Infosys eyes closer integration of tech & BPO biz
06-Jan-2009
MUMBAI: Infosys Technologies is looking at a closer integration between its technology and BPO businesses to beat the slowdown blues. The move is expected to maximise profits for the tech bellweather at a time when billing rates are under pressure and customers want more value for the same price.
Many senior executives have also moved from Infosys Tech to the BPO arm facilitating the intergration efforts. For instance, the knowledge services business unit of Infosys BPO is headed by a former Infosys Technologies executive. The vice-president and head of sales of Infosys BPO is also from Infosys Tech. Both communication and finance & accounting business units are also headed by former executives of Infosys Tech.
The BPO arm is now jointly working with IT on solutions, platform-based BPO and on transformation intiatives. Compared to plain-vanilla BPO services, where pricing is based on the number of seats per hour, these solutions are linked to outcomes and number of transactions. "Our strategy is if we can integrate technology and BPO, there is a big opportunity," said Gopal Devanahalli, vice-president who heads the business unit focussed on communication service providers.
While most telecom providers have outsourced customer services and, to some extent, areas such as finance and accounting and human resources, Infosys BPO believes real profits are to be made from areas that directly impact the cost of revenues. These areas also require greater technology intervention and involve services such as fulfillment, assurance and billing. |
