Check out The Most Innovative, Highly rated Contact Center World Events EVER!
...Thousands of past delegates agree! - BOOK YOUR PLACE TODAY!
Best Contact Centers in the World 2017
all award winners!STARTS IN:
Network, Learn, benchmark in this unique best practice forum with the best practitioners in the World
...who run centers and take your center to new levels of performance, engage staff, improve service and more!
News : Concentrix to Invest to Beef Up India Operations
New Delhi, May 25, 2014 -- After completing acquisition of IBM Daksh, Concentrix is now focussing on strengthening its analytics and developer base in India with plans of investing money in the next 24 months.
"India is a very important market for us and we see it playing an important role in our growth. We will continue to invest in technology and the talent pool here," Concentrix Corporation president Chris Caldwell told PTI.
In September last year, Synnex Corporation announced the acquisition of IBM's worldwide customer care business process outsourcing services business, which was integrated with its subsidiary Concentrix.
Concentrix also works on analytics solutions from other centres in Manila, Belfast, China, Costa Rica, Brazil and US among others, Mr Caldwell added.
The company is also looking at expanding its team of developers, which has about 400 people in India, China and Belfast (Northern Ireland), he said.
Talking about the Indian market, he said higher value processes are coming here.
"A lot of voice-based work may be moving to places like the Philippines, but higher value work is coming to India, things like high-end claims processing. This is a huge opportunity," he said.
Mr Caldwell also said that IBM's expertise in software portfolio, cloud technology, consulting and advanced analytics is helping Concentrix transform and deliver high-value interactions at every stage of the customer care lifecycle.
The BPO industry in India started with the call centre business, helping international companies carry out customer services at reduced costs. It has now moved on to becoming the preferred destination for not just cost arbitration but also specialised work, giving rise to newer outsourcing streams like knowledge process outsourcing (KPOs) and legal process outsourcing (LPOs).
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Workforce Management Strategy
More Editorial From Concentrix
Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents. Our 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics, and back office solutions in 40+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients.
Published: Wednesday, May 28, 2014