NEW DELHI, May 25: After completing acquisition of IBM Daksh, Concentrix is now focussing on strengthening its analytics and developer base in India with plans of investing up to USD 25 million (over Rs 146 crore) in the next 24 months.
Of its 45,000 employees globally, Concentrix has over 20,000 based in India.
“India is a very important market for us and we see it playing an important role in our growth. We will continue to invest in technology and the talent pool here,” Concentrix Corporation President Chris Caldwell told .
Concentrix plans to invest anywhere between USD 20-25 million in India over the next 12-24 months, he added.
In September last year, Synnex Corporation announced the acquisition of IBM’s worldwide customer care business process outsourcing services business for USD 505 million, which was integrated with its subsidiary Concentrix.
Concentrix, which provides customer care services in more than 12 industries, now has over 50 global delivery centers.
Before the acquisition, Concentrix had 2,000 employees in India.
“Our focus is on bringing in embedded analytics to our customers, so that they have insights across the business. We have a little under 100 people in our team and we are looking at more investment in delivery and sales. We will put in about USD 7-8 million in India this year for analytics business,” he said.
Concentrix also works on analytics solutions from other centres in Manila, Belfast, China, Costa Rica, Brazil and US among others, Caldwell added.
Concentrix is also looking at expanding its team of developers, which has about 400 people in India, China and Belfast (Northern Ireland), he said.
Talking about the Indian market, he said more higher value processes are coming here.
“A lot of voice-based work may be moving to places like the Philippines, but higher value work is coming to India, things like high-end claims processing. This is a huge opportunity,” he said.
Caldwell added that IBM’s expertise in software portfolio, cloud technology, consulting and advanced analytics is helping Concentrix transform and deliver high-value interactions at every stage of the customer care lifecycle.
The BPO industry in India started with the call centre business, helping international companies carry out customer services at reduced costs.
It has now moved on to becoming the preferred destination for not just cost arbitration but also specialised work, giving rise to newer outsourcing streams like Knowledge Process Outsourcing (KPOs) and Legal Process Outsourcing (LPOs).
India’s BPM sector, which is currently worth about USD 20 billion, is expected to transcend into a USD 50 billion entity by 2020. (PTI)
Follow our WhatsApp channel