IT developments are revolutionary

January 27th, 2012 by Manmohan Comments »

Recent developments in the IT solutions available to businesses are nothing short of revolutionary, claims one technology expert.

Dr Mark Thompson of the Cambridge Judge Business School believes that the capabilities offered by new computer-based solutions are making running a successful company easier and more enjoyable than ever before.

He also feels that processes can be chopped up into separate sections easily so that a firm that wishes to simplify its operations to reduce its capital expenditure but is wary of outsourcing all of its systems can just focus on certain areas while keeping the remainder in house.

“What is now happening is a little bit of a quiet revolution,” Dr Thompson stated.

“What effectively has happened is that IT has become able to ramp traditional vertically integrated business logic, so stuff that really couldn’t be separated out before, in common standards that introduce a dynamic a little bit more like open source.

“Open source guys can swap code around, and the code adheres to common standards. Everything works with everything else.”

Dr Thompson certainly has experience in dealing with IT issues at a high level. Between 2007 and 2008 he was the senior technology adviser to the then shadow cabinet under current chancellor George Osborne.

During that time he delivered an influential report proposing widespread adoption of open standards in government IT that has since become policy.

He is currently advising the Cabinet Office in the development of an educational programme for senior policymakers and civil servants to support implementation of these schemes.

A current IT project set to be undertaken by the government is the creation of a series of public databases.

These databases, which will cost somewhere in the region of £5 billion to create, will inform the public on things such as healthcare provisions, travel and weather.

Source:http://www.ihotdesk.com/article/801276291/IT-developments-are-revolutionary

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PHL makes IT pitch to NZ traders

January 27th, 2012 by Manmohan Comments »

Philippine officials in New Zealand made a strong pitch with software companies there on the opportunities for information technology in the Philippines.

Ambassador to New Zealand Virginia Benavidez and Consul General Marcos Punsalang made the pitch at a meeting with representatives of the IT sector this month.

“In her presentation, Benavidez highlighted the Philippine (information technology and business processing outsourcing) industry’s strengths, achievements and opportunities as well as the emerging trends of diversification of services from voice to higher value non-voice services (such as KPO, IT programming, game development). She also discussed the incentives being offered by the Philippine Economic Zone Authority (PEZA) for investors,” the Department of Foreign Affairs said.

Benavidez and Punsalang met with the representatives of software development company Cortexo Ltd. and the New Zealand Software Association last January 12 and 13, respectively.

These business meetings were held parallel with the Embassy’s first ever mobile consular mission to Christchurch last January 12 to 14.

They met with Cortexo Ltd. Director Terry Paddy, past President of the New Zealand Software Association, who gave a briefing on his company.

Cortexo Ltd. develops software for electric companies and has applications for regulating electrical use in the energy industries, commercial establishments and domestic households.

Benavidez updated Paddy on the Philippine IT/BPO industry, a $9-billion industry that surpassed India in voice services and is expected to attain its goal of $11 billion in 2011.

The industry is anticipated to earn $25 billion in revenues by 2016.

She also said the Philippine IT/BPO industry is diversifying with higher value services like knowledge processing outsourcing (KPO) and IT software programming, which are growing faster than voice services.

Benavidez also met officers of the New Zealand Software Association (NZSA) led by Chairman Ben Reid at the New Zealand Institute of Information Communication Technology (NZICT) – a state of the art “green” building featuring the latest in energy-saving technology.

Reid informed Benavidez the focus of the NZSA and the Canterbury Software Chapter is on linking with overseas clients to market their software.

Reid is also the Chairman of the Canterbury Software Chapter and the Director of Memia Consulting, an IT consulting firm.

For her part, Benavidez said the Philippines is keen to build more business partnerships with New Zealand given the fact that in Christchurch, there is a Center for Information Technology.

The Philippines is a three time winner of the United Kingdom’s National Outsourcing Association’s Award for Best Outsourcing Destination.

Meanwhile, the DFA said the New Zealand traders acknowledged the good business potentials and complementarity between the New Zealand ICT industry and the Philippine IT/BPO industry.

Source:http://www.gmanetwork.com/news/story/245955/economy/business/phl-makes-it-pitch-to-nz-traders?ref=subsection_item

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Gov’t should have fallback for Pinoys in BPO industry’

January 27th, 2012 by Manmohan Comments »

Mitos Magsaysay has urged the government to be prepared in case the Business Processing and Outsourcing industry is affected by the United States measure restricting the outsourcing to Americans.

Magsaysay said that Aquino government should have fallback or alternative job opportunities for Filipinos who will most likely lose their jobs should American companies stop their operations in the Philippines.

US President Barrack Obama is more aggressive about bringing back outsourcing firms to the United States and jobs to Americans.

“The government must be proactive in its stance to ensure that the jobs of 800,000 call center agents in the Philippines remain secure and that outsourcing firms remain happy in their stay here in the Philippines,” Magsaysay said.

The lady solon lamented that the government has not been very effective in promoting a strong business environment, letting slip the high cost of electricity and transport which affects their businesses and make them rethink reinvesting in the Philippines.

Magsaysay said that the government should brace for the impact of Obama’s move as it will definitely impact the status of employment and affect the livelihood of millions of families who depend on the sector to earn their income.

She asked where are the promised Public Private Partnership programs of Aquino government as these could possibly provide jobs to Filipinos.

“Where are the PPPs that the President has promised in his SONA? Where are the investments that he was trumpeting following his trips overseas? So far, it has all been lip service and he cannot use transition as an excuse now because he has been in office for almost two years already. What has his administration managed to accomplish in terms of economic growth? And what has it done in the years since this administration assumed office? So far, nothing, except prosecute those who oppose his administration,” Magsaysay said.

She added that whether or not BPOs will leave because of the current state of employment in the United States, the government needs to institute a back up plan for the possible displacement of BPO workers.

“The President’s handling of negative news is atrocious. He seems to be wearing blinders and earmuffs when it comes to receiving unfavorable information. He goes on the defense and dismisses these and does nothing rather than taking action and becoming more proactive. When the threat becomes a reality, we are left ill equipped to deal with its consequences and it is the Filipino people who suffer,” she added.

Source:http://www.journal.com.ph/index.php/news/national/22602-govt-should-have-fallback-for-pinoys-in-bpo-industry

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TeleTech Positioned in the “Leaders” Quadrant of Leading Analyst Firm’s Magic Quadrant for Customer Management Contact Center BPO, Worldwide

January 27th, 2012 by amrinder Comments »

TeleTech Holdings, Inc. (NASDAQ:TTEC), one of the largest global providers of transformational customer experience strategy, technology and business process outsourcing solutions, today announced it has been positioned by Gartner, Inc. in the Leaders quadrant of the Gartner Magic Quadrant: Customer Management Contact Center BPO, Worldwide, 2011.

“We’ve reached a tipping point in the customer revolution. Disruptive technologies have shifted the power to define a company’s brand to the customer, therefore placing unprecedented urgency on the need for companies to update their outdated customer management strategy and technology,” said Ken Tuchman, chairman and CEO of TeleTech. “We believe being positioned in the ‘Leaders’ quadrant by Gartner confirms TeleTech’s leadership in helping clients achieve competitive differentiation through superior customer experiences.”

As a customer experience management technology and services company, TeleTech has an innovative and robust integrated product roadmap designed to deliver experiences that increase customer lifetime value. Combining data-driven strategy, state of the art technology and experienced associates, TeleTech’s proven approach has driven consistent revenue growth, increases in profitability and improvements in customer loyalty for Global 1000 clients all over the world.

Gartner’s 2011 report notes the four customer management industry trends that further reinforce TeleTech’s leadership position:

Socioeconomic and demographic evolution of large customer management contact center BPO buying hubs or markets, such as North America, Western Europe and Japan, and the emergence of new markets — developing countries and non-English-speaking markets.
The “mobility evolution” — Increasing numbers of mobile devices, such as the iPhone, iPad, smartphones and so forth, and richer content and interaction on such devices, are driving demand for CM contact center BPO, not only in the matured markets, but more so in emerging markets.
Growth in nonvoice (multichannel), automated and cloud-enabled CM contact center BPO services — The growth of nonvoice and automated services, such as self-service, analytics and multichannel services, which are driven by technological changes, innovation, and a focus on service efficiency and effectiveness.
Continued service provider consolidation — The service provider landscape will continue to consolidate during the next three years as excess capacity is absorbed and service providers drive revenue growth and market share through mergers and acquisitions (M&As).

According to Gartner, “Leaders demonstrate market-defining vision and the ability to execute against that vision through CM contact center BPO services, a superior market share (among the top 10 providers in regions where they compete), and solid references for CM contact center BPO service, worldwide, including a cross section of vertical industries. Leaders also have superior investments in innovative CM contact center BPO service offerings, business/pricing models and service delivery models. They have a superior understanding of client needs and of current market conditions and they are actively building competencies to sustain their leadership position in the CM contact center BPO market across multiple regions, worldwide. The CM contact center BPO service providers in this quadrant generally also have strong global and regional service delivery operations and deep technology to leverage, and they deliver above-average customer experience.”

*Gartner, Inc., Magic Quadrant: Customer Management Contact Center BPO, Worldwide, 2010, TJ Singh, Johan Jacobs, Stephanie Breneman, December 20, 2010.

Source:http://eon.businesswire.com/news/eon/20120126005454/en/Gartner/Magic-Quadrant/Customer-Management

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Bellwether or not, Infosys beats TCS, HCL, Wipro in cash flow

January 27th, 2012 by Harsimran Pal Singh Comments »

Infosys, whose bellwether tag for India’s software industry is questioned by faster growing rivals, had better cash flow and receivables than rivals HCL Technologies and Tata Consultancy Services over the past nine months. At a time when outsourcing customers are delaying decisions and asking for longer credit, investors and experts are beginning to get concerned about a worsening receivables position at TCS and HCL – known more for outpacing Infosys in growing their revenues.

During the nine-month period from April to December, Infosys’ operating cash flow was almost 80% of revenue, compared to less than 50% each for TCS, HCL and Wipro. The days sales outstanding (DSO), which is defined as a ratio of account receivables and total revenue, is another metric where India’s second-biggest software exporter scores over domestic rivals. During the third quarter ending December, Infosys’ DSO or debtor days was 62 days compared with Wipro’s over 90 and TCS’ 84 days. Overall, Infosys is able to collect monies due from customers faster than rivals, which helps it maintain a healthy cash flow.

“If you look at the last two downturns in the business – one in 2001 and another in 2008 – in both the times, we have come out as winners only because of our focus on quality of profits and the financial discipline we have exhibited. We are very particular about not getting into commoditized businesses and make sure we focus on high quality growth,” said V Balakrishnan, chief financial officer of Infosys. He denied that this drive for profit and better cash flow is coming at the expense of growth.

“I don’t think, this is hurting our growth. There is no short cut to being a quality player in the industry.” Analysts say the past nine months reflect worsening receivables position among tier 1 Indian tech firms, barring Infosys. “Infosys has shown the best profit conversion to operating and free cash flow among Tier-1 techs while others have lagged, although the Dec 11 quarter saw some reversal at TCS and Wipro,” CLSA analysts Nimish Joshi and Arati Mishra said.

But in an industry with aggressive rivals like TCS and Cognizant on one hand, and globally entrenched firms such as IBM and Accenture on the other, Infosys will need more than its cash discipline to gain market share. “Infosys’ focus on not bidding aggressively for the commoditised work has helped offshore pricing but has come at the cost of volume growth.

Source:http://economictimes.indiatimes.com/tech/software/bellwether-or-not-infosys-beats-tcs-hcl-wipro-in-cash-flow/articleshow/11646735.cms

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A review of real economic developments across SA, Africa and the world

January 27th, 2012 by Harsimran Pal Singh Comments »

The South African government is hoping its new Special Economic Zones (SEZs) Bill and policy will create the framework for the development of new industrial nodes outside of the traditional industrial heartlands of Gauteng, the Western Cape and KwaZulu-Natal, while improving the performance of the existing Industrial Development Zones (IDZs). Trade and Industry Minister Dr Rob Davies (pictured) says the draft legislative framework has been crafted in an effort to “broaden” the scope and composition of dedicated industrial areas and to support industrial decentralisation, where the economic development case could be proven. Under the proposed law, municipal and provincial authorities, or even public–private partnerships, are empowered to approach government with plans to develop SEZs, where such concentration of industrial infrastructure could improve prospects for investment, growth and job creation over a sustainable period. The proposed law also aims to improve the funding, governance and operational performance of the four existing IDZs, as well any future SEZs. In fact, an SEZ board has been proposed to oversee zone designation and permitting, as well as to manage a dedicated fund that will be established to create a funding pool for the new SEZs, as well as support some of the possible future incentives. No value was attributed to the fund, which will probably be capitalised through the Budget. [ADD PIC OF ROB DAVIES]

IT SERVICES SPEND TO EXCEED R40bn IN 2012 – The information technology (IT) services market in South Africa has seen healthy uptake, growing some 8% year-on-year in 2010, to contribute more than a third of the total IT spending in the country, market research and advisory company International Data Corporation (IDC) says. The company expects the IT services market to exceed $5-billion, or R40-billion, in 2012. “After the freeze in IT budgets that came about as a result of the global economic crisis, 2010 saw a rebound in IT services spending. “The growth in IT services spending was driven by a recovering economy, increased business confidence, expanding bandwidth availability, and various infrastructure investments made in the country in 2010,” says IDC South Africa IT services research analyst Suzanne Nolan. In a recent research report, IDC states that IT outsourcing constitutes about 40% of the South African IT services market, which represents the largest market share of all IT services foundation markets, followed by systems integration and installation and support services. “This growth was mainly driven by discrete managed services rather than by traditional information system outsourcing contracts. “The healthy growth in outsourcing services signifies a level of sophistication and maturity within the IT services segment,” Nolan adds. Further, IDC states that services, such as network and desktop outsourcing and infrastructure hosting, saw increased uptake in 2010, fuelled by the incremental supply of data centre space and increased customer awareness of the managed services model.

SA NEEDS TRANSPARENT, PREDICTABLE POLICIES – SACCI – The South African Chamber of Commerce and Industry (Sacci) has expressed concern about South Africa’s credit rating outlook, which was lowered from stable to negative. Fitch Ratings downgraded South Africa’s long-term foreign credit rating outlook citing limited progress with issues such as chronic unemployment. The outlook downgrade comes a year after South Africa achieved its stable outlook. “South Africa needs to increase the rate of investment, savings and job creation. It is also paramount that economic policies be transparent, predictable, consistent with future debt sustainability and supportive of business growth,” says Sacci CEO Neren Rau. He adds that strong rigidities in the labour market contributed to jobless growth, increasing pressure on social spending and grants. This is despite the National Treasury’s aim of changing the country’s composition of expenditure away from consumption. While Fitch sees the threat of nationalisation as “remote”, it states that the debate has upset investor confidence and warns that steps to nationalise mining assets could have “immediate and negative consequences” for the country’s rating.

Africa & the world

INTERNET GROWTH STRONG IN AFRICA – Internet use in Africa has seen unprecedented growth over the last decade, coming in at 2 000%, well over the global average of 480%, owing largely to significant information technology (IT) developments in Africa in recent years, reports market research company Frost & Sullivan information and communication technology (ICT) business unit leader for Africa Birgitta Cederstrom. This is despite Internet penetration on the African continent being relatively low compared to the developed world, with an estimated 120-million users. Cederstrom says that the more mature markets in Africa, such as South Africa, Ghana, Nigeria and Egypt, are experiencing the most growth. “With the new undersea cables and terrestrial fibre roll-out, as well as the satellite influx across Africa, we expect to see close to double-digits in terms of growth in the more mature markets over the next two to three years,” she adds. She attributes the growth to IT infrastructure developments, such as cable systems in East Africa that have boosted the region’s Internet use. Undersea fibre-optic cable network operator Seacom recently announced that in 2012, it will upgrade its East African submarine cable and increase capacity to meet rising demand from the African continent. Cederstrom says that, over the next two years, initiatives that will connect West Africa will rise in numbers, increasing the international bandwidth by triple digits. [ADD PIC OF AFRICA]

CHINA OUTBOUND DEALS TO GROW DOUBLE DIGITS IN 2012 – PwC – China’s overseas acquisitions, which reached a record in 2011, will continue double-digit growth this year as increasingly sophisticated Chinese buyers seek bargains amid the global downturn, says consultancy PricewaterhouseCoopers (PwC). China’s outbound investments have grown steadily in the aftermath of the 2007/8 global financial crisis, with most deals targeting resource-rich regions, but there has been a surge of Chinese interest since last year in Europe in the industrial and consumer sectors, a trend that PwC says would likely continue. “The eurozone debt crisis has definitely created opportunities for Chinese companies, giving them easier access to the European market,” Gabriel Wong, head of PwC China Corporate Finance told Reuters in an interview. “I believe it’s just a start.” Europe emerged as a key destination for Chinese acquisitions in 2011, with the number of deals in the region surging 76% to 44, many in the industrial and consumer sectors, according to Thomson Reuters data. Last year also saw record China outbound activity, with the number of deals up 10% at 207 with combined value rising 12% to $42.9-billion. Some high profile deals announced last year include China’s Investment Corp’s (CIC) $4.2-billion investment in French utility GDF Suez and Yanzhou Coal Mining Co Ltd’s $2.05-billion bid for Australia’s Gloucester Coal.

Source:http://www.engineeringnews.co.za/article/a-review-of-real-economic-developments-across-sa-africa-and-the-world-2012-01-27

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Uncertain Economic Conditions Impacting Outsourcing Market, KPMG Survey

January 27th, 2012 by Harsimran Pal Singh Comments »

A mixed global economic outlook, high levels of volatility, weak consumer demand, and ongoing corporate uncertainty continue to impact outsourcing demand and consulting growth, according to the KPMG 4Q11 Sourcing Advisory Pulse Survey of KPMG field advisors and leading global business and IT service providers.

The study also found that organizations engaged in outsourcing are recognizing the need to invest in IT-enabled solutions, but must overhaul business and operating models to fully exploit the technologies’ potential.

“Buyers are placing great emphasis on investing in IT, but given the economic uncertainty, all efforts undertaken will occur under watchful, cost conscious eyes,” said Stan Lepeak, global research director in KPMG’s Management Consulting Group. “Buyers and providers are smarter, more experienced, and less likely to enter into larger and more risky deals, and evolutionary innovations such as cloud computing and targeted BPO are changing the nature of what constitutes outsourcing.”

Some 73 percent of advisors and 79 percent of providers polled cited the weak economy as likely having the biggest impact on buyer businesses and operations, especially in Europe.

However, there are positive signs for improving economic growth in some western markets, such as North America, and emerging market growth still is expected to be strong: 53 percent of advisors and 45 percent of service providers responded that improving global economic conditions would have the biggest positive impact on their clients’ businesses in 2012, suggesting large scale outsourcing deals will accelerate as the economy improves.

Perhaps indicative of questions about the health of the larger economy, 61 percent of service providers reported deal pipeline growth over the past quarter, a drop of 15 percent from Pulse results three months earlier. Additionally, only 45 percent of providers expected the pace of customer demand for business and IT services to increase over the next one to two quarters, representing a drop of 14 percent from the third quarter and a substantial 29 percent from the second quarter. Demand for other types of third-party services, such as cloud or more specialized business process outsourcing (BPO), is faster growing, but still represents an overall smaller market in terms of total size.

Investment Bright Spot: New Technologies

While market conditions are reinforcing a continued focus on lowering costs, the survey also found that organizations will still make investments this year in new technologies, such as analytics, cloud, social media, and virtualization. This is especially true when these technologies are connected to improving service delivery capabilities via internal process improvement or re-engineering efforts. For many buyers, outsourcing offers a path to accelerate this adoption in a more cost-effective manner. Some 56 percent of advisors, up 10 percent from the third quarter, reported that buyers were using process improvement and reengineering to improve service delivery.

Among the top initiatives expected this year from clients are the somewhat contradictory drives to lower costs and investment in new or improved information technology, including enterprise systems, business intelligence, cloud, and social media. Lower costs were the top 2012 client initiative, according to 69 percent of advisors and 79 percent of service providers responding. Technology investment came in second, cited by just over 50 percent of advisors and 62 percent of service providers.

Impediments to achieving these initiatives primarily are weak or dysfunctional management and operating models, cited by 69 percent of advisors. The second most frequently cited challenge, according to 51 percent of advisors, was antiquated IT systems and infrastructure.

As to expanding global business services, the greatest growth is expected for shared services efforts, cited by 56 percent of advisors, the same percentage as in the third quarter Pulse results.

Buyer demand for shared services and outsourcing that would reside outside of local markets in near shore or offshore locations may face economic headwinds, but it remains strong. Advisors scored demand for near shore captive shared services centers the highest, at 3.48 on a five-point scale, while service providers scored offshore outsourcing highest at 3.57.

Source:http://www.marketwatch.com/story/uncertain-economic-conditions-impacting-outsourcing-market-kpmg-survey-2012-01-26

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