Weathering Downturn - Global Services

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100THE BEST

Global Service ProviderS

Best Performers in: IT services, infrastructure services, outsourced product development (OPD), BPO, FAO, HRO, contact center, Asia (excluding India), Eastern Europe, Latin America and Human Capital Development

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The Global ServiceS

Weathering a DownturnBy Ed Nair, GloBal SErvicES aNd SumEEt SalwaN, Neoit

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Best Performing IT Service Provider

Best Performing HRO Services Provider

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Leader, Latin America

tAtA ConSultAnCy ServiCeS (tCS)S. Ramadorai, CEO

ConvergySDavid F. Dougherty, CEO

neoriSClaudio Muruzabal, CEO

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Best Performing Infrastructure Services Provider

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Best Performing Contact Center

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Leader, Human Capital Development

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Lynn Blodgett, CEO

AffiliAted Computer ServiCeSBest Performing Outsourced Product Development (ODP) Company

Sitel WorldWideDavid Garner, CEO Vineet Nayar, CEO

hCl teChnologieS

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Leader, Asian

neuSoftDr. Jiren Liu, CEO

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Symphony ServiCeSGordon Brooks, CEO

Editors Note .....................................................................3Best Performing BPO & FAO Service Provider

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Leader, Eastern Europe

21

The 2009 Global Services 100 Companies ............. 12 The 2008 Global Services 100 Companies .............24 The 2007 Global Services 100 Companies ............ 26 The 2006 Global Services 100 Companies ............ 28

genpACtPramod Bhasin, CEO

luxoftDmitry Loschinin, CEO

2009-GlobalServices 100

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EDITORS NOTE

The 2009 Global ServiceS 100hat many of the turbulent events in global economy unfolded in 2008 made this years Global Services 100 survey an interesting exercise. The year 2008 was not particularly bad for the global services industry, an industry that experiences a lagging economic impact because of the long decision-making cycles. The industry did exhibit enormous latency for a good part of the year. It was only toward the end of the year that deal flows actually slowed. Service providers started tightening up on costs after the first quarter but planned investments continued. By the third quarter, companies started to conserve resources even as the inclement economic weather posed many challenges like credit crunch, volatility, currency crisis and such. We could see many of these aspects in a very manifest manner during the survey. Through the year, our various interactions with the service provider community gave us a very good sense of the challenges faced and how individual companies responded. During a period of economic boom, such a survey as the Global Services 100, looks at how well the companies took advantage of the tailwinds. During a period of economic slowdown, the survey looks at how well the company met the headwinds. So, who won? Companies such as TCS, Symphony, and ACS in IT services; Genpact, Sitel, Convergys in BPO; Luxoft, Neoris and Neusoft in emerging geographies; and HCL in human capital development made the charts. It does not mean that the others achieved any less. In fact, there are numerous pockets of excellence in the global services industry that is beyond the scope of such a macro industry survey. Most of the categories we had this year was hotly contested and deciding the winner was a challenge. Global Services and neoIT would like to thank all the companies who opted to participate in this years survey. And congratulations once again to all the companies who made it to the 2009 Global Services 100 and Top 10 across the eleven categories. GS

T

ED NAIRed@cybermedia.co.in


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2008 was an unusual year. Business concerns such as recession and currency fluctuation became the highlights of the last two quarters. Hence, sourcing activities slowed down; consolidations happened in unexpected ways; leading providers posted losses like never before. In all, the outsourcing world took a new shape. Many such trends are tapped in 2009 Global Services 100 survey conducted by Global Services in conjunction with neoIT, an advisory firm. A look at the survey findingsBy Ed Nair, GloBal SErvicES, aNd SumEEt SalwaN, Neoit

The Global Influence and SpreadU.S. and India lead the distribution of the Global Services 100 companies in terms of where they are headquartered: 44 companies in the U.S. and 31 in India, accounting for three-fourths of the list. But a closer look reveals that amongst companies headquartered in the U.S., many of them owe their heritage to either India, Eastern Europe, China or Latin America in that they have strong delivery capabilities in these respective locations. That is, the spread of emerging global services companies is not polarized toward the U.S. though India leads the numbers, the other regions or countries have a fair share that is increasing. In terms of customer locations, of all the companies in the Global Services 100 survey, the U.S. definitely leads with 95 percent of the companies having a U.S. customer, closely followed by Western Europe where

Global Services 100 Distribution (%)

Western Europe

2

4

Eastern Europe

India

31

44

U.S.

Asia (excluding India)

14

5

Latin America

Source: Global Services and neoIT, 2009 Global Services 100 Study

84 percent of the companies have customers. The narrow gap between the U.S. and Western Europe signifies

Corporate Customer Locations (%)Africa Australia Canada China India Japan Western Europe/UK Eastern Europe South America/Mexico United States Middle East APAC (Other than India & China) 8 18Source: Global Services and neoIT, 2009 Global Services 100 Study

18 42 54 27 52 36 84 32 29 95


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Special Reportthe geo-led diversification strategies of companies, and the opening up of Western Europe to global sourcing. An interesting finding here is that India and China with 52 and 27 percent respectively point toward the potential and uptake for IT services and BPO in domestic markets, again borne out of the need to diversify away from locations like the U.S. and Europe. For one, the domestic markets in these countries are maturing but an even stronger and tactical reason is that these markets protect the companies from dollar-related currency fluctuations. In terms of presence of full-time employees engaged in service delivery, the Global Services 100 participants reveal the most impressive story. The companies have presence across 31 countries in the world covering all the regions. This factor makes the Global Services 100 companies truly global in terms of their reach and capability to deliver. A healthy spread of delivery locations in Latin America, Eastern Europe and Asia suggests a geographically distributed delivery model adopted by the 2009 Global Services 100 companies.

Global Services 100 Providers Reach (%)16 Australia

26 China 56 India 3 Indonesia 10 Japan

APAC

12 Malaysia 17 Philippines 22 Singapore 3 Sri Lanka 3 Vietnam

3 Belarus 3 Bulgaria 5 Czech Republic

Service-mix and Client-mixWithin IT services, application development and maintenance and package implementation are the the two service lines that have a service provider concentration. Infrastructure management under the managed services model is seen to be a growth area with many vendors now doing it from remote locations albeit most of them concentrating on one or two of the pieces of the solution like IT helpdesk or network management. The large IT-services firms straddle across all the service areas but many of the Global Services 100 providers pursue finer niches like Outsourced Product Development (OPD) and engineering services. BPO activity related to customer care, which includes voice-based customer-support services continues to lead the BPO area. But financial process related work (which includes mere accounting support to management and optimization of financial functions) is rapidly evolving as a service offering. Industry-specific BPO and knowledge processing continue to evolve as strong niches that the Global Services 100 companies are pursuing. Large customers continue to be the mainstay of the Global Services 100 companies, and this trend continues undisturbed since the last three years. In fact, in some cases, the trend has intensified. Seventy one percent of the companies in 2008 had more than 50 percent of their revenues coming in from large customers compared to 67 percent in 2006. Fifty three percent companies had between 10 to 30 percent of business

Eastern Europe

6 Hungary 7 5 Poland Romania 9 Russia

3 Slovakia 6 Ukraine

EMEA

2 Egypt 6 South Africa

North America

66 U.S. 24 Canada

12 Argentina

Latin America

11

Brazil

10 Chile 3 Costa Rica 16 Mexico

Western Europe

21 Germany 3 Northern Ireland 36 U.K. 8 IrelandSource: Global Services and neoIT, 2009 Global Services 100 Study


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% of IT services offered by providersADM (93) Package implementation (61) Engg. Services (46) OPD (40) Infra (53) Other IT (43) 28Source: Global Services and neoIT, 2009 Global Services 100 Study

61 40 22 26 35

% of BPO service offered by providersF&A HR Customer care Procurement Research Others 21Source: Global Services and neoIT, 2009 Global Services 100 Study

30 20 35 16 26

Providers critical business concerns (%)Ability to scale operations Attrition (turnover) rates Taxes or tariff law changes in provider's home country Disaster recovery/business continuity Salary appreciation Currency fluctuation Political instability Finding workers with requisite language skills 14 31Source: Global Services and neoIT, 2009 Global Services 100 Study

37 40 14 12 38 68

M&As in the last 12 months (%)We acquired a service provider We merged with a service provider We acquired a consulting firm We were acquired by a service provider, private equity or consulting firm 1 We received an investment by a private equity or venture capital firm We spun off a new company We launched an initial public offering (went public) ~0 10 12 4 11 30


61


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Revenue from small, mid and large customers (%)

Customers seeking bundled IT and BPO services (%)8 3 11 4 21 Does not apply to us

Small 2008 2007 2006 Mid 2008 2007 2006 Large 2008 2007 20060 to 10 14 18 21 10 to 30 19 16 16 12 13 30 to 50 50 to 80 16 41 46 39 80 to 100 30 27 28 29 33 35 53 48 48 19 19 24 16 1 12 1 14Source: Global Services and neoIT, 2009 Global Services 100 Study

69 71 59 34

31 31 11

11 9

10 5 12 No 32 Yes, same as the last year

61 Yes, more than the last year


coming in from mid-size companies, a slight rise seen in the last three years. Small companies still are not amenable to global outsourcing services as evidenced by more than two-thirds of the companies getting less than 10 percent of their revenues from small companies.

Supply-side DynamicsMore than two-thirds of the service providers cite currency fluctuations as their major area of concern during the year. Understandably, this is so because the dollar had appreciated against most other currencies during the year which adversely affects the cost structure of many non-U.S. companies. Currency fluctuations have been severe enough to adversely affect the financial statements of companies. For instance, Infosys, one of the IT and BPO services leaders, posted a forex loss of $41 million due to heading at mark-to-market value rate when the rupee depreciated to Rs 48.71. That is the reason that the company has brought down its hedging amount in the forex market to $576 million to minimize the risk of currency rate fluctuation in H1 09. In fact, another major Indian service provider, TCS, which reported 18 percent decrease in net in-

come, attributes the loss to $51.4 million forex loss. In the cases of some companies, the foreign exchange hedges have gone wrong. Low valuations have driven the M&A trend in the industry during the year 2008. Large acquisitions like the $505 million TCS-Citi deal (in Oct. 08), the $127 million Wipro-CTS deal (in Dec. 08), the $800 million HCL-Axon acquisition deal (in Sept. 08), the $400 million Capgemini-Getronics deal, and finally, the HP-EDS merger happened in H2 08 across the globe. While it may be premature to call that the trend of bundled IT and BPO services went mainstream this year, there was lot of action for sure. Nearly two-thirds of the companies surveyed in Global Services 100 reported that customers were increasingly seeking bundled IT and BPO services. Strictly speaking, the trend covers a gamut of possibilities ranging from customers seeking the same service providers for IT and BPO services to an advanced integrated IT and operations scenario. Other variations of this trend like platform BPO has also been gaining strength, especially driven by BPO arms of ITservices companies like Infosys BPO. GSWith additional input from Govind Maheshwari, neoIT and Namita Goel, Global Services.


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GS 100 Methodology

H

undreds of global IT and BPO service providers were invited to participate in this years Global Services 100

rate each question. For each category, different weights were assigned to bring out specific supplier strengths and capabilities relevant to the category. The scoring scheme was designed by a panel comprising of Global Services and neoIT team. Care was taken to ensure that all service providers (global, niche or regional) were given a level playing field. For a revenue based question, for example, if the scoring scheme gave weight to higher revenue, small or niche companies pared this disadvantage by scoring high on better growth rates. At each stage, Global Services and neoIT experts validated the data received. During this exercise, we found that some companies that would otherwise have gotten a high ranking did not make it to the category lists because they had sent incomplete information. Capgemini, for example, is one company that would have certainly qualified in the Top 10 IT Services providers list, but did not only because their survey response was incomplete. We would like to highlight that companies such as Accenture, Cognizant and IBM do not figure in the top 100 list because they did not participate in this years survey. Finally, Satyam has been excluded from this years list, as a result of the recent accounting fraud.GS

survey. As was expected, the response this year again was overwhelming. Service providers from 19 countries, with delivery centers across 31 countries, comprised the list of participants. Functionally, these providers cover a range of services across IT services including IT application services, infrastructure services, product development and BPO services including finance and accounting, human resource management and contact centers. The top 100 list and the ranks in the 10 categories are based on a scientific methodology which we have consistently improved upon over the last few years. Broadly, we evaluated responses on four parameters: Size (revenue, employee strength, global delivery capability, and such) Customers (customer base, client refer ences and case studies, average contract size, and such) Skills (depth and breadth of offerings, delivery capability, quality initiatives, industry verticals covered, and such) Employee Factors (attrition, training initiatives, investment in employee retention, and such) A weighted scoring scheme was used to


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The 2009 Global Services 100 CompaniesCompany24/7 Customer Achievo Affiliated Computer Services (ACS) Aditya Birla Minacs Worldwide AppLabs Aricent Beyondsoft Group Birlasoft BlueAlly Cambridge Solutions Capgemini CGI Group Collabera Computer Sciences Corporation (CSC) Convergys Corbus Cybage Software e4e EA Consulting EPAM Systems ePerformax Contact Centers & BPO Etech eTelecare Global Solutions Exigen Services Exl Service Firstsource Genpact Globerian GlobalLogic Grupo ASSA HCL Technologies Headstrong HeroITES Hexaware Technologies Hildebrando hiSoft Technology International HOV Services HTC Global Services Hinduja TMT Global Solutions IBA Group ICT Group iGATE Indecomm Global Services Infogain Infosys Technologies Innodata Isogen Insigma Technology Intelenet Global Services InterGlobe Technologies Intetics

CEOP. V. Kannan Robert P. Lee Lynn Blodgett Deepak J. Patel Makarand Teje Sudip Nandy Ben Wang J. Ramachandran Vijay Tanamala Christopher Sinclair Paul Hermelin Michael E. Roach Hiten Patel Michael W. Laphen David F. Dougherty Rajesh K. Soin Arun Nathani Somshankar Das Chin King Wong Arkadiy Dobkin Teresa Hartsaw Matt Rocco John Harris Alec Miloslavsky Rohit Kapoor Ananda Mukerji Pramod Bhasin Naveen Trehan Peter Harrison Roberto Wagmaister Vineet Nayar Arjun Malhotra David Turner P. Chandrasekar Diego Zavala Loh Tiakkoon Suresh Yannamani Madhava Reddy Partha De Sarkar Sergei Levteev John J. Brennan Phaneesh Murthy Naresh Ponnapa Kapil Nanda S. Gopalakrishnan Jack S. Abuhoff Shi Lie Susir Kumar Vipul Doshi Boris Kontsevoi

URLwww.247customer.com www.achievo.com www.acs-inc.com www.minacs.adityabirla.com www.applabs.com www.aricent.com www.beyondsoft.com www.birlasoft.com www.blueally.com www.cambridgeworldwide.com www.capgemini.com www.cgi.com www.collabera.com www.csc.com www.convergys.com www.corbus.com www.cybage.com www.e4e.com www.ea-inc.com www.epam.com www.eperformax.com www.etechinc.com www.etelecare.com www.exigenservices.com www.exlservice.com www.firstsource.com www.genpact.com www.globerian.com www.globallogic.com www.grupoassa.com www.hcltech.com www.headstrong.com www.heroites.com www.hexaware.com www.hildebrando.com www.hisoft.com www.hovservices.com www.htcinc.com www.htmtglobal.com www.iba-it-group.com www.ictgroup.com www.igate.com www.indecommglobal.com www.infogain.com www.infosys.com www.innodata-isogen.com www.insigma.com.cn www.intelenetglobal.com www.igt.in www.intetics.com


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CompanyITC Infotech India Itransition Group Kompakar KPIT Cummins Infosystems Larsen & Toubro Infotech Lionbridge Technologies Luxoft Mascon Global Mastek Mera Networks Microland Mindteck MindTree Consulting MphasiS NCO Group Neilsoft Neoris Ness Technologies Neusoft NIIT Technologies Ocwen Financial Outsource Partners International (OPI) Patni Computer Systems Polaris Software Lab Politec Global IT Services QuEST Quintec Soluciones RCG Information Technology Reksoft SafeSoft International Scicom Sitel SONDA SPi Technologies Stream Global Services Sutherland Global Services Symphony BPO Solutions Symphony Services Synapsis Syntel Tata Consultancy Services (TCS) Teledirect TELUS International Unisys UST Global VanceInfo Technologies vCustomer Virtusa Wipro Technologies WNS Global Services

CEOSanjiv Puri Sergey Gvardeitsev Dr. Ir. Ahmad Fikri Hussein Kishor Patil Sudip Banerjee Rory Cowan Dmitry Loschinin Sandy Chandra Sudhakar Ram Dmitry Ponomarev Pradeep Kar Pankaj Agarwal Ashok Soota Jeya Kumar Michael Barrist Ketan Bakshi Claudio Muruzbal Sachi Gerlitz Dr. Jiren Liu Arvind Thakur William C. Erbey Clarence T. Schmitz Narendra K. Patni Arun Jain Helio Oliveira Ajit A. Prabhu Cristbal Vergara Robert Simplot Alexander Egorov Brian You Leo Ariyanayakam David Garner Ral Vjar Olea Peter Maquera R. Scott Murray Dilip R. Vellodi Jack Cantillon Gordon Brooks Leonardo Covalschi Bharat Desai S. Ramadorai Laurent Junique Jeff Pruitt J. Edward Coleman Sajan Pillai Chris Chen Sanjay Kumar Kris Canekeratne Suresh Vaswani and Girish Paranjpe Neeraj Bhargava

URLwww.itcinfotech.com www.itransition.com www.kompakar.com www.kpitcummins.com www.lntinfotech.com www.lionbridge.com www.luxoft.com www.mgl.com www.mastek.com www.meranetworks.com www.microland.com www.mindteck.com www.mindtree.com www.MphasiS.com www.ncogroup.com www.neilsoft.com www.neoris.com www.ness.com www.neusoft.com www.niit-tech.com www.ocwen.com www.opiglobal.com www.patni.com www.polaris.co.in www.politec.com www.quest-global.com www.quintec.cl www.rcgit.com www.reksoft.com www.safesoftinc.com www.scicom-intl.com www.sitel.com www.sonda.com www.spi-bpo.com www.stream.com www.suth.com www.symphony.com.my www.symphonysv.com www.synapsis-it.com www.syntelinc.com www.tcs.com www.teledirect.com.sg www.TELUSInternational.com www.unisys.com www.ust-global.com www.vanceinfo.com www.vcustomer.com www.virtusa.com www.wipro.com www.wns.com

Note: Some companies such as IBM, Accenture, Cognizant and Softtek amongst others did not respond to the survey because they could not reveal the extent of Source: Global Services and neoIT, 2009 Global Services 100 Study information required by us in the survey. Hence, they dont feature in this list.The list has been arranged in alphabetical order.


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Special Report Best Performing IT Service Provider

TaTa ConsulTanCy serviCes (TCs)Top 10 Service Providers: IT Services1. Tata Consultancy Services (TCS) 2. Infosys Technologies 3. HCL Technologies 4. Computer Sciences Corporation (CSC) 5. L&T Infotech 6. Wipro Technologies 7. EPAM Systems 8. Patni Computer Systems 9. Neusoft 10. Collaberasource: Global services and neoiT, 2009 Global services 100 study

S T A T SCEO: S. Ramadorai Skill set (top 3): Application maintenance and development, infrastructure services, engineering services Verticals (top 3 by revenue): Aviation, automotive, BFSI, telecom, healthcare, transportation Customers: Ducati, Merrill, Qantas, Ministry of External Affairs (India) Delivery centers (top 5): India, China, U.K., Morocco, Latin America Employees: 111,407 Revenue (est. 2008): $5,600 million Year founded: 1968 Website: www.tcs.comsource: Global services

North America appeared to be stabilizing for TCS while its European business grew despite sluggish market

In a challenging market, TCS remained focused on execution discipline and kept pricing stable and therefore, managed to grow profitably along with margin improvement, said N. Chandrasekaran, Chief Operating Officer at the announcement of Q3 results. The company suffered from a fall in dollar denominated revenues but experienced growth in absolute terms along with significant improvement in performance metrics. We have added over 30,400 people in the first nine months which is in line with our hiring plans for the financial year. Our retention rates for both IT services and BPO have shown significant improvement in the current quarter. We continue to focus on improving utilization rates and employee productivity, said Ajoy Mukherjee, Vice President and Head, Global Human Resources, TCS. In terms of markets, North America appeared to be stabilizing for TCS while its European business grew despite sluggish market. Despite weak economic outlook, Latin America registered very strong demand, from both local companies and multinationals seeking GNDM capability while Asia Pacific and Middle East remained volatile. The year saw TCS cut many large deals in the face of the weakening economy. The company signed 35 other large deals and adding around 92 new clients in its existing list. In April 2008, S. Ramadorai, CEO of TCS had revealed that they are investing in developing infrastructure in 11 different Indian cities adding almost 30,000 seats for the year 2009. However, taking an update on those plans after the mishaps that happened later in the year, We are likely to experience delays in ramp ups as well as in the decision-making and all our focus on building for the future would be around building efficiencies and looking at the future and investing for the future on people and some of the assets which we create, said Ramadorai in January this year. Application Development and Maintenance continues to contribute significantly to the chunk of TCS revenue (approximately 49 percent of revenues). Moreover, the company is looking toward strengthening its infrastructure and OPD capabilities, which contribute 20 percent in terms of revenue growth. The companies attrition rate has fallen down to a great extent and the company attributes this to its expertise in talent management and retention. Maintaining its steady growth, TCS is hopeful that the things will change in second half of 2009. It has been a tough environment but TCS has a very healthy deal pipeline and we need to ensure closure of these deals, states Chandrasekaran. Adding to this, When we come to 2009 and what we see ahead, we are confident about the growth prospects based on momentum and the capacity and capability building, but we will continue to be watchful S. Ramadorai, CEO about the external environment especially in Tata Consultancy Services (TCS) the U.S., concludes Ramadorai. GS

By Namita Goel


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Special Report Best Performing Infrastructure Services Provider

affiliaTed CompuTer serviCesBy pratiBha vermaCS strengthened its IT Outsourcing (ITO) presence globally by providing infrastructure services like network services, storage, desk operations, midrange, security, mainframe and desktop support. Employing around 70,000 people all over the world, this company earned the revenue of $6.4 billion in 2008 wherein ITO represents approximately 25 percent of ACS revenue. ACS also sees significant opportunity in Europe. In 2008, ACS expanded its ITO business into Europe, acquiring companies in the U.K. and in Germany to enhance its global capabilities. Having seen no impact of global slowdown, its President and CEO Lynn Blodgett says, ACS has a recession resistant model that performed well again this year. We delivered strong performance in revenue, earnings, cash flow and bookings. We are proactively managing the business to take advantage of opportunities in this market and undertaking several initiatives to increase resiliency of our business. New business signings for the fiscal year-to-date period were an estimated $1.6 billion of total contract value, which was 20 percent increase over the prior comparable period. From a service-line perspective, ITO generated 14 percent of new business signings. Companys new business signings for the fiscal year-todate period were $405 million of annual recurring revenue. Citing Ingersoll Rands 10-year renewal deal as unusual, ACS is confident about its Remote Infrastructure Management (RIM) services and hopes to get more contracts in near future. Other recent renewals were Ingram Micro and The Queens Health System. Believing that there is clearly an opportunity in the current economy to reduce costs in outsourcing space, the company offers multiple innovative solutions to help customers reduce IT budgets, such as virtualizing customers server environments or consolidating their data centers into pooled environments. The company recognizes that incremental RIM or just moving workloads to low-cost labor locations has reached the point of diminishing returns and minimal differentiation. For many years ACS has been investing in automation and the reduction or elimination of human interaction within the RIM environment. In addition to speeding resolution, an automated RIM environment identifies the types of incidents that occur so that they can be addressed proactively by eliminating the incident altogether. Using quality assurance tools, like a Pareto chart our engineers easily see the most common incidents for a customer and research the root cause. For example, if a particular client is continually experiencing backup issues, the problem may be inadequate C drive space something that could be remedied by a server reconfiguration. Instead of spending time writing tickets, skilled personnel now can focus efforts on continued automation and remedying points of pain, says ACS Technology Lynn Blodgett, CEO, Innovation for the IT Outsourcing Business Affiliated Computer Services (ACS) Vice President Nagesh Kunamneni. GS

A

Top 10 Service Providers: IT Infrastructure1 2 3 4 5 6 7 8 9 10 Affiliated Computer Services (ACS) HCL Technologies Wipro Technologies Tata Consultancy Services (TCS) Unisys Infosys Technologies Patni Computer Systems CGI Group MphasiS Microland

source: Global services and neoiT, 2009 Global services 100 study

S T A T SCEO: Lynn Blodgett Skill set (top 3): Back-office processing, human resources, infrastructure hosting Verticals: Communication Providers, Financial Services Organization, Healthcare, Higher Education Institutions, Insurance Companies, Manufacturers, Retailers, Transportation: Shipping & Logistics, Travel Providers, Administration and Finance, Environment Federal (U.S.), Healthcare, Human Services, Public Safety & Justice, Transportation Customers: The Queens Health System, Ingram Micro, Ingersoll Rand, Nike Delivery centers (top 5): U.S., India, Malaysia, Mexico, Spain, Jamaica Employees: 70,000+ Revenues (est. 2008): $6,400 million Year founded: 1988 Website: www.acs-inc.comsource: Global services

In 2008, ACS expanded its ITO business into Europe, acquiring companies in the U.K. and in Germany


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Special Report Best Performing Outsourced Product Development Company

symphony serviCesTop 10 Service Providers: OPD1 2 3 4 5 6 7 8 9 10 Symphony Services EPAM Systems Luxoft Ness Technologies HCL Technologies GlobalLogic Exigen Services L&T Infotech MindTree Mera Networks


S T A T SCEO: Gordon Brooks Skill set (top 3): outsourced product development, application testing, process expertise Verticals: ISVs, Storage & Information Lifecycle Management, Systems Management, Telecom, Embedded, Medical Devices, e-Commerce, Information Service Providers, Travel Customers: Oracle, Attachmate/NetIQ, Lawson, Misys, Iron Mountain, NetApp, Motorola, Avaya, IRI, Concur Delivery centers : India, U.S., Beijing Employees: 4,000 Revenue (est. 2008): $200 million Year founded: 2002 Website: www.symphonysv.comsource: Global services

Symphony is planning a move into the design of physical products, leveraging CAD/ CAM, electrical and mechanical design and fluid mechanics

t was Symphony Services positive and multi-disciplinary approach to boost R&D performance and incorporate innovation across the product and service development lifecycle, which not only helped it expand its abilities in the garb of recession, but also earned it this years best OPD player award by Global Services and neoIT. Citing downturn as the ideal time for investment rather than retrenchment, President and CEO, Symphony Services Gordon Brooks says, In a downturn, funds are limited, so if a company is trying to expand its capabilities to bring new products to market and improve quality, the company would be able to do it more efficiently rather than simply throwing more money at the problem. Symphony Services provides end-to-end R&D outsourcing capabilities from testing and Q&A to product-line management to support and remote infrastructure management. It delivers over 1,000 releases per year. With 37 new customers so far in 2008 and 41 percent year-over-year revenue growth, Symphony Services claims that it is building for its future. Symphony is introducing new services like application-management services which would enable ISVs to offer hosted and managed services options to its customers. The company is planning a move into the design of physical products, leveraging CAD/CAM, electrical and mechanical design, and fluid mechanics. These developments contribute to excitement for 2009, which we anticipate will be another breakthrough year despite the downturn in the global economy, adds Brooks. With 4,000 employees in India, U.S. and Beijing, the company is optimistic about strong growth in 2009. Theres no doubt that 2009 will be a challenging year for everyone. Nobody harbors expectations of more than 40 percent growth this year. But we do expect strong growth nonetheless. In the dialogue we see that many of our customers may take more aggressive stances with their offshoring and outsourcing initiatives to reduce net R&D spend while maintaining, and perhaps increasing, market momentum, he says. Having been not directly involved in the ITO market, Symphonys average contract value for ITO fell significantly. We believe the majority of the reduction in scope and renegotiation of rates across the industry, were primarily a function of the economic downturn. Since budgets have been more established now, we have actually seen contracts getting much bigger and transformational in nature, he adds. Apart from the expansion, Symphony Services also saw some mild effects of the economic crises. Brooks says, Back in the fall, we saw some prospects take a step back and try to understand how it was going to impact them and how they may have to adjust their objectives and the strategies to achieve them. Since late November [2008] weve seen that many companies taking an even more aggressive posture with offshoring and outsourcing to imGordon Brooks, CEO, prove the effectiveness and efficiency of Symphony Services their R&D operations. GS

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By pratiBha verma


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Special Report Best Performering BPO & FAO Service Provider

GenpaCTenpact, the only Global Services 100 company that won two categories: Best Performing FAO Service Provider and Best Performing BPO Service Provider, started the year 2008 with a bang. The company celebrated the New Year with an FAO agreement in hand. Year 2008 was great for Genpact despite the gloom and doom of the economy. Even the lackluster fourth quarter was productive for Genpact with five new customers getting added to its client roster. Invensys, Ceridian, Hyatt Shared Services Center, are a few of those customers that selected Genpact as a partner during the first three quarters of the last year. The things which make us stand out as a BPO player are: Processes expertise to provide end-to-end services across various industries, ability to drive business value by leveraging our technological and analytical capabilities, and operational excellence driven by Six Sigma, Lean and re-engineering, said Pramod Bhasin, CEO, Genpact. The company sees this recessionary environment as a platform for new opportunities. This is the right time to acquire talent, especially in the U.S. and the U.K., and I would like to shift my focus there, said Pramod. Of the total 36,200 full-time employees at Genpact (as of Dec. 08), most are seated in the region of Asia Pacific (India, China and the Philippines). The market is tougher than ever before. However, opportunities for providers like us are no less. In fact, we have been noticing double digit growth; and its going to grow, added Bhasin. The biggest benefit that we get is when we partner with those customers who expect us to drive business value for their business capabilities, said Tiger Tyagarajan, COO, Genpact while reacting over the win. But the journey is not complete. For large corporations, there is always a large scale to be tapped. Interestingly, Genpacts process capabilities range from FAO, BPO to ITO services, of which BPO and FAO are the areas that the industry is aware of. [its] because of our heritage. We started as a BPO company, and we started offering BPO services first, and then we added IT as a separate business. So its because we also had a very strong linkage to Lean and Six Sigma people associate those as processes. Also, 80 percent of our business is process and analytics, and the rest is IT. So when you have a combination of history where you started with what you were known for and, of course, the size, people associate with you that way, said Tiger. When our customers look at our IT capabilities and when they mix it with our processes, those bonds are very strong. These are the customers whose previous engagements [with other providers] failed. And, they failed because their team didnt know how to implement IT and processes. And when we offer them such clubbed services, which they didnt get previously, that experience is great, said Tiger when asked about the companys future wins in the Pramod Bhasin, CEO ITO category of Global Services 100. Tiger Genpact adds,Well get there one day. GS

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By imraNa KhaN

Top 10 Service Providers: BPO1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Genpact WNS Global Services Sitel Worldwide Aditya Birla Minacs Worldwide Convergys Firstsource Solutions Sutherland Global Services EXL Service 24/7 Customer SPi Technologies

Top 10 Service Providers: FAO1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Genpact WNS Global Services Affiliated Computer Services (ACS) Outsource Partners International Infosys Technologies Ocwen Financial Corporation MphasiS Cambridge Solutions Wipro Technologies HOV Services


S T A T SCEO: Pramod Bhasin Skill set (top 3): Finance & Accounting, Insurance, Analytics, Software Verticals (top 3 by revenue): Banking, Financial services & Insurance, Manufacturing and others Customers: GE, Wachovia, CadburySchweppes, GlaxoSmithKline, KimberlyClark, Hyatt, others Delivery centers (top 5): Delhi NCR (India), Hyderabad (India), Dalian (China) Employees: 36,200 (31st December 2008) Revenues (est. 2008): $1,040 million Year founded: 1997 Website: www.genpact.comsource: Global services


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Special Report Best Performering HRO Service Provider

ConverGysTop 5 Service Providers: HRO1. 2. 3. 4. 5. Convergys Affiliated Computer Services (ACS) Tata Consultancy Services (TCS) Wipro Technologies Cambridge Solutions


S T A T SCEO: David F. Dougherty Skill set (top 3): Project management, finance and accounting, staffing / subcontracting Verticals (top 3 by revenue): Banking and financial services, telecommunication, technology Customers: Vivo, Virgin Media, AIS, British Telecom, Brasil Telecom, Comcast AT&T Delivery centers (top 3): India, North America and the Philippines Employees: 75,000 Revenues (est. 2008): $2,800 million Year founded: 1998 Website: www.convergys.comsource: Global services

Repeated contract renewals without the bid process is one of Convergys biggest traits

onvergys, the winner of the HRO category is a new entrant into the the 2009 Global Services 100 survey, and it managed to sweep away the HRO category. None of the last years winners feature in the 2009 list. This years list is completely fresh! Repeated contract renewals without the bid process is one of Convergys biggest traits. It is testimony to the companys leadership in this area. In 2008, Convergys renewed an HRO contract with a global technology firm, a world leader in management services and a significant state government entity. However, last year Convergys also witnessed the termination of its one of the biggest HRO deals with Starbucks. The customer canceled the deal due to its own in-house issues. But the deal termination affected Convergys to some extent. Despite such loss and the impact of global recession, the company started recovering in the last quarter of 2008. Convergys revenues grew from $676 million in Q3 08 to $704 million in Q4 08. However, Q4 08 revenues is lower than what the company had posted in previous years third quarter $714 million. Still, the challenges are no less in the months to come. However, Convergys three-dimensional capability skilled people (over 75,000 employees across the world), vast processes (HR offerings include recruiting and resourcing, compensation, HR administration, payroll, benefits, performance management and learning, workforce intelligence and enabling services) and delivery network (Convergys integrated HR service centers located in Jacksonville, Florida; So Paulo, Brazil; and Kuala Lumpur, Malaysia) is able to derive business value for its global HRO customers. We leverage our 72 customer service centers and 12 employee service centers to cater to our customers, and also support employee relationships in 70 countries and in 35 languages. Our model uniquely optimizes regional service-center efficiencies while supporting local (and native) languages, cultures, norms, rules and regulations. At the same time, our expertise in SAP-based HR solutions and our partnership with SAP permits us to influence platform decisions and deliver increased benefits to our clients. Convergys has expertise in PeopleSoft Oraclebased HR Solutions. And these are the things that differentiates us from others, said David F. Dougherty, CEO, Convergys. While many HR service providers offerings are still restricted to payroll, HR administration and benefits, Convergys services have grown beyond to learning, resourcing and many other HR management services. In fact, 2009 has just begun and the company has announced its big achievement. It implemented on-time go-live HR management services for its Fortune 50 customer. It took place in multiple languages in Latin America, North America and Asia Pacific. Convergys used its transform-then-transfer approach to redesign the customers global HR processes then implemented an integrated, SAP HRIS platDavid F. Dougherty, CEO form including corresponding manager and Convergys employee self-service portal. GS

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By imraNa KhaN


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Special Report Best Performing Contact Center

siTel WorldWide

S

By imraNa KhaNitel once again bagged the top slot in the category: Best Performing Contact Center. Interestingly, this years top 10 list of global contact centers has many surprises, including ACS making to the third slot from last years nowhere position, NCO Group jumping to the fourth position from the last years 10th slot, Convergys entering into the category for the first time and making to the second position. The winner of the category, Sitel needs no introduction as a contact center leader. The three things that make it stand out are: a) global sourcing which is about its flexibility to source the most appropriate global talent; b) global operating standards which is about using 32 years of experience supporting 3 million customer interactions a day to deliver consistent service every day; c) global private network which is about ensuring uninterrupted service to customers to route voice and data seamlessly throughout its 140+ global facilities. On its capabilities to serve efficiently, one of Sitels customers Joann, Director Strategic Alliances, Pitney Bowes cites, Although Sitel is a large global company, they have demonstrated that they value Pitney Bowes as a customer. From the beginning of the partnership when Pitney Bowes launched with approximately 35 agent positions in two global locations, Sitel provided the appropriate level of operational support and access into Sitels senior management organization. I think Sitels ability to meet customers at their level is one of the reasons Pitney Bowes and Sitel have been so successful together small and then medium. Many such deals continue to get signed. For example, in Feb. 09, Sitel inked a multiyear, approximately $40 million, outsourcing deal with a new customer to provide inbound customer care and other customer-service activities. The company has already employed approximately 400+ associates for this project. However, market conditions have impacted Sitel as well. The positive impact has materialized as large new outsourcing initiatives that have been typically associated with consolidations, asset reallocations and re-badged employees. Due to this, we expect to see several new companies join our roster of customers in 2009. The down side impact is realized primarily through the erosion of forecasted volumes. Our volume decreases are a direct reflection of dampening in new customer sales, activations, reservations, claims, product releases and account opens, said David Garner, CEO, Sitel. To serve customers facing the challenging economic conditions, Sitel has developed special service offerings, including a packaged offering targeted at low balance collections this solution is optimized to profitably collect early in the process using a unique blend of interactive voice, live agents and non-agent assisted collections strategies. Will the current slowdown continue to affect Sitel in 2009? Sitel is bullish about the future. We believe we will be a significant part of our customers successful navigaDavid Garner, CEO, tion of the current economic environment Sitel Worldwide and their emergence from this turmoil. GS

Top 10 Service Providers: Contact Center1 2 3 4 5 6 7 8 9 10 Sitel Worldwide Convergys Affiliated Computer Services (ACS) NCO Group Stream Global Services ICT Group eTelecare Global Solutions Firstsource Solutions HTMT Global Solutions Intelenet Global Services


S T A T SCEO: David Garner Skill set (top 3): Call-center management, back-office processing, vertical market expertise Verticals (top 3 by revenue): Telecom, retail/wholesale & consumer products, software / hi-tech, Customers: Not revealed Delivery Centers (top 5): Manila and Baguio (Philippines), Bangalore (India), Madrid (Spain), Panama City (Panama) Employees: 66,000 Revenue (est. 2008): $1,750 million Year founded: 1985 Website: www.sitel.comsource: Global services

To serve customers source: Global services facing the challenging economic conditions, Sitel has developed special service offerings, including a packaged offering targeted at low balance collections


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Special Report Leader in Asia (Excluding India)

neusofTTop 10 Service Providers: Asia1 2 3 4 5 6 7 8 9 10 Neusoft SPi Technologies ICT Group eTelecare Global Solutions TELUS International Insigma Technology VanceInfo Technologies Achievo hiSoft Technology International Kompakar


S T A T SCEO: Dr. Jiren Liu Skill set (top 3): Product engineering, vertical industry solutions, application development and maintenance support Verticals (top 3 by revenue): Telecom, healthcare, hi-tech Customers: Motorola, Nokia, EMC, Calix, Alpine, Toshiba Delivery centers (top 5): Shenyang, Dalian, Nanjing, Beijing, Shanghai Employees: 15,000+ Revenues (est. 2008): $540 million Year founded: 1991 Website: www.neusoft.com/ensource: Global services

... the Chinese market shall always be Neusofts priority. Its a growing economy, and consumer demands will bring great opportunities to IT outsourcing services

his is Neusofts fourth consecutive win having topped this list as the leading China-based service provider. Neusofts CEO, Dr. Jiren Liu, continues to stress on strategies to grow further in China and Asian markets. Neusoft in the earlier years made its delivery network strong to withstand a recessionary environment. When the other Asian service provider were focusing on the low hanging fruits in the American and European continents to grow further, most of Neusofts strategies were primarily focused toward domestic and other Asian markets. Not that Neusoft ignores the U.S. market, but the companys strategy has always been following geographically de-risked business model. I think the Chinese market shall always be Neusofts priority. Its a growing economy, and consumer demands will bring great opportunities to IT outsourcing services. To cope with the worldwide financial crisis, China launched a 4-trillion-Yuan stimulus package to promote domestic demand, most of which will be used to build and upgrade infrastructures. This will surely offer a lot of IT outsourcing opportunities, stated Liu. Besides, the company has always been focusing on the Japanese market. We will go on and expand outsourcing services in the Japanese market, both horizontally and vertically. Up to now, we have set up branches in Tokyo, Osaka, Nagoya, which bring us closer to customers and enable us to offer both offshore and onsite services. Considering our customers demand, we will expand our human resources devoted to local development and services in Japan he added. In 2008, Neusoft continued a steady growth in software and service outsourcing, seeing a 30 percent increase in revenues. Interestingly, Business Process Outsourcing (BPO), the area which the IT-services company jumped into just a few years ago is something the company would focus on in the years to come. With abundant talents proficient in Japanese and/or Korean, the company would full use of this advantage to develop BPO services in this area and expects to boost its BPO capabilities. While revealing their future strategies, the Liu said, We will invest more to build global delivery centers. In 2008, besides the established software R&D bases in Shenyang, Dalian and Beijing, we began to build more R&D bases in Tianjin, Shanghai, Nanjing and Guangzhou and such. We will actively develop alliance and merger plans on major target markets, especially on the European, American and Japanese markets. Like a true leader, the company sees the period of recession as the time of seeking out for newer opportunities ahead. In my opinion, it is necessary for companies to cut costs and gain competitiveness by outsourcing to survive under such economic turmoil and maintain sustainable development in the long run. So, I think 2009 presents not only big challenges but also tremendous Dr. Jiren Liu, CEO opportunities for the software and service Neusoft outsourcing industry. GS

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By imraNa KhaN


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Special Report Leader in Eastern Europe

luxofTn 2008, the acquisition of ITC Networks, a Romanian IT-services provider, helped in increasing the overall revenue to over $150 million and the number of employees to more than 3,000. Besides strengthening Luxofts expertise in the telecom industry, the acquisition brought in a customer portfolio comprising companies such as Nortel Networks, Avaya, Trapeze Networks and others. This acquisition is another step in Luxofts growth and strengthening of the companys global presence, said Dmitry Loschinin, CEO, Luxoft. The tremendous telecoms aptitude of the combined team, prominent EU location and shared commitment to engineering excellence will serve Luxoft, its customers and ITC Networks customers well for years to come. With delivery locations across EMEA, North America, Central and Eastern Europe and since last year Vietnam, Luxoft has made a conscious effort to provide worldwide its clientele an optimal mix of nearshore, offshore and onsite delivery models. For 2009, we plan to develop out two delivery centers, one in Vietnam and the other one in Romania, says Dmitry Loschinin, CEO, Luxoft. To attract the best talent, Luxoft has tied up with universities and also pays better than most of the IT companies in Eastern Europe. Recently, Luxoft joined hands with two universities in Ho Chi Minh city, Vietnam. In addition to working with universities in Vietnam, Luxoft cooperates with leading Russian and Ukrainian technical education institutions such as Moscow State University, St. Petersburg University of Information Technologies, Mechanics and Optics, National University of Ukraine (KPI), and others. It was also selected as the only CIS Company to earn the status of partner from Carnegie Mellon Universitys Software Engineering Institute. Last Year, Luxoft was also announced as the first Eastern company to be appraised at the highest process maturity level, known as Level 5, of the latest version of Capability Maturity Model Integration for Development (CMMI-DEV), a process improvement approach aimed at driving best practices in product and service. Every year Luxoft releases its predictions for the IT outsourcing industry. In Jan. 09, Luxoft released the predictions for the current year. One of the interesting ones being: Labor market conditions will improve and will go from being personnel-driven to employer-driven market. Economic downturn will improve labor markets in Russia and Ukraine (as well as in other Eastern European countries). Economic pressure in 2009 will result in a larger quantity of skilled IT personnel. Another fact that the report stated is that Some of the promising areas for outsourcing in 2009 are e-commerce, wireless and mobile technologies. The results for current financial year that ends in April 2009 are yet to be released. So Luxoft revealed that based on the estimates from H2 08, they are expecting that the revenue will stay the same for Dmitry Loschinin, CEO, the rest of the period with a small growth Luxoft of 2 to 3 percent. GS

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By Namita Goel

Top 10 Service Providers: Eastern Europe1 2 3 4 5 6 7 8 9 10 Luxoft EPAM Systems Exigen Services IBA Group Reksoft Mera Networks SoftServe DataArt Itransition Group Auriga


S T A T SCEO: Dmitry Loschinin Skill set (top 3): Application maintenance and development, engineering services, outsourced product development Verticals (top 3 by revenue): Aerospace, Automotive, BFSI Customers: AirData, Caterpillar, Boeing, Deutsche Bank, UBS Delivery Centers (top 5): Russia, Ukraine, Romania, Vietnam, Canada Employees: 3,105 Revenue (est. 2008): $106 million Year founded: 2000 Website: www.luxoft.comsource: Global services

Luxoft continues to expand in Eastern Europe with plans to further develop its center in Romania


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Special Report Leader in Latin America

neorisTop 10 Service Providers: Latin America1 2 3 4 5 6 7 8 9 10 Neoris Politec Global IT Services Hildebrando Sonda Quintec Soluciones Informaticas Synapsis Globant Grupo ASSA Grupo Prominente TNX

By Namita GoelEven under the current market circumstances we were able to achieve good results in terms of revenue and also in cost reduction. This allowed us to uphold our financial commitments to our shareholders, which will be essential to continue our expansion in the U.S. and European markets, said Claudio Muruzabal, CEO of Neoris, when the in Jan. 09 Neoris witnessed a growth of more than 25 percent in the revenues coming from international business. Apart from spreading its wings across Latin America, Neoris has recently enjoyed another geographical expansion by establishing new operations in the Andean Region and in the Middle East. And a year ago Neoris had acquired a Colombian SAP integrator and last April opened offices in Dubai.However, we have parked all the expansion plans for H1 09, says Doug Gattuso, VP and Managing Director, Neoris. So instead Neoris will continue to develop its recently started centers in low cost areas such as Culiacan (Mexico), San Nicolas, Rosario and Rojas (Argentina) and Sao Paulo (Brazil). For example, in Mexico and Argentina, they will increase APO and ABAP capabilities and in Brazil Neoris is planning to increase SAP MII capabilities. Our investments in the new delivery centers are mostly consisting of hiring and training for current and new service expansion. Part of this investment is also related to infrastructure improvements, says Gattuso. Revealing the impact of H2 08 on the companys profits, Neoris focused on the nearshore outsourcing strategy that had helped in scaling its operations in the U.S., Europe and the Middle East while maintaining its leadership in Latin America. Past September, Neoris hired Doug Gattuso as head of North America to handle the nearshore operations. As a part of its global service delivery model, Neoris has numerous solution centers that are located strategically to assist the customers located across the globe that proves to be cost-effective. Neoris is also working toward enhancing its onsite capabilities as the company is a neighbor to the U.S. so it wont cost much and at the same time it would result in a high price value quotient. In the last one year, Neoris has considerably enhanced its BPO activities in to the HR outsourcing, finance and accounting outsourcing and procurement processes. For instance, for its client Cemex, Neoris has served as the IT-management function throughout the implantation of common systems in all EMEA country operations, promoted these applications to production, located and opened a data center in Eastern Europe (Budapest) and developed all of the run and maintain processes for the applications, network and hardware infrastructure to support ongoing operations. The attrition rate at Neoris has been quite stable for the last two years. This is partly due to the market conditions and Claudio Muruzabal, CEO partly as a result of labor market stability in Neoris the geographic areas of operation. GS


S T A T SCEO: Claudio Muruzabal Skill set (top 3): Application maintenance and development, application integration, outsourced product development Verticals (top 3 by revenue): BFSI, manufacturing, health care Customers: CEMEX, Lowes, Master Card, First Data, Eurofarma Delivery centers (top 5): Mexico, Argentina, Hungary, U.S., Middle East Employees: 3,200 Revenues (est. 2008): $350 million Year founded: 2000 Website: www.neoris.comsource: Global services

Neoris plans to continue to develop its recently started centers in lowcost areas such as Culiacan (Mexico), San Nicolas, Rosario and Rojas (Argentina) and Sao Paulo (Brazil)


22


Special Report Leader, Human Capital Development

hCl TeChnoloGiesn the midst of recession when news about layoffs doesnt shock any more, HCL has won the award for developing human capital. It is its Employee First philosophy, which placed it on top this year right from the fifth position last year. Under the Employee First philosophy, employee councils brainstormed, designed and rolled out programs along six themes talent, grey cells, community service, sports, wellness and women. These programs ranging from work-life balance programs to go green kept the employees active and motivated. Our women first program also created a sensitive culture and gave women wings to fly high. We offered programs on safety/security, flexi policies, maternity and lifestyle, says Vineet Nayar, CEO, HCL Technologies. With the total of 52,957 employees all over the world, HCL is planning to expand its functions and open more delivery centers in Brazil and North Carolina in the Spring/Summer of 2009. It was a challenge for the company to manage attrition in 2008. Through our Employee First philosophy, which is based on the premise that delighted employees create delighted customers and thereby sustain business success (internally and externally), we provided HCL-ite not just a job, but also a career. It created a critical difference in choosing between two opportunities. Initiatives such as Career Power and iLearn also leveraged increasing employee engagement thereby reducing attrition, he adds. iLearn, HCLs learning-management system, is a Web-based distributed application that facilitates managing the development and performance of people within an organization. HCLs other human-development policies also gave HCL-ites extra reason to smile. Consistently high performing employees (outstanding in two years) were recognized under the O2 League. There were dedicated engagement programs customized to this group of consistent top performers. Its one-stop portal, Career Power, empowered employees to manage their careers effectively in HCL in a structured manner by creating transparency and visibility. It also provided a number of key career resources like career counselors, reflective instruments, career development action plan, and such. Through this program, employees learned about career landscapes, heightened self-awareness through reflective exercises, and harvested a career goal. For employees, it was a self-propelled and enduring career management and development engine that put them in the drivers seat to navigate their careers in HCL and had an enriching and fulfilling career experience in HCL and for HCL. It is such a powerful platform that seeks to bring about the best match between business requirements/opportunities available with the career goals/ future aspirations of Vineet Nayar, CEO, the employee, thus taking it closer to being HCL Technologies an Employer of Choice, he adds. GS

I

By pratiBha verma

Top 10 Services Providers: Human Capital Development1. 2. 3. 4. 5. 6. 7. 8. 9. 10. HCL Technologies Infosys Technologies MphasiS India Genpact Tata Consultancy Services Computer Sciences Corporation (CSC) Exigen Capgemini EPAM Systems Neusoft


S T A T SCEO: Vineet Nayar Skill set (top 3): Software-led IT solutions, remote infrastructure management, engineering and R&D services Verticals: Aerospace and Defense, Automotive, Financial Services, Government, Energy & Utilities, Hitech &Manufacturing, Life Sciences & Healthcare, Media & Entertainment, Retail & CPG, Telecom, Travel, Transportation & Logistics Customers: Deutsche Bank, Microsoft, Xerox, Cisco Delivery Centers (top 5): India, U.S., U.K., ANZ, Northern Ireland Employees: 52, 957 Revenue (est. 2008): $2,000 million Year founded: 1999 (IPO launch) Website: www.hcltech.comsource: Global services

We provided HCL-ite not just a job, but also a career. It created a critical difference in choosing between two opportunities


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Special Report

The 2008 Global Services 100 CompaniesCompany24/7 Customer Aditi Technologies Affiliated Computer Services (ACS) AppLabs Augmentum Auriga Aztecsoft Beyondsoft Group Birlasoft Cambridge Solutions Capgemini CGI Group Compass BPO CompuPacific International Computer Sciences Corporation (CSC) CPM Braxis DarwinSuzsoft (Dextrys) DataArt DBA e4e ea Consulting Asia Pacific EDS EPAM Systems eTelecare Global Solutions Exigen Services Exl Service First Consulting Group Firstsource Solutions Freeborders GeBBS Genpact GlobalLogic Globant Globerian Grupo ASSA HCL Technologies Headstrong Hildebrando Services HOV Services (formerly LASON) HTC Global Services Hinduja TMT Global Solutions IBA Group IBM ICT Group iGATE Global Solutions Indecomm Global Services Infosys Technologies ITC Infotech Kompakar KPIT Cummins

CEOP. V. Kannan Pradeep Singh Lynn Blodgett Sashi Reddi Leonard Liu Alexis Sukharev Samir Bodas Ben Wang Kamal Manasharamani Christopher A. Sinclair Paul Hermelin Michael E. Roach Devesh Nayel Michael Liu Michael W. Laphen Braxis Jair Ribeiro Brian T. Keane Michael Zaitsev Danilo Meth and Paulo Velloso Somshankar Das Chin King Wong Ronald A. Rittenmeyer Arkadiy Dobkin John Harris Alec Miloslavsky Vikram Talwar Larry Ferguson Ananda Mukerji Jean Cholka Nitin Thakor Pramod Bhasin Peter Harrison Martn Migoya Naveen Trehan Roberto Wagmaister Vineet Nayar Arjun Malhotra Diego Zavala Ronald Congburn Madhava Reddy Partha De Sarkar Sergei Levteev Samuel J. Palmisano John J. Brennan Phaneesh Murthy Naresh Ponnapa S. Gopalakrishnan Sanjiv Puri Dr. Ir. Ahmad Fikri Hussein Kishor Patil

URLwww.247customer.com www.aditi.com www.acs-inc.com www.applabs.com www.augmentum.com www.auriga.com www.aztecsoft.com www.beyondsoft.com www.birlasoft.com www.cambridgeworldwide.com www.capgemini.com www.cgi.com www.compass-bpo.com www.compupacific.com www.csc.com www.cpmbraxis.com www.darwinsuzsoft.com www.dataart.com www.dba.com.br www.e4e.com www.eacap.com www.eds.com www.epam.com www.etelecare.com www.exigenservices.com www.exlservice.com www.fcg.com www.firstsource.com www.freeborders.com www.gebbs.com www.genpact.com www.globallogic.com www.globant.com www.globerian.com www.grupoassa.com www.hcltech.com www.headstrong.com www.hildebrando.com.mx www.hovservices.com www.htcinc.com www.hindujatmt.com www.iba-it-group.com www.ibm.com www.ictgroup.com www.igate.com www.indecommglobal.com www.infosys.com www.itcinfotech.com www.kompakar.com www.kpitcummins.com


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Special Report

CompanyLogicaCMG Longtop Luxoft Macadamian Technologies Mastek Mera Networks Microland MindTree Consulting Nagarro NCO Group Neoris Ness Technologies Neusoft Group NIIT Technologies Ocwen Financial Corporation Omnitech InfoSolutions Outsource Partners International Patni Computers Perot Systems Polaris Software Lab Politec PremierBPO QuEST Reksoft Sapient Satyam Computer Services Scicom SECOVA eSERVICES Sierra Atlantic Sitel SoftServe Softtek SPi Technologies Stream Sutherland Global Services Symphony Services Syntel Tata Consultancy Services (TCS) Tech Mahindra Teledirect TELUS International Unisys Vantage Point Consulting Vanceinfo Technologies vCustomer Vengroff, Williams & Associates Virtusa Wipro Technologies WNS Zensar Technologies

CEOAndy Green Eric Liang Dmitry A. Loschinin Frdric Boulanger Sudhakar Ram Marc Granic Pradeep Kar Ashok Soota Vikas Sehgal Mike Barrist Claudio Muruzabal Sachi Gerlitz Dr. Liu Jiren Arvind Thakur William Erbey Atul Hemani Clarence T. Schmitz N.K. Patni Peter Atlabef Arun Jain Hlio Santos Oliveira Mark Briggs Ajit A. Prabhu Alexander Egorov Alan Herrick Ramalinga Raju Leo Ariyanayakam Venkat Tadanki Raju Reddy David Garner Taras Kytsmey Blanca Trevino Peter D. Maquera Toni Portmann Dilip R. Vellodi Gordon Brooks Bharat Desai S. Ramadorai Vineet Nayyar Laurent Junique Eng Boon Lau Joseph W. McGrath Rahim Osman Chris Chen Sanjay Kumar Mark Vengroff Kris Canekeratne Azim H. Premji Neeraj Bhargava Ganesh Natarajan

URLwww.logicacmg.com www.longtopinternational.com www.luxoft.com www.macadamian.com www.mastek.com www.meranetworks.com www.microland.com www.mindtree.com www.nagarro.com www.ncogroup.com www.neoris.com www.ness.com www.neusoft.com www.niit-tech.com www.ocwenbusiness.com www.omnitechindia.com www.opiglobal.com www.patni.com www.perotsystems.com www.polaris-america.com www.politec.com www.premierbpo.com www.quest-global.com www.reksoft.com www.sapient.com www.satyam.com www.scicom-intl.com www.secova.com www.SierraAtlantic.com www.sitel.com www.softservecom.com www.softtek.com www.spi-bpo.com www.stream.com www.suth.com www.symphonyservices.com www.syntelinc.com www.tcs.com www.techmahindra.com www.teledirect.com.sg www.TELUSInternational.com www.unisys.com www.vpcasia.com www.vanceinfo.com www.vcustomer.com www.vwainc.com www.virtusa.com www.wipro.com www.wnsgs.com www.zensar.comSource: Global Services and neoIT, 2008 Global Services 100 Study The list has been arranged in alphabetical order.

Note: Some companies such as Accenture and Cognizant would have made it to the Global Services 100 list, but they did not respond to our survey.


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Special Report

The 2007 Global Services 100 CompaniesCompany24/7 Customer Accenture Affiliated Computer Services (ACS) Augmentum Auriga Bleum Caliber Point Cambridge Solutions Capgemini CGI Group ClientLogic Cognizant Technology Solutions Convergys Covansys CPM Darwin Suzsoft DataArt DBA Dextra Technologies e4e ea Consulting EDS EPAM Systems Etech Exl Service FCG Software Services Freeborders Genpact Globant HCL Technologies Headstrong Hispanic Teleservices HTC Global Services Hinduja TMT Global Solutions I.T. United IBA Group IBM ICT Group i-flex solutions Infinite Computer Solutions Informatica Integral Empresarial Infosys Technologies Innominds Software Intelenet Global Services Intetics ITC Infotech Kepler - Rominfo Knoah Solutions Lason Lohika Systems

CEOP. V. Kannan Bill Green Lynn Blodgett Leonard Liu Alexis Sukharev Eric Rongley Ashok Bildikar Chris Sinclair Paul Hermelin Michael E. Roach David Garner Francisco DSouza James F. Orr Rajendra B. Vattikuti Antonio Carlos Rego Gil Dan Ross Michael Zaitsev Danilo Meth Daniel Chavez Somshankar Das Chin King Wong Michael H. Jordan Arkadiy Dobkin Dilip Barot Vikram Talwar Subramaniam Ramachandran John Cestar Pramod Bhasin Martin Migoya Shiv Nadar Arjun Malhotra Alberto Fernandez Madhava Reddy Partha D Sarkar Cyrill Eltschinger Sergei Levteev Samuel J. Palmisano John J. Brennan Deepak Ghaisas Upinder Zutshi Antonio Velasco Nandan M Nilekani Rao Vemula Susir Kumar Boris Kontsevoi Sanjiv Puri Petrisor Guta Myneni Ronald D. Risher Daniel Dargham

URLwww.247customer.com www.accenture.com www.acs-inc.com www.augmentum.com www.auriga.com www.bleum.com www.caliberpoint.com www.cambridgeworldwide.com www.capgemini.com www.cgi.com www.clientlogic.com www.cognizant.com www.convergys.com www.covansys.com www.cpminternational.com www.darwinsuzsoft.com www.dataart.com www.dba.com.br www.dextratech.com www.e4e.com www.eacap.com www.eds.com www.epam.com www.etechinc.com www.exlservice.com www.fcg.com www.freeborders.com www.genpact.com www.globant.com www.hcltech.com www.headstrong.com www.htc.to www.htcinc.com www.hindujatmt.com www.ituc.com www.iba-it-group.com www.ibm.com www.ictgroup.com www.iflexsolutions.com www.infics.com www.sinersys.com.mx www.infosys.com www.innominds.com www.intelenetglobal.com www.intetics.com www.itcinfotech.com www.kepler-rominfo.com www.knoah.com www.lason.com www.lohika.com


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Special Report

CompanyLongtop Luxoft marketRx Mastek MERA Networks Microland MindTree Consulting Mistral Software Motif MphasiS NCO Group Neoris Ness Technologies Neusoft Group NIIT SmartServe Objectiva Software Solutions Ocwen Financial OfficeTiger Outsource Partners International Patni Computer Systems Perot Systems Polaris Politec Promantra Synergy Solutions QuEST Sapient Satyam Computer Services Scicom Sierra Atlantic Sinapsis Technologies SnT Global SoftServe Softtek Sonata Software SPi Technologies StarSoft Development Labs Stream Summit HR Worldwide Sutherland Global Services Symphony Services Syntel Tata Consultancy Services (TCS) TransWorks Information Services Unisys vCustomer Vee Technologies Vsource Asia Wipro Technologies WNS Zensar Technologies

CEOEric Liang Dmitry Loschinin Jaswinder S. Chadha Sudhakar Ram Dmitry M. Ponomarev Pradeep Kar Ashok Soota Anees Ahmed John Coker Jaithirth Rao Michael Barrist Claudio Muruzabal Raviv Zoller Jiren Liu Paul Barrow Douglas Winter William C. Erbey Randolph Altschuler and Joseph Sigelman Clarence T. Schmitz N.K. Patni Peter Atlabef Arun Jain Hlio Oliveira Praveen Vadlamudi Ajit A. Prabhu Jerry Greenberg B. Rama Raju Leo Ariyanayakam Raju Reddy Gerardo Rodriguez David Wong Taras Kytsmey Blanca Trevio B. Ramaswamy Ernest Cu Nick Puntikov Toni Portmann Ranjan Sinha Dilip R. Vellodi Gordon Brooks Bharat Desai S. Ramadorai Atul Kunwar Joseph W. McGrath Sanjay Kumar Chocko Valliappa Jack Cantillon Azim H. Premji Neeraj Bhargava Ganesh Natarajan

URLwww.longtopinternational.com www.luxoft.com www.marketrx.com www.mastek.com www.meranetworks.com www.microland.com www.mindtree.com www.mistralsoftware.com www.motifinc.com www.mphasis.com www.ncogroup.com www.neoris.com www.ness.com www.neusoft.com www.niitsmartserve.com www.objectivasoftware.com www.ocwen.com www.officetiger.com www.opiglobal.com www.patni.com www.perotsystems.com www.polaris-america.com www.politec.com www.promantra.net www.quest-global.com www.sapient.com www.satyam.com www.scicom-intl.com www.SierraAtlantic.com www.sinapsis.com www.sntglobal.com www.softservecom.com www.softtek.com www.sonata-software.com www.spi-bpo.com www.starsoftlabs.com www.stream.com www.summithrww.com www.suth.com www.symphonysv.com www.syntelinc.com www.tcs.com www.transworks.com www.unisys.com www.vcustomer.com www.veetechnologies.com www.vsourceasia.com www.wipro.com www.wnsgs.com www.zensar.com

Source: Global Services and neoIT, 2007 Global Services 100 Study The list has been arranged in alphabetical order.


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Special Report

The 2006 Global Services 100 CompaniesCompany24/7 Customer Accenture Adea Solutions Aditi Technologies Affiliated Computer Services (ACS) AICOM Solutions Ajuba International Ambergris Solutions Philippines Astron Document Managment Atos Origin Auriga Aztec Software and Technology Services Bleum Blue Star Infotech Cambridge Solutions Capgemini CGI ClientLogic Cognizant Technology Solutions Computer Sciences Corporation (CSC) Covansys CPM Crimsonwing DBA Engenharia de Sistemas ea Consulting EDS EPAM Systems eTelecare Global Solutions Exl Service Freeborders Genpact Globant GTL HCL Technologies Headstrong Hewitt Associates Hewlett Packard Hexaware/Caliber Point Business Solutions Hinduja TMT Global Solutions Hispanic Teleservices HTC Global Services I. T. UNITED IBA Group IBM (Daksh) ICICI OneSource ICT Group i-flex Solutions Induslogic Infinite Computer Solutions Infosys (Progeon)

Headquarters (City, State, Country)Los Gatos, CA, U.S.A. New York, NY, U.S.A. Irving, TX, U.S.A. Bangalore, Karnataka, India Dallas, TX, U.S.A. Toronto, Ontario, Canada Novi, MI, USA Pasig City, Philippines Leicester, U.K. Paris, France Amherst, NH, U.S.A. Bangalore, Karnataka, India Shanghai, China Mumbai, Maharashtra, India Greenwich, CT, U.S.A. Paris, France Montreal, Quebec, Canada Nashville, TN, U.S.A. Teaneck, NJ, U.S.A. El Segundo, CA, U.S.A. Farmington Hills, MI, U.S.A. Sao Paulo, Brazil Surrey, U.K. Rio de Janeiro, Brazil Kuala Lumpur, Wilayah Persekutuan, Malaysia Plano, TX, U.S.A. Lawrenceville, NJ, U.S.A. Monrovia, CA, U.S.A. New York, NY, U.S.A. San Francisco, CA, U.S.A. Gurgaon, Haryana, India Buenos Aires, Argentina Mumbai, Maharashtra, India Noida, Uttar Pradesh, India Fairfax, VA, U.S.A. Lincolnshire, IL, U.S.A. Palo Alto, CA, U.S.A. Chennai, Tamil Nadu, India Mumbai, Maharashtra, India Houston, TX, U.S.A. Troy, MI, U.S.A. Beijing, China Prague Czech, Republic Armonk, NY, U.S.A. Mumbai, Maharashtra, India Newton, PA, U.S.A. Mumbai, Maharashtra, India Vienna, VA, U.S.A. Bangalore, Karnataka, India Bangalore, Karnataka, India

URLwww.247customer.com www.accenture.com www.adeasolutions.com www.aditi.comm www.acs-inc.com www.aicomsolutions.com www.ajubanet.net www.ambergrissolutions.com www.astron.co.uk www.atosorigin.com www.auriga.com www.aztecsoft.com www.bleum.com www.bsil.com www.cambridgesolutionsltd.com www.capgemini.com www.cgi.com www.clientlogic.com www.cognizant.com www.csc.com www.covansys.com www.cpminternational.com www.crimsonwing.com www.dba.com.br www.eacap.com www.eds.com www.epam.com www.etelecare.com www.exlservice.com www.freeborders.com www.genpact.com www.globant.com www.gtllimited.com www.hcltech.com www.headstrong.com www.hewitt.com www.hp.com www.hexaware.com www.hindujatmt.com www.htc.to www.htcinc.com www.ituc.com www.iba-it-group.com www.ibm.com www.icicionesource.com www.ictgroup.com www.iflexsolutions.com www.induslogic.com www.infics.com www.infy.com


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CompanyInnominds Software Integreon Managed Solutions ITC Infotech India Kanbay International Keane KMG Infotech Knoah Solutions Kompakar LanceSoft India Larsen & Toubro Infotech Lohika LUXOFT MindTree Consulting Motif MphasiS Ness Technologies Neusoft Group NIIT SmartServe Objectiva Software Solutions OfficeTiger Database Systems Patni Computer Systems PeopleSupport Perot Systems Pinkerton Computer Consultants Polaris Software Lab Promantra Synergy Solutions RCG Information Technology Reksoft Sapura Technology Berhad Satyam Computer Services Scicom Sierra Atlantic Sinapsis Technologies Softtek SPI Technologies Stream Summit HR Worldwide Sutherland Global Services Symphony Services Tata Consultancy Services (TCS) TechTeam Global Unisys vCustomer Vee Technologies Virtusa Vsource Asia Wipro WNS Global Services Worksoft Creative Software Technology Zensar Technologies

Headquarters (City, State, Country)

URL

Santa Clara, CA, U.S.A. www.innominds.com New York, NY, U.S.A. www.integreon.com Bangalore, Karnataka, India www.itcinfotech.com Rosemont, IL, U.S.A. www.kanbay.com Boston, MA, USA www.keane.com Bangalore, Karnataka, India www.kmgin.com San Rafael, CA, U.S.A. www.knoah.co Mont Kiara, Kuala Lumpur, Malaysia www.kompakar.com Reston, VA, U.S.A. www.lancesoft.com Mumbai, Maharashtra, India www.lntinfotech.com San Mateo, CA, U.S.A. www.lohika.com Moscow, Russian Federation www.luxoft.com Bangalore, Karnataka, India www.mindtree.com Ahmedabad, Gujarat, India www.motifinc.com New York, NY, U.S.A. www.mphasis.com Tel Aviv, Israel www.ness.com Shenyang, Liaoning P.R., China www.neusoft.com Gurgaon, Haryana, India www.niit.com Carlsbad, CA, U.S.A. www.objectivasoftware.com New York, NY, U.S.A. www.officetiger.com Cambridge, MA, U.S.A. www.patni.com Los Angeles, CA, U.S.A. www.peoplesupport.com Plano, TX, U.S.A. www.perotsystems.com Trevose, PA, U.S.A. www.pcci.com Chennai, Tamil Nadu, India www.polaris.co.in Hyderabad, Andhra Pradesh, India www.promantra.net Edison, NJ, U.S.A. www.rcgit.com St. Petersburg, Russian Federation www.reksoft.com Kuala Lumpur, Wilayah Persekutuan, Malaysia www.sapura.com.my Secunderabad, Andhra Pradesh, India www.satyam.com Kuala Lumpur, Malaysia www.scicom-intl.com Fremont, CA, U.S.A. www.sierraatlantic.com Mexico Mexico City, Federal District, Mexico www.sinapsis.com Monterrey, Nuevo Leon, Mexico www.softtek.com Manila, Philippines www.spitech.com Richardson, TX, U.S.A. www.stream.com San Jose, CA, U.S.A. www.summithrww.com Pittsford, NY, U.S.A. www.suth.com Palo Alto, CA, U.S.A. www.symphonysv.com Mumbai, Maharashtra, India www.tcs.com Southfield, MI, U.S.A. www.techteam.com Blue Bell, PA, U.S.A. www.unisys.com Kirkland, WA, U.S.A. www.vcustomer.com Bangalore, Karnataka, India www.veetechnologies.com Westborough, MA, U.S.A. www.virtusa.com Kuala Lumpur, Wilayah Persekutuan, Malaysia www.vsourceasia.com Bangalore, Karnataka, India www.wipro.com Mumbai, Maharashtra, India www.wnsgs.com Beijing, China www.worksoft.com.cn Pune, Maharashtra, India www.zensar.comSource: Global Services and neoIT, 2006 Global Services 100 Study The list has been arranged in alphabetical order.


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Global Services MediaEstablished in February 2006, Global Services focuses on bringing high-quality content to its audience. Our credible content comes from a network of highly experienced trade writers and industry insiders. Global Services is a media platform with a portfolio that includes Website, events, newsletters, microsites, OSourceBook and customized solutions. Our audience consists of corporate professionals engaged in the sourcing and management of business and technology services. COrpOratE Shyam Malhotra, Director, CyberMedia E. abraham Mathew, president, CyberMedia EDitOrial tEaM

We are proud to have retained our position as the Best Performing BPO Provider, and are delighted to have also been named the Best Performing FAO firm this year. Our process expertise in delivering end-to-end services across a breadth of industries and operational excellence driven by our Six Sigma, Lean and Re-engineering capabilities have allowed us to stand out in this tough environment, said Mr. Pramod Bhasin, President & CEO of Genpact. We thank Global Services, neoIT, our customers and employees for this important recognition. - Pramod Bhasin, CEO, Genpact It is a great honor for Neusoft to stay No. 1 in Leaders of Emerging Asian Markets in the three successive years. I think it is the recognition for the achievements we obtained in the past year in business growth, company management, delivery capability and HR development. This also helped us to learn more about the structure and the trend of the whole industry, and we also learned some good experiences from our peers. We will continue our efforts to further build our capabilities of global delivery which focusing on customer demands. - Dr. Jiren Liu, CEO, Neusoft Symphony believes that surveys like the Global Services 100 are very important resources to help companies evaluate their choices of outsourcing partners. Further we believe that the finer segmentation of categories that was introduced this year is very important to help educate and differentiate between different vendors based on unique skill sets. From a marketing perspective, Symphony derives great value from the GS 100 awards, regularly using the accolades in sales dialogue. - Gordon Brooks, CEO, Symphony Services As a leading provider in our industry, it is critical for us to remain in the forefront of industry activity. Results of surveys such as this are one way in which we remain apprised of key industry events, challenges, activities, trends, etc. Surveys, combined with reports from analysts or other industry influencers, media coverage, industry groups/associations and direct client feedback, all help provide significant industry intelligence and help us align our service strategy to best meet the needs of the market. - David Garner, CEO, Sitel Worldwide Useful, but quite honestly, we march to the beat of our customers drum, so that is what we are most interested in. - Vineet Nayar, CEO, HCL Technologies We think these kinds of surveys are very important for understanding some of the key trends which are not captured in the direct relationship with the clients. They are also useful for exploring the viewpoints surrounding different issues and generating ideas for better services and solutions. - Doug Gattuso, VP, Managing Director of Neoris North American Business Operation Very useful. These type of surveys represent industrys pulse point, providing an up-to-date overview of the industry, articulating latest trends and conditions. In addition, they provide a great benchmarking opportunity for all the service providers. - Dmitry Loschinin, CEO & President, Luxoft While TCS continues to gauge the market, such surveys provide further market information and perspectives to TCS. These surveys also help provide the market perception about TCS on a global platform. - S. Ramadorai, CEO, TCS

Ed Nair, Editor ed@cybermedia.co.in Namita Goel, assistant Editor namitag@cybermedia.co.in Imrana Khan, Sr. Correspondent imranak@cybermedia.co.in Pratibha Varma, Sr. Correspondent pratibhav@cybermedia.co.inSaleS and MaRketing teaM Satish Gupta, General Manager Sales and Marketing, satishg@cybermedia.co.in Arun M., product Manager arunm@cybermedia.co.in Gunjan Sharma, assistant Manager-Sales gunjans@cybermedia.co.in Office Cyber Media (india) ltd. Cyber House B-35, Sec-32, institutional area Gurgaon, Haryana 122 002, india tel: +91 124 403 1234


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Weathering Downturn - Global Services

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