the best global service providers global service providers

Transcription

globalservicesmedia.com
The gateway to the global sourcing of IT and BPO services
100
THE BEST
Global Service
Providers
Best Performers in: IT services, infrastructure services, outsourced product development
(OPD), BPO, FAO, HRO, contact center, Asia (excluding India), Eastern Europe, Latin
America and Human Capital Development
Special Report
Content
Special Report
4
100
The Global
Services
Weathering
a Downturn
By Ed Nair, Global Services and Sumeet Salwan, neoIT
Best Performing IT
Service Provider
Best Performing HRO
Services Provider
14
Tata Consultancy
Services (TCS)
Lynn Blodgett, CEO
Best Performing
Contact Center
15
Affiliated Computer
Services
Leader, Human
Capital Development
19
Sitel Worldwide
23
HCL
Technologies
David Garner, CEO
Vineet Nayar, CEO
Leader, Asian
16
22
Claudio Muruzabal, CEO
David F. Dougherty, CEO
Best Performing
Outsourced Product
Development (ODP)
Company
Neoris
Convergys
S. Ramadorai, CEO
Best Performing
Infrastructure
Services Provider
Leader, Latin America
18
Neusoft
20
Symphony Services
Dr. Jiren Liu, CEO
Gordon Brooks, CEO
Editor’s Note......................................................................3
Best Performing BPO &
FAO Service Provider
Genpact
Pramod Bhasin, CEO
2009-GlobalServices 100
17
Leader, Eastern
Europe
Luxoft
21
The 2009 Global Services 100 Companies.............. 12
The 2008 Global Services 100 Companies..............24
The 2007 Global Services 100 Companies............. 26
The 2006 Global Services 100 Companies............. 28
Dmitry Loschinin, CEO
2
www.globalservicesmedia.com
EDITOR’S NOTE
The 2009 Global
Services 100
T
hat many of the turbulent events in global economy unfolded in 2008 made this year’s Global Services 100 survey an
interesting exercise. The year 2008 was not particularly bad
for the global services industry, an industry that experiences
a lagging economic impact because of the long decision-making cycles.
The industry did exhibit enormous latency for a good part of the year. It
was only toward the end of the year that deal flows actually slowed.
Service providers started tightening up on costs after the first quarter but planned investments continued. By the third quarter, companies
started to “conserve” resources even as the inclement economic weather
posed many challenges like credit crunch, volatility, currency crisis and
such. We could see many of these aspects in a very manifest manner during the survey. Through the year, our various interactions with the service
provider community gave us a very good sense of the challenges faced and
how individual companies responded.
During a period of economic boom, such a survey as the Global Services 100, looks at how well the companies took advantage of the tailwinds.
During a period of economic slowdown, the survey looks at how well the
company met the headwinds. So, who won?
Companies such as TCS, Symphony, and ACS in IT services; Genpact,
Sitel, Convergys in BPO; Luxoft, Neoris and Neusoft in emerging geographies; and HCL in human capital development made the charts. It does
not mean that the others achieved any less. In fact, there are numerous
pockets of excellence in the global services industry that is beyond the
scope of such a macro industry survey. Most of the categories we had this
year was hotly contested and deciding the winner was a challenge.
Global Services and neoIT would like to thank all the companies who
opted to participate in this year’s survey. And congratulations once again
to all the companies who made it to the 2009 Global Services 100 and Top
10 across the eleven categories. GS
3
ED NAIR
ed@cybermedia.co.in
Special Report
100
The Global
Services
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THE BEST
Global Service
Providers
st Performers in: IT services, infrastructure services,
sourced product development (OPD), BPO, FAO,
O, contact center, Asia (excluding India), Eastern
rope, Latin America and Human Capital Development
5
Special Report
2008 was an unusual year. Business concerns such as recession and currency
fluctuation became the highlights of the last two quarters. Hence, sourcing
activities slowed down; consolidations happened in unexpected ways; leading
providers posted losses like never before. In all, the outsourcing world took a
new shape. Many such trends are tapped in 2009 Global Services 100 survey
conducted by Global Services in conjunction with neoIT, an advisory firm. A
look at the survey findings
By Ed Nair, Global Services, and Sumeet Salwan, neoIT
Global Services 100
Distribution (%)
The Global Influence and Spread
U.S. and India lead the distribution of the Global Services 100 companies in terms of where they are headquartered: 44 companies in the U.S. and 31 in India, accounting for three-fourths of the list. But a closer look reveals
that amongst companies headquartered in the U.S., many
of them owe their heritage to either India, Eastern Europe, China or Latin America in that they have strong delivery capabilities in these respective locations. That is,
the spread of emerging global services companies is not
polarized toward the U.S. — though India leads the numbers, the other regions or countries have a fair share that
is increasing.
In terms of customer locations, of all the companies
in the Global Services 100 survey, the U.S. definitely
leads with 95 percent of the companies having a U.S.
customer, closely followed by Western Europe where
Western Europe
2
India
4
Eastern Europe
31
Asia (excluding India)
U.S.
44
14
5
Latin America
Source: Global Services and neoIT, 2009 Global Services 100 Study
84 percent of the companies have customers. The narrow gap between the U.S. and Western Europe signifies
Corporate Customer Locations (%)
Africa
18
Australia
42
Canada
54
China
27
India
52
Japan
36
Western Europe/UK
84
Eastern Europe
32
South America/Mexico
29
United States
Middle East
APAC (Other than India & China)
95
8
18
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Special Report
26 China
56 India
3 Indonesia
APAC
10 Japan
12 Malaysia
17 Philippines
22 Singapore
3 Sri Lanka
3 Vietnam
3 Belarus
3 Bulgaria
Eastern Europe
5 Czech Republic
6 Hungary
7
Poland
Romania
5
Russia
9
3 Slovakia
EMEA
6 Ukraine
2 Egypt
6 South Africa
North America
Within IT services, application development and maintenance and package implementation are the the two
service lines that have a service provider concentration.
Infrastructure management under the managed services
model is seen to be a growth area with many vendors
now doing it from remote locations albeit most of them
concentrating on one or two of the pieces of the solution like IT helpdesk or network management. The large
IT-services firms straddle across all the service areas but
many of the Global Services 100 providers pursue finer
niches like Outsourced Product Development (OPD) and
engineering services.
BPO activity related to customer care, which includes
voice-based customer-support services continues to lead
the BPO area. But financial process related work (which
includes mere accounting support to management and
optimization of financial functions) is rapidly evolving as
a service offering.
Industry-specific BPO and knowledge processing continue to evolve as strong niches that the Global Services
100 companies are pursuing.
Large customers continue to be the mainstay of the
Global Services 100 companies, and this trend continues undisturbed since the last three years. In fact, in
some cases, the trend has intensified. Seventy one percent of the companies in 2008 had more than 50 percent of their revenues coming in from large customers
compared to 67 percent in 2006. Fifty three percent
companies had between 10 to 30 percent of business
16 Australia
66 U.S.
24 Canada
12 Argentina
Latin America
Service-mix and Client-mix
Global Services 100 Providers’ Reach (%)
11
Brazil
10 Chile
3 Costa Rica
16 Mexico
Western Europe
the geo-led diversification strategies of companies, and
the opening up of Western Europe to global sourcing.
An interesting finding here is that India and China with
52 and 27 percent respectively point toward the potential and uptake for IT services and BPO in domestic markets, again borne out of the need to diversify
away from locations like the U.S. and Europe. For one,
the domestic markets in these countries are maturing
but an even stronger and tactical reason is that these
markets protect the companies from dollar-related currency fluctuations.
In terms of presence of full-time employees engaged
in service delivery, the Global Services 100 participants
reveal the most impressive story. The companies have
presence across 31 countries in the world covering all the
regions. This factor makes the Global Services 100 companies truly global in terms of their reach and capability
to deliver.
A healthy spread of delivery locations in Latin America,
Eastern Europe and Asia suggests a geographically distributed delivery model adopted by the 2009 Global Services
100 companies.
7
21 Germany
3 Northern Ireland
36 U.K.
8 Ireland
Special Report
% of IT services offered by providers
ADM (93)
61
Package implementation (61)
40
Engg. Services (46)
22
OPD (40)
26
Infra (53)
35
Other IT (43)
28
% of BPO service offered by providers
F&A
30
HR
20
Customer care
35
Procurement
16
Research
26
Others
21
Providers’ critical business concerns (%)
Ability to scale operations
37
Attrition (turnover) rates
40
Taxes or tariff law changes in provider's home country
14
Disaster recovery/business continuity
12
Salary appreciation
38
Currency fluctuation
68
Political instability
14
Finding workers with requisite language skills
31
M&As in the last 12 months (%)
We acquired a service provider
We merged with a service provider
30
4
We acquired a consulting firm
11
We were acquired by a service provider, private equity or consulting firm 1
We received an investment by a private equity or venture capital firm
12
We spun off a new company
10
We launched an initial public offering (went public) ~0
61
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Special Report
Revenue from small, mid and large customers (%)
Customers seeking bundled IT and BPO
services (%)
Small
2008
69
2007
71
2006
59
31
11
8 3
31
9
11
34
11
21
Does not
apply to us
4
61
Yes, more than
the last year
10 5
12
No
Mid
2008
53
29
2007
48
33
2006
48
35
16 1
19
24
32
Yes, same as
the last year
12 1
14
19
Large
2008
19
14
2007
16
18
2006
0 to 10
46
12
16
21
41
16
10 to 30
39
13
30 to 50
50 to 80
30
27
28
80 to 100
coming in from mid-size companies, a slight rise seen
in the last three years. Small companies still are not
amenable to global outsourcing services as evidenced
by more than two-thirds of the companies getting less
than 10 percent of their revenues from small companies.
Supply-side Dynamics
More than two-thirds of the service providers cite
currency fluctuations as their major area of concern
during the year. Understandably, this is so because the
dollar had appreciated against most other currencies
during the year which adversely affects the cost structure of many non-U.S. companies. Currency fluctuations have been severe enough to adversely affect the financial statements of companies. For instance, Infosys,
one of the IT and BPO services leaders, posted a forex
loss of $41 million due to heading at mark-to-market
value rate when the rupee depreciated to Rs 48.71.
That is the reason that the company has brought down
its hedging amount in the forex market to $576 million to minimize the risk of currency rate fluctuation in
H1 ’09. In fact, another major Indian service provider,
TCS, which reported 18 percent decrease in net in-
come, attributes the loss to $51.4 million forex loss.
In the cases of some companies, the foreign exchange
hedges have gone wrong.
Low valuations have driven the M&A trend in the
industry during the year 2008. Large acquisitions like
the $505 million TCS-Citi deal (in Oct. ’08), the $127
million Wipro-CTS deal (in Dec. ’08), the $800 million
HCL-Axon acquisition deal (in Sept. ’08), the $400 million Capgemini-Getronics deal, and finally, the HP-EDS
merger happened in H2 ’08 across the globe.
While it may be premature to call that the trend of
bundled IT and BPO services went mainstream this year,
there was lot of action for sure. Nearly two-thirds of the
companies surveyed in Global Services 100 reported
that customers were increasingly seeking bundled IT
and BPO services. Strictly speaking, the trend covers a
gamut of possibilities ranging from customers seeking
the same service providers for IT and BPO services to an
advanced integrated IT and operations scenario. Other
variations of this trend like platform BPO has also been
gaining strength, especially driven by BPO arms of ITservices companies like Infosys BPO. GS
With additional input from Govind Maheshwari, neoIT
and Namita Goel, Global Services.
9
Special Report
GS 100 Methodology
H
undreds of global IT and BPO service
rate each question. For each category, dif-
providers were invited to participate
ferent weights were assigned to bring out
in this year’s Global Services 100
specific supplier strengths and capabili-
survey. As was expected, the response this
ties relevant to the category. The scoring
year again was overwhelming. Service pro-
scheme was designed by a panel comprising
viders from 19 countries, with delivery cen-
of Global Services
ters across 31 countries, comprised the list
and neoIT team.
of participants.
Care was taken
Functionally, these providers cover a
to
ensure
that
range of services across IT services includ-
all service provid-
ing IT application services, infrastructure
ers (global, niche or
services, product development and BPO
regional) were given a level
services including finance
playing field. For a revenue based
and accounting, human
question, for example, if the scor-
resource
ing scheme gave weight to higher
management
and contact centers.
revenue, small or niche companies
The top 100 list and the
pared this disadvantage by scoring
ranks in the 10 categories are
high on better growth rates.
based on a scientific methodol-
At each stage, Global Services
ogy which we have consistently im-
and neoIT experts validated the data re-
proved upon over the last few years.
ceived. During this exercise, we found that
Broadly, we evaluated responses on four pa-
some companies that would otherwise have
rameters:
gotten a high ranking did not make it to the
• Size (revenue, employee strength, global
category lists because they had sent incom-
delivery capability, and such)
plete information. Capgemini, for example,
• Customers (customer base, client refer
is one company that would have certainly
ences and case studies, average contract
qualified in the “Top 10 IT Services” provid-
size, and such)
ers list, but did not only because their survey
• Skills (depth and breadth of offerings, de-
response was incomplete. We would like to
livery capability, quality initiatives, indus-
highlight that companies such as Accenture,
try verticals covered, and such)
Cognizant and IBM do not figure in the top
• Employee Factors (attrition, training initia-
100 list because they did not participate in
tives, investment in employee retention,
this year’s survey. Finally, Satyam has been
and such)
excluded from this year’s list, as a result of
A weighted scoring scheme was used to
the recent accounting fraud.
10
GS
Special Report
An
Opportunity
for 2009
2009
Global Services 100
GLOBAL SERVICES
Companies
100
Global Services offers an opportunity to
all 2009 Global Services 100 companies
to highlight their key offerings in a special
showcase. The Showcase will provide a
platform to the enlisted companies to
exhibit their excellence in the way they run
operations, address client needs, manage
client relationships and human capital.
SHOWCASE
POWER YOUR BRAND
Partnership Options
n
n
n
n
n
11
Category Sponsorship
New Entarants Showcase
Winners Arcade
Exclusive Communication Campaign
Custom Program
For more details, contact
Satish Gupta
satishg@cybermedia.co.in
Special Report
The 2009 Global Services 100 Companies
Company
CEO
URL
24/7 Customer Achievo
Affiliated Computer Services (ACS)
Aditya Birla Minacs Worldwide
AppLabs
Aricent
Beyondsoft Group
Birlasoft
BlueAlly Cambridge Solutions
Capgemini
CGI Group
Collabera
Computer Sciences Corporation (CSC)
Convergys
Corbus
Cybage Software
e4e
EA Consulting
EPAM Systems
ePerformax Contact Centers & BPO
Etech
eTelecare Global Solutions
Exigen Services
Exl Service Firstsource
Genpact Globerian
GlobalLogic
Grupo ASSA
HCL Technologies Headstrong
HeroITES
Hexaware Technologies
Hildebrando
hiSoft Technology International
HOV Services
HTC Global Services
Hinduja TMT Global Solutions
IBA Group
ICT Group
iGATE Indecomm Global Services
Infogain
Infosys Technologies Innodata Isogen
Insigma Technology
Intelenet Global Services InterGlobe Technologies Intetics
P. V. Kannan
Robert P. Lee
Lynn Blodgett
Deepak J. Patel
Makarand Teje
Sudip Nandy
Ben Wang
J. Ramachandran
Vijay Tanamala
Christopher Sinclair
Paul Hermelin
Michael E. Roach
Hiten Patel
Michael W. Laphen
David F. Dougherty
Rajesh K. Soin
Arun Nathani
Somshankar Das
Chin King Wong
Arkadiy Dobkin
Teresa Hartsaw
Matt Rocco
John Harris
Alec Miloslavsky
Rohit Kapoor
Ananda Mukerji
Pramod Bhasin
Naveen Trehan
Peter Harrison
Roberto Wagmaister
Vineet Nayar
Arjun Malhotra
David Turner
P. Chandrasekar
Diego Zavala
Loh Tiakkoon
Suresh Yannamani
Madhava Reddy
Partha De Sarkar
Sergei Levteev
John J. Brennan
Phaneesh Murthy
Naresh Ponnapa
Kapil Nanda
S. Gopalakrishnan
Jack S. Abuhoff
Shi Lie
Susir Kumar
Vipul Doshi
Boris Kontsevoi
www.247customer.com
www.achievo.com
www.acs-inc.com
www.minacs.adityabirla.com
www.applabs.com
www.aricent.com
www.beyondsoft.com
www.birlasoft.com
www.blueally.com
www.cambridgeworldwide.com
www.capgemini.com
www.cgi.com
www.collabera.com
www.csc.com
www.convergys.com
www.corbus.com
www.cybage.com
www.e4e.com
www.ea-inc.com
www.epam.com
www.eperformax.com
www.etechinc.com
www.etelecare.com
www.exigenservices.com
www.exlservice.com
www.firstsource.com
www.genpact.com
www.globerian.com
www.globallogic.com
www.grupoassa.com
www.hcltech.com
www.headstrong.com
www.heroites.com
www.hexaware.com
www.hildebrando.com
www.hisoft.com
www.hovservices.com
www.htcinc.com
www.htmtglobal.com
www.iba-it-group.com
www.ictgroup.com
www.igate.com
www.indecommglobal.com
www.infogain.com
www.infosys.com
www.innodata-isogen.com
www.insigma.com.cn
www.intelenetglobal.com
www.igt.in
www.intetics.com
12
Special Report
Company
CEO
URL
ITC Infotech India
Itransition Group
Kompakar
KPIT Cummins Infosystems Larsen & Toubro Infotech Lionbridge Technologies
Luxoft
Mascon Global
Mastek Mera Networks
Microland Mindteck MindTree Consulting
MphasiS NCO Group
Neilsoft
Neoris
Ness Technologies
Neusoft
NIIT Technologies Ocwen Financial
Outsource Partners International (OPI)
Patni Computer Systems Polaris Software Lab Politec Global IT Services
QuEST Quintec Soluciones RCG Information Technology
Reksoft SafeSoft International Scicom
Sitel
SONDA
SPi Technologies
Stream Global Services
Sutherland Global Services
Symphony BPO Solutions
Symphony Services
Synapsis
Syntel
Tata Consultancy Services (TCS)
Teledirect TELUS International
Unisys
UST Global
VanceInfo Technologies
vCustomer
Virtusa
Wipro Technologies
WNS Global Services
Sanjiv Puri
Sergey Gvardeitsev
Dr. Ir. Ahmad Fikri Hussein
Kishor Patil
Sudip Banerjee
Rory Cowan
Dmitry Loschinin
Sandy Chandra
Sudhakar Ram
Dmitry Ponomarev
Pradeep Kar
Pankaj Agarwal
Ashok Soota Jeya Kumar
Michael Barrist
Ketan Bakshi
Claudio Muruzábal
Sachi Gerlitz
Dr. Jiren Liu
Arvind Thakur
William C. Erbey
Clarence T. Schmitz
Narendra K. Patni Arun Jain
Helio Oliveira
Ajit A. Prabhu
Cristábal Vergara
Robert Simplot
Alexander Egorov
Brian You
Leo Ariyanayakam
David Garner
Raúl Véjar Olea Peter Maquera
R. Scott Murray
Dilip R. Vellodi
Jack Cantillon
Gordon Brooks
Leonardo Covalschi
Bharat Desai
S. Ramadorai
Laurent Junique
Jeff Pruitt
J. Edward Coleman
Sajan Pillai
Chris Chen
Sanjay Kumar
Kris Canekeratne
Suresh Vaswani and Girish Paranjpe
Neeraj Bhargava
www.itcinfotech.com
www.itransition.com
www.kompakar.com
www.kpitcummins.com
www.lntinfotech.com
www.lionbridge.com
www.luxoft.com
www.mgl.com
www.mastek.com
www.meranetworks.com
www.microland.com
www.mindteck.com
www.mindtree.com
www.MphasiS.com
www.ncogroup.com
www.neilsoft.com
www.neoris.com
www.ness.com
www.neusoft.com
www.niit-tech.com
www.ocwen.com
www.opiglobal.com
www.patni.com
www.polaris.co.in
www.politec.com
www.quest-global.com
www.quintec.cl
www.rcgit.com
www.reksoft.com
www.safesoftinc.com
www.scicom-intl.com
www.sitel.com
www.sonda.com
www.spi-bpo.com
www.stream.com
www.suth.com
www.symphony.com.my
www.symphonysv.com
www.synapsis-it.com
www.syntelinc.com
www.tcs.com
www.teledirect.com.sg
www.TELUSInternational.com
www.unisys.com
www.ust-global.com
www.vanceinfo.com
www.vcustomer.com
www.virtusa.com
www.wipro.com
www.wns.com
Note: Some companies such as IBM, Accenture, Cognizant and Softtek amongst others did not respond to the survey because they could not reveal the extent of
information required by us in the survey. Hence, they don’t feature in this list.
The list has been arranged in alphabetical order.
13
Special Report
Best Performing IT Service Provider
Top 10 Service Providers:
IT Services
1. Tata Consultancy Services (TCS)
2. Infosys Technologies
3. HCL Technologies
4. Computer Sciences Corporation
(CSC)
5. L&T Infotech
6. Wipro Technologies
7. EPAM Systems
8. Patni Computer Systems
9. Neusoft
10.Collabera
S T A T S
CEO: S. Ramadorai
Skill set (top 3): Application maintenance and development, infrastructure
services, engineering services
Verticals (top 3 by revenue): Aviation,
automotive, BFSI, telecom, healthcare,
transportation
Customers: Ducati, Merrill, Qantas, Ministry of External Affairs (India)
Delivery centers (top 5): India, China,
U.K., Morocco, Latin America
Employees: 111,407
Revenue (est. 2008): $5,600 million
Year founded: 1968
Website: www.tcs.com
Source: Global Services
North America
appeared to be
stabilizing for TCS
while its European
business grew despite
sluggish market
“
By Namita Goel
In a challenging market, TCS remained focused on execution discipline
and kept pricing stable and therefore, managed to grow profitably along
with margin improvement,” said N. Chandrasekaran, Chief Operating
Officer at the announcement of Q3 results. The company suffered from
a fall in dollar denominated revenues but experienced growth in absolute terms
along with significant improvement in performance metrics.
“We have added over 30,400 people in the first nine months which is in line
with our hiring plans for the financial year. Our retention rates for both IT services and BPO have shown significant improvement in the current quarter. We
continue to focus on improving utilization rates and employee productivity,” said
Ajoy Mukherjee, Vice President and Head, Global Human Resources, TCS.
In terms of markets, North America appeared to be stabilizing for TCS while
its European business grew despite sluggish market. Despite weak economic outlook, Latin America registered very strong demand, from both local companies
and multinationals seeking GNDM capability while Asia Pacific and Middle East
remained volatile.
The year saw TCS cut many large deals in the face of the weakening economy.
The company signed 35 other large deals and adding around 92 new clients in
its existing list.
In April 2008, S. Ramadorai, CEO of TCS had revealed that they are investing
in developing infrastructure in 11 different Indian cities adding almost 30,000
seats for the year 2009. However, taking an update on those plans after the mishaps that happened later in the year, “We are likely to experience delays in ramp
ups as well as in the decision-making and all our focus on building for the future
would be around building efficiencies and looking at the future and investing for
the future on people and some of the assets which we create,” said Ramadorai in
January this year.
Application Development and Maintenance continues to contribute significantly to the chunk of TCS’ revenue (approximately 49 percent of revenues). Moreover, the company is looking toward strengthening its infrastructure and OPD capabilities, which contribute 20 percent in terms of
revenue growth.
The companies attrition rate has fallen
down to a great extent and the company
attributes this to its expertise in talent management and retention. Maintaining its
steady growth, TCS is hopeful that the things
will change in second half of 2009. “It has
been a tough environment but TCS has a
very healthy deal pipeline and we need to
ensure closure of these deals,” states Chandrasekaran. Adding to this, “When we come
to 2009 and what we see ahead, we are confident about the growth prospects based on
momentum and the capacity and capability
building, but we will continue to be watchful
S. Ramadorai, CEO
about the external environment especially in
the U.S.,” concludes Ramadorai. GS
14
Special Report
Best Performing Infrastructure Services Provider
Affiliated Computer Services
A
By pratibha verma
CS strengthened its IT Outsourcing (ITO) presence globally by providing infrastructure services like network services, storage, desk
operations, midrange, security, mainframe and desktop support.
Employing around 70,000 people all over the world, this company
earned the revenue of $6.4 billion in 2008 wherein ITO represents approximately
25 percent of ACS’ revenue. ACS also sees significant opportunity in Europe. In
2008, ACS expanded its ITO business into Europe, acquiring companies in the
U.K. and in Germany to enhance its global capabilities.
Having seen no impact of global slowdown, its President and CEO Lynn
Blodgett says, “ACS has a recession resistant model that performed well again
this year. We delivered strong performance in revenue, earnings, cash flow and
bookings. We are proactively managing the business to take advantage of opportunities in this market and undertaking several initiatives to increase resiliency of
our business.”
New business signings for the fiscal year-to-date period were an estimated
$1.6 billion of total contract value, which was 20 percent increase over the prior
comparable period. From a service-line perspective, ITO generated 14 percent of
new business signings. Company’s new business signings for the fiscal year-todate period were $405 million of annual recurring revenue.
Citing Ingersoll Rand’s 10-year renewal deal as unusual, ACS is confident
about its Remote Infrastructure Management (RIM) services and hopes to get
more contracts in near future. Other recent renewals were Ingram Micro and The
Queen’s Health System.
Believing that there is clearly an opportunity in the current economy to reduce costs in outsourcing space, the company offers multiple innovative solutions to help customers reduce IT budgets, such as virtualizing customers’ server
environments or consolidating their data centers into pooled environments.
The company recognizes that incremental RIM or just moving workloads to
low-cost labor locations has reached the point of diminishing returns and minimal differentiation. For many years ACS has been investing in automation and the
reduction or elimination of human interaction within the RIM environment.
“In addition to speeding resolution, an automated RIM environment identifies
the types of incidents that occur so that they
can be addressed proactively by eliminating
the incident altogether. Using quality assurance tools, like a Pareto chart our engineers
easily see the most common incidents for a
customer and research the root cause. For
example, if a particular client is continually
experiencing backup issues, the problem
may be inadequate C drive space — something that could be remedied by a server reconfiguration. Instead of spending time writing tickets, skilled personnel now can focus
efforts on continued automation and remedying points of pain,” says ACS Technology
Lynn Blodgett, CEO,
Innovation for the IT Outsourcing Business
Vice President Nagesh Kunamneni. GS
15
IT Infrastructure
1 Affiliated Computer Services (ACS)
2 HCL Technologies
3 Wipro Technologies
4 Tata Consultancy Services (TCS)
5 Unisys
6 Infosys Technologies
7 Patni Computer Systems
8 CGI Group
9 MphasiS
10 Microland
S T A T S
CEO: Lynn Blodgett
Skill set (top 3): Back-office processing,
human resources, infrastructure hosting
Verticals: Communication Providers,
Financial Services Organization, Healthcare, Higher Education Institutions,
Insurance Companies, Manufacturers,
Retailers, Transportation: Shipping & Logistics, Travel Providers, Administration
and Finance, Environment Federal (U.S.),
Healthcare, Human Services, Public
Safety & Justice, Transportation
Customers: The Queen’s Health System,
Ingram Micro, Ingersoll Rand, Nike
Delivery centers (top 5): U.S., India,
Malaysia, Mexico, Spain, Jamaica
Employees: 70,000+
Revenues (est. 2008): $6,400 million
Year founded: 1988
Website: www.acs-inc.com
In 2008, ACS expanded
its ITO business into
Europe, acquiring
companies in the U.K.
and in Germany
Special Report
Best Performing Outsourced Product Development Company
Symphony Services
I
By pratibha verma
Top 10 Service Providers: OPD
1 Symphony Services
2 EPAM Systems
3 Luxoft
4 Ness Technologies
5 HCL Technologies
6 GlobalLogic
7 Exigen Services
8 L&T Infotech
9 MindTree
10 Mera Networks
S T A T S
CEO: Gordon Brooks
Skill set (top 3): outsourced product
development, application testing, process
expertise
Verticals: ISVs, Storage & Information Lifecycle Management, Systems
Management, Telecom, Embedded, Medical Devices, e-Commerce, Information
Service Providers, Travel
Customers: Oracle, Attachmate/NetIQ,
Lawson, Misys, Iron Mountain, NetApp,
Motorola, Avaya, IRI, Concur
Delivery centers : India, U.S., Beijing
Employees: 4,000
Revenue (est. 2008): $200 million
Year founded: 2002
Website: www.symphonysv.com
Symphony is planning
a move into the design
of physical products,
leveraging CAD/
CAM, electrical and
mechanical design and
fluid mechanics
t was Symphony Services’ positive and multi-disciplinary approach to boost
R&D performance and incorporate innovation across the product and service development lifecycle, which not only helped it expand its abilities in
the garb of recession, but also earned it this year’s best OPD player award
by Global Services and neoIT.
Citing downturn as the ideal time for investment rather than retrenchment,
President and CEO, Symphony Services Gordon Brooks says, “In a downturn,
funds are limited, so if a company is trying to expand its capabilities to bring
new products to market and improve quality, the company would be able to do it
more efficiently rather than simply throwing more money at the problem.”
Symphony Services provides end-to-end R&D outsourcing capabilities from
testing and Q&A to product-line management to support and remote infrastructure management. It delivers over 1,000 releases per year.
With 37 new customers so far in 2008 and 41 percent year-over-year revenue
growth, Symphony Services claims that it is building for its future. Symphony is
introducing new services like application-management services which would enable ISVs to offer hosted and managed services options to its customers.
The company is planning a move into the design of physical products, leveraging CAD/CAM, electrical and mechanical design, and fluid mechanics. “These developments contribute to excitement for 2009, which we anticipate will be another
breakthrough year despite the downturn in the global economy,” adds Brooks.
With 4,000 employees in India, U.S. and Beijing, the company is optimistic
about strong growth in 2009. “There’s no doubt that 2009 will be a challenging
year for everyone. Nobody harbors expectations of more than 40 percent growth
this year. But we do expect strong growth nonetheless. In the dialogue we see
that many of our customers may take more aggressive stances with their offshoring and outsourcing initiatives to reduce net R&D spend while maintaining, and
perhaps increasing, market momentum,” he says.
Having been not directly involved in the ITO market, Symphony’s average
contract value for ITO fell significantly. “We believe the majority of the reduction in scope and renegotiation of rates across the industry, were primarily a
function of the economic downturn. Since budgets have been more established
now, we have actually seen contracts getting much bigger and transformational in
nature,” he adds.
Apart from the expansion, Symphony
Services also saw some mild effects of the
economic crises. Brooks says, “Back in the
fall, we saw some prospects take a step
back and try to understand how it was going to impact them and how they may have
to adjust their objectives and the strategies to achieve them. Since late November
[2008] we’ve seen that many companies
taking an even more aggressive posture
with offshoring and outsourcing to imGordon Brooks, CEO,
prove the effectiveness and efficiency of
Symphony Services
their R&D operations.” GS
16
Special Report
Best Performering BPO & FAO Service Provider
Genpact
G
By Imrana Khan
enpact, the only Global Services 100 company that won two categories: Best Performing FAO Service Provider and Best Performing BPO
Service Provider, started the year 2008 with a bang. The company
celebrated the New Year with an FAO agreement in hand.
Year 2008 was great for Genpact despite the gloom and doom of the economy.
Even the lackluster fourth quarter was productive for Genpact with five new customers getting added to its client roster. Invensys, Ceridian, Hyatt Shared Services Center, are a few of those customers that selected Genpact as a partner during
the first three quarters of the last year.
“The things which make us stand out as a BPO player are: Processes expertise
to provide end-to-end services across various industries, ability to drive business
value by leveraging our technological and analytical capabilities, and operational
excellence driven by Six Sigma, Lean and re-engineering,” said Pramod Bhasin,
CEO, Genpact.
The company sees this recessionary environment as a platform for new opportunities. “This is the right time to acquire talent, especially in the U.S. and the
U.K., and I would like to shift my focus there,” said Pramod. Of the total 36,200
full-time employees at Genpact (as of Dec. ’08), most are seated in the region of
Asia Pacific (India, China and the Philippines). “The market is tougher than ever
before. However, opportunities for providers like us are no less. In fact, we have
been noticing double digit growth; and it’s going to grow,” added Bhasin.
“The biggest benefit that we get is when we partner with those customers
who expect us to drive business value for their business capabilities,” said Tiger
Tyagarajan, COO, Genpact while reacting over the win. But “the journey is not
complete. For large corporations, there is always a large scale to be tapped.”
Interestingly, Genpact’s process capabilities range from FAO, BPO to ITO services, of which BPO and FAO are the areas that the industry is aware of. “[it’s]
because of our heritage. We started as a BPO company, and we started offering
BPO services first, and then we added IT as a separate business. So it’s because
we also had a very strong linkage to Lean and Six Sigma — people associate those
as processes. Also, 80 percent of our business is process and analytics, and the
rest is IT. So when you have a combination of history where you started with
what you were known for and, of course,
the size, people associate with you that
way,” said Tiger.
“When our customers look at our IT
capabilities and when they mix it with our
processes, those bonds are very strong.
These are the customers whose previous
engagements [with other providers] failed.
And, they failed because their team didn’t
know how to implement IT and processes.
And when we offer them such clubbed services, which they didn’t get previously, that
experience is great,” said Tiger when asked
about the company’s future wins in the
Pramod Bhasin, CEO
ITO category of Global Services 100. Tiger
Genpact
adds,“We’ll get there one day.” GS
17
Top 10 Service Providers: BPO
1. Genpact
2. WNS Global Services
3. Sitel Worldwide
4. Aditya Birla Minacs Worldwide
5. Convergys
6. Firstsource Solutions
7. Sutherland Global Services
8. EXL Service
9. 24/7 Customer
10.SPi Technologies
Top 10 Service Providers: FAO
1. Genpact
2. WNS Global Services
3. Affiliated Computer Services (ACS)
4. Outsource Partners International
6. Ocwen Financial Corporation
7. MphasiS
8. Cambridge Solutions
9. Wipro Technologies
10.HOV Services
S T A T S
CEO: Pramod Bhasin
Skill set (top 3): Finance & Accounting,
Insurance, Analytics, Software
Verticals (top 3 by revenue): Banking,
Financial services & Insurance,
Manufacturing and others
Customers: GE, Wachovia, CadburySchweppes, GlaxoSmithKline, KimberlyClark, Hyatt, others
Delivery centers (top 5): Delhi NCR
(India), Hyderabad (India), Dalian (China)
Employees: 36,200 (31st December
2008)
Year founded: 1997
Website: www.genpact.com
Special Report
Best Performering HRO Service Provider
Convergys
Top 5
Service Providers: HRO
1.
2.
3.
4.
5.
Convergys
Wipro Technologies
Cambridge Solutions
S T A T S
CEO: David F. Dougherty
Skill set (top 3): Project management,
finance and accounting, staffing / subcontracting
Verticals (top 3 by revenue): Banking
and financial services, telecommunication, technology
Customers: Vivo, Virgin Media, AIS,
British Telecom, Brasil Telecom, Comcast
AT&T
Delivery centers (top 3): India, North
America and the Philippines
Employees: 75,000
Year founded: 1998
Website: www.convergys.com
Repeated contract
renewals without
the bid process is
one of Convergys’
biggest traits
C
by imrana khan
onvergys, the winner of the HRO category is a new entrant into the
the 2009 Global Services 100 survey, and it managed to sweep away
the HRO category. None of the last year’s winners feature in the 2009
list. This year’s list is completely fresh!
Repeated contract renewals without the bid process is one of Convergys’ biggest traits. It is testimony to the company’s leadership in this area. In 2008, Convergys renewed an HRO contract with a global technology firm, a world leader in
management services and a significant state government entity.
However, last year Convergys also witnessed the termination of its one of the
biggest HRO deals with Starbucks. The customer canceled the deal due to its own
in-house issues. But the deal termination affected Convergys to some extent.
Despite such loss and the impact of global recession, the company started recovering in the last quarter of 2008. Convergys’ revenues grew from $676 million
in Q3 ’08 to $704 million in Q4 ’08. However, Q4 ’08 revenues is lower than what
the company had posted in previous year’s third quarter — $714 million.
Still, the challenges are no less in the months to come. However, Convergy’s
three-dimensional capability — skilled people (over 75,000 employees across
the world), vast processes (HR offerings include recruiting and resourcing, compensation, HR administration, payroll, benefits, performance management and
learning, workforce intelligence and enabling services) and delivery network
(Convergys’ integrated HR service centers located in Jacksonville, Florida; São
Paulo, Brazil; and Kuala Lumpur, Malaysia) — is able to derive business value for
its global HRO customers.
“We leverage our 72 customer service centers and 12 employee service centers
to cater to our customers, and also support employee relationships in 70 countries and in 35 languages. Our model uniquely optimizes regional service-center
efficiencies while supporting local (and native) languages, cultures, norms, rules
and regulations. At the same time, our expertise in SAP-based HR solutions and
our partnership with SAP permits us to influence platform decisions and deliver
increased benefits to our clients. Convergys has expertise in PeopleSoft Oraclebased HR Solutions. And these are the things that differentiates us from others,”
said David F. Dougherty, CEO, Convergys.
While many HR service providers’ offerings are still restricted to payroll, HR administration and benefits, Convergys’ services have
grown beyond to learning, resourcing and
many other HR management services. In fact,
2009 has just begun and the company has announced its big achievement. It implemented
on-time “go-live” HR management services
for its Fortune 50 customer. It took place in
multiple languages in Latin America, North
America and Asia Pacific. Convergys used its
“transform-then-transfer” approach to redesign the customer’s global HR processes then
implemented an integrated, SAP HRIS platDavid F. Dougherty, CEO
form including corresponding manager and
Convergys
employee self-service portal. GS
18
Special Report
Best Performing Contact Center
Sitel Worldwide
S
By Imrana Khan
itel once again bagged the top slot in the category: Best Performing Contact Center. Interestingly, this year’s top 10 list of global contact centers
has many surprises, including ACS making to the third slot from last
year’s nowhere position, NCO Group jumping to the fourth position
from the last year’s 10th slot, Convergys entering into the category for the first
time and making to the second position.
The winner of the category, Sitel needs no introduction as a contact center
leader. The three things that make it stand out are: a) global sourcing — which is
about its flexibility to source the most appropriate global talent; b) global operating standards — which is about using 32 years of experience supporting 3 million customer interactions a day to deliver consistent service every day; c) global
private network — which is about ensuring uninterrupted service to customers
to route voice and data seamlessly throughout its 140+ global facilities.
On its capabilities to serve efficiently, one of Sitel’s customers Joann, Director
Strategic Alliances, Pitney Bowes cites, “Although Sitel is a large global company,
they have demonstrated that they value Pitney Bowes as a customer. From the
beginning of the partnership when Pitney Bowes launched with approximately
35 agent positions in two global locations, Sitel provided the appropriate level
of operational support and access into Sitel’s senior management organization.
I think Sitel’s ability to meet customers at their level is one of the reasons Pitney
Bowes and Sitel have been so successful together — small and then medium.”
Many such deals continue to get signed. For example, in Feb. ’09, Sitel inked
a multiyear, approximately $40 million, outsourcing deal with a new customer to
provide inbound customer care and other customer-service activities. The company has already employed approximately 400+ associates for this project.
However, market conditions have impacted Sitel as well. “The positive impact
has materialized as large new outsourcing initiatives that have been typically associated with consolidations, asset reallocations and re-badged employees. Due
to this, we expect to see several new companies join our roster of customers in
2009. The down side impact is realized primarily through the erosion of forecasted volumes. Our volume decreases are a direct reflection of dampening in new
customer sales, activations, reservations, claims, product releases and account
opens,” said David Garner, CEO, Sitel.
To serve customers facing the challenging economic conditions, Sitel has
developed special service offerings, including a packaged offering targeted at
low balance collections — this solution
is optimized to profitably collect early in
the process using a unique blend of interactive voice, live agents and non-agent
assisted collections strategies.
Will the current slowdown continue to
affect Sitel in 2009? “Sitel is bullish about the
future. We believe we will be a significant
part of our customer’s successful navigaDavid Garner, CEO,
tion of the current economic environment
Sitel Worldwide
and their emergence from this turmoil. GS
19
Contact Center
1 Sitel Worldwide
2 Convergys
3 Affiliated Computer Services (ACS)
4 NCO Group
5 Stream Global Services
6 ICT Group
7 eTelecare Global Solutions
8 Firstsource Solutions
9 HTMT Global Solutions
10 Intelenet Global Services
S T A T S
CEO: David Garner
Skill set (top 3): Call-center management, back-office processing, vertical
market expertise
Verticals (top 3 by revenue): Telecom,
retail/wholesale & consumer products,
software / hi-tech,
Customers: Not revealed
Delivery Centers (top 5): Manila and
Baguio (Philippines), Bangalore (India),
Madrid (Spain), Panama City (Panama)
Employees: 66,000
Year founded: 1985
Website: www.sitel.com
To serve customers
facing the challenging
economic conditions,
Sitel has developed
special service offerings,
including a packaged
offering targeted at low
balance collections
Special Report
Leader in Asia (Excluding India)
Neusoft
T
by Imrana khan
Top 10 Service Providers: Asia
1 Neusoft
2 SPi Technologies
3 ICT Group
4 eTelecare Global Solutions
5 TELUS International
6 Insigma Technology
7 VanceInfo Technologies
8 Achievo
9 hiSoft Technology International
10 Kompakar
S T A T S
CEO: Dr. Jiren Liu
Skill set (top 3): Product engineering,
vertical industry solutions, application
development and maintenance support
Verticals (top 3 by revenue): Telecom,
healthcare, hi-tech
Customers: Motorola, Nokia, EMC, Calix,
Alpine, Toshiba
Delivery centers (top 5): Shenyang,
Dalian, Nanjing, Beijing, Shanghai
Employees: 15,000+
Revenues (est. 2008): $540 million
Year founded: 1991
Website: www.neusoft.com/en
“... the Chinese
market shall always
be Neusoft’s priority.
It’s a growing
economy, and
consumer demands
will bring great
opportunities to IT
outsourcing services”
his is Neusoft’s fourth consecutive win having topped this list as the
leading China-based service provider.
Neusoft’s CEO, Dr. Jiren Liu, continues to stress on strategies to
grow further in China and Asian markets. Neusoft in the earlier years
made its delivery network strong to withstand a recessionary environment. When
the other Asian service provider were focusing on the low hanging fruits in the
American and European continents to grow further, most of Neusoft’s strategies
were primarily focused toward domestic and other Asian markets. Not that Neusoft ignores the U.S. market, but the company’s strategy has always been following geographically de-risked business model.
“I think the Chinese market shall always be Neusoft’s priority. It’s a growing economy, and consumer demands will bring great opportunities to IT outsourcing services. To cope with the worldwide financial crisis, China launched
a 4-trillion-Yuan stimulus package to promote domestic demand, most of which
will be used to build and upgrade infrastructures. This will surely offer a lot of IT
outsourcing opportunities,” stated Liu.
Besides, the company has always been focusing on the Japanese market. “We
will go on and expand outsourcing services in the Japanese market, both horizontally and vertically. Up to now, we have set up branches in Tokyo, Osaka, Nagoya,
which bring us closer to customers and enable us to offer both offshore and
onsite services. Considering our customers’ demand, we will expand our human
resources devoted to local development and services in Japan” he added.
In 2008, Neusoft continued a steady growth in software and service outsourcing, seeing a 30 percent increase in revenues. Interestingly, Business Process Outsourcing (BPO), the area which the IT-services company jumped into just a few
years ago is something the company would focus on in the years to come. With
abundant talents proficient in Japanese and/or Korean, the company would full
use of this advantage to develop BPO services in this area and expects to boost
its BPO capabilities.
While revealing their future strategies, the Liu said, “We will invest more to
build global delivery centers. In 2008, besides the established software R&D
bases in Shenyang, Dalian and Beijing, we began to build more R&D bases in
Tianjin, Shanghai, Nanjing and Guangzhou
and such. We will actively develop alliance
and merger plans on major target markets,
especially on the European, American and
Japanese markets.”
Like a true leader, the company sees the
period of recession as the time of seeking
out for newer opportunities ahead. “In my
opinion, it is necessary for companies to cut
costs and gain competitiveness by outsourcing to survive under such economic turmoil
and maintain sustainable development in
the long run. So, I think 2009 presents not
only big challenges but also tremendous
Dr. Jiren Liu, CEO
opportunities for the software and service
Neusoft
outsourcing industry.” GS
20
Special Report
Leader in Eastern Europe
Luxoft
I
By Namita goel
n 2008, the acquisition of ITC Networks, a Romanian IT-services provider,
helped in increasing the overall revenue to over $150 million and the number of employees to more than 3,000. Besides strengthening Luxoft’s expertise in the telecom industry, the acquisition brought in a customer portfolio comprising companies such as Nortel Networks, Avaya, Trapeze Networks
and others. “This acquisition is another step in Luxoft’s growth and strengthening of the company’s global presence,” said Dmitry Loschinin, CEO, Luxoft. “The
tremendous telecoms aptitude of the combined team, prominent EU location
and shared commitment to engineering excellence will serve Luxoft, its customers and ITC Networks’ customers well for years to come.”
With delivery locations across EMEA, North America, Central and Eastern Europe and — since last year — Vietnam, Luxoft has made a conscious effort to
provide worldwide its clientele an optimal mix of nearshore, offshore and onsite
delivery models. “For 2009, we plan to develop out two delivery centers, one in
Vietnam and the other one in Romania,” says Dmitry Loschinin, CEO, Luxoft.
To attract the best talent, Luxoft has tied up with universities and also pays
better than most of the IT companies in Eastern Europe. Recently, Luxoft joined
hands with two universities in Ho Chi Minh city, Vietnam. In addition to working with universities in Vietnam, Luxoft cooperates with leading Russian and
Ukrainian technical education institutions such as Moscow State University, St.
Petersburg University of Information Technologies, Mechanics and Optics, National University of Ukraine (KPI), and others. It was also selected as the only
CIS Company to earn the status of partner from Carnegie Mellon University’s
Software Engineering Institute.
Last Year, Luxoft was also announced as the first Eastern company to be appraised at the highest process maturity level, known as Level 5, of the latest version
of Capability Maturity Model Integration for Development (CMMI-DEV), a process
improvement approach aimed at driving best practices in product and service.
Every year Luxoft releases its predictions for the IT outsourcing industry. In Jan. ’09, Luxoft released the predictions for the current year. One of
the interesting ones being: “Labor market conditions will improve and will
go from being “personnel-driven” to “employer-driven” market. Economic
downturn will improve labor markets in
Russia and Ukraine (as well as in other
Eastern European countries). Economic
pressure in 2009 will result in a larger
quantity of skilled IT personnel.” Another
fact that the report stated is that “Some
of the promising areas for outsourcing in
2009 are e-commerce, wireless and mobile technologies.”
The results for current financial year
that ends in April 2009 are yet to be released. So Luxoft revealed that based on
the estimates from H2 ‘08, they are expecting that the revenue will stay the same for
Dmitry Loschinin, CEO,
the rest of the period with a small growth
Luxoft
of 2 to 3 percent. GS
21
Eastern Europe
1 Luxoft
2 EPAM Systems
3 Exigen Services
4 IBA Group
5 Reksoft
6 Mera Networks
7 SoftServe
8 DataArt
9 Itransition Group
10 Auriga
S T A T S
CEO: Dmitry Loschinin
Skill set (top 3): Application maintenance and development, engineering services, outsourced product development
Verticals (top 3 by revenue): Aerospace,
Automotive, BFSI
Customers: AirData, Caterpillar, Boeing,
Deutsche Bank, UBS
Delivery Centers (top 5): Russia,
Ukraine, Romania, Vietnam, Canada
Employees: 3,105
Revenue (est. 2008): $106 million
Year founded: 2000
Website: www.luxoft.com
Luxoft continues to
expand in Eastern
Europe with plans to
further develop its
center in Romania
Special Report
Leader in Latin America
Neoris
Latin America
1 Neoris
2 Politec Global IT Services
3 Hildebrando
4 Sonda
5 Quintec Soluciones Informaticas
6 Synapsis
7 Globant
8 Grupo ASSA
9 Grupo Prominente
10 TNX
S T A T S
CEO: Claudio Muruzabal
Skill set (top 3): Application maintenance and development, application integration, outsourced product development
Verticals (top 3 by revenue): BFSI,
manufacturing, health care
Customers: CEMEX, Lowe’s, Master Card,
First Data, Eurofarma
Delivery centers (top 5): Mexico, Argentina, Hungary, U.S., Middle East
Employees: 3,200
Revenues (est. 2008): $350 million
Year founded: 2000
Website: www.neoris.com
Neoris plans to
continue to develop
its recently started
centers in lowcost areas such as
Culiacan (Mexico),
San Nicolas,
Rosario and Rojas
(Argentina) and Sao
Paulo (Brazil)
“
by namita goel
Even under the current market circumstances we were able to achieve
good results in terms of revenue and also in cost reduction. This allowed
us to uphold our financial commitments to our shareholders, which will
be essential to continue our expansion in the U.S. and European markets,” said Claudio Muruzabal, CEO of Neoris, when the in Jan. ’09 Neoris witnessed a growth of more than 25 percent in the revenues coming from international business.
Apart from spreading its wings across Latin America, Neoris has recently
enjoyed another geographical expansion by establishing new operations in the
Andean Region and in the Middle East. And a year ago Neoris had acquired a
Colombian SAP integrator and last April opened offices in Dubai.“However, we
have parked all the expansion plans for H1 ’09,” says Doug Gattuso, VP and
Managing Director, Neoris. So instead Neoris will continue to develop its recently started centers in low cost areas such as Culiacan (Mexico), San Nicolas,
Rosario and Rojas (Argentina) and Sao Paulo (Brazil). For example, in Mexico
and Argentina, they will increase APO and ABAP capabilities and in Brazil Neoris is planning to increase SAP MII capabilities. “Our investments in the new
delivery centers are mostly consisting of hiring and training for current and
new service expansion. Part of this investment is also related to infrastructure
improvements,” says Gattuso.
Revealing the impact of H2 ’08 on the company’s profits, Neoris focused on
the nearshore outsourcing strategy that had helped in scaling its operations in
the U.S., Europe and the Middle East while maintaining its leadership in Latin
America. Past September, Neoris hired Doug Gattuso as head of North America
to handle the nearshore operations. As a part of its global service delivery model,
Neoris has numerous solution centers that are located strategically to assist the
customers located across the globe that proves to be cost-effective. Neoris is also
working toward enhancing its onsite capabilities as the company is a neighbor
to the U.S. so it won’t cost much and at the same time it would result in a high
price value quotient.
In the last one year, Neoris has considerably enhanced its BPO activities in to
the HR outsourcing, finance and accounting outsourcing and procurement processes. For instance, for its client Cemex, Neoris
has served as the IT-management function
throughout the implantation of common
systems in all EMEA country operations,
promoted these applications to production,
located and opened a data center in Eastern
Europe (Budapest) and developed all of the
run and maintain processes for the applications, network and hardware infrastructure
to support ongoing operations.
The attrition rate at Neoris has been
quite stable for the last two years. This is
partly due to the market conditions and
Claudio Muruzabal, CEO
partly as a result of labor market stability in
Neoris
the geographic areas of operation. GS
22
Special Report
Leader, Human Capital Development
HCL Technologies
I
By Pratibha Verma
n the midst of recession when news about layoffs doesn’t shock any more,
HCL has won the award for developing human capital. It is its “Employee
First” philosophy, which placed it on top this year right from the fifth
position last year.
Under the “Employee First” philosophy, employee councils brainstormed,
designed and rolled out programs along six themes — talent, grey cells, community service, sports, wellness and women. These programs ranging from
work-life balance programs to “go green” kept the employees active and motivated. “Our women first program also created a sensitive culture and gave
women wings to fly high. We offered programs on safety/security, flexi policies,
maternity and lifestyle,” says Vineet Nayar, CEO, HCL Technologies.
With the total of 52,957 employees all over the world, HCL is planning to expand its functions and open more delivery centers in Brazil and North Carolina
in the Spring/Summer of 2009.
It was a challenge for the company to manage attrition in 2008. “Through
our ‘Employee First’ philosophy, which is based on the premise that delighted
employees create delighted customers and thereby sustain business success
(internally and externally), we provided HCL-ite not just a ‘job’, but also a ‘career’…. It created a critical difference in choosing between two opportunities.
Initiatives such as Career Power and iLearn also leveraged increasing employee
engagement thereby reducing attrition,” he adds.
iLearn, HCL’s learning-management system, is a Web-based distributed application that facilitates managing the development and performance of people
within an organization.
HCL’s other human-development policies also gave HCL-ites extra reason to
smile. Consistently high performing employees (outstanding in two years) were
recognized under the O2 League. There were dedicated engagement programs
customized to this group of consistent top performers.
Its one-stop portal, Career Power, empowered employees to manage their careers effectively in HCL in a structured manner by creating transparency and visibility. It also provided a number of key career resources like career counselors, reflective instruments, career development action
plan, and such. Through this program, employees learned about career landscapes,
heightened self-awareness through reflective
exercises, and harvested a career goal.
“For employees, it was a self-propelled
and enduring career management and
development engine that put them in the
driver’s seat to navigate their careers in
HCL and had an enriching and fulfilling
career experience in HCL and for HCL. It
is such a powerful platform that seeks to
bring about the best match between business requirements/opportunities available
with the career goals/ future aspirations of
Vineet Nayar, CEO,
the employee, thus taking it closer to being
HCL Technologies
an Employer of Choice,” he adds. GS
23
Top 10 Services Providers:
Human Capital Development
1. HCL Technologies
3. MphasiS India
4. Genpact
5. Tata Consultancy Services
6. Computer Sciences Corporation (CSC)
7. Exigen
8. Capgemini
9. EPAM Systems
10. Neusoft
S T A T S
CEO: Vineet Nayar
Skill set (top 3): Software-led IT solutions, remote infrastructure management, engineering and R&D services
Verticals: Aerospace and Defense, Automotive, Financial Services, Government,
Energy & Utilities, Hitech &Manufacturing, Life Sciences & Healthcare, Media &
Entertainment, Retail & CPG, Telecom,
Travel, Transportation & Logistics
Customers: Deutsche Bank, Microsoft,
Xerox, Cisco
Delivery Centers (top 5): India, U.S.,
U.K., ANZ, Northern Ireland
Employees: 52, 957
Year founded: 1999 (IPO launch)
Website: www.hcltech.com
“We provided HCL-ite
not just a ‘job’, but also
a ‘career’…. It created
a critical difference in
choosing between two
opportunities”
Special Report
Company
CEO
URL
24/7 Customer Aditi Technologies
Affiliated Computer Services (ACS) AppLabs Augmentum Auriga Aztecsoft Beyondsoft Group Birlasoft Cambridge Solutions Capgemini CGI Group Compass BPO CompuPacific International Computer Sciences Corporation (CSC)
CPM Braxis
DarwinSuzsoft (Dextrys)
DataArt
DBA e4e ea Consulting Asia Pacific EDS EPAM Systems eTelecare Global Solutions Exigen Services Exl Service
First Consulting Group
Firstsource Solutions Freeborders GeBBS
Genpact GlobalLogic
Globant
Globerian
Grupo ASSA HCL Technologies
Headstrong Hildebrando Services HOV Services (formerly LASON)
HTC Global Services Hinduja TMT Global Solutions IBA Group
IBM
ICT Group iGATE Global Solutions
Indecomm Global Services Infosys Technologies ITC Infotech Kompakar KPIT Cummins
P. V. Kannan Pradeep Singh
Lynn Blodgett Sashi Reddi
Leonard Liu Alexis Sukharev Samir Bodas Ben Wang Kamal Manasharamani Christopher A. Sinclair
Paul Hermelin
Michael E. Roach
Devesh Nayel Michael Liu Michael W. Laphen Braxis Jair Ribeiro
Brian T. Keane Michael Zaitsev Danilo Meth and Paulo Velloso Somshankar Das Chin King Wong Ronald A. Rittenmeyer
Arkadiy Dobkin John Harris
Alec Miloslavsky Vikram Talwar Larry Ferguson
Ananda Mukerji Jean Cholka Nitin Thakor Pramod Bhasin Peter Harrison
Martín Migoya Naveen Trehan Roberto Wagmaister
Vineet Nayar
Arjun Malhotra Diego Zavala Ronald Congburn
Madhava Reddy Partha De Sarkar Sergei Levteev Samuel J. Palmisano John J. Brennan Phaneesh Murthy
Naresh Ponnapa S. Gopalakrishnan Sanjiv Puri Dr. Ir. Ahmad Fikri Hussein
Kishor Patil
www.247customer.com
www.aditi.com
www.acs-inc.com
www.applabs.com
www.augmentum.com
www.auriga.com
www.aztecsoft.com
www.beyondsoft.com
www.birlasoft.com
www.capgemini.com
www.cgi.com
www.compass-bpo.com
www.compupacific.com
www.csc.com
www.cpmbraxis.com
www.darwinsuzsoft.com
www.dataart.com
www.dba.com.br
www.e4e.com
www.eacap.com
www.eds.com
www.epam.com
www.etelecare.com
www.exigenservices.com
www.exlservice.com
www.fcg.com
www.firstsource.com
www.freeborders.com
www.gebbs.com
www.genpact.com
www.globallogic.com
www.globant.com
www.globerian.com
www.grupoassa.com
www.hcltech.com
www.headstrong.com
www.hildebrando.com.mx
www.hovservices.com
www.htcinc.com
www.hindujatmt.com
www.ibm.com
www.ictgroup.com
www.igate.com
www.indecommglobal.com
www.infosys.com
www.itcinfotech.com
www.kompakar.com
www.kpitcummins.com
24
Special Report
Company
CEO
URL
LogicaCMG Longtop Luxoft Macadamian Technologies
Mastek
Mera Networks
Microland
MindTree Consulting Nagarro NCO Group Neoris
Ness Technologies Neusoft Group NIIT Technologies
Ocwen Financial Corporation
Omnitech InfoSolutions
Outsource Partners International
Patni Computers Perot Systems Polaris Software Lab
Politec
PremierBPO QuEST Reksoft
Sapient Satyam Computer Services Scicom
SECOVA eSERVICES Sierra Atlantic Sitel SoftServe
Softtek SPi Technologies Stream
Sutherland Global Services Symphony Services Syntel
Tech Mahindra Teledirect
TELUS International Unisys Vantage Point Consulting
Vanceinfo Technologies vCustomer Vengroff, Williams & Associates Virtusa
Wipro Technologies WNS Zensar Technologies Andy Green Eric Liang
Dmitry A. Loschinin Frédéric Boulanger
Sudhakar Ram
Marc Granic
Pradeep Kar Ashok Soota Vikas Sehgal Mike Barrist
Claudio Muruzabal Sachi Gerlitz
Dr. Liu Jiren
Arvind Thakur
William Erbey Atul Hemani Clarence T. Schmitz N.K. Patni Peter Atlabef Arun Jain HÉlio Santos Oliveira Mark Briggs
Ajit A. Prabhu Alexander Egorov Alan Herrick Ramalinga Raju Leo Ariyanayakam Venkat Tadanki Raju Reddy
David Garner Taras Kytsmey
Blanca Trevino Peter D. Maquera Toni Portmann Dilip R. Vellodi Gordon Brooks Bharat Desai S. Ramadorai Vineet Nayyar
Laurent Junique Eng Boon Lau Joseph W. McGrath
Rahim Osman Chris Chen Sanjay Kumar Mark Vengroff Kris Canekeratne Azim H. Premji Neeraj Bhargava Ganesh Natarajan www.logicacmg.com
www.longtopinternational.com
www.luxoft.com
www.macadamian.com
www.mastek.com
www.meranetworks.com
www.microland.com
www.mindtree.com
www.nagarro.com
www.ncogroup.com
www.neoris.com
www.ness.com
www.neusoft.com
www.niit-tech.com
www.ocwenbusiness.com
www.omnitechindia.com
www.opiglobal.com
www.patni.com
www.perotsystems.com
www.polaris-america.com
www.politec.com
www.premierbpo.com
www.quest-global.com
www.reksoft.com
www.sapient.com
www.satyam.com
www.scicom-intl.com
www.secova.com
www.SierraAtlantic.com
www.sitel.com
www.softservecom.com
www.softtek.com
www.spi-bpo.com
www.stream.com
www.suth.com
www.symphonyservices.com
www.syntelinc.com
www.tcs.com
www.techmahindra.com
www.teledirect.com.sg
www.TELUSInternational.com
www.unisys.com
www.vpcasia.com
www.vanceinfo.com
www.vcustomer.com
www.vwainc.com
www.virtusa.com
www.wipro.com
www.wnsgs.com
www.zensar.com
Note: Some companies such as Accenture and Cognizant would have made it to the Global Services 100 list, but they did not respond to our survey.
25
Special Report
Company
CEO
URL
24/7 Customer Accenture Affiliated Computer Services (ACS)
Augmentum Auriga Bleum Caliber Point Cambridge Solutions Capgemini CGI Group ClientLogic Cognizant Technology Solutions Convergys Covansys CPM Darwin Suzsoft DataArt DBA Dextra Technologies e4e ea Consulting EDS EPAM Systems Etech Exl Service FCG Software Services Freeborders Genpact Globant HCL Technologies Headstrong Hispanic Teleservices HTC Global Services Hinduja TMT Global Solutions
I.T. United IBA Group IBM ICT Group i-flex solutions Infinite Computer Solutions Informatica Integral Empresarial Infosys Technologies Innominds Software Intelenet Global Services Intetics ITC Infotech Kepler - Rominfo Knoah Solutions Lason Lohika Systems P. V. Kannan Bill Green Lynn Blodgett
Leonard Liu Alexis Sukharev Eric Rongley Ashok Bildikar Chris Sinclair Paul Hermelin Michael E. Roach David Garner Francisco D’Souza James F. Orr Rajendra B. Vattikuti Antonio Carlos Rego Gil Dan Ross
Michael Zaitsev Danilo Meth Daniel Chavez Somshankar Das Chin King Wong Michael H. Jordan Arkadiy Dobkin Dilip Barot Vikram Talwar Subramaniam Ramachandran John Cestar Pramod Bhasin Martin Migoya Shiv Nadar Arjun Malhotra Alberto Fernandez Madhava Reddy Partha D Sarkar Cyrill Eltschinger Sergei Levteev Samuel J. Palmisano John J. Brennan Deepak Ghaisas Upinder Zutshi Antonio Velasco Nandan M Nilekani Rao Vemula Susir Kumar Boris Kontsevoi Sanjiv Puri Petrisor Guta Myneni Ronald D. Risher Daniel Dargham www.247customer.com
www.accenture.com
www.acs-inc.com
www.augmentum.com
www.auriga.com
www.bleum.com
www.caliberpoint.com
www.capgemini.com
www.cgi.com
www.clientlogic.com
www.cognizant.com
www.convergys.com
www.covansys.com
www.cpminternational.com
www.darwinsuzsoft.com
www.dataart.com
www.dba.com.br
www.dextratech.com
www.e4e.com
www.eacap.com
www.eds.com
www.epam.com
www.etechinc.com
www.exlservice.com
www.fcg.com
www.freeborders.com
www.genpact.com
www.globant.com
www.hcltech.com
www.headstrong.com
www.htc.to
www.htcinc.com
www.hindujatmt.com
www.ituc.com
www.ibm.com
www.ictgroup.com
www.iflexsolutions.com
www.infics.com
www.sinersys.com.mx
www.infosys.com
www.innominds.com
www.intelenetglobal.com
www.intetics.com
www.itcinfotech.com
www.kepler-rominfo.com
www.knoah.com
www.lason.com
www.lohika.com
26
Special Report
Company
CEO
URL
Longtop Luxoft marketRx Mastek MERA Networks Microland MindTree Consulting Mistral Software Motif MphasiS NCO Group Neoris Ness Technologies Neusoft Group NIIT SmartServe Objectiva Software Solutions Ocwen Financial OfficeTiger Outsource Partners International Patni Computer Systems Perot Systems Polaris Politec Promantra Synergy Solutions QuEST Sapient Satyam Computer Services Scicom Sierra Atlantic Sinapsis Technologies SnT Global SoftServe Softtek Sonata Software SPi Technologies StarSoft Development Labs Stream Summit HR Worldwide Sutherland Global Services Symphony Services Syntel Tata Consultancy Services (TCS)
TransWorks Information Services Unisys vCustomer Vee Technologies Vsource Asia Wipro Technologies WNS Zensar Technologies Eric Liang www.longtopinternational.com
Dmitry Loschinin www.luxoft.com
Jaswinder S. Chadha www.marketrx.com
Sudhakar Ram www.mastek.com
Dmitry M. Ponomarev www.meranetworks.com
Pradeep Kar www.microland.com
Ashok Soota www.mindtree.com
Anees Ahmed www.mistralsoftware.com
John Coker www.motifinc.com
Jaithirth Rao www.mphasis.com
Michael Barrist www.ncogroup.com
Claudio Muruzabal www.neoris.com
Raviv Zoller www.ness.com
Jiren Liu www.neusoft.com
Paul Barrow www.niitsmartserve.com
Douglas Winter www.objectivasoftware.com
William C. Erbey www.ocwen.com
Randolph Altschuler and Joseph Sigelman www.officetiger.com
Clarence T. Schmitz www.opiglobal.com
N.K. Patni www.patni.com
Peter Atlabef www.perotsystems.com
Arun Jain www.polaris-america.com
HÉlio Oliveira www.politec.com
Praveen Vadlamudi www.promantra.net
Ajit A. Prabhu www.quest-global.com
Jerry Greenberg www.sapient.com
B. Rama Raju www.satyam.com
Leo Ariyanayakam www.scicom-intl.com
Raju Reddy www.SierraAtlantic.com
Gerardo Rodriguez www.sinapsis.com
David Wong www.sntglobal.com
Taras Kytsmey www.softservecom.com
Blanca TreviÑo www.softtek.com
B. Ramaswamy www.sonata-software.com
Ernest Cu www.spi-bpo.com
Nick Puntikov www.starsoftlabs.com
Toni Portmann www.stream.com
Ranjan Sinha www.summithrww.com
Dilip R. Vellodi www.suth.com
Gordon Brooks www.symphonysv.com
Bharat Desai www.syntelinc.com
S. Ramadorai www.tcs.com
Atul Kunwar www.transworks.com
Joseph W. McGrath www.unisys.com
Sanjay Kumar www.vcustomer.com
Chocko Valliappa www.veetechnologies.com
Jack Cantillon www.vsourceasia.com
Azim H. Premji www.wipro.com
Neeraj Bhargava www.wnsgs.com
Ganesh Natarajan www.zensar.com
27
Special Report
Company
Headquarters (City, State, Country)
URL
24/7 Customer Accenture Adea Solutions
Aditi Technologies Affiliated Computer Services (ACS) AICOM Solutions
Ajuba International Ambergris Solutions Philippines Astron Document Managment
Atos Origin Auriga
Aztec Software and Technology Services Bleum Blue Star Infotech
Cambridge Solutions
Capgemini CGI ClientLogic Cognizant Technology Solutions Computer Sciences Corporation (CSC)
Covansys CPM Crimsonwing
DBA Engenharia de Sistemas ea Consulting
EDS EPAM Systems
eTelecare Global Solutions Exl Service Freeborders Genpact Globant
GTL HCL Technologies
Headstrong
Hewitt Associates Hewlett Packard Hexaware/Caliber Point Business Solutions
Hinduja TMT Global Solutions Hispanic Teleservices HTC Global Services
I. T. UNITED
IBA Group IBM (Daksh)
ICICI OneSource ICT Group i-flex Solutions Induslogic Infinite Computer Solutions Infosys (Progeon)
Los Gatos, CA, U.S.A. New York, NY, U.S.A. Irving, TX, U.S.A.
Bangalore, Karnataka, India
Dallas, TX, U.S.A.
Toronto, Ontario, Canada
Novi, MI, USA
Pasig City, Philippines
Leicester, U.K.
Paris, France
Amherst, NH, U.S.A. Bangalore, Karnataka, India
Shanghai, China
Mumbai, Maharashtra, India
Greenwich, CT, U.S.A.
Paris, France
Montreal, Quebec, Canada
Nashville, TN, U.S.A.
Teaneck, NJ, U.S.A.
El Segundo, CA, U.S.A.
Farmington Hills, MI, U.S.A.
Sao Paulo, Brazil
Surrey, U.K.
Rio de Janeiro, Brazil
Kuala Lumpur, Wilayah Persekutuan, Malaysia Plano, TX, U.S.A.
Lawrenceville, NJ, U.S.A.
Monrovia, CA, U.S.A.
New York, NY, U.S.A.
San Francisco, CA, U.S.A.
Gurgaon, Haryana, India
Buenos Aires, Argentina
Noida, Uttar Pradesh, India
Fairfax, VA, U.S.A.
Lincolnshire, IL, U.S.A.
Palo Alto, CA, U.S.A.
Chennai, Tamil Nadu, India
Houston, TX, U.S.A.
Troy, MI, U.S.A.
Beijing, China
Prague Czech, Republic
Armonk, NY, U.S.A.
Newton, PA, U.S.A.
Vienna, VA, U.S.A. Bangalore, Karnataka, India
www.247customer.com
www.accenture.com
www.adeasolutions.com
www.aditi.comm
www.acs-inc.com
www.aicomsolutions.com
www.ajubanet.net
www.ambergrissolutions.com
www.astron.co.uk
www.atosorigin.com
www.auriga.com
www.aztecsoft.com
www.bleum.com
www.bsil.com
www.cambridgesolutionsltd.com
www.capgemini.com
www.cgi.com
www.clientlogic.com
www.cognizant.com
www.csc.com
www.covansys.com
www.cpminternational.com
www.crimsonwing.com
www.dba.com.br
www.eacap.com
www.eds.com
www.epam.com
www.etelecare.com
www.exlservice.com
www.freeborders.com
www.genpact.com
www.globant.com
www.gtllimited.com
www.hcltech.com
www.headstrong.com
www.hewitt.com
www.hp.com
www.hexaware.com
www.hindujatmt.com
www.htc.to
www.htcinc.com
www.ituc.com
www.ibm.com
www.icicionesource.com
www.ictgroup.com
www.iflexsolutions.com
www.induslogic.com
www.infics.com
www.infy.com
28
Special Report
Company
Headquarters (City, State, Country)
URL
Innominds Software Integreon Managed Solutions
ITC Infotech India Kanbay International Keane
KMG Infotech
Knoah Solutions Kompakar LanceSoft India
Larsen & Toubro Infotech Lohika LUXOFT MindTree Consulting Motif MphasiS Ness Technologies Neusoft Group NIIT SmartServe Objectiva Software Solutions OfficeTiger Database Systems
Patni Computer Systems
PeopleSupport
Perot Systems Pinkerton Computer Consultants
Polaris Software Lab
Promantra Synergy Solutions RCG Information Technology Reksoft
Sapura Technology Berhad Satyam Computer Services Scicom
Sierra Atlantic Sinapsis Technologies Softtek SPI Technologies Stream Summit HR Worldwide Sutherland Global Services Symphony Services Tata Consultancy Services (TCS)
TechTeam Global
Unisys
vCustomer
Vee Technologies Virtusa
Vsource Asia
Wipro
WNS Global Services
Worksoft Creative Software Technology
Zensar Technologies
Santa Clara, CA, U.S.A. www.innominds.com
New York, NY, U.S.A. www.integreon.com
www.itcinfotech.com
Rosemont, IL, U.S.A.
www.kanbay.com
Boston, MA, USA
www.keane.com
www.kmgin.com
San Rafael, CA, U.S.A.
www.knoah.co
Mont Kiara, Kuala Lumpur, Malaysia www.kompakar.com
Reston, VA, U.S.A. www.lancesoft.com
www.lntinfotech.com
San Mateo, CA, U.S.A.
www.lohika.com
Moscow, Russian Federation
www.luxoft.com
www.mindtree.com
Ahmedabad, Gujarat, India www.motifinc.com
www.mphasis.com
Tel Aviv, Israel
www.ness.com
Shenyang, Liaoning P.R., China
www.neusoft.com
Gurgaon, Haryana, India www.niit.com
Carlsbad, CA, U.S.A.
www.objectivasoftware.com
www.officetiger.com
Cambridge, MA, U.S.A.
www.patni.com
Los Angeles, CA, U.S.A. www.peoplesupport.com
Plano, TX, U.S.A.
www.perotsystems.com
Trevose, PA, U.S.A.
www.pcci.com
Chennai, Tamil Nadu, India
www.polaris.co.in
Hyderabad, Andhra Pradesh, India
www.promantra.net
Edison, NJ, U.S.A.
www.rcgit.com
St. Petersburg, Russian Federation
www.reksoft.com
Kuala Lumpur, Wilayah Persekutuan, Malaysia www.sapura.com.my
Secunderabad, Andhra Pradesh, India
www.satyam.com
Kuala Lumpur, Malaysia
www.scicom-intl.com
Fremont, CA, U.S.A.
www.sierraatlantic.com
Mexico Mexico City, Federal District, Mexicowww.sinapsis.com
Monterrey, Nuevo Leon, Mexico
www.softtek.com
Manila, Philippines
www.spitech.com
Richardson, TX, U.S.A.
www.stream.com
San Jose, CA, U.S.A. www.summithrww.com
Pittsford, NY, U.S.A. www.suth.com
Palo Alto, CA, U.S.A.
www.symphonysv.com Mumbai, Maharashtra, India www.tcs.com
Southfield, MI, U.S.A. www.techteam.com
Blue Bell, PA, U.S.A.
www.unisys.com
Kirkland, WA, U.S.A. www.vcustomer.com
Bangalore, Karnataka, India www.veetechnologies.com
Westborough, MA, U.S.A.
www.virtusa.com
Kuala Lumpur, Wilayah Persekutuan, Malaysia www.vsourceasia.com
Bangalore, Karnataka, India www.wipro.com
Mumbai, Maharashtra, India www.wnsgs.com Beijing, China
www.worksoft.com.cn
Pune, Maharashtra, India www.zensar.com Source: Global Services and neoIT, 2006 Global Services 100 Study
29
Special Report
Global Services Media
Established in February 2006,
Global Services focuses on bringing
high-quality content to its audience.
Our credible content comes from a
network of highly experienced trade
writers and industry insiders. Global
Services is a media platform with
a portfolio that includes Website,
events, newsletters, microsites, OSourceBook and customized solutions.
Our audience consists of corporate
professionals engaged in the sourcing and management of business and
technology services.
Corporate
Shyam Malhotra, Director, CyberMedia
E. Abaryham Mathew, President,
CyberMedia
Editorial Team
Ed Nair, Editor
ed@cybermedia.co.in
Namita Goel, Assistant Editor
namitag@cybermedia.co.in
Imrana Khan, Sr. Correspondent
imranak@cybermedia.co.in
Pratibha Varma, Sr. Correspondent
pratibhav@cybermedia.co.in
Sales and Marketing Team
Satish Gupta, General Manager Sales and Marketing,
satishg@cybermedia.co.in
Arun M., Product Manager
arunm@cybermedia.co.in
Gunjan Sharma, Assistant Manager-Sales
gunjans@cybermedia.co.in
Office
Cyber Media (India) Ltd.
Cyber House
B-35, Sec-32, Institutional Area
Gurgaon, Haryana 122 002, India
Tel: +91 124 403 1234
“We are proud to have retained our position as the Best Performing BPO
Provider, and are delighted to have also been named the ‘Best Performing FAO’
firm this year. Our process expertise in delivering end-to-end services across a
breadth of industries and operational excellence driven by our Six Sigma, Lean
and Re-engineering capabilities have allowed us to stand out in this tough environment”, said Mr. Pramod Bhasin, President & CEO of Genpact. “We thank
Global Services, neoIT, our customers and employees for this important recognition.” - Pramod Bhasin, CEO, Genpact
“It is a great honor for Neusoft to stay No. 1 in Leaders of Emerging Asian
Markets in the three successive years. I think it is the recognition for the achievements we obtained in the past year in business growth, company management,
delivery capability and HR development. This also helped us to learn more about
the structure and the trend of the whole industry, and we also learned some
good experiences from our peers. We will continue our efforts to further build our
capabilities of global delivery which focusing on customer demands.” - Dr. Jiren
Liu, CEO, Neusoft
“Symphony believes that surveys like the Global Services 100 are very important resources to help companies evaluate their choices of outsourcing partners.
Further we believe that the finer segmentation of categories that was introduced
this year is very important to help educate and differentiate between different
vendors based on unique skill sets. From a marketing perspective, Symphony
derives great value from the GS 100 awards, regularly using the accolades in
sales dialogue.” - Gordon Brooks, CEO, Symphony Services
“As a leading provider in our industry, it is critical for us to remain in the forefront of industry activity. Results of surveys such as this are one way in which
we remain apprised of key industry events, challenges, activities, trends, etc.
Surveys, combined with reports from analysts or other industry influencers, media coverage, industry groups/associations and direct client feedback, all help
provide significant industry intelligence and help us align our service strategy to
best meet the needs of the market.” - David Garner, CEO, Sitel Worldwide
“Useful, but quite honestly, we march to the beat of our customers drum, so that
is what we are most interested in.” - Vineet Nayar, CEO, HCL Technologies
“We think these kinds of surveys are very important for understanding some
of the key trends which are not captured in the direct relationship with the clients.
They are also useful for exploring the viewpoints surrounding different issues
and generating ideas for better services and solutions.” - Doug Gattuso, VP,
Managing Director of Neoris’ North American Business Operation
“Very useful. These type of surveys represent industry’s pulse point, providing an up-to-date overview of the industry, articulating latest trends and conditions. In addition, they provide a great benchmarking opportunity for all the
service providers. - Dmitry Loschinin, CEO & President, Luxoft
“While TCS continues to gauge the market, such surveys provide further market information and perspectives to TCS. These surveys also help provide the
market perception about TCS on a global platform.” - S. Ramadorai, CEO, TCS
30

the best global service providers global service providers

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