CIO SPEAK. We intend to set up a security operating center his fiscal' -Subramanya C senior VP and global eTO, Hinduja Global Solutions An ITand information security stalwart with over 2 decades of experience, subramanya C, senior icepresident and global chief technology officer at Hinduja Global Solutions, handled various aspects of conceptualizing and commissioning of business process outsourcing and ITenabled services. Being a part of strategic activities of the camp any, he has been equipping HGs to stay competitive and generate innovative solutions. He has facilitated the migration to cloud and constantly creates cost-efficient technology strategies. subramanya candidly converses with VOICE&DATAabout the technological plans of the camp any and the BPa industry. Excerpts- hat isthe ICTvision of Hinduja Global Solu- tions (HGS)? At HGS, we believe that technology is a game-changer rather than an enabler or a automation tool. We offer differenti- ated services with the help of new and ptive technologies. As demand of omers change, we are adopting digi- ready solutions. We are migrating our dard CRM offering to digital CRM. industry isadhering to newer approaches to enhance customer satisfaction, BPOs are eager to offer services to multiple channels, and the social CRM is gaining momentum. Social CRM plays a critical role in overall marketing, branding, sales, customer service, business intelligence and mar- ket research. It enables companies to gain insights into customers' behavior, causation, co-relation, to have mean- ingful and authentic conversation with consumers. antee. SIPenablement, interconnectivity between ISPand termination of calls in out-bound businessarefacing challenges in India. HasHGSdeployed mobile applications? If yes, how is it working for you? We are in discussionswith our customers for deploying mobile applications; we are planning to deploy in retail, logistics, hospitality and travel verticals. Our group company hasdeployed non-core business applications. ich are the key trends in the ITeS - ustry? data, cloud, analytics, social media, mobility are the key trends in the ustry. But we need to look at the rity cycle of technologies and the mer-readiness to adopt. The most minent trends in the sector are the nsformation of businessfor increasing revenue and to bring in efficiency. The Are there any policy-related issueswhich stand in the way of technological imple- mentation at ITeScompanies? Yes,Indiahasafew regulatory constraints. Home agents, who are basically utilized for voice process, are posed with a few challenges. Licensing between national and international is another concern, which is continuing with the bank guar- What are the ICTactivities planned for FY20147 We intend to set up security operating center and we are planning to expand it across our delivery centers from India. When the SIPbecomes enabled in India and becomes more competitive, we plan to optimize it. We are also looking at mi- grating to either private or hybrid cloud, VOICE&DATA I MARCH2013 I voicendata.com I A CyberMedia Publication