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Industry Research : India to Remain the BPO Capital of the World

India has recently lost its pre-eminent position as the world’s ‘call centre capital’ to Philippines which now has more number of people than in India answering calls from international customers of global companies.

But this is one leadership position Indian BPO (business process outsourcing) industry was happy to give in. The reason is simple: ‘voice’ or call centre jobs are at the lowest end of the BPO value chain and India, thanks to its early entry into the BPO segment, is growing non-voice businesses so fast that voice is quickly losing its share.

In the estimated, $16 billion export earnings of the Indian BPO industry in 2011-12, 12 per cent higher than the previous financial year, voice or customer interaction service (CIS) accounted for 42 per cent. Yes, CIS is still the largest chunk of the revenue but its share in the total has dropped significantly from more than 60 per cent of the BPO pie just about seven years ago.

While the share of voice is dropping in the total BPO exports revenue, the higher value added services are growing for India. According to the latest Nasscom report, Nasscom Strategic Review 2012, Finance and Accounting accounted for 22 per cent share, Knowledge services 18 per cent and Vertical-specific BPO 14 per cent. Other segments, currently small but growing fast, are HR outsourcing, Procurement & Logistics and Legal Process outsourcing, etc.

While the initial BPO impact was tactical in nature, over the years, with improving service delivery and domain capabilities, Indian BPO firms have been able to make significant strategic impact on client business, pointed out a Nasscom report.

Just how important is this transformation? Nassscom estimated that Indian firms’ transformative services leveraging benchmarking information, domain knowledge and business insights driven by analytics is adding incremental value to their clients to the tune of 10 to 100 times as opposed to only 0.5 to 2 times in the initial years of the industry. Nasscom estimated that the Indian BPO industry directly generated 880,000 jobs in 2011-12 and provided indirect employment to over 3.5 million people.

Says Pramod Bhasin, Vice-Chairman of Genpact, "Slowly the distinctions among the various types of BPO services are blurring. Increasingly, companies are asking for complete solutions based on versatile platforms. I am happy to note that the Indian companies are moving towards this paradigm shift."

If India is able to spot the diversified and more value-added opportunities in the BPO services quicker than any other country, it is mainly because of its strong number one position in the global IT services outsourcing business. Though started late, the Indian integrated players, those who offer software and BPO solutions, now account for a third of the BPO exports. While the pure-play BPO vendors account for around 25-30 per cent of exports revenue, the 100 odd global in-house centres account for another 21 to 23 per cent.
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As the Indian BPO players are helping their customers in transformational growth, there are three clear trends that stand out. "With the customers demanding that service providers share their business risks, organisations have begun to increase their verticalised service offerings," said the Nassom report. Responding to the change, Indian BPO service providers are aiming to provide services across the entire value chain within particular verticals by developing domain specialisation.

Since delivering customised verticalised services to customers needs a thorough understanding of their products and entire business ecosystem, Indian BPO service providers are increasingly setting up centres near to or in customers’ geographic locations. Such "onshoring and near-shoring activities and local hiring trends", are going to get further momentum in the future, predicted Infosys executive Co-Chairman Kris Gopalakrishnan.

Yet another new trend is the focus on non-linear growth, using a variety of tools to get higher revenue (and margins) with smaller incremental hiring. Clearly, Indian BPO is on a drive far ahead of any other country in terms of service superiority and value addition to customers. As long as Indian BPO firms work as close-knit partners in this journey, it will remain the world BPO leader. As Bhasin predicts, "As the ‘labour arbitrage’ will vanish in a decade, it is time for us to completely re-orient ourselves to the tectonic shift."

Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Scripting

Read today's tip or listen to it on podcast.

Published: Monday, March 12, 2012

Printer Friendly Version Printer friendly version

2022 Buyers Guide Speech Technology

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.

3.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.


V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership


InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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