Posts Tagged ‘BPO’

Arise Virtual Solutions Shrinks Application Recovery Times to Minutes with Actifio Sky for Branch Office Data Management

July 23rd, 2014

Actifio®, the copy data virtualization company, today announced that Arise Virtual Solutions Inc., the leading global provider of virtual, work-at-home business process outsourcing (BPO) and crowdsourcing solutions, has deployed Actifio Sky™ to ensure data accessibility, and business resiliency acrossOutsourcing35 their distributed organization’s many locations. An existing customer of Actifio’s CDS solution within its main datacenter, Arise recently implemented Actifio Sky at several branch office data centers including Miramar, Florida and Edinburgh, Scotland for data consolidation and protection.

After replacing multiple local backup products in its offices with Actifio Sky, Arise is now able to fully restore application services for branch office data centers in less than 90 minutes. Actifio Sky captures Microsoft SQL Server, Oracle, SharePoint and other data in several virtual machines, deduplicates and backs up the data and efficiently replicates it back to the Actifio CDS system in the central Arise datacenter.

“Arise Virtual Solutions’ core innovation is in our scalable virtual workforce platform, and that drives the value we deliver to our customers,” said Arise CIO Martin Ingram. “To remain productive for our clients, we need IT services that are highly resilient and efficient, no matter where the IT infrastructure and data are located. Actifio Sky lets us extend our core Actifio capabilities to manage and protect the critical data for our customers across multiple locations from one central repository. This has helped significantly reduce our administration time, letting our team focus more of its time on service delivery and development.”

Announced in May, Actifio Sky is a new generation offering built on the company’s Virtual Data Pipeline™ technology that extends the power of copy data virtualization from the data center to edge of the enterprise and into the cloud. Actifio Sky offers a new level of deployment flexibility and range, enabling seamless data management wherever the enterprise data is located to improve data protection, governance and analytics. Today, Sky is offered first for Remote / Branch Offices (ROBOs) and for cloud deployments for businesses looking to shift enterprise workloads into the cloud. Together with Actifio’s CDS data center appliance, Actifio Sky eliminates barriers to data mobility between the edge to the core, enabling transformational data management velocity and scale across the enterprise.

“Actifio Sky demonstrates the strength of our underlying technology and brings it to a new audience of customers who want to tap the power of copy data virtualization in whatever form is most useful – whether that’s a fully-integrated hardware system, a virtual appliance or a cloud-based service that’s available on demand and accessible through any device,” said Actifio founder and CEO Ash Ashutosh. “This vision is becoming reality through companies like Arise who are deploying Actifio flexibly to meet their business needs.”


Outsourcing industry still largely voice-based

July 23rd, 2014

CONTACT centers providing voice-based services remained a mainstay of the business process outsourcing (BPO) industry in 2012, comprising bulk and posting the fastest growth in the sector, according to a recent report of the Philippine Statistics Authority (PSA)-National Statistics Office.Outsourcing32
“Preliminary results” of the 2012 Census of Philippine Business and Industry for BPO uploaded on the PSA Web site last July 15 showed call centers totaling 404 in 2012, making up nearly half (49.8%) of 818 establishments in the sector that year.

This segment also had the biggest industry share in terms of workers (364,454 as of Nov. 15 last year, or 83.5% of a cumulative 436,500 in that period) and income (P249.873 billion, or 73.8% of a total of P338.179 billion).

In terms of number of establishments, call centers were followed by computer programming activities (243 establishments or 30%), data processing (51 or 6.3%), “other information technology (IT) and computer service activities” (31 or 3.8%) and medical transcription (26 or 3.2%).

The top five segments were followed by Web site and application hosting services as well as motion picture, video and television post-production activities (both with 11 establishments each); software publishing (10); motion picture, video and television program activities (eight); and “other publishing activities” (three).

Call centers also grew the fastest in terms of workers (68.86% to 364,454 as of Nov. 15 last year from 215,831 in the same period in 2010) and income (107.16% to P249.873 billion from P120.621 billion).

In terms of workforce growth, call centers were followed by motion picture, video and TV post-production (67.93% to 1,288 from 767), computer programming activities (60.20% to 33,084 from 20,652), software publishing (31.68% to 1,696 from 1,288), Web site and application hosting (23.48% to 936 from 758), data processing (12.73% to 25,693 from 22,791), and medical transcription services (6.58% to 2,639 from 2,476).

Workforce declines were recorded in motion picture, video and TV program activities (which fell 45.81% to 1,053 from 1,943); “other IT and computer service activities” (which dropped 14.81% to 3,198 from 3,754); and “other publishing activities” (which dipped 6.99% to 213 from 229).

In terms of income growth, placing second was computer programming (89.22% to P54.994 billion from P29.056 billion), followed by “other IT and computer service activities” as well as Web site and application hosting.


50 Saudi women to take part in global leadership summit

July 21st, 2014

A group of 50 Saudi female professionals from different sectors recently participated in a first-of-its-kind global leadership summit at Crotonville in the United States.Outsourcing31

The six-day summit included workshops, seminars and interactive sessions, which served as a platform for promoting female talents across different businesses globally, and was specifically created to define aspirational women role models who will inspire future generations.

The “Saudi Women’s Leadership Summit” at Crotonville Global Leadership Institute was hosted by General Electric (GE) to share global best practices in business leadership, said Naif AbuSaida, communications manager of GE in Saudi Arabia.

The active participation of Saudi women working in the public and private sector in such events, AbuSaida noted, will further enable Saudi women professionals to strengthen their skill sets and bring greater efficiency to the workplace.

Abdallah Yahya Al-Mouallimi, permanent representative of Saudi Arabia to the United Nations distributed the certificates to the participants.
“We are privileged to interact and network with them and share our learning and experiences,” GE said in a statement.

Highlighting GE’s focus on creating career opportunities for women in the Kingdom, the company has joined hands with Saudi Aramco and Tata Consultancy Services (TCS) to launch the first all-female business process services center in Riyadh. It serves as a building block to localize the business process outsourcing (BPO) industry in the Kingdom.


Combining Innovation with Business Process Outsourcing

July 21st, 2014

The business process outsourcing industry is a dynamic domain which meets the challenges of a very swiftly changing technology world along with business environment. There are a few things that have changed in the last two decades though. In the early 1980s outsourcing, and more precisely Outsourcing26offshore outsourcing, was incorporated by a few brave organizations. As they put their toes in the water with some anxiety, they naturally tried to preserve the maximum control, and the kind of work being outsourced was non-strategic. In the next stage, the software development procedures integrated outsourced services that have proved their worth. A larger span of responsibilities was assigned and the vendor was now expected to suggest enhancements to processes and systems & profitability

But we are not seeing a new exhilarating phase of software outsourcing procedure where vendors are developing to become partners in the quest for that Holy Grail: innovation. We only see the first few pioneers to this trend, organizations that leverage the technology proficiency that the outsourcing vendor has gained over their relationship, and working together with the vendor to locate the next big idea.

In the technology landscape, the customer and vendor have two diverse world views. The vendors are obviously closely aligned to the end user and market trends, which are the reason that original specs of products and solutions are defined. But the other element for coming up with the next killer product is a great mastery over technology, and some outsourcing vendors can contribute here. So we now see situations where vendors are utilizing their study of technology and trends to provide pointers to the future.

In recent years, the numbers of companies that outsource crucial business processes to outside suppliers have expanded exponentially. The business process outsourcing (BPO) has been projected to encompass activities comprising of finance and accounting, human resource management, procurement and legal services, and the overall volume is assessed to be growing at a rate of around 25 percent annually.

A lot of organizations introduced BPO as a part of an operational effort but it has changed into much more. Senior managers today expect more from BPO service providers than short-term cost savings and meeting minimum contractual requisites, but they are more cynical of big-bang enhancements. Companies want service providers to modernize constantly. In relationships that companies categorize as high performing, the service providers perform a series of innovation projects that deliver considerable long-term enhancements to the client’s operating competence, business-process efficiency and strategic performance.

Consider the Following Examples
A BPO assisted health care company to enhance the claims adjudication process by utilizing analytics to envisage claims likely to result in rework. The prognostic tool now interrupts more than 50 percent of claims that would have been reworked, saving the client $25 to $50 in administrative costs per overpaid claim and $6 to $12 per underpaid claim.
An aerospace manufacturer operated with its BPO provider to integrate new key performance indicators and processes to achieve third-party vendors. This allowed the client to enhance customer-order fill rates for new parts from 60% to 85% and turnaround times for delivering parts to grounded vehicles from 21 hours to 17 hours.
A supermarket chain worked together effectively with its BPO , to implement new forecasting tools, methods, and approaches that enhanced the client’s stock fill rate from 80% to 95%, reduced inventory by 27% and abridged error rates by 50%.

The cost saving criteria is now “a given” aspect and the emphasis is now gradually moving towards new priority areas including transforming businesses and strategic alignments.


‘BPO can create jobs, contribute to economic growth’

July 15th, 2014

Government officials have said private sector should tap the prospect of Business Process Outsourcing (BPO) for employment generation.Outsourcing21

Speaking at a workshop on ´Prospects and Challenges of BPO and Software Outsourcing in Nepal´, Minister for Science and Technology Keshav Prasad Bhattarai said the government was ready to help IT companies to resolve problems related to BPO. “IT companies need to invest more in this sector and stop brain drain by creating employment opportunities at home,” said Bhattarai.

IT companies in the country have been facing problem in getting skilful workforce due to brain drain of youth.

Stakeholders attend a workshop on ‘Prospects and Challenges of BPO and Software Outsourcing in Nepal’ organized by the Department of Information Technology (DoIT) in Thapathali, Kathmandu on Monday.(Republica)

“Most of the IT graduates prefer to go abroad as they earn much more there. If BPO companies create better job environment there, we can retain such talents,” Karmath Dangol, vice president of engineering at, said.

According to Karmath, Nepal holds great prospect for BPO as the country has large number of IT graduates, low labor cost and low cost of running business compared to other countries. Likewise, he cited lack of top talents, growing brain drain, low salary, difficulty in closing companies, lack of investment opportunity in the country and lack of industry meet ups as the challenges facing the BPO industry.

He also said companies should focus on Business Process as a Service (BPaaS) now. BPaaS is the delivery of BPO services that are sourced from the cloud and constructed for multi-tenancy.

Manohar Kumar Bhattarai, former vice chairman of High Level Commission for Information Technology said BPO is an opportunity for Nepal as it can create youth employment and contribute in economic growth.


Ankur Bhatia sets new standards in global outsourcing with Rs 12 crore venture

July 15th, 2014

Outsourcing20In 2003, cheap labour and talent pool made India the world’s call centre hub, with BPO majors making a killing. It was at this time that Ankur Bhatia, then 31, created a niche market by focusing on core competence and catering to the small needs of large organisations.

Today, the Gurgaon-based Navigant Technologies services about 30 clients spread across North America, Australia, the UK and Singapore, and reported a turnover of Rs 12 crore in 2013-14. “I started with Rs 25 lakh from my own savings and made inroads with contracts that big players were not interested in and those that required specialised skills,” says the now 42-year-old founder CEO of Navigant Technologies.

What worked in Bhatia’s favour and made him stand out in the crowd was his understanding of the manufacturing, IT, software and telecom industries, as well as the limitations of BPO companies. “I had worked across business verticals and had held senior sales positions with many international organisations, including HCL, PTC, Digital Equipment Corporation and Trivium Systems.

I realised that most call centres were not being able to support knowledge-based selling and seemed to buckle down if something went off the calling script,” he says. So he recruited 30 professionals with core competence in key areas to bridge this gap.

Bhatia, a commerce graduate with an MBA from Fore School of Management, New Delhi, says what he learnt on the job made a world of difference when it came to running his business. “The go-getter attitude propelled me towards conquering the unknown,” he says.

Innovation also played a key role. At a time when language factories were set up to transform a ‘Sanjay Mishra’ to ‘Sean’ responding to calls from Europe and the US with a tortured Americanised twang, Bhatia pitched for companies with a large Indianorigin customer base overseas.

“It was common knowledge that the calls were being handled out of India and, therefore, many companies faced a backlash from their customers. As an industry first, we offered services where our executives would speak with an accent that would be understood by customers all over the world, but would not adopt pseudo names or an accent they were not comfortable with. I also promised an overhaul in our strategy if it did not work,” says Bhatia. Fortunately, for him, this initiative was well-received and the clients witnessed greater businesses growth.

Now, about half of Navigant’s clients are in the utilities sector, followed by real estate, telecom, IT and software, and pharma. It provides services such as market research, Internet marketing, CRM customisation, multi-lingual support, and database cleaning and validation. Navigant also has a large client base in the domestic market, catering to both government agencies and private players.

“We are, perhaps, the only player in the mid-sized segment with 800-plus seats and are looking to grow by another 1,000 this year. In the next two years, we may consider securing venture capital funding to grow to the next level,” he says.


Chesnara expands outsourcing contract

July 9th, 2014

Life and pension books manager Chesnara has extended its contract with HCL Insurance BPO Services Ltd for a further 11 years.Outsourcing3

The new outsourcing contract with between HCL and the Preston-based group consolidates the services provided in the existing arrangements.

Chesnara said the terms agreed are in line with expectations and therefore no financial impact is expected.

Graham Kettleborough, chief executive of Chesnara, said: “We are pleased to enter into this new contract with HCL who provide excellent service to us and our policyholders.”

Justin Harrington, chief executive of HCL, added: “We are delighted have secured this extension to our relationship with Chesnara and look forward to continuing to work with them over the coming years.”

Earlier this year, Chesnara reported its pre-tax profit had soared by more than 200 per cent.


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