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Today, we live in the cross roads of rapidly changing customer expectations. Every customer desires a consistent personalized experience when interacting with a Company's products, services and brands. Customers connect with the brands in multiple ways. The various communication channels that help to drive conversations include, walk-in facilities, 1800 - dial-ins to customer care centers, website, self-service web portals, texting, mobile apps & social media. While these communication channels have helped in providing a seamless customer experience and increase in revenue, we still face continuous challenges related to growing customer segments, demographics and increasing customer expectations. A recent research by…
Posted by Immanuel Kingsley
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June 23rd, 2017
Part 2 (This the second blog in series of a 4 part essay on Blockchain 101. For the previous article, please click here.) Enter Blockchain Post financial crisis of 2008, Satoshi Nakamoto, the founder and creator of Bitcoin, conceptualized the first Blockchain on a paper, which went on to become the core foundation of Bitcoin, a digital cryptocurrency, the following year. A Blockchain is a distributed database that maintains a continuously growing list of ordered records called blocks. Each block contains a timestamp, a link to the previous block and transaction information. By design, Blockchains are inherently resistant to any…
Posted by Rahul Sharma
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May 30th, 2017
Blockchain, once an obscure technology, now is all in rage. It is a promising field and has been continuously creating a positive hype. Blockchain is the predecessor of Bitcoin, but has gained prominence after. In this first part, of the four part series of blockchain, we will try to break the concept of Blockchain down, 'block by block', starting from what this technology means, at the very basic level and why is it important for businesses, researchers, governments, entrepreneurs and technologists. We will also delve into the need to know blockchain thoroughly. Famous business thinker & digital strategist *Don Tapscott…
Posted by Rahul Sharma
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May 18th, 2017
Disruption is the current talk of the town; the key word being 'Intelligent Automation'. Are manual jobs going to become redundant in the next 5 years? The swift and sudden advent of disruptive automation makes a lot of us anxious about the future. So is disruption really a bad thing? An interesting perspective to this is the fact which states, that Evolutions till date, have always been preceded by massive Disruptions. Human beings for instance evolved from Dryopithecus (ape like chimpanzee) to the modern man - from 4 legs to 2 - Total disruption. The discovery of zero, electricity, and…
Posted by Nandita Nishanth
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April 28th, 2017
Business Process Services (BPS) as an industry, is extremely fast moving and dynamic in nature. The transitions are fast and there is a need for them to happen even faster while controlling risks, with multiple moving parallel tracks. Various Client and Partner Operations teams and their support teams are involved. So, how does this tie up together. Enter…The Transition Team! It's the responsibility of the Transition team to provide seamless experience to the Client. The Transition Manager (TM) team would be involved in migrating the operations from their site / incumbent site to the partner location, whilst ensuring the requirements…
Posted by Saurabh Chaturvedi
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April 27th, 2017
There are many a factors that can deter a successful, seamless transition, and although the list of these deterrents can be long and exhaustive, here are a few that I feel are on top of the list and if managed can ensure a successful and seamless transition for any customer. Planning - The backbone of any transition is in its planning and ensuring it is done so in the right means. Yes, there is always a dark cloud waiting to pour down on every transition in means of CHANGE, and as much as we ready ourselves for ensuring this doesn't…
Posted by Mithran Amarendran
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April 25th, 2017
BPS outsourcing industry has always been heavily dependent on IT, to enable its services and make it more efficient. Automation of voice and back office processes have been around for a long time, be it IVRs, web services for voice or OCR, add on applications for back office, macros creation to automate steps of a process (this is the closest we had to the current RPA platform structures), etc. With the introduction of RPA platforms, a new focus area has been introduced to the field, non-invasive automations, which results in lower cost of implementation and faster lead times. And still…
Posted by Saurabh Chaturvedi
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April 18th, 2017
The software industry has evolved into various new development models such as Agile and DevOps, cutting across the product to market and application support landscapes. The traditional ways of testing have also gone through significant changes and are evolving constantly. We are aware of  the regular responsibilities of a tester in a scrum/agile development model; similar to V-Model, the tester's contributions start right from the design stage i.e. story grooming stage. The tester is involved in all the development-related communication threads, including bug fixes from unit testing. This ensures the key focus areas to test when the code moves to…
Posted by Shanmuga priyan Rangasamy
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November 25th, 2016
November 22, 2016 | Phil Fersht This is the age of the mid-size, aggressive, feisty service provider that can scrap for the traditional business but also has the flexible cost-base and freedom from legacy to go after the new stuff. There are so many exciting opportunities with clients that are simply too small, or too cannibalistic for the traditional services providers... many of whom are still waiting - in denial - for those $200m SAP rollouts that no one wants to do anymore, or those $500m infrastructure deals that will never, ever happen again. Where better to be that at…
Posted by Phil Fersht
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November 22nd, 2016
The ability to predict the future has always captivated human minds. No wonder Predictive Analytics has become "open sesame" of our digital world. Ever wondered the implication of analytics in our daily life or rather name it as a 'data driven 'life. Be it the google search which provides a drop down list once you start typing, the obsessive shopping experience you encounter due to smart work of e-commerce sites or the Facebook news feed which prioritizes your updates based on who you connect more frequently with - everything has been carved out with perfection with the help of analytics. Well, what is…
Posted by Ramya K
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November 15th, 2016