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Page 1: Weathering Downturn - Global Services

globalservicesmedia.com

y tThe gatewa o the global sourcing of IT and BPO services

THE BEST

Global Service ProviderS

001Best 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

Special Report

Page 2: Weathering Downturn - Global Services

2009-GlobalServices 100 www.globalservicesmedia.com2

Weathering a Downturn

The Global ServiceS 100

By Ed Nair, GloBal SErvicES aNd SumEEt SalwaN, Neoit

Special Report 4

Best Performing Infrastructure Services Provider

Best Performing Outsourced Product Development (ODP) Company

Best Performing HRO Services Provider

Leader, Latin America

Leader, Human Capital Development

Best Performing Contact Center

Leader, Asian

Leader, Eastern Europe

Best Performing BPO & FAO Service Provider

Best Performing IT Service Provider

AffiliAted Computer ServiCeS

Symphony ServiCeS

ConvergySneoriS

hCl teChnologieS

Sitel WorldWide

neuSoft

luxoftgenpACt

tAtA ConSultAnCy ServiCeS (tCS)

15

16

18 22

23 19

20

21 17

14

Editor’s Note .....................................................................3

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

S. Ramadorai, CEO

Lynn Blodgett, CEO

Gordon Brooks, CEO

Pramod Bhasin, CEO

David F. Dougherty, CEO

The gateway to the global sourcing of IT and BPO services

Content

David Garner, CEO

Dr. Jiren Liu, CEO

Dmitry Loschinin, CEO

Claudio Muruzabal, CEO

Vineet Nayar, CEO

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2009-GlobalServices 100www.globalservicesmedia.com 3

EDITOR’S NOTE

The 2009 Global ServiceS 100

That many of the turbulent events in global economy unfold-ed in 2008 made this year’s 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 quar-ter 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 dur-ing 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 Servic-es 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 geogra-phies; 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 year’s 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

ED [email protected]

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2009-GlobalServices 100 www.globalservicesmedia.com4

Special Report

1Best 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

THE BEST

The celebration goes on with

GloBal SErvicE ProvidErS

Weathering a Downturn

The Global ServiceS 100

Page 5: Weathering Downturn - Global Services

2009-GlobalServices 100www.globalservicesmedia.com 5

Special Report

1Best 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

THE BEST

The celebration goes on with

GloBal SErvicE ProvidErS

Weathering a Downturn

The Global ServiceS 100

Page 6: Weathering Downturn - Global Services

2009-GlobalServices 100 www.globalservicesmedia.com6

Special Report

The Global Influence and SpreadU.S. and India lead the distribution of the Global Ser-

vices 100 companies in terms of where they are headquar-tered: 44 companies in the U.S. and 31 in India, account-ing 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 Eu-rope, China or Latin America in that they have strong de-livery 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 num-bers, 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

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

24

3144

514

Western Europe

IndiaU.S.

Latin AmericaAsia (excluding India)

Eastern Europe

Global Services 100Distribution (%)

Corporate Customer Locations (%)

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

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

Africa 18

42Australia

54Canada

27China

52India

84Western Europe/UK

32Eastern Europe

29South America/Mexico

95United States

8Middle East

18APAC (Other than India & China)

36Japan

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 findings

By Ed Nair, GloBal SErvicES, aNd SumEEt SalwaN, Neoit

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Special Report

the 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 po-tential and uptake for IT services and BPO in domes-tic 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 cur-rency 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 com-panies 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 distrib-uted delivery model adopted by the 2009 Global Services 100 companies.

Service-mix and Client-mixWithin IT services, application development and main-tenance 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 solu-tion 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 con-tinue 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 contin-ues undisturbed since the last three years. In fact, in some cases, the trend has intensified. Seventy one per-cent of the companies in 2008 had more than 50 per-cent 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

Global Services 100 Providers’ Reach (%)

APAC

Australia16

China

India

Indonesia

Japan

Malaysia

Philippines

Singapore

Sri Lanka

Vietnam

26

56

3

10

12

17

22

3

3

Belarus

Bulgaria

Czech Republic

Hungary

Poland

Romania

Russia

Slovakia

Ukraine

3

3

5

6

7

5

9

3

6

Egypt

South Africa

2

6

U.S.

Canada

66

24

Argentina

Brazil

Chile

Costa Rica

Mexico

12

11

10

3

16

Germany

Northern Ireland

U.K.

Ireland

21

3

36

8

East

ern

Euro

peEM

EANo

rth

Amer

ica

Latin

Am

eric

aW

este

rn E

urop

e

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

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Special Report

We acquired a service provider 30

4We merged with a service provider

11We acquired a consulting firm

1We were acquired by a service provider, private equity or consulting firm

12We received an investment by a private equity or venture capital firm

10We spun off a new company

~0We launched an initial public offering (went public)

61

% of BPO service offered by providers

Providers’ critical business concerns (%)

M&As in the last 12 months (%)

F&A 30

20

35

16

26

21

HR

Customer care

Procurement

Research

Others

Ability to scale operations 37

40

14

12

38

68

14

31

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

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

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

% of IT services offered by providers

ADM (93) 61

40Package implementation (61)

22Engg. Services (46)

26OPD (40)

35Infra (53)

28Other IT (43)Source: Global Services and neoIT, 2009 Global Services 100 Study

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

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Special Report

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 compa-nies.

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 struc-ture of many non-U.S. companies. Currency fluctua-tions have been severe enough to adversely affect the fi-nancial 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 mil-lion 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 mil-lion 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 IT-services companies like Infosys BPO. GS

With additional input from Govind Maheshwari, neoIT

and Namita Goel, Global Services.

Customers seeking bundled IT and BPO services (%)

Revenue from small, mid and large customers (%)

2008

2007

2006

2008

2007

2006

2008

2007

2006

Small

Mid

Large

69 31 11 8 3

31 9 11 4

34 11 10 5

71

59

80 to 10050 to 8030 to 5010 to 300 to 10

29 53 19 16 1

33

35

48 24 12 1

48 19 14

14 19 16 41

18

21

16 12 46

16 13 39

30

27

28

Yes, more thanthe last year

Yes, same as the last year

Does notapply to us

No

61

21

12

32

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

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

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Special Report

Hundreds of global IT and BPO service

providers were invited to participate

in this year’s Global Services 100

survey. As was expected, the response this

year again was overwhelming. Service pro-

viders from 19 countries, with delivery cen-

ters across 31 countries, comprised the list

of participants.

Functionally, these providers cover a

range of services across IT services includ-

ing 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 methodol-

ogy which we have consistently im-

proved upon over the last few years.

Broadly, we evaluated responses on four pa-

rameters:

• 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, de-

livery capability, quality initiatives, indus-

try verticals covered, and such)

• Employee Factors (attrition, training initia-

tives, investment in employee retention,

and such)

A weighted scoring scheme was used to

rate each question. For each category, dif-

ferent weights were assigned to bring out

specific supplier strengths and capabili-

ties 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 provid-

ers (global, niche or

regional) were given a level

playing field. For a revenue based

question, for example, if the scor-

ing 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 re-

ceived. 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 incom-

plete information. Capgemini, for example,

is one company that would have certainly

qualified in the “Top 10 IT Services” provid-

ers 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 year’s survey. Finally, Satyam has been

excluded from this year’s list, as a result of

the recent accounting fraud. GS

GS 100 Methodology

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2009-GlobalServices 100www.globalservicesmedia.com 11

Special Report

2009

anopportunity

for 2009Global Services 100

companiesGlobal Services offers an opportunity to all 2009 Global Services 100 companies to highlight their key offerings in a special showcase. The Showcase will provide a platform to the enlisted companies to exhibit their excellence in the way they run operations, address client needs, manage client relationships and human capital.

Partnership Options

n Category Sponsorship

n New Entarants Showcase

n Winners Arcade

n Exclusive Communication Campaign

n Custom Program

For more details, contact Satish Gupta [email protected]

GLOBAL SERVICES

SHOWCASE100100

POWER YOUR BRAND

Page 12: Weathering Downturn - Global Services

2009-GlobalServices 100 www.globalservicesmedia.com12

The 2009 Global Services 100 CompaniesCompany CEO URL

24/7 Customer P. V. Kannan www.247customer.com

Achievo Robert P. Lee www.achievo.com

Affiliated Computer Services (ACS) Lynn Blodgett www.acs-inc.com

Aditya Birla Minacs Worldwide Deepak J. Patel www.minacs.adityabirla.com

AppLabs Makarand Teje www.applabs.com

Aricent Sudip Nandy www.aricent.com

Beyondsoft Group Ben Wang www.beyondsoft.com

Birlasoft J. Ramachandran www.birlasoft.com

BlueAlly Vijay Tanamala www.blueally.com

Cambridge Solutions Christopher Sinclair www.cambridgeworldwide.com

Capgemini Paul Hermelin www.capgemini.com

CGI Group Michael E. Roach www.cgi.com

Collabera Hiten Patel www.collabera.com

Computer Sciences Corporation (CSC) Michael W. Laphen www.csc.com

Convergys David F. Dougherty www.convergys.com

Corbus Rajesh K. Soin www.corbus.com

Cybage Software Arun Nathani www.cybage.com

e4e Somshankar Das www.e4e.com

EA Consulting Chin King Wong www.ea-inc.com

EPAM Systems Arkadiy Dobkin www.epam.com

ePerformax Contact Centers & BPO Teresa Hartsaw www.eperformax.com

Etech Matt Rocco www.etechinc.com

eTelecare Global Solutions John Harris www.etelecare.com

Exigen Services Alec Miloslavsky www.exigenservices.com

Exl Service Rohit Kapoor www.exlservice.com

Firstsource Ananda Mukerji www.firstsource.com

Genpact Pramod Bhasin www.genpact.com

Globerian Naveen Trehan www.globerian.com

GlobalLogic Peter Harrison www.globallogic.com

Grupo ASSA Roberto Wagmaister www.grupoassa.com

HCL Technologies Vineet Nayar www.hcltech.com

Headstrong Arjun Malhotra www.headstrong.com

HeroITES David Turner www.heroites.com

Hexaware Technologies P. Chandrasekar www.hexaware.com

Hildebrando Diego Zavala www.hildebrando.com

hiSoft Technology International Loh Tiakkoon www.hisoft.com

HOV Services Suresh Yannamani www.hovservices.com

HTC Global Services Madhava Reddy www.htcinc.com

Hinduja TMT Global Solutions Partha De Sarkar www.htmtglobal.com

IBA Group Sergei Levteev www.iba-it-group.com

ICT Group John J. Brennan www.ictgroup.com

iGATE Phaneesh Murthy www.igate.com

Indecomm Global Services Naresh Ponnapa www.indecommglobal.com

Infogain Kapil Nanda www.infogain.com

Infosys Technologies S. Gopalakrishnan www.infosys.com

Innodata Isogen Jack S. Abuhoff www.innodata-isogen.com

Insigma Technology Shi Lie www.insigma.com.cn

Intelenet Global Services Susir Kumar www.intelenetglobal.com

InterGlobe Technologies Vipul Doshi www.igt.in

Intetics Boris Kontsevoi www.intetics.com

Special Report

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Company CEO URL

ITC Infotech India Sanjiv Puri www.itcinfotech.com

Itransition Group Sergey Gvardeitsev www.itransition.com

Kompakar Dr. Ir. Ahmad Fikri Hussein www.kompakar.com

KPIT Cummins Infosystems Kishor Patil www.kpitcummins.com

Larsen & Toubro Infotech Sudip Banerjee www.lntinfotech.com

Lionbridge Technologies Rory Cowan www.lionbridge.com

Luxoft Dmitry Loschinin www.luxoft.com

Mascon Global Sandy Chandra www.mgl.com

Mastek Sudhakar Ram www.mastek.com

Mera Networks Dmitry Ponomarev www.meranetworks.com

Microland Pradeep Kar www.microland.com

Mindteck Pankaj Agarwal www.mindteck.com

MindTree Consulting Ashok Soota www.mindtree.com

MphasiS Jeya Kumar www.MphasiS.com

NCO Group Michael Barrist www.ncogroup.com

Neilsoft Ketan Bakshi www.neilsoft.com

Neoris Claudio Muruzábal www.neoris.com

Ness Technologies Sachi Gerlitz www.ness.com

Neusoft Dr. Jiren Liu www.neusoft.com

NIIT Technologies Arvind Thakur www.niit-tech.com

Ocwen Financial William C. Erbey www.ocwen.com

Outsource Partners International (OPI) Clarence T. Schmitz www.opiglobal.com

Patni Computer Systems Narendra K. Patni www.patni.com

Polaris Software Lab Arun Jain www.polaris.co.in

Politec Global IT Services Helio Oliveira www.politec.com

QuEST Ajit A. Prabhu www.quest-global.com

Quintec Soluciones Cristábal Vergara www.quintec.cl

RCG Information Technology Robert Simplot www.rcgit.com

Reksoft Alexander Egorov www.reksoft.com

SafeSoft International Brian You www.safesoftinc.com

Scicom Leo Ariyanayakam www.scicom-intl.com

Sitel David Garner www.sitel.com

SONDA Raúl Véjar Olea www.sonda.com

SPi Technologies Peter Maquera www.spi-bpo.com

Stream Global Services R. Scott Murray www.stream.com

Sutherland Global Services Dilip R. Vellodi www.suth.com

Symphony BPO Solutions Jack Cantillon www.symphony.com.my

Symphony Services Gordon Brooks www.symphonysv.com

Synapsis Leonardo Covalschi www.synapsis-it.com

Syntel Bharat Desai www.syntelinc.com

Tata Consultancy Services (TCS) S. Ramadorai www.tcs.com

Teledirect Laurent Junique www.teledirect.com.sg

TELUS International Jeff Pruitt www.TELUSInternational.com

Unisys J. Edward Coleman www.unisys.com

UST Global Sajan Pillai www.ust-global.com

VanceInfo Technologies Chris Chen www.vanceinfo.com

vCustomer Sanjay Kumar www.vcustomer.com

Virtusa Kris Canekeratne www.virtusa.com

Wipro Technologies Suresh Vaswani and Girish Paranjpe www.wipro.com

WNS Global Services Neeraj Bhargava 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

information required by us in the survey. Hence, they don’t feature in this list. Source: Global Services and neoIT, 2009 Global Services 100 Study

The list has been arranged in alphabetical order.

Special Report

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S TT SA

Best Performing IT Service Provider

CEO: S. Ramadorai

Skill set (top 3): Application mainte-

nance and development, infrastructure

services, engineering services

Verticals (top 3 by revenue): Aviation,

automotive, BFSI, telecom, healthcare,

transportation

Customers: Ducati, Merrill, Qantas, Min-

istry 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.com

Top 10 Service Providers: IT Services

1. 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. Collabera

TaTa ConsulTanCy serviCes (TCs)By Namita Goel

“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 ser-vices 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 out-look, 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 mis-haps 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 sig-nificantly to the chunk of TCS’ revenue (approximately 49 percent of rev-enues). Moreover, the company is looking toward strengthening its infra-structure 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 man-agement 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 Chan-drasekaran. Adding to this, “When we come to 2009 and what we see ahead, we are con-fident about the growth prospects based on momentum and the capacity and capability building, but we will continue to be watchful about the external environment especially in the U.S.,” concludes Ramadorai. GS

S. Ramadorai, CEOTata Consultancy Services (TCS)

North America

appeared to be

stabilizing for TCS

while its European

business grew despite

sluggish market

source: Global services

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

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Special Report

In 2008, ACS expanded

its ITO business into

Europe, acquiring

companies in the U.K.

and in Germany

Best Performing Infrastructure Services Provider

affiliaTed CompuTer serviCes

By pratiBha verma

ACS strengthened its IT Outsourcing (ITO) presence globally by pro-viding 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 oppor-tunities 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. Company’s new business signings for the fiscal year-to-date period were $405 million of annual recurring revenue.

Citing Ingersoll Rand’s 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 Queen’s Health System.

Believing that there is clearly an opportunity in the current economy to re-duce costs in outsourcing space, the company offers multiple innovative solu-tions 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 mini-mal 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 assur-ance 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 — some-thing that could be remedied by a server re-configuration. Instead of spending time writ-ing tickets, skilled personnel now can focus efforts on continued automation and rem-edying points of pain,” says ACS Technology Innovation for the IT Outsourcing Business Vice President Nagesh Kunamneni. GS

S TT SACEO: Lynn Blodgett

Skill set (top 3): Back-office processing, human resources, infrastructure hosting

Verticals: Communication Providers, Financial Services Organization, Health-care, Higher Education Institutions, Insurance Companies, Manufacturers, Retailers, Transportation: Shipping & Lo-gistics, Travel Providers, Administration and Finance, Environment Federal (U.S.), Healthcare, Human Services, Public Safety & Justice, Transportation

Customers: The Queen’s 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

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

Top 10 Service Providers: IT Infrastructure

1 Affiliated Computer Services (ACS)

2 HCL Technologies

3 Wipro Technologies

4 Tata Consultancy Services (TCS)

5 Unisys

6 Infosys Technologies

7 Patni Computer Systems

8 CGI Group

9 MphasiS

10 Microland

Lynn Blodgett, CEO,Affiliated Computer Services (ACS)

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S TT SA

Best Performing Outsourced Product Development Company

CEO: Gordon Brooks

Skill set (top 3): outsourced product development, application testing, process expertise

Verticals: ISVs, Storage & Informa-tion Lifecycle Management, Systems Management, Telecom, Embedded, Medi-cal 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.com

Top 10 Service Providers: OPD

1 Symphony Services

2 EPAM Systems

3 Luxoft

4 Ness Technologies

5 HCL Technologies

6 GlobalLogic

7 Exigen Services

8 L&T Infotech

9 MindTree

10 Mera Networks

symphony serviCesBy pratiBha verma

It was Symphony Services’ positive and multi-disciplinary approach to boost R&D performance and incorporate innovation across the product and ser-vice development lifecycle, which not only helped it expand its abilities in the garb of recession, but also earned it this year’s 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 infrastruc-ture 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 en-able ISVs to offer hosted and managed services options to its customers.

The company is planning a move into the design of physical products, leverag-ing CAD/CAM, electrical and mechanical design, and fluid mechanics. “These de-velopments 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. “There’s 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 offshor-ing 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, Symphony’s average contract value for ITO fell significantly. “We believe the majority of the reduc-tion 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 get-ting 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 go-ing to impact them and how they may have to adjust their objectives and the strate-gies to achieve them. Since late November [2008] we’ve seen that many companies taking an even more aggressive posture with offshoring and outsourcing to im-prove the effectiveness and efficiency of their R&D operations.” GS

Symphony is planning

a move into the design

of physical products,

leveraging CAD/

CAM, electrical and

mechanical design and

fluid mechanics

source: Global services

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

Gordon Brooks, CEO,Symphony Services

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Special Report

S TT SACEO: 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, Cadbury-Schweppes, GlaxoSmithKline, Kimberly-Clark, 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.com

Top 10 Service Providers: BPO

1. Genpact

2. WNS Global Services

3. Sitel Worldwide

4. Aditya Birla Minacs Worldwide

5. Convergys

6. Firstsource Solutions

7. Sutherland Global Services

8. EXL Service

9. 24/7 Customer

10. SPi Technologies

Best Performering BPO & FAO Service Provider

GenpaCT By imraNa KhaN

Genpact, the only Global Services 100 company that won two catego-ries: 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 cus-tomers getting added to its client roster. Invensys, Ceridian, Hyatt Shared Servic-es 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 op-portunities. “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 it’s 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, Genpact’s process capabilities range from FAO, BPO to ITO ser-vices, of which BPO and FAO are the areas that the industry is aware of. “[it’s] 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 it’s 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 didn’t know how to implement IT and processes. And when we offer them such clubbed ser-vices, which they didn’t get previously, that experience is great,” said Tiger when asked about the company’s future wins in the ITO category of Global Services 100. Tiger adds,“We’ll get there one day.” GS

Pramod Bhasin, CEOGenpact source: Global services

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

Top 10 Service Providers: FAO

1. Genpact

2. WNS Global Services

3. Affiliated Computer Services (ACS)

4. Outsource Partners International

5. Infosys Technologies

6. Ocwen Financial Corporation

7. MphasiS

8. Cambridge Solutions

9. Wipro Technologies

10. HOV Services

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S TT SA

Best Performering HRO Service Provider

CEO: David F. Dougherty

Skill set (top 3): Project management, finance and accounting, staffing / sub-contracting

Verticals (top 3 by revenue): Banking and financial services, telecommunica-tion, 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.com

Top 5 Service Providers: HRO

1. Convergys

2. Affiliated Computer Services (ACS)

3. Tata Consultancy Services (TCS)

4. Wipro Technologies

5. Cambridge Solutions

ConverGysBy imraNa KhaN

Convergys, 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 year’s winners feature in the 2009 list. This year’s list is completely fresh!

Repeated contract renewals without the bid process is one of Convergys’ big-gest traits. It is testimony to the company’s leadership in this area. In 2008, Con-vergys 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 re-covering 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 year’s third quarter — $714 million.

Still, the challenges are no less in the months to come. However, Convergy’s three-dimensional capability — skilled people (over 75,000 employees across the world), vast processes (HR offerings include recruiting and resourcing, com-pensation, 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; São 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 coun-tries 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 Oracle-based HR Solutions. And these are the things that differentiates us from others,” said David F. Dougherty, CEO, Convergys.

While many HR service providers’ offer-ings are still restricted to payroll, HR adminis-tration 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 an-nounced 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 rede-sign the customer’s global HR processes then implemented an integrated, SAP HRIS plat-form including corresponding manager and employee self-service portal. GS

David F. Dougherty, CEOConvergys

Repeated contract

renewals without

the bid process is

one of Convergys’

biggest traits

source: Global services

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

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Special Report

Top 10 Service Providers: Contact Center

1 Sitel Worldwide

2 Convergys

3 Affiliated Computer Services (ACS)

4 NCO Group

5 Stream Global Services

6 ICT Group

7 eTelecare Global Solutions

8 Firstsource Solutions

9 HTMT Global Solutions

10 Intelenet Global Services

Best Performing Contact Center

siTel WorldWideBy imraNa KhaN

Sitel once again bagged the top slot in the category: Best Performing Con-tact Center. Interestingly, this year’s top 10 list of global contact centers has many surprises, including ACS making to the third slot from last year’s nowhere position, NCO Group jumping to the fourth position

from the last year’s 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 operat-ing standards — which is about using 32 years of experience supporting 3 mil-lion 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 Sitel’s 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 Sitel’s senior management organization. I think Sitel’s 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 com-pany 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 as-sociated 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 forecast-ed 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 chal-

lenging economic conditions, Sitel has developed special service offerings, in-cluding a packaged offering targeted at low balance collections — this solution is optimized to profitably collect early in the process using a unique blend of in-teractive 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 customer’s successful naviga-tion of the current economic environment and their emergence from this turmoil. GS

To serve customers

facing the challenging

economic conditions,

Sitel has developed

special service offerings,

including a packaged

offering targeted at low

balance collections

source: Global services

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

S TT SACEO: David Garner

Skill set (top 3): Call-center manage-ment, 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

David Garner, CEO, Sitel Worldwide

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S TT SA

Leader in Asia (Excluding India)

CEO: 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/en

Top 10 Service Providers: Asia

1 Neusoft

2 SPi Technologies

3 ICT Group

4 eTelecare Global Solutions

5 TELUS International

6 Insigma Technology

7 VanceInfo Technologies

8 Achievo

9 hiSoft Technology International

10 Kompakar

neusofTBy imraNa KhaN

This is Neusoft’s fourth consecutive win having topped this list as the leading China-based service provider.

Neusoft’s 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 Neusoft’s strategies were primarily focused toward domestic and other Asian markets. Not that Neu-soft ignores the U.S. market, but the company’s strategy has always been follow-ing geographically de-risked business model.

“I think the Chinese market shall always be Neusoft’s priority. It’s a grow-ing economy, and consumer demands will bring great opportunities to IT out-sourcing 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 horizon-tally 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 outsourc-ing, seeing a 30 percent increase in revenues. Interestingly, Business Process Out-sourcing (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 outsourc-ing 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 opportunities for the software and service outsourcing industry.” GS

Dr. Jiren Liu, CEONeusoft

“... the Chinese

market shall always

be Neusoft’s priority.

It’s a growing

economy, and

consumer demands

will bring great

opportunities to IT

outsourcing services”

source: Global services

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

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Special Report

Top 10 Service Providers: Eastern Europe

1 Luxoft

2 EPAM Systems

3 Exigen Services

4 IBA Group

5 Reksoft

6 Mera Networks

7 SoftServe

8 DataArt

9 Itransition Group

10 Auriga

Leader in Eastern Europe

luxofTBy Namita Goel

In 2008, the acquisition of ITC Networks, a Romanian IT-services provider, helped in increasing the overall revenue to over $150 million and the num-ber of employees to more than 3,000. Besides strengthening Luxoft’s ex-pertise in the telecom industry, the acquisition brought in a customer port-

folio comprising companies such as Nortel Networks, Avaya, Trapeze Networks and others. “This acquisition is another step in Luxoft’s growth and strengthen-ing of the company’s 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 custom-ers and ITC Networks’ customers well for years to come.”

With delivery locations across EMEA, North America, Central and Eastern Eu-rope 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 work-ing 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, Na-tional University of Ukraine (KPI), and others. It was also selected as the only CIS Company to earn the status of partner from Carnegie Mellon University’s Software Engineering Institute.

Last Year, Luxoft was also announced as the first Eastern company to be ap-praised 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 indus-try. 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 mo-bile technologies.”

The results for current financial year that ends in April 2009 are yet to be re-leased. So Luxoft revealed that based on the estimates from H2 ‘08, they are expect-ing that the revenue will stay the same for the rest of the period with a small growth of 2 to 3 percent. GS

Luxoft continues to

expand in Eastern

Europe with plans to

further develop its

center in Romania

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

S TT SACEO: Dmitry Loschinin

Skill set (top 3): Application mainte-nance and development, engineering ser-vices, 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

Dmitry Loschinin, CEO, Luxoft

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S TT SA

Leader in Latin America

CEO: Claudio Muruzabal

Skill set (top 3): Application mainte-nance and development, application inte-gration, outsourced product development

Verticals (top 3 by revenue): BFSI, manufacturing, health care

Customers: CEMEX, Lowe’s, Master Card, First Data, Eurofarma

Delivery centers (top 5): Mexico, Argen-tina, Hungary, U.S., Middle East

Employees: 3,200

Revenues (est. 2008): $350 million

Year founded: 2000

Website: www.neoris.com

Top 10 Service Providers: Latin America

1 Neoris

2 Politec Global IT Services

3 Hildebrando

4 Sonda

5 Quintec Soluciones Informaticas

6 Synapsis

7 Globant

8 Grupo ASSA

9 Grupo Prominente

10 TNX

neorisBy Namita Goel

“Even 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 mar-

kets,” said Claudio Muruzabal, CEO of Neoris, when the in Jan. ’09 Neoris wit-nessed a growth of more than 25 percent in the revenues coming from interna-tional 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 re-cently 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 Neo-ris 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 company’s 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 won’t 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 account-ing outsourcing and procurement process-es. 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 applica-tions, 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 partly as a result of labor market stability in the geographic areas of operation. GS

Claudio Muruzabal, CEONeoris

Neoris plans to

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)

source: Global services

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

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Special Report

Top 10 Services Providers: Human Capital Development

1. HCL Technologies

2. Infosys Technologies

3. MphasiS India

4. Genpact

5. Tata Consultancy Services

6. Computer Sciences Corporation

(CSC)

7. Exigen

8. Capgemini

9. EPAM Systems

10. Neusoft

Leader, Human Capital Development

hCl TeChnoloGiesBy pratiBha verma

In the midst of recession when news about layoffs doesn’t 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, com-munity service, sports, wellness and women. These programs ranging from work-life balance programs to “go green” kept the employees active and mo-tivated. “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 ex-pand 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 ‘ca-reer’…. 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, HCL’s learning-management system, is a Web-based distributed ap-plication that facilitates managing the development and performance of people within an organization.

HCL’s 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 ca-reers effectively in HCL in a structured manner by creating transparency and visibil-ity. It also provided a number of key career resources like career counselors, reflec-

tive instruments, career development action plan, and such. Through this program, em-ployees 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 driver’s 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 busi-ness requirements/opportunities available with the career goals/ future aspirations of the employee, thus taking it closer to being an Employer of Choice,” he adds. GS

Vineet Nayar, CEO, HCL Technologies

“We provided HCL-ite

not just a ‘job’, but also

a ‘career’…. It created

a critical difference in

choosing between two

opportunities”

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

S TT SACEO: Vineet Nayar

Skill set (top 3): Software-led IT solu-tions, remote infrastructure manage-ment, engineering and R&D services

Verticals: Aerospace and Defense, Auto-motive, Financial Services, Government, Energy & Utilities, Hitech &Manufactur-ing, 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

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2009-GlobalServices 100 www.globalservicesmedia.com24

Company CEO URL

24/7 Customer P. V. Kannan www.247customer.com

Aditi Technologies Pradeep Singh www.aditi.com

Affiliated Computer Services (ACS) Lynn Blodgett www.acs-inc.com

AppLabs Sashi Reddi www.applabs.com

Augmentum Leonard Liu www.augmentum.com

Auriga Alexis Sukharev www.auriga.com

Aztecsoft Samir Bodas www.aztecsoft.com

Beyondsoft Group Ben Wang www.beyondsoft.com

Birlasoft Kamal Manasharamani www.birlasoft.com

Cambridge Solutions Christopher A. Sinclair www.cambridgeworldwide.com

Capgemini Paul Hermelin www.capgemini.com

CGI Group Michael E. Roach www.cgi.com

Compass BPO Devesh Nayel www.compass-bpo.com

CompuPacific International Michael Liu www.compupacific.com

Computer Sciences Corporation (CSC) Michael W. Laphen www.csc.com

CPM Braxis Braxis Jair Ribeiro www.cpmbraxis.com

DarwinSuzsoft (Dextrys) Brian T. Keane www.darwinsuzsoft.com

DataArt Michael Zaitsev www.dataart.com

DBA Danilo Meth and Paulo Velloso www.dba.com.br

e4e Somshankar Das www.e4e.com

ea Consulting Asia Pacific Chin King Wong www.eacap.com

EDS Ronald A. Rittenmeyer www.eds.com

EPAM Systems Arkadiy Dobkin www.epam.com

eTelecare Global Solutions John Harris www.etelecare.com

Exigen Services Alec Miloslavsky www.exigenservices.com

Exl Service Vikram Talwar www.exlservice.com

First Consulting Group Larry Ferguson www.fcg.com

Firstsource Solutions Ananda Mukerji www.firstsource.com

Freeborders Jean Cholka www.freeborders.com

GeBBS Nitin Thakor www.gebbs.com

Genpact Pramod Bhasin www.genpact.com

GlobalLogic Peter Harrison www.globallogic.com

Globant Martín Migoya www.globant.com

Globerian Naveen Trehan www.globerian.com

Grupo ASSA Roberto Wagmaister www.grupoassa.com

HCL Technologies Vineet Nayar www.hcltech.com

Headstrong Arjun Malhotra www.headstrong.com

Hildebrando Services Diego Zavala www.hildebrando.com.mx

HOV Services (formerly LASON) Ronald Congburn www.hovservices.com

HTC Global Services Madhava Reddy www.htcinc.com

Hinduja TMT Global Solutions Partha De Sarkar www.hindujatmt.com

IBA Group Sergei Levteev www.iba-it-group.com

IBM Samuel J. Palmisano www.ibm.com

ICT Group John J. Brennan www.ictgroup.com

iGATE Global Solutions Phaneesh Murthy www.igate.com

Indecomm Global Services Naresh Ponnapa www.indecommglobal.com

Infosys Technologies S. Gopalakrishnan www.infosys.com

ITC Infotech Sanjiv Puri www.itcinfotech.com

Kompakar Dr. Ir. Ahmad Fikri Hussein www.kompakar.com

KPIT Cummins Kishor Patil www.kpitcummins.com

The 2008 Global Services 100 Companies

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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.

Company CEO URL

LogicaCMG Andy Green www.logicacmg.com

Longtop Eric Liang www.longtopinternational.com

Luxoft Dmitry A. Loschinin www.luxoft.com

Macadamian Technologies Frédéric Boulanger www.macadamian.com

Mastek Sudhakar Ram www.mastek.com

Mera Networks Marc Granic www.meranetworks.com

Microland Pradeep Kar www.microland.com

MindTree Consulting Ashok Soota www.mindtree.com

Nagarro Vikas Sehgal www.nagarro.com

NCO Group Mike Barrist www.ncogroup.com

Neoris Claudio Muruzabal www.neoris.com

Ness Technologies Sachi Gerlitz www.ness.com

Neusoft Group Dr. Liu Jiren www.neusoft.com

NIIT Technologies Arvind Thakur www.niit-tech.com

Ocwen Financial Corporation William Erbey www.ocwenbusiness.com

Omnitech InfoSolutions Atul Hemani www.omnitechindia.com

Outsource Partners International Clarence T. Schmitz www.opiglobal.com

Patni Computers N.K. Patni www.patni.com

Perot Systems Peter Atlabef www.perotsystems.com

Polaris Software Lab Arun Jain www.polaris-america.com

Politec HÉlio Santos Oliveira www.politec.com

PremierBPO Mark Briggs www.premierbpo.com

QuEST Ajit A. Prabhu www.quest-global.com

Reksoft Alexander Egorov www.reksoft.com

Sapient Alan Herrick www.sapient.com

Satyam Computer Services Ramalinga Raju www.satyam.com

Scicom Leo Ariyanayakam www.scicom-intl.com

SECOVA eSERVICES Venkat Tadanki www.secova.com

Sierra Atlantic Raju Reddy www.SierraAtlantic.com

Sitel David Garner www.sitel.com

SoftServe Taras Kytsmey www.softservecom.com

Softtek Blanca Trevino www.softtek.com

SPi Technologies Peter D. Maquera www.spi-bpo.com

Stream Toni Portmann www.stream.com

Sutherland Global Services Dilip R. Vellodi www.suth.com

Symphony Services Gordon Brooks www.symphonyservices.com

Syntel Bharat Desai www.syntelinc.com

Tata Consultancy Services (TCS) S. Ramadorai www.tcs.com

Tech Mahindra Vineet Nayyar www.techmahindra.com

Teledirect Laurent Junique www.teledirect.com.sg

TELUS International Eng Boon Lau www.TELUSInternational.com

Unisys Joseph W. McGrath www.unisys.com

Vantage Point Consulting Rahim Osman www.vpcasia.com

Vanceinfo Technologies Chris Chen www.vanceinfo.com

vCustomer Sanjay Kumar www.vcustomer.com

Vengroff, Williams & Associates Mark Vengroff www.vwainc.com

Virtusa Kris Canekeratne www.virtusa.com

Wipro Technologies Azim H. Premji www.wipro.com

WNS Neeraj Bhargava www.wnsgs.com

Zensar Technologies Ganesh Natarajan www.zensar.com

Source: Global Services and neoIT, 2008 Global Services 100 StudyThe list has been arranged in alphabetical order.

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2009-GlobalServices 100 www.globalservicesmedia.com26

Company CEO URL

24/7 Customer P. V. Kannan www.247customer.com

Accenture Bill Green www.accenture.com

Affiliated Computer Services (ACS) Lynn Blodgett www.acs-inc.com

Augmentum Leonard Liu www.augmentum.com

Auriga Alexis Sukharev www.auriga.com

Bleum Eric Rongley www.bleum.com

Caliber Point Ashok Bildikar www.caliberpoint.com

Cambridge Solutions Chris Sinclair www.cambridgeworldwide.com

Capgemini Paul Hermelin www.capgemini.com

CGI Group Michael E. Roach www.cgi.com

ClientLogic David Garner www.clientlogic.com

Cognizant Technology Solutions Francisco D’Souza www.cognizant.com

Convergys James F. Orr www.convergys.com

Covansys Rajendra B. Vattikuti www.covansys.com

CPM Antonio Carlos Rego Gil www.cpminternational.com

Darwin Suzsoft Dan Ross www.darwinsuzsoft.com

DataArt Michael Zaitsev www.dataart.com

DBA Danilo Meth www.dba.com.br

Dextra Technologies Daniel Chavez www.dextratech.com

e4e Somshankar Das www.e4e.com

ea Consulting Chin King Wong www.eacap.com

EDS Michael H. Jordan www.eds.com

EPAM Systems Arkadiy Dobkin www.epam.com

Etech Dilip Barot www.etechinc.com

Exl Service Vikram Talwar www.exlservice.com

FCG Software Services Subramaniam Ramachandran www.fcg.com

Freeborders John Cestar www.freeborders.com

Genpact Pramod Bhasin www.genpact.com

Globant Martin Migoya www.globant.com

HCL Technologies Shiv Nadar www.hcltech.com

Headstrong Arjun Malhotra www.headstrong.com

Hispanic Teleservices Alberto Fernandez www.htc.to

HTC Global Services Madhava Reddy www.htcinc.com

Hinduja TMT Global Solutions Partha D Sarkar www.hindujatmt.com

I.T. United Cyrill Eltschinger www.ituc.com

IBA Group Sergei Levteev www.iba-it-group.com

IBM Samuel J. Palmisano www.ibm.com

ICT Group John J. Brennan www.ictgroup.com

i-flex solutions Deepak Ghaisas www.iflexsolutions.com

Infinite Computer Solutions Upinder Zutshi www.infics.com

Informatica Integral Empresarial Antonio Velasco www.sinersys.com.mx

Infosys Technologies Nandan M Nilekani www.infosys.com

Innominds Software Rao Vemula www.innominds.com

Intelenet Global Services Susir Kumar www.intelenetglobal.com

Intetics Boris Kontsevoi www.intetics.com

ITC Infotech Sanjiv Puri www.itcinfotech.com

Kepler - Rominfo Petrisor Guta www.kepler-rominfo.com

Knoah Solutions Myneni www.knoah.com

Lason Ronald D. Risher www.lason.com

Lohika Systems Daniel Dargham www.lohika.com

The 2007 Global Services 100 Companies

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2009-GlobalServices 100www.globalservicesmedia.com 27

Company CEO URL

Longtop Eric Liang www.longtopinternational.com

Luxoft Dmitry Loschinin www.luxoft.com

marketRx Jaswinder S. Chadha www.marketrx.com

Mastek Sudhakar Ram www.mastek.com

MERA Networks Dmitry M. Ponomarev www.meranetworks.com

Microland Pradeep Kar www.microland.com

MindTree Consulting Ashok Soota www.mindtree.com

Mistral Software Anees Ahmed www.mistralsoftware.com

Motif John Coker www.motifinc.com

MphasiS Jaithirth Rao www.mphasis.com

NCO Group Michael Barrist www.ncogroup.com

Neoris Claudio Muruzabal www.neoris.com

Ness Technologies Raviv Zoller www.ness.com

Neusoft Group Jiren Liu www.neusoft.com

NIIT SmartServe Paul Barrow www.niitsmartserve.com

Objectiva Software Solutions Douglas Winter www.objectivasoftware.com

Ocwen Financial William C. Erbey www.ocwen.com

OfficeTiger Randolph Altschuler and Joseph Sigelman www.officetiger.com

Outsource Partners International Clarence T. Schmitz www.opiglobal.com

Patni Computer Systems N.K. Patni www.patni.com

Perot Systems Peter Atlabef www.perotsystems.com

Polaris Arun Jain www.polaris-america.com

Politec HÉlio Oliveira www.politec.com

Promantra Synergy Solutions Praveen Vadlamudi www.promantra.net

QuEST Ajit A. Prabhu www.quest-global.com

Sapient Jerry Greenberg www.sapient.com

Satyam Computer Services B. Rama Raju www.satyam.com

Scicom Leo Ariyanayakam www.scicom-intl.com

Sierra Atlantic Raju Reddy www.SierraAtlantic.com

Sinapsis Technologies Gerardo Rodriguez www.sinapsis.com

SnT Global David Wong www.sntglobal.com

SoftServe Taras Kytsmey www.softservecom.com

Softtek Blanca TreviÑo www.softtek.com

Sonata Software B. Ramaswamy www.sonata-software.com

SPi Technologies Ernest Cu www.spi-bpo.com

StarSoft Development Labs Nick Puntikov www.starsoftlabs.com

Stream Toni Portmann www.stream.com

Summit HR Worldwide Ranjan Sinha www.summithrww.com

Sutherland Global Services Dilip R. Vellodi www.suth.com

Symphony Services Gordon Brooks www.symphonysv.com

Syntel Bharat Desai www.syntelinc.com

Tata Consultancy Services (TCS) S. Ramadorai www.tcs.com

TransWorks Information Services Atul Kunwar www.transworks.com

Unisys Joseph W. McGrath www.unisys.com

vCustomer Sanjay Kumar www.vcustomer.com

Vee Technologies Chocko Valliappa www.veetechnologies.com

Vsource Asia Jack Cantillon www.vsourceasia.com

Wipro Technologies Azim H. Premji www.wipro.com

WNS Neeraj Bhargava www.wnsgs.com

Zensar Technologies Ganesh Natarajan www.zensar.com Source: Global Services and neoIT, 2007 Global Services 100 StudyThe list has been arranged in alphabetical order.

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Company Headquarters (City, State, Country) URL

24/7 Customer Los Gatos, CA, U.S.A. www.247customer.com

Accenture New York, NY, U.S.A. www.accenture.com

Adea Solutions Irving, TX, U.S.A. www.adeasolutions.com

Aditi Technologies Bangalore, Karnataka, India www.aditi.comm

Affiliated Computer Services (ACS) Dallas, TX, U.S.A. www.acs-inc.com

AICOM Solutions Toronto, Ontario, Canada www.aicomsolutions.com

Ajuba International Novi, MI, USA www.ajubanet.net

Ambergris Solutions Philippines Pasig City, Philippines www.ambergrissolutions.com

Astron Document Managment Leicester, U.K. www.astron.co.uk

Atos Origin Paris, France www.atosorigin.com

Auriga Amherst, NH, U.S.A. www.auriga.com

Aztec Software and Technology Services Bangalore, Karnataka, India www.aztecsoft.com

Bleum Shanghai, China www.bleum.com

Blue Star Infotech Mumbai, Maharashtra, India www.bsil.com

Cambridge Solutions Greenwich, CT, U.S.A. www.cambridgesolutionsltd.com

Capgemini Paris, France www.capgemini.com

CGI Montreal, Quebec, Canada www.cgi.com

ClientLogic Nashville, TN, U.S.A. www.clientlogic.com

Cognizant Technology Solutions Teaneck, NJ, U.S.A. www.cognizant.com

Computer Sciences Corporation (CSC) El Segundo, CA, U.S.A. www.csc.com

Covansys Farmington Hills, MI, U.S.A. www.covansys.com

CPM Sao Paulo, Brazil www.cpminternational.com

Crimsonwing Surrey, U.K. www.crimsonwing.com

DBA Engenharia de Sistemas Rio de Janeiro, Brazil www.dba.com.br

ea Consulting Kuala Lumpur, Wilayah Persekutuan, Malaysia www.eacap.com

EDS Plano, TX, U.S.A. www.eds.com

EPAM Systems Lawrenceville, NJ, U.S.A. www.epam.com

eTelecare Global Solutions Monrovia, CA, U.S.A. www.etelecare.com

Exl Service New York, NY, U.S.A. www.exlservice.com

Freeborders San Francisco, CA, U.S.A. www.freeborders.com

Genpact Gurgaon, Haryana, India www.genpact.com

Globant Buenos Aires, Argentina www.globant.com

GTL Mumbai, Maharashtra, India www.gtllimited.com

HCL Technologies Noida, Uttar Pradesh, India www.hcltech.com

Headstrong Fairfax, VA, U.S.A. www.headstrong.com

Hewitt Associates Lincolnshire, IL, U.S.A. www.hewitt.com

Hewlett Packard Palo Alto, CA, U.S.A. www.hp.com

Hexaware/Caliber Point Business Solutions Chennai, Tamil Nadu, India www.hexaware.com

Hinduja TMT Global Solutions Mumbai, Maharashtra, India www.hindujatmt.com

Hispanic Teleservices Houston, TX, U.S.A. www.htc.to

HTC Global Services Troy, MI, U.S.A. www.htcinc.com

I. T. UNITED Beijing, China www.ituc.com

IBA Group Prague Czech, Republic www.iba-it-group.com

IBM (Daksh) Armonk, NY, U.S.A. www.ibm.com

ICICI OneSource Mumbai, Maharashtra, India www.icicionesource.com

ICT Group Newton, PA, U.S.A. www.ictgroup.com

i-flex Solutions Mumbai, Maharashtra, India www.iflexsolutions.com

Induslogic Vienna, VA, U.S.A. www.induslogic.com

Infinite Computer Solutions Bangalore, Karnataka, India www.infics.com

Infosys (Progeon) Bangalore, Karnataka, India www.infy.com

The 2006 Global Services 100 Companies

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Company Headquarters (City, State, Country) URL

Innominds Software Santa Clara, CA, U.S.A. www.innominds.com

Integreon Managed Solutions New York, NY, U.S.A. www.integreon.com

ITC Infotech India Bangalore, Karnataka, India www.itcinfotech.com

Kanbay International Rosemont, IL, U.S.A. www.kanbay.com

Keane Boston, MA, USA www.keane.com

KMG Infotech Bangalore, Karnataka, India www.kmgin.com

Knoah Solutions San Rafael, CA, U.S.A. www.knoah.co

Kompakar Mont Kiara, Kuala Lumpur, Malaysia www.kompakar.com

LanceSoft India Reston, VA, U.S.A. www.lancesoft.com

Larsen & Toubro Infotech Mumbai, Maharashtra, India www.lntinfotech.com

Lohika San Mateo, CA, U.S.A. www.lohika.com

LUXOFT Moscow, Russian Federation www.luxoft.com

MindTree Consulting Bangalore, Karnataka, India www.mindtree.com

Motif Ahmedabad, Gujarat, India www.motifinc.com

MphasiS New York, NY, U.S.A. www.mphasis.com

Ness Technologies Tel Aviv, Israel www.ness.com

Neusoft Group Shenyang, Liaoning P.R., China www.neusoft.com

NIIT SmartServe Gurgaon, Haryana, India www.niit.com

Objectiva Software Solutions Carlsbad, CA, U.S.A. www.objectivasoftware.com

OfficeTiger Database Systems New York, NY, U.S.A. www.officetiger.com

Patni Computer Systems Cambridge, MA, U.S.A. www.patni.com

PeopleSupport Los Angeles, CA, U.S.A. www.peoplesupport.com

Perot Systems Plano, TX, U.S.A. www.perotsystems.com

Pinkerton Computer Consultants Trevose, PA, U.S.A. www.pcci.com

Polaris Software Lab Chennai, Tamil Nadu, India www.polaris.co.in

Promantra Synergy Solutions Hyderabad, Andhra Pradesh, India www.promantra.net

RCG Information Technology Edison, NJ, U.S.A. www.rcgit.com

Reksoft St. Petersburg, Russian Federation www.reksoft.com

Sapura Technology Berhad Kuala Lumpur, Wilayah Persekutuan, Malaysia www.sapura.com.my

Satyam Computer Services Secunderabad, Andhra Pradesh, India www.satyam.com

Scicom Kuala Lumpur, Malaysia www.scicom-intl.com

Sierra Atlantic Fremont, CA, U.S.A. www.sierraatlantic.com

Sinapsis Technologies Mexico Mexico City, Federal District, Mexico www.sinapsis.com

Softtek Monterrey, Nuevo Leon, Mexico www.softtek.com

SPI Technologies Manila, Philippines www.spitech.com

Stream Richardson, TX, U.S.A. www.stream.com

Summit HR Worldwide San Jose, CA, U.S.A. www.summithrww.com

Sutherland Global Services Pittsford, NY, U.S.A. www.suth.com

Symphony Services Palo Alto, CA, U.S.A. www.symphonysv.com

Tata Consultancy Services (TCS) Mumbai, Maharashtra, India www.tcs.com

TechTeam Global Southfield, MI, U.S.A. www.techteam.com

Unisys Blue Bell, PA, U.S.A. www.unisys.com

vCustomer Kirkland, WA, U.S.A. www.vcustomer.com

Vee Technologies Bangalore, Karnataka, India www.veetechnologies.com

Virtusa Westborough, MA, U.S.A. www.virtusa.com

Vsource Asia Kuala Lumpur, Wilayah Persekutuan, Malaysia www.vsourceasia.com

Wipro Bangalore, Karnataka, India www.wipro.com

WNS Global Services Mumbai, Maharashtra, India www.wnsgs.com

Worksoft Creative Software Technology Beijing, China www.worksoft.com.cn

Zensar Technologies Pune, Maharashtra, India www.zensar.com

Source: Global Services and neoIT, 2006 Global Services 100 StudyThe list has been arranged in alphabetical order.

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Special Report

“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 en-vironment”, said Mr. Pramod Bhasin, President & CEO of Genpact. “We thank Global Services, neoIT, our customers and employees for this important recogni-tion.” - 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 achieve-ments 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 impor-tant 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 fore-front 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, me-dia 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 industry’s pulse point, provid-ing an up-to-date overview of the industry, articulating latest trends and con-ditions. 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 mar-ket information and perspectives to TCS. These surveys also help provide the market perception about TCS on a global platform.” - S. Ramadorai, CEO, TCS

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