The Indian service providers are determined to move up the business value chain and offer higher value services to their customers, quickly realizing the way to distinguish themselves is to focus on areas where they can add business value while achieving significant cost savings for their clients.
If you had a look at India, Inc.'s BPO industry just three years ago, you would have observed a handful of local providers trying to get in on the rear of the action that was then being enjoyed entirely by Western incumbents, such as Accenture, ACS, Capgemini, and IBM.
Now the leading global enterprises are all including top-tier Indian BPO providers on their shortlists, most commonly Genpact, Infosys, and Wipro for finance and accounting; TCS for human resources and call center; and Cognizant for some industry-specific areas, such as life sciences. Then you look at the up-and-coming Indian BPO providers to observe the sheer scale and potential of this industry: WNS, EXL Service, and Cambridge Solutions are all eagerly taking on BPO services with smartly focused and low-cost business services.
Source: AMR Research, http://amrresearch.com
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