Session I: Differentiating through Technology
Offshoring advantage is fast getting leveled. Smart BPO firms are creating differentiation through the right use of technology. Be it in call center services or a health insurance back-office; be it in mortgage processing or corporate legal services, technology is increasingly being used to build tools and applications that are making a difference to the process; to the information; or to individual productivity.

Just how are the pioneers doing it? What are the challenges they are facing? Are clients ready for that extra value-add which may require them to change at times? Even if they are, are they willing to pay for the extra value add?

Some of the points touched will be

• Using technology for process optimization/reengineering leading to increase in client bottom line
• Using technology to improve workforce productivity leading to increase in client bottom line
• Using BI technologies to contribute directly to client revenue
• Standardizing and platformizing processes (platform BPOs) that encompass all the above and more to create significant business difference and client stickiness