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IBM eyes a game-changer in BPO & cloud integration

Friday, 21 December 2012 - 3:53am IST | Place: Mumbai | Agency: DNA
Consulting major digs in for enhanced BPO presence in south and north India in the third quarter of 2013

Integrated cloud service offerings for BPOs – a mix of software, cloud and outsourcing services – in India may be the next logical step for IBM, the pioneer of enterprise cloud in India.

Speaking exclusively to DNA, Anuj Kumar (pictured), director, Global Process Outsourcing, IBM India, outlined as much. He said: “After pioneering with our private and public cloud offering, which is doing very well in India, we are looking to integrate cloud in our BPO platforms within the next 4-6 quarters here.”

Coming at a time when all software players are investing heavily in the cloud, products and analytics platform, this could be a game-changer for IBM’s BPO vertical. Analytics already makes up a big chunk of the technology giant’s core business revenues in India.

Kumar believes that new initiatives like this can drive innovation in Indian market, where pricing remains key and is expected to stay flat, which may improve marginally going into 2013.

“While 2012 has been a reasonable year business-wise, for IBM’s India BPO business, we expect a better 2013-14. In fact, in Q3, we have already begun to witness some pick-up in business. This is because more of our clients today are outsourcing not only their peripheral business, but also their core business processes like customer churn, upsell/downsell, etc. We are also in advanced discussions to launch our managed services model by mid-2013 in India – as this model is doing very well for us in the US currently,” said Kumar.

The BFSI is packing a punch too, which is the top contributor to IBM’s revenues. Going forward, IBM believes that manufacturing and natural resources are two segments that have enough steam left.

And what about expansions? Kumar said that while IBM is already present in eight geographies in India, it’s seriously thinking about starting new BPO processes in South India in the third quarter of 2013, to be followed shortly by one in North India.


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