featured posts:

• Infosys: 100 Days In

  Nov 18, 2014, by Rachael Stormonth

  In September we wrote an event note following Infosys European analyst meet on the principal message in the keynote address by new CEO Dr. Sikka “Renew the core business, innovate into new businesses” (see here). Earlier this month we attended Infosys’ U.S. analyst event and its Confluence customer meet in Orlando. Dr. Sikka was about 100 days into his role, and we were lookin[...]

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• HP BPO: Reenergized in Europe, Increasingly Bullish

  Nov 16, 2014, by Rachael Stormonth

  NelsonHall recently attended an HP Enterprise Services (HP ES) analyst and adviser event in London focused on its European BPO business - on what was the first working day of its FY 2015. The tone was very upbeat: FY 2014 was a good year, with HP ES winning 11 out of the 12 BPO deals for which it bid, for an overall TCV of $1bn+ And management described its pipeline for FY 15 as “[...]

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• Disruptive Forces and Their Impact on BPO: Part 7 - High Velocity BPO - What the Client Always Wanted

  Nov 13, 2014, by John Willmott

  This is the final in a series of short blogs that look at various disruptive forces and their impact on BPO. The impact of all these disruptive factors is that BPO is now changing into something that the client has always wanted namely “High Velocity BPO”. In its early days, BPO was a linear and lengthy process with knowledge transfer followed by labor arbitrage, followed by process[...]

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• Disruptive Forces and Their Impact on BPO: Part 6 - The Internet of Things: Is this a New Beginning for Industry-Specific BPO?

  Nov 12, 2014, by John Willmott

  In our discussion, we’ve missed out lots of fashionable disruptors like mobile and cloud and these are indeed important elements within BPO. However, let’s be more futuristic still and consider the impact of the Internet of Things. Some examples of current deployment of the Internet of Things are as follows  Sector  Examples [...]

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• Disruptive Forces and Their Impact on BPO: Part 5 - Will Software Destroy the BPO Industry? Or Will BPO Abandon the Software Industry in Favor of Platform Components?

  Nov 11, 2014, by John Willmott

  BPO has always depended on partnerships with third-party software providers to provide supplementary platforms around client core systems to provide specialist functionality in areas like procurement, collections, & reconciliation handling. However, there is a danger that this can lead to a Heath Robinson (or Rube Goldberg) combination of applications, involving expensive software or SaaS[...]

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• Disruptive Forces and Their Impact on BPO: Part 4 - Digital Renews Opportunities in Customer Management Services

  Nov 10, 2014, by John Willmott

  There has always been a big divide between those suppliers that are comfortable handling voice and those suppliers that were comfortable handling data with very few comfortable with both. However, the impact of digital is such that it increases the need for voice and data convergence. A common misconception in customer service is that the number of transactions is going down. It isn’t, it[...]

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• Disruptive Forces and Their Impact on BPO: Part 3 - Labor arbitrage is dead – long live labor arbitrage

  Nov 09, 2014, by John Willmott

  There’s another disruptive force in BPO that no-one likes to talk about. It’s called labor arbitrage. Everyone is keeping a bit quiet about this one. It’s nothing like as sexy as robotics, or analytics, or SMAC, but it’s also a disruptive force. One side of labor arbitrage within labor arbitrage is relatively defensive, but in spite of automation and robotics, mature &ld[...]

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• Disruptive Forces and Their Impact on BPO: Part 2 - Analytics is becoming all-pervasive and increasingly predictive

  Nov 07, 2014, by John Willmott

  Robotics has moved incredibly fast over the past year, but so has analytics. Analytics has been around in support of process improvement initiatives & Lean Six sigma projects for many years. It has also been present in areas like fraud analytics, which means at a personal level that you now have to re-instate your credit card most weeks. However, analytics is now becoming much more pervasiv[...]

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• Disruptive Forces and Their Impact on BPO: Part 1 The Robots are Coming – Is this the end of BPO?

  Nov 06, 2014, by John Willmott

  This blog is the first of seven in a series looking at six disruptive forces and their implications for BPO. Some of these are widely talked about, others less so. This first blog sets the scene and looks at the impact of robotics. Subsequent blogs will consider the implications of: Analytics  becoming all-pervasive and increasingly predictive Labor arbitrage is dead – long live l[...]

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• September Quarter Results from Five Indian Providers: Generally Positive, but Indian Street Expects More

  Oct 20, 2014, by Rachael Stormonth

  Last week we looked at Infosys' quarterly results. It has been another busy week of quarterly reports from some of the Indian oriented service providers. How did five of them do? Syntel (Q3 CY14): Softness in Healthcare Greater than Expected Revenue was $228.3m, up 8.8% y/y, but slightly below consensus Operating margin was 29.8%, down 610 bps y/y, with less benefit from rupee depre[...]

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• Accenture: Reinventing the Interface Between Business and Technology

  Oct 16, 2014, by Rachael Stormonth

  Accenture’s recent analyst event in New York was essentially a platform for it to showcase capabilities which it believes are key differentiators, both in terms of its attributes and also highlighting some areas of its portfolio which position it well for current and future profitable growth. The tone throughout was bullish re current and future performance - and recent performance supp[...]

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