Price War Looming for Guatemala’s Bilingual BPO Market?
September 30th, 2011By Luke Bujarski
“More English, more English, and more English,” exclaimed VP Kapil Rajvanshi from 24/7 Customer during a presentation at this week’s Global Services Summit in Guatemala City. The market here is indeed showing some concerning signs of overheating, as we quickly discovered during talks with the heads of Guatemala’s six BPO families. While saturation and wage inflation is nothing new in Central America, what has Guatemala’s BPO Commission president Herman Lopez deeply worried is the prospect of a race-to-the-bottom price war between the very people put in charge of coordinating a sustainable strategy for the country’s booming BPO cluster.
At Panama Summit, A Second Look at Buy vs. Build
August 29th, 2011
Shared services showdown: Panama City
By Luke Bujarski
At last week’s IQPC’s Shared Service and Outsourcing Summit in Panama City, Panama, the most popular people at the conference were the corporate buyers weighing in on BPO vs. owned centers and whether to take established captives and merge them with third-party providers.
The big question we came away with: who is closing whom?
Social Media Calling, Call Centers Answering
July 28th, 2011
Contact centers can embrace social media to get closer to customers, spot trends, and create customer advocates
By Patrick Haller
Social media is finding its way into the contact center ecosystem at a rapid rate. Operators are integrating social media methodologies into daily processes, and tech-savvy customers are indicating that they prefer alternate methods of contact to phone-based customer service.
NEW YORK — Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, today announced the results of its third annual Executive Outsourcing Survey, which explores the perceptions and use of social media within customer care operations defined as all aspects of customer interaction management within the enterprise.
The survey revealed that social media has become a critical tool for customer care across industries, as over half of senior executives (52 percent) indicated that social media is currently a part of their company’s customer care operations, and 57 percent indicated they are aware that their company is currently monitoring online conversations. Thirty-six percent of executives say their company currently measures the value of its social media program for customer care, which is surprising given how relatively new social media is as a method to enhance customer care operations.
The survey, commissioned by Capgemini and …
Capgemini Signs 13-Year BPO Deal with Brazil Conglomerate
July 12th, 2011PARIS — Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, today announced that its subsidiary, Capgemini Brasil, has entered into a new agreement with Brazilian conglomerate ABC Algar group to support their company’s operations in Brazil. Under the terms of the thirteen-year agreement, Capgemini will assume responsibility for Algar’s General Accounting, Account Receivables, Account Payables, Tax, Human Resources Administration, Payroll and Procurement.
The ABC Algar group currently controls companies, organized into 3 business units: technology & telecommunications, agribusiness, and services. As part of the agreement Capgemini will provide business process outsourcing services, with around 150 staff using Oracle and BPOpen* solutions from its Brazil delivery centers. The project will include standardization of processes and service levels across two Algar business units and nine of its companies, covering Agribusiness, Aviation, Security, Technology and Media. The aim is to increase productivity by over 45% …
“We have seen this explosion in nearshoring over the last few years, now how do we take the next steps forward?”
That was one of the key points driven home by Steve Rudderham, vice president of client engagement at Capgemini and one our industry’s most strident supporters. (Steve was a top twenty finisher in last year’s Power 50 Ranking.) During the recent Nexus conference, Steve outlined several critical steps to maintain industry momentum – including managing emerging trends like “nearshore for nearshore”; the importance of industry collaboration and tackling new requirements to enable Latin America staffers to engage skillfully with global counterparts. Click here to roll video.
Capgemini announces promotion of three Indian leaders to new global positions.
Capgemini, one of the foremost providers of consulting, technology and outsourcing services, has announced the promotion of three Indian executives – appointment of Salil Parekh as Chief Executive Officer of Application Services North America, UK, Asia Pacific, and global Financial Services, Aruna Jayanthi as the new Chief Executive Officer of Capgemini India and Baru Rao as the Chief Operating Officer of Application Services Europe.
Salil Parekh who was the CEO of global Financial Services, Asia Pacific, and India offshore will now become the CEO of Application Services businesses of Capgemini that include the North America and United Kingdom geographies, the Financial Services (FS) across the world, along with local business units in India and Australia. This strategic business unit (SBU) spans across 12 countries, and has …
Nearshore Americas Launches Executive Conference in New York City
December 21st, 2010New Axis of Outsourcing Takes Center Stage at Nearshore Nexus 2011
A big part of our mission at Nearshore Americas is to bring offshore/nearshore buyers, sellers and influencers together in the right, executive-level forum to interact and build partnerships. It’s not just a slogan – we have built our whole business around this one key objective.
That’s why we couldn’t be more thrilled to announce the launch of the first ever executive-level Nearshore outsourcing event – called Nearshore Nexus – coming April 26, 2011 to New York City. (*more on the location below.)
How One Outsourcing Company Is Giving Back
November 23rd, 2010Capgemini and Coca-Cola Enterprises Team Up to Do Great Work – Outside of the Office
By Dennis Barker
The popular image of big corporations in the U.S.A. these days is not exactly bright and shiny. Wall Street shenanigans; a massive oil spill caused by ineptitude; an unemployment rate of 10 percent, minimum — coupled with outsourcing of jobs; and financial fears all contribute to a national mood that does not smile upon the captains of industry.
In fact, when a corporation does try to do good, through a social responsibility program, you can easily find skeptics who say the only motivation is to polish up a tarnished image.
Capgemini Ramps Up Nearshore BPO Delivery: Focus on Chile, Brazil and Guatemala
November 10th, 2010Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, today announced that it is growing its BPO footprint in Latin America with the expansion of its delivery centers in Chile, Brazil and Guatemala. The centers currently employ 1,500 Business Process Offering (BPO) specialists, with capacity for more than 2,000 employees and additional room for expansion. In addition, Capgemini is increasing the scope of its BPO services in the region to include a range of finance and accounting, procurement services and customer operations management solutions. The centers currently service 5 prominent North American and global clients, including Unilever, Coca Cola Enterprises and International Paper.
Capgemini’s Latin America delivery network is comprised of new centers in the Campinas region of Sao Paulo, Gaspar City in the state of Santa Catarina, Brazil, and in Guatemala City, Guatemala, as well …
