- June 2007
- Oracle Releases Contact Center Anywhere 8.1
The business case for Oracle Contact Center Anywhere 8.1 is balancing the need for consolidated communications with the conflicting reality of the separate business systems that are ubiquitous in most enterprises, according to Michael DeSalles, strategic analyst with Frost & Sullivan.The result of Oracle’s product integration, Oracle Contact Center Anywhere 8.1, is a multimedia IP (Internet protocol)-based contact center app that integrates such channels as calls, IVR (interactive voice response), e-mail, voicemail, fax and the Web with Oracle’s database, explained Mike Betzer, vice president of CRM (customer relationship management) strategy at Oracle.
- Outsourcing is a problem: Hillary Clinton
Top Democratic Presidential contenders, including Hillary Clinton and Barack Obama, are of the view that outsourcing was an issue for Americans and favoured measures to retain jobs, including ending tax breaks for outsourcing.Outsourcing was one of the questions put to party contenders for the Presidential ticket in 2008 at a debate at Howard University in Washington.
- After BPO & KPO, now comes PPO
You have heard about BPO (business process outsourcing) & KPO (knowledge process outsourcing), but it’s time now to add a new word to your vocabulary: PPO.Coined by Alok Aggarwal, chairman of Evalueserve Inc, PPO means person-to-person outsourcing. The US-based Aggarwal, who is the co-founder of the global research and analytics services firm, says offshoring is now beginning to go mainstream and is touching the upper class and working class alike.
- Infosys leader in IT infrastructure outsourcing
Independent analyst firm Forrester research has recognised software major Infosys Technologies Limited among the leaders in global information technology infrastructure outsourcing.Quoting a Forrester report, Infosys in a release here today said ”Infosys’ strategy based on enabling customers to transform and optimise their infrastructure, combined with a broad global footprint ensures that clients receive a comprehensive suite of flexible and predictable services and high service quality”.
- Bob Kaplan joins Motif, Inc. Board of Directors
Bob Kaplan, formerly with McKinsey and Co., has joined the board of directors of New Jersey based Motif, Inc., a specialized business process outsourcing provider. He has been a senior executive and management consultant for the past thirty years, and at present serves as an advisory member to the board of Motif.
- ITeS exports cross $31 bn in 2006-07
The IT boom continues to yield strong growth figures for the industry. The software and ITeS exports from India are expected to exceed $31.3 billion during the year 2006-07, up by 32% compared to the previous year. Also, the software and ITeS sector’s contribution to the gross domestic product (GDP) is expected to rise to 5.4% in 2006-07, up from 4.8% in 2005-06.
- LPOs to add more punch to India action
The legal process outsourcing (LPO) sector in the country is likely to see more action in the coming months. As of now only around 30% of the top ten Indian BPO players have evinced interest in entering this segment. But, according to industry experts, big players like Infosys, Wipro and others are studying this model and could look at entering this business in the near future.
- BPOs may now screen recruits for HIV
It is possible that a job interview with a BPO firm could in the future entail a HIV/AIDS test. And once recruited, you could also be subjected to random alcohol testing. Players in the BPO industry, which has a large youth employee base, are considering HIV/AIDS tests as part of the recruitment process.
- China BPOs have edge over India: experts
China’s IT services outsourcing industry is poised to boom and enjoys distinct advantages over that of India due to huge domestic market and its close interaction with local clients in service and manufacturing industry, experts have been quoted by the Chinese media as saying.
- Hi-tech corridor for IT industry soon on Mysore road
A 1,000-acre dedicated hi-tech corridor has been proposed between Magadi Road and Mysore Road for clean industries in the Comprehensive Development Plan (CDP).The corridor will be 17-29 km from the city centre and will house IT and IT-enabled service industries. This will ease the pressure on Whitefield and Electronic City areas.
- WNS, Accenture join race for Citi’s BPO arm
The race for Citigroup Global Services, the business process outsourcing arm of Citigroup is hotting up with the entry of the BPO firm WNS and consultancy firm Accenture.
- Indian IT, BPO market to grow at 30 per cent
The Indian IT and BPO industry is expected to grow over 30 per cent annually from the current 35 per cent, for another four years, an industry said today.Offshoring has enabled the Tier I (TCS, Infosys and Wipro) and Tier II players to grow at a much faster pace than their global peers such as IBM, Accenture, EDS, CSC, Fujitsu, Cap Gemini and Atos Origin, Assocham said.
- ICICI, Spanco take over GTL BPO for Rs 253 cr
Mumbai-based IT company GTL has entered into an agreement with ICICI Bank and Spanco Telesystems to lease out its BPO assets for 25 years for Rs 253 crore. GTL has two BPO facilities located in Navi Mumbai and Pune with a combined capacity of 1,500 seats. In terms of area, these two units have a combined capacity of over 1.5 lakh sq ft. According to sources close to the development, the deal is likely to be announced on Wednesday.
- BPOs offer phased hike to retain staff
It’s the Indian BPO industry’s latest weapon to retain talent and it’s called `deferred incentive programme’. The concept is not new since a few sectors like IT and automotive have used it as an HR tool quite successfully, but its a new discovery for the newgen BPO sector. Companies like Infosys BPO, Firstsource and 24/7 Customer have started using this method as a retention strategy.
- Salaries skyrocket in outsourcing firms
Salaries in outsourcing companies are getting attractive. It’s not shortage of professionals that is driving the wages, but options beyond the plain vanilla BPO companies, as fresh graduates are being offered salaries which are five to six times more than what BPOs pay. Fresh graduates (usually MBAs, CAs, engineers, law graduates and so on) with Knowledge Process Offshoring (KPO) and Legal Process Offshoring (LPO) companies are being offered starting packages of Rs 35,000 to Rs 40,000 per month.
- NEA leads 25 mn dlr investment in ISGN Technologies
New Enterprise Associates has invested $ 20 million in ISGN Technologies Ltd., which is a leading provider of complete solutions and platform based knowledge process outsourcing services to the US mortgage industry.NEA leads this $ 25 million investment alongside NEA-IndoUS Ventures (NEA-IUV), an NEA statement said. Proceeds from the financing will be used to strengthen ISGN’s global delivery infrastructure, expand sales and marketing initiatives and significantly increase the company’s momentum.
- Top 20 BPO list to witness major churn
India’s top 20 BPO list is likely to witness a major churn as some large captives and third party players are set to sell part or whole of their business while others such as CapGemini and Japanese major Fujitsu are aggressively looking for a presence in the sector.
- Call Center Attrition
Call center attrition is high, as much as 50 percent or even more for some, depending on circumstances. Every call center is not that bad, and even bad call centers have good times, but it all puts me in mind of what the late management guru Peter Drucker once said: If you can’t find the right person to fill a job and people consistently leave the job, the problem lies in the job, not the people.
- PC Call Centers Provide Dismal Service
PC companies’ support call centers suffer woeful shortcomings, according to a CFI report that placed the personal computer industry dead last in terms of customer satisfaction in over-the-phone assistance. While customer satisfaction for the PC industry overall is high, when it comes to calling in for help, far too many users are unable to get the support they need, according to the research.
- The Road Ahead for Outsourcing Suppliers: Higher Costs
Commercial call center service providers are less able to absorb wage increases and currency fluctuations than software firms and remote computer system administration service providers, in part because of the way billing and payment arrangements for call center firms are tied to labor hours.
- Nashik BPOs fail to pay even average salary
The dream of Nashik’s graduates and under-graduates, looking for the bright career in business process outsourcing industry, has shattered due to the below average salary being paid by the existing BPO companies in Nashik.
- BPO major EXL eyes captives of MNCs
Nasdaq-listed BPO major EXL plans to acquire MNC-owned BPOs or captive units that are being put on the block due to rising costs.EXL Service Holdings is looking at captives with revenues of $25-75 million and is ready with a war chest of $80 million for acquisitions. “Multinationals are increasingly spinning off their captives and outsourcing work to third-party BPOs. We’d like to acquire captives with capabilities in banking, financial services and insurance (BFSI), which is EXL’s forte,” said EXL Service Holdings president Rohit Kapoor. Kapoor refused to comment on whether EXL has identified any targets.
- Lucrative BPO jobs to fuel CA shortage
India is set to face a shortage of practising chartered accountants as they find working in industry more lucrative. The growth of business process outsourcing (BPO) firms in accounting, finance and investment domains will only make the shortage more acute, a senior executive said. Director HR of Infosys Technologies Mr TV Mohandas Pai said finance and accounting outsourcing was expected to touch $24.6 billion globally by 2010. In 2006, 30% of all FAO work outsourced came to India, creating a demand for chartered accountants.
- India to capture 15pc of global KPO industry: Nath
Showcasing India as an emerging Asian power house, Commerce and Industry Minister Kamal Nath today said the country will capture around 15 per cent of over 54 billion dollar knowledge process outsourcing (KPO) industry worldwide by 2010.
- Printing majors enter outsourcing domain
Escalating printing costs and a lack of understanding of technologies are forcing firms to look for alternative solutions to cut costs in document production.While IDC estimates that companies spend up to 10 per cent of their revenues on document production, management and distribution, analysts peg the typical return on investment (ROI) by outsourcing print management to vendors is in the range of 30 per cent across sectors.
- IT, BPO sectors feel the heat of Re appreciation
The rising rupee along with wage inflation and increased taxation concerns have started to show their impact on the Indian IT and BPO industry. Experts feel that if the rupee keeps appreciating and the wages keep inflating, offshoring may give way to nearshoring.
- CosmoCom Delivers Call Center in a Box
For the past few years, CosmoCom focused almost exclusively on the high-end market with product lines aimed at service providers and large enterprise call centers. Now with Cosmo-One outfitted for 10 to 75 seats, the company is going back to its roots, Yankee Group program manager Ken Landoline told CRM Buyer.
- Bangalore IT Cos appeal to retain HAL airport
Information Technology companies in the city today appealed to the Karnataka Chief Minister H D Kumaraswamy to retain the present HAL Airport even after the opening of the Devanahalli International Airport.In a memorandum to the Chief Minister during a breakfast meeting, they felt that retaining the present airport would be appropriate instead of closing down of commercial operations.
- Rupee appreciation, MAT may harm BPO industry
India might lose its status as an attractive outsourcing destination due to strong appreciation in rupee coupled with imposition of Minimum Alternate Tax on IT firms introduced this fiscal.”India is still the most attractive outsourcing destination for global companies but 2-3 years down the line, it (India) may lose this to other low-cost countries,” Nasscom President Kiran Karnik told the media here.
- GTL to hive-off its BPO arm
In addition to its Enterprise Networks and Managed Services business, GTL has also put its Business Process Outsourcing (BPO) arm on the block and would focus more on the telecom business. GTL has two BPO facilities located in Navi Mumbai and Pune with a combined capacity of 1,500 seats.
- MeritTrac partners Carnegie Speech
MeritTrac Services, India’s Largest skills assessment company, today announced a strategic partnership with Carnegie Speech of the US to bring the world-renowned Carnegie Speech Assessment TM automated voice evaluation technology to India.
- Citi to pay cap gains tax on BPO share rejig
Citigroup Inc, the world’s largest US-based financial services company, has restructured the shareholding of its Indian BPO arm ahead of its sale. The BPO arm Citigroup Global Services’ shares have been transferred from one group company to another within Citigroup.
- All eyes in Nashik for BPO hub
Vidyut, an IT graduate from Shirdi, wants to make a career in the BPO industry. To pursue his dreams, he was planning to shift to bigger cities like Mumbai or Pune. However, he may as well stay put. More and more companies are eyeing Nashik to set up their BPO centre as Mumbai and Pune have already reached a saturation level.
- BPO firm Zenta plans US listing before mid ’08
Third-party BPO operator Zenta (earlier H-Cube) is planning to tap the capital market. The firm is backed by the US-based private equity player GTCR Golder Rauner. The company looking to list on the US stock exchanges. However, the exact timing of the IPO will hinge on how fast the company is able to meet its internal growth targets, a significant part of which will come from acquisitions. “The issue could happen in the first half of 2008, if we grow according to plans,” president and COO Jack Freker, who was recently on a visit to India, told ET.
- Global BPO biz may slow to 2 percent growth
Global business process outsourcing sector is likely to see only a modest growth of 2per cent in 2007, after growing at a compounded annual rate of 14per cent during the last five years, going by some of the recent indicators, according to a senior industry observer.
- Oracle Releases Contact Center Anywhere 8.1
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