Call centres, once the engine room of India's BPO exports, are evolving too. Depending on the complexity, 30 to 50 per cent of voice and chat volumes are now handled by conversational AI.
French information technology (IT) and consulting services major Capgemini on Monday said it would acquire Mumbai-headquartered WNS for $3.3 billion in cash. This could be one of the largest merger & acquisition deals in the IT services and business process management sector.
The US remains the largest market for IT outsourcing, and for Indian giants TCS, Infosys and Wipro, it contributes around 40 per cent of their top line.
Gecis on Thursday announced acquiring US-based BPO solutions provider Creditek Corporation.
Quattro is the first BPO to have secured permission for this model from DoT. "This is a provisional permission. Once the company is able to meet all our security concerns, we will grant them a license," confirmed a senior DoT official on condition of anonymity.
Careers360 speaks to a few industry leaders about what it take to make it big in the BPO, LPO, KPO field.
Wipro BPO, the business process outsourcing division of global IT services provider Wipro Technologies, would add about 1,000 people at its Hyderabad centre in six to eight months.
Quatrro BPO Solutions is planning to start operations in China, with plans to penetrate the local market too.
'The choice is clear: We either embrace this transformation and cement our global leadership, or hesitate, lose ground, and fade into irrelevance.'
Silverline Technologies Ltd signed an MOU with a telecom BPO Solutions provider in USA, to support 200-250 seats capacity from its offshore development centres in India, in Phase-1.
Wipro BPO Solutions Ltd is looking for Technical Support Associates and Customer Care Associates.
OfficeTiger Database Systems India Pvt Ltd needs Customer Support Associates.
Focussing its attention on technology and, research and development based outsourcing, HCL BPO will open an offshoring centre in Pondicherry in 2006
The Thapar Group of companies has forged a 70:30 joint venture with Option Care Inc, a leading US based healthcare service provider.
Software services major Wipro on Wednesday said its BPO has been rated among the top global Finance and Accounting (F&A) service providers by analyst firm HfS Research.
This is what BPO training expert Nasha Fitter told Get Ahead readers in a recent chat.
Ashutosh Vaidya, head, Wipro BPO Solutions, and Deepak Jain, head, Technology Infrastructure Services, have put in their papers, said the sources. The reasons for the resignations could not be confirmed.
BPO training expert Nasha Fitter answers your queries.
Sify Ltd, the largest aggregator of bandwidth in India, is finding the going good for its BPO-specific Internet bandwidth solution in India.
In another senior-level exit from Infosys, Humberto Andrade had quit as head of the company's Latin America business process outsourcing (BPO) operations to join rival Capgemini.
The current level of automation available in the Indian call centre industry is very rudimentary with only the language assistance interface or the first level of the call being automated.
BPO solutions provider Mphasis BFL said on Wednesday it will merge the entire business and undertaking of EDS Electronic Data Systems (India) with itself.
The Centre for BPO Professionals, a non-profit organisation, will facilitate a platform for BPO and call centre professionals to discuss their issues and find out solutions and help them maintain their employability and adaptability in the volatile m
Acclaris Business Solutions Pvt Limited, a BPO subsidiary of Acclaris, is recruiting Process Executives.
W.C.H Training Solutions is offering a 30 hour "Training & Placement programme" in New Delhi for candidates interested in making a career in Travel BPO's.
The stock tanked 18.67 per cent to Rs 270 on the BSE.
Tata Consultancy Services has been named as one of the world's top BPO providers by The International Association of Outsourcing Professionals for 2006, a release said in Mumbai.
More than 6,000 centres with headcounts of 10-100 have downed shutters across the country.
NEC Solutions (America) Inc, a provider of integrated solutions for connected enterprises in North America, said on Thursday that it was keen on acquiring business process outsourcing companies in India.
IBM Global Services, the IT services arm of IBM, is eyeing new business areas like business process outsourcing and human capital solutions, a senior company official said in New Delhi.
Spanco Telesystems and Solutions is poised to invest over Rs 400 crore in its Indian business process outsourcing (BPO) operations, over two years.
The alliance focuses on the support of US loan servicing loan modification initiatives as defined under the Home Affordable Modification Program or alternative loan modification programs, Bangalore-headquartered Infosys said.
"We will increase our headcount from 37,000 to 50,000 in the next five years and set up more centres. Most of our business would be focused on the third party solutions and a little bit on the captive sector," said Accenture BPO Lead Executive P G Raghuraman. The company is also seeking to tap the BPO industry by securing new acquisitions in the domestic market.
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