Discuss, debate and exchange ideas on latest trends and opportunities in the Business Process Outsourcing (BPO) landscape. Deliberate on adding “business value” to clients, vendors, employees and various other stakeholders to enhance customer satisfaction and sustain long term partnerships.

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February 17, 2016

Switching Business Process Management (BPM) suppliers - are you prepared for next generation outsourcing?

Next generation outsourcing is at a nascent stage and a lot of attention needs to be paid to a host of factors that drives the success of an outsourcing project.

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March 19, 2015

Adoption of SIP in Contact Centers

Today, customers can interact with customer care representatives through voice calls as well as using video, web chat, email, SMS and social media. There is now a need of a common technology protocol for managing multiple interactions / sessions. 

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May 16, 2014

If outcomes matter the most, who owns the process won't matter as much

Infosys Process Progression Model focuses on creating value, irrespective of scope.

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April 8, 2014

PPM - Assisting LatAm Clients Meet Transformational Objectives

The PPM framework comes at a very good moment, especially for markets like Latin America where clients are looking for partners who can help them to innovate, transform and automate.

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April 2, 2014

PPM is Enabling Infosys to Move from Being an 'Executer' to a 'Transformer'!

PPM is a framework which is very comprehensive and at the same time very simple. It allows us to move across three levels using a very practitioner led and structured approach.

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March 19, 2014

Process Progression Model (PPM) - not merely just a framework mechanism

Infosys BPO Process Progression Model (PPM) is initiated with the objective of improving the client business performance and delivering the business value outcome to the client on a consistent basis.

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February 28, 2014

Transformation in a fast-changing world

Infosys Process Progression Model™ (PPM) is the answer to address the needs of global organizations prepearing themselves to embrace change.

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October 11, 2013

Mutating to transform - natural evolution for the IT and ES industry?

The BPaaS model is fast becoming a cornerstone of customer enquiries and addresses an inflection point in the BPO industry. While the IT+BPO story was earlier about automation, it's now about offering the entire service - tech, people and process as a service.

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February 6, 2013

Brazil: the Big B in BRICS BPO

With a population made up of a mix of immigrants from across the world who still retain their language and cultural specifics, it's a dream labour pool for a prospective BPO center.

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July 30, 2012

How to get the best piece of the emerging economy pie

With unfamiliar territory come familiar apprehensions. And, these apprehensions are manifold for large and relatively smaller organizations. Overriding these is the fact that the moniker "emerging market economy" (EME) brings with a certainty of profitability that the traditional economies are faltering with today. And, adding to this will be innovation -- a success driver in the new world order and emerging economies.

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June 21, 2012

Center of Excellence - the R&D in BPO (Part 2)

Even though we cannot clearly state which company should have R&D and which COE, there are substantial differences between Research & Development units and Centres of Excellence, which motivate different naming.

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June 20, 2012

Center of Excellence - the R&D in BPO (Part 1)

To be able to outdistance other market players, service providers have to reach to an idea used in production environments - the Research and Development units.

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April 30, 2012

Convergence of Cloud, SaaS and BPO Services - the Future of Outsourcing

Cloud has caught the imagination of everyone i.e. companies (buy-side and sell-side), analyst, BPO vendors, IT vendors etc. and is seen as the next big thing.  Is it really a revolutionary business model or old wine in a new bottle?  I think it is high time we analyze and understand how the ecosystem will evolve to leverage the full potential of upcoming technologies to provide real value add to businesses.

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February 2, 2012

Which Business Process Will You Consider Moving to a Process Utility Model?

Internal process utilities in staff functions like Finance, Procurement and HR have been successfully implemented in many financial services firms. We also see internal utilities gaining traction in areas like reconciliation, reference data and reporting where implementing a common platform and process is helping drive efficiencies. These line functions are a good fit because they can be standardized on a common industry-leading platform, and are usually performed across different asset classes/business lines that will benefit from consolidation.

On the operational front, creating internal shared services utilities have made it easier for firms to run them on a global delivery model from places like India, Poland and Brazil -- whether through their own organizations or through outsourced arrangements. And as we know outsourced arrangements today could be a combination of people, underlying technology platform, and also hosting arrangements.

Interestingly we are also seeing discussions in the area of Fraud operations that today are being executed by a host of different systems, and are decentralized across the bank's branches in retail banking. They are also run in separate organizations for the other parts of the bank's portfolio. A utility model - while challenging to implement in Fraud operations - would provide significant benefits in reducing the fraud losses incurred by banks, while at the same time enhancing compliance.

External utilities are used by many financial services firms, like say custodians and securities processing firms who have a platform + services outsourcing model. While this model has been prevalent in Human Resource Outsourcing (HRO), we also see its adoption in areas like Sourcing & Procurement and it would be interesting to see a discussion on this Community which is focused on the challenges and opportunities in implementing external utilities.

After reading a recent Colloquium Point of View on Delivering Transformation by Creating the Right Internal Utilities, I got really curious about which business processes are most likely to move to a process utilities model. There are a lot of potential candidates -- Deposit Processing, Fraud, Account Opening, Clearing, Payments, Credit, Loan Processing, Collections, Research, Reporting, Billing, Risk, Reconciliation, Sourcing & Procurement, Compliance. Which of these, or any other, makes sense to you as a utility and why? I look forward to your views.

January 31, 2012

I like the best of both worlds...some call it choice, and some two timing!!!

As an ardent car lover I fancy the hybrids - they are efficient, have great fuel economy and are evolving - from the conventional hybrids right through the plug-ins. Essentially it is the synergy of how two or more technologies play out to deliver a seamless enhanced driving experience and deliver on a common goal. Likewise in the world of shared services, the concept of hybrid has evolved from merely a cost play to a strategic transformation initiative. The world is moving to the global business services model to drive efficiency and effectiveness. That is paving the way for co-creation and effective governance of insource and outsource model. For an organization, a hybrid setup does three things: provides access to world-class best practices and methodologies, allows an infusion of  standardization and improvement rigor through the insourced framework while allowing the flexibility to retain processes viewed as too risky.  Tactically, the presence of a vendor partner helps keep the captive honest, something that most captives may not like to hear...but which to my mind, is ultimately in the best interest of the organization. So why lose sleep agonizing over whether to make or buy?  Instead make and buy. Nothing wrong with having the best of both worlds, is there?
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