for the international banking and healthcare industries.
    • MsourcE, US Women’s Chamber of Commerc in pact for CRM
      MsourcE Corporation, the wholly owned subsidiary of Mphasis BFL, has announced today that it has entered into a partnership to provide the complete gamut of customer care services to the US Women’s Chamber of Commerce (USWCC), a non-profit membership organisation for business and career women, dedicated to developing leaders, accelerating economic growth, and providing a community voice for women.
    • Wipro Spectramind to set up new ITes facility in Kolkata
      Wipro Spectramind Ltd has decided to set up its fourth IT enabled Service (ITeS) centre in Kolkata.The proposed centre will be located at the same building in Salt Lake electronic complex where Wipro is setting up its software development facility on a land of 522,000 sq ft.
    • 3.3 m US Services jobs will go offshore by 2015: Forrester
      By the year 2015, about 3.3 million US services industry jobs and $136 billion in wages will move offshore to countries like India, China and the Philippines. According to Forrester Research, in the near term, about 4 lakh US jobs would have moved offshore by end of 2003. About 70% of these  or 2.8 lakh jobs – will come to India. In 2000 that number stood at one lakh US jobs moved offshore. The wage bill associated with it was $ 4 billion.
    • Call center industry driving the growth of ICRM in India
      The interaction customer relationship market (ICRM) in India is likely to touch a total of $149.6 million in 2008, according to a study by the leading consultants, Frost and Sullivan. The market is expected to grow at a steadier compound annual growth rate (CGAR) of 25.2 per cent.The study also emphasizes that the market registered a high growth of 129.4 per cent to touch $31 million in 2001. “This growth was primarily driven by growth of both inhouse and outsourced call centers in India that cater to the international demand” the study says. The report also points out that the outsourced call center market would be the key driver for ICRM in India. Frost and Sullivan’s research on the Indian call center market says that the outsourced call center market is likely to grow at over 22 per cent CAGR over the year 2002, to 2008.
    • iGate Sets Aside $50 M For BPO Foray, Expansion
      Nasdaq listed US-based iGate Corporation is planning to invest a total of $50 million in India in the next 12-18 months. Of this, up to $40 million will be pumped into its business process outsourcing (BPO) foray while $10 million has been set aside for expansion of the development team.The company is planning to take both these initiatives through its subsidiary Mascot Systems Limited, where 88 per cent of the equity is held by iGate while the rest is held by the public.
    • Bangalore labs readies for technical support desk initiative
      After its entry into the managed infrastructure/managed services domain with its network operations centre, Bangalore Labs  a PlanetOne company  is all set to build its capabilities to foray into the technical support desk (TSD) space, which will be a natural extension of its managed services portfolio.The companys focus on providing IT support services (ITSS) to international clients will be similar to the concept of ITES (IT enabled services), and leverage both off-shoring and labour-arbitrage that exists in India.While Bangalore Labs will invest $500,000 this fiscal towards infrastructure and manpower, a total of $7-8 million will be pumped in as operations expand in this segment.
    • Software, ITES bring in more jobs for WomenSoftware and IT-enabled services (ITES) has broadened the job prospects for women, as a result, women in Asian and Latin American countries hold more than 20 per cent of professional jobs in software services, according to a report.According to E-commerce and Development Report 2002 of United Nations Conference on Trade and Development (UNCTAD), women tend to be hired for operations requiring less complex skills.
    • BPO market in India still very young, says UnctadThe business process outsourcing market in India is still in its infancy despite recent efforts to capture a greater share of the world market, according to the United Nations Conference on Trade and Development (Unctad) report on E-commerce and Development, 2002.
    • Indian Telephone Industry (ITI) develops indigenous CRM product
      The Core R&D of ITI has designed and developed the first-ever indigenous web-enabled Smart Connect Call Center which can be customized to suit a variety of business needs, providing IT-enabled services on as single platform through phone, fax, e-mail and Internet.
    • 24/7 Customer enters BPO market
      24/7 Customer, the IT enabled services company, has entered the Business Process Outsourcing (BPO) segment, currently offering services in financial processes. The company plans to aggressively market itself in this area, and plans to have 40 percent of its revenue coming from this business by 2003. Out of its total strength of 1000 employees, 200-300 are working in the BPO business.
    • ITPL Bangalore named the best teleport in the world
      The International Tech Park Limited (ITPL) in Whitefield, Bangalore (India) has been awarded the prestigious World Teleport Property of the Year for 2002 by the Intelligent Community Forum (ICF). The forum has noted ITPL’s contribution to Bangalore’s growth and cited the parks ability to provide “plug-and-play” services, high-bandwidth and VSNL earth station services reliably to several domestic and multi-national high-tech companies, including SAP, Sanyo LSI Technology, and Siemens Semiconductors.
    • Global BPO will grow at 10% in 2003
      According to an IDC study, worldwide BPO will see an overall spending increase of 7.2% in 2002 and moderate growth of 10% during 2003. Besides the global consulting and IS market will see an overall-spending decline of 7 per cent by the end of 2002 and a further decline in 2003.
    • IT Cos, VCs Woo Phaneesh Murthy
      Bangalore’s IT industry and VC community seems to be readying business plans for Phaneesh Murthy, the former worldwide head of sales and marketing of Infosys Technologies.Mr Murthy seems to have a plethora of choices awaiting him once the pending suit is settled. These include the option of promoting a BPO firm or working with a clutch of service firms and perhaps even joining a larger software company based in India.
    • Wipro clarifies BPO deal with Microsoft
      Referring to a news item published in a leading financial daily Wipro Ltd has clarified that the company has seen various reports in the media attributing a variety of statements to the vice chairman of the company Vivek Paul during his interaction with press on November 13, 2002.In this context the company has clarified that Wipro continues to see strong traction in the BPO space with existing client base. It has won three letters-on-intent in the last few weeks across the technology and enterprise space.
    • Wipro Up 3% On Microsoft BPO Deal Talks
      Wipro remained buoyant on Wednesday, gaining about three per cent on the back of talks that the company may sign up Microsoft as one of its BPO clients.On The Stock Exchange, Mumbai (BSE), the stock closed at Rs 1,487.50, up 3.1 per cent from its previous close at Rs 1,440.20. The stock hit an intra-day high of Rs 1,503. A total number of 6,61,244 shares of Wipro changed hands on the counter.
    • Make TN Hub For BPO: TN Chief Minister
      United we grow seems to be the motto of the Tamil Nadu government in spurring the growth of information technology (IT) in the state. State chief minister J Jayalalithaa has made an appeal for building partnerships among the central government, state governments and the neighbouring countries like Sri Lanka to make the state a global hub for business process outsourcing (BPO). She was inaugurating a two-day international conference on IT/ software industries in Indian and Asian development being organised by the OECD (organisation for economic cooperation and development) centre, together with the department of IT, government of India and the Tamil Nadu government.
    • TransWorks to set up 400 seater center in Bangalore
      Indian back-office services firm, TransWorks is setting up its second call center in the country at a cost of $ three million to meet demand in the booming sector. The 400-seat center, to be located in Bangalore, will be launched next month, Prakash Gurbaxani, the chief executive officer of the three-year-old firm, informed.”We expect to employ about 600 people in the facility by mid-2003 in addition to the 650 staff we already have in Bombay. The big (software) companies are getting into this area and now our focus is to quickly get to a scale where we can compete with them,” he said. The company, which has more than ten clients mainly from the financial services, telecommunications and travel sectors, already runs a 400-seat facility in Bombay.
    • HCL Tech bags $75m back-office deal from British Telecom
      HCL Technologies Ltd, India’s fifth-biggest software exporter, has bagged a $75 million project to provide back-office services to British Telecom, Business Standard reported.Another financial daily, The Economic Times, said U.S.-based human resource services firm Exult Inc is close to awarding a $20 million annual contract to the firm’s subsidiary HCL E Serve for outsourcing of human resource services. But New Delhi-based HCL Technologies declined to confirm or deny the media reports.
    • EXL Services tops Nasscom ITeS ranking
      Nasscom has ranked the ITeS companies (Call Centre & BPO) in India based on revenues reported in accordance with US Generally Accepted Accounting Principles (US GAAP) and certified by their auditors as of March 31, 2002. According to the survey, EXL Services has emerged as the front-runner, followed by Daksh eServices and GTL Limited in the second and third place.
    • SCTL to pump $22 Million in call centres
      Supersight Ceequence Technologies Ltd (SCTL), a subsidiary of Foresight Group of London, has drawn an ambitious plan to set up three new call centres with over 2000 seats by 2006. The company is looking at investing over $22 million to fuel its expansion plan.After receiving demands for call centre activities from its existing clients, the $110 million Foresight Group, a shipping and oil drilling conglomerate, entered the call centre business through SCTL, according to Foresight Group chairman RK Mehrotra.
    • Bangalore hotels bloom riding on BPO boom…
      Business travellers are driving up occupancies in Bangalore’s five-star hotels, with occupancy rates climbing up to cent per cent in some properties, outstripping traditional ‘bookings leaders’ such as New Delhi and Mumbai.
    • Talisma Outsourced Services To Ramp Up Bangalore Centre
      Talisma Outsourced Services is planning to hire over 600 engineers in the next 24 months for its business process outsourcing (BPO) facility. The company has two facilities in Bangalore, of which one is presently being used for operating 200 seats.
    • Bangalore IT.COM 2002 concludes, turnout 264 cos
      Bangalore 2002, billed as Asia’s largest IT event, drew to a close this evening with organisers claiming a good response to the five-day exposition that attracted 264 companies, including 53 foreign ones. The fourth edition of the annual event last year (2001) had a turnout of 252 companies.Giving a round-up of the event, organised by Karnataka’s IT Department in association with Software Technology Parks of India, Karnataka IT Minister D B Inamdar said it logged an estimated 50,000 business visitors, 5,000 more than last year.Inamdar said the edition is an improvement from the 2001 one in all respects except in the attendance of general visitors, which came down to 1.5 lakh from 1.8 lakh and it was blamed on rains on the first day and today.

      The event, inaugurated by President A P J Abdul Kalam, had seven conferences including on business process outsourcing, e-governance and IT strategies for banking and finance. The Rural IT Quiz saw participation by 48,600 students from across the state.

      As many as 13 states took part and 230 companies put up their stalls, officials said.

      Karnataka IT Secretary Vivek Kulkarni said the sixth edition of the show would be held in Bangalore from November 1 to 5, 2003.

    • Aping The West Escalates Cost For BPOs
      While there is a solid value proposition in India’s business process outsourcing (BPO) story, the country’s tendency to ape the western style, thereby leading to an escalation of cost, might not do the industry much good, according to HSBC electronic data processing chief operating officer Malcolm Wagget.

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