What are the most pressing issues Indian telecom companies are facing
today, and what do you have to offer them to mitigate the issues?
The most pressing issues for telecom operators are tough competition, and
increasing capex and opex. To counter this we have provided solutions to telecom
biggies for process re-engineering.
We help clients re-engineer the billing processes. We offer consultation
services on off-shoring to optimize the operations. We also offer consultation
services on how much of operations and which part of operations an operator can
actually offshore to reduce its opex.
We have revenue management solutions from the BPO perspective for increasing
revenue by removing leakages caused by process inefficiency. We have network
access cost management solutions for helping operators deal with issues like
network access cost, data management, etc, in the area of providing roaming
connectivity through another telecom operator's network in other countries.
What's your advice to Indian telecom operators, especially when falling
ARPU is haunting them?
Telecom operators need to benefit from the huge technology-cum-analytics
capabilities available in India to enhance revenue management and reduce churn
rates. Secondly, since convergence will dominate the future and new services
will be introduced, these telecom companies need to have scalable, flexible
processing for quickly having a process in place, for which outsourcing will
help.
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| Gopal Devanahalli
VP and head, Communication Service Providers,
SBU, Infosys BPO |
What's your share of business from the communications industry, and what's
the growth percentage in 2008 over the previous fiscal?
Infosys is a $4 bn company and 25% of its revenue comes from its services to the
telecom industry. In telecom services worldwide for BPO, we registered a 60%
growth in fiscal 2008 over the previous year. We have over 17,000 dedicated
professionals in this vertical including over 5,000 providing BPO services in
Bangalore and Pune. We have also hired consultants and telecom industry experts.
What are the challenges in terms of providing services to the
communications industry?
For a long time, the telecom industry lagged behind in the whole offshore
journey. Telecom operators are going for off-shoring on the IT front, but on the
operations front, they still have reservations because of issues like unionized
workforces in many countries.
Kannan K
kannan@cybermedia.co.in
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