The 10 Most Promising BPO Services provider companies

VOL 6 JUNE-2019 ISSUE 5

Industry Insider PostgreSQL - The Open Source Database you should start using!

Enabling India The New Era of Indian BPO – Placing New Equations Right!

Deepak Kashyap CEO

Mas Callnet Where Customer Experience Matters!

Editor

From the

“Outsourcing is inevitable, and I don’t think it’s necessarily treating people like things” – Stephen Covey, American educator and keynote speaker.

T A Reflection to the Inevitable Outsourcing

he BPO industry has come a long way in surpassing challenges and creating numerous opportunities for the established industry players as well as the emerging novices. These openings have proved to be a major contributor in uplifting the Indian economy, thereby making it a distinctly exclusive destination for business process outsourcing. Today, being amongst the top-notch outsourcing destinations worldwide, India is defining the true essence of outsourcing with its multi-talented pool of young folks, affordable resources, and technology at the forefront.

With in-depth analytics at the helm and enhanced solutions rolling out unmatched experience, the proficient outsourcing service providers are placing their best foot forward towards making India ‘Developed’. Their knacks have helped the country in creating a prominent niche across the IT & ITES outsourcing, and has made it a preferred choice for majority of the SMEs and giant IT organizations. Also, various US and UK-based companies are choosing the Indian service providers as its outsourcing partner.

The day-by-day evolutions in the BPO landscape since its arrival are truly evident for its year-over-year growth till date. The same swiftness would be witnessed in the coming years as the current BPO industry is standing tall in generating employment and boosting the economy for the longer run. The future is all about ‘embracing changes’ and it can be said that outsourcing is here to stay and disrupt the business world like never before!

Editor-in-Chief Pooja M. Bansal Managing Editor Devasish Kanojiya Executive Editor Rahul Niraj Art & Design Head Amol Kamble Associate Designer Poonam Mahajan Art & Picture Editor Rahul Kavnekar Co-designer Asha Bange Business Development Leader Tejaswini Whaval Business Development Executive Sarika Kawade Redekar Technical Head Pratiksha Patil Technical Specialist Amar Sawant Digital Marketing Manager Prashant Chevale SME-SMO Executives Uma, Ketki Circulation Manager Tanaji sales@insightssuccess.com

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CONT COVER STORY

cxo INDUSTRY INSIDER PostgreSQL The Open Source Database you should start using!

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MAS CALLNET Where Customer Experience Matters!

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INTERVIEW WITH INSIGHTS SUCCESS CONNEQT BUSINESS SOLUTIONS A Premier Customer Experience Management Company

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ENTS 20

ALWACHSEND One-Stop-Solution to All the Outsourcing Queries

HRH NEXT SERVICES

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Delivering Splendid Personalized Experiences

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NAVIGANT TECHNOLOGIES A Global Demand Generation Company

ZEALOUS SERVICES

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Disrupting the Outsourcing Industry Since 2007

ENABLING INDIA The New Era of Indian BPO – Placing New Equations Right!

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ARTICLE

Mastering the Art of ‘Outsourcing’

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ver the last decade, the idea of embracing technology changes has received immense recognition and acceptance among the BPO companies. Their practical framework of understanding the competencies of the business world is unfolding remarkable innovations for the mankind. With experience and strong technical expertise, the BPOs are successfully planning and designing a wide range of services boosting the business world in the long run.

While the first quarter of the year 2019 was very much enthusiastic for the BPO industry, the second quarter has taken it beyond the success horizons. Recognizing the forerunners that are revolutionizing the corporate space and keeping innovation on their radar by staying up-to-speed with the developments, we have come up with this special edition of “The 10 Most Promising BPO Services provider companies.”

On the Cover of the issue, we have featured Mas Callnet India P. Ltd. – India’s only 360 degree CX focused ITES provider. The company is outshining its competitors with its innovative solutions and redefining the outsourcing space.

Apart from such an insightful cover story, we have also enlisted; Alwachsend Training And Placement Services Pvt. Ltd. that is providing technology-driven offshore outsourcing solutions along with value-added workflow solutions to US and UK customers, utilizing globally resourced skill sets to ensure continuous improvement in its service offerings, HRH Next Services is an omni-channel platform that is transforming the traditional services and rolling out unmatched experience for its customers, Navigant Technologies Pvt. Ltd. is a global outsourcing firm providing services across various sectors of the industries, and Zealous Services is a premium International Contact Center consistently focusing on offering comprehensive inbound and outbound programs across a full range of B2B and B2C markets.

Alongside, companies like Ensomerge Services Private Limited, Ison BPO India Private Limited, Renuka Outsourcing, The-Connections ITES Business Services Pvt. Ltd., and Quick Call have also been featured in the listing of this edition.

While flipping the pages, take a note not to miss out the exclusive interview with Neeraj Tandon – the CEO at Conneqt Business Solutions Ltd. Turning some more pages will help you find out an Infographic piece The New Era of Indian BPO – Placing New Equations Right masterly crafted by our in-house editors and designers. The article PostgreSQL - The Open Source Database you should start using by an industry expert, Anudweipayan - Sr. Project Manager at Lyra Infosystems, would take you on a journey showcasing insights to a unique database commonly known as ‘Postgres’.

Looking at the emerging opportunities and the growing possibilities, this issue of ours will introduce you to a whole new world of novelty.

So enjoy the exciting read!

Deepak Kashyap CEO

COVER STORY

Mas Callnet Where Customer Experience Matters!

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CX is the new RX for your businesses

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tarted in 2003, Mas Callnet India P. Ltd. is India’s only 360 degree CX focused ITES Company.

The organization combines their deep industry knowledge in contact center operations and integrated feet on street solutions utilizing innovative technology to offer phenomenal AI led solutions to over 250 clients across all the major domains.

Its unique methodology of using People, Process and Technology in the most innovative manner has enabled them to provide exemplary customized cost smart solutions.

With years of experience into providing customized solutions to their clients, the organization is always striving to innovate for every client’s specific needs.

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The flagship company offers their services under three verticals: Mas Callnet India Pvt. Ltd. This is the vanilla BPO arm which is more of a Knowledge process outsourcing partners. The wide range The Company is disrupting the Vanilla BPO segment with its Inbound and Outbound contact channels in an AI led environment coupled with strong CX strategies. Not many ITES companies can boast about this in the country today.

Offering robust customer life-cycle management services are its forte. Mas Callnet is an even mix of best of the IT infrastructure and phenomenal people and process driven policies. The in depth experience of handling clients in all domains and fields are evident from the huge list of top business houses in the country today who are their clients.

Isparkindia Offering Field fulfillment services under the flagship of Isparkindia, it (FOS Solution) consistently focuses on Background verifications, Competitive benchmarking, Market intelligence gathering, Business opportunity analysis, Surveys etc. in order to generate profitable outcomes. This arm of the business does all the above mentioned activity and delivers the following:

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To be the most preferred partner for all Business Process Management needs, to businesses of all size & spectrum across all domains, helping them focus on their core excellence

a) Capture: Capturing of data| Image |Video |Google co-ordinates |Spirit | Opportunities. b) Validate: using Artificial Intelligence |Data base | Manual audits. c) Analyze: To help take informed decisions on market opportunities |Taking decisions | d) Measured outcome DIALDESK Living 24/7 by Pay as you Go, the company ensures that the MSMEs pay only as per their usage. Its unique product – Dialdesk is a foolproof, customizable and ready-to-use package empowering critical customer interaction tasks with a prime focus on consumer experience. Adding an extra plus to this product is its AI and Cloud-based CRM, and an eye on close looping. In past few years a lot of IVR based solution providers have cropped up who claim to be customer solution providers but They offer services limited to just few aspects. Either, cloud based CRM or IVR solutions etc.

Dialdesk does it all: 1. Cloud based CRM 2. 24/7 Human support 3. Artificial Intelligence Enabled CRM 4. Social media Integrated CRM 5. Delivering value beyond cost reductions.

6. Intelligent business insights.

Breaking Shackles, Building Empire Like any other BPO organization, Mas Callnet also faced various challenges related to infrastructure, internet connectivity, power back up, etc. during its initial years of establishment. Another major challenge was getting a resourceful manpower for smooth functioning. Starting from the scratch without proven credibility and engaging customers was not an easy task.

But, the company created its niche in its sector by surpassing each hiccup with consistent dedicated endeavors. The grit, determination, keen eye for IT innovations, and trust of the employees enabled Mas Callnet to break the traditional shackles and build its own empire.

Deepak Kashyap: An entrepreneur with a relentless mission.

With over two decades of experience in entrepreneurship, fascination to technology and innovations, zest to learn and move forward is Deepak Kashyap, the CEO of the

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company. He has done his Master’s in Business Administration (Sales and Marketing). A frontrunner in the Customer Service Experience segment, Deepak is a true visionary and one of the masterminds to craft out an allinclusive first-of-its-kind BPO solution – Dialdesk. Today, from effectively identifying CX gaps to plugging them using PPT (People Process & Technology) & CEC (Customer Experience Culture) technology, and other engagement tools & strategies, this platform is considered as one of the most respected CX platforms in the world.

Deepak has been instrumental in formulating and executing world-class CX practices to attract business and retain customers in the longer run. He is a co-founder of a novel customer experience platform – CXREFRESH, which builds an ecosystem of business leaders by creating global CX strategies and help businesses to thrive and move out from their current orbit of growth to the next level.

Believing in the mantra of Gain by Giving, he empowers employees to go beyond their comfort zones in order to create a strong culture of learning in the organization.

Apart from all this, Deepak is an author of an upcoming book ‘Junoon Jarurat Jugaad’, talking about the entrepreneurial voyage of entrepreneurs who have reached a commendable position after going through all the pains, anxiety, frustrations, roller coaster ride and now are stuck in an orbit of no growth. He talks about the key three elements Junoon, Jarurat and Jugaad which has taken them to a position of respect but are now stuck in a loop of Survival, struggle, Stability or Growth.

He enlightens about the fourth element CX, which can take them to the next orbit of growth. Deepak writes about the scientific way of designing an appropriate CX strategy for businesses, the implementation of it and methods of continual refreshing of them to stay ahead of competition.

Mas Callnet is all above about enabling businesses to focus on their core business aspirations through: 1. Offering values which are beyond cost reduction strategies: The unique and tailor made strategies we deploy ensures that the optimum revenue is generated for our clients and also ensuring the brand value of the business is enhanced.

2. Enabling Controlled and measured business outcomes: By delivering Superior business insights and intelligent analysis we enable our clients to take calculated and informed decisions and create strategies in accordance with the market pulse.

3. Enhancing CX: By delivering superb customer experience at every interaction which is customized as per

the business requirements at every interaction point, we create an ever lasting impression on customers which results in retention and increase in sales for our clients.

4. Superb IT innovations: IT automations and the AI enabled environment ensure that seamless delivery of services is done which is of global standards.

5. Standing out from the competition: Our unique methodology of delivering services and intelligent analysis ensures that our clients can stay focused on their core business and grow phenomenally.

More about Mas Callnet Backed by superlative innovative technologies developed by the in-house IT team, the company stands tall as it outshines its competitors and has benchmarked its presence with utmost prominence, nationally. It consistently invests in automation to deliver unparalleled customer experience.

The company primarily focuses on offering solutions related to Market Research. These unified efforts help Mas Callnet in staying relevant and be a trustworthy partner for its customers, today and tomorrow. Its in-house customized technologies include: The company follows a unique culture of ‘Learn and Teach’ and ‘Teach and Learn’. This culture genuinely defines, identifies, and enhances employee roles and the knowledge required to fulfill those roles. The trainings are conducted either using an in-house expert or through external agencies. “We conduct workshops on a regular basis to upgrade our skills and ensuring the domain expertise is as per the global standards,” adds Deepak.

Over the years, the company has collected various jewels in its pocket. It has been awarded for ‘Innovation & Technology’ by Franchise India and has also been entitled as ‘Pioneering Spirit’ by Lufthansa ET now. Adding more starts to its shoulder is its recognition in the ‘10 most recommended productivity technology solution providers 2018’ by CIO Insider Magazine. Additionally, Mas Callnet has been featured in the Business Connect Magazine as one of the ‘The 10 Most Trusted BPO solution Provider Companies in India’.

The Existing Picture The global outsourcing industry has come a long way through continuous evolution. The players in the Asian countries are rising to shine with a commendable pace.

Apart from being a continent that’s rich in culture and history, Asia is a prime location for business, particularly when it comes to technology development and startup

companies. As such, it’s no surprise that a lot of foreign businesses are clamoring to have jobs outsourced to this superpower region.

In this digital age, the key point to note is that a BPO, no matter which region it is operating from, would be able to survive and grow only if it has the strongest of the CX design and is able to pass on this to its clients. This scenario coupled with innovative technologies would be the driving force for companies to grow like never before. AI Led environment Embracing Innovation and services with the base of an AI lead environment For Mas Callnet, Constant and controlled Innovation is the name of the game. Since inception, it has been a technology-oriented company which believes in constant upgradation matching the international standards. Investing heavily in technology, the company has a separate Research and Development team which consistently monitors the latest technologies, develops and strives to incorporate it.

What Next?

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To be the design and delivery partner in a symbiotic environment of AI led process automation and human expertise creating an enhanced customer experience for our clients

We believe that the CX design and periodic refreshing of it will become the game changer for all businesses to stand out from competition. Unfortunately there are very few platforms which addresses the needs, problems and desires of SME/MSME’s to develop these phenomenal CX designs and help them to implement them.

Mas Callnet aims to be the best in its chosen field. It will keep promoting the CX culture which is the base of its exponential growth. It is placing its best foot forward to take consumer experience to the next level. The company is striving to sculpt cutting-edge CRM tools in order to quench the needs of the clientele comprehensively. With each passing day, it is gearing up to go global with its innovative product called Dialdesk, which is one of the unique pay as you go customer service solutions available in the market. This revolutionary product is and will keep empowering the SMEs and MSMEs segment to avail topnotch customer service at a nominal cost while continuously increasing the customer experience quotient of the business.

Mas Callnet is already conducting consumer experience workshops through its CX arm CXREFRESH, emphasizing the significance of consumer experience. The company is all set to disrupt the Information Technology Services industry by implementing these consumer experience products and services.

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CONNEQT BUSINESS SOLUTIONS

A Premier Customer Experience Management Company

he below excerpt is an exclusive interview with Mr. Neeraj Tandon – CEO of Conneqt Business Solutions Ltd. (Formerly TATA Business Support Services) a joint venture of TATA Sons and Quess Corp and a sub holding company of Fairfax Canada.

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We are also embarking on our Digital journey with innovative DIB (Digital-in a-Box) framework to help clients rapidly develop digital services that are market ready. We are also investing in automation and analytics capabilities and geographical expansion to US, Middle East and APAC.

Behind the Scenes: A brief write-up about Mr. Neeraj Tandon Serving as CEO since July 2018, Neeraj led the company through a smooth transition from Tata BSS to Conneqt. He had built a culture of Performance Orientation, Agility and Better Execution that helped Conneqt grow at twice the Industry growth rate and improve margins. His focus on Employee Engagement and Customer Satisfaction has helped improve both Employee Engagement scores and Client NPS. He is making large bets on Process Automation and Digital Process Outsourcing to repurpose the organization for the future. Prior to joining Conneqt, Neeraj held executive positions across technology & outsourcing majors including HCL, IBM, ACI Computers & HP. He was also the Co-founder of mPayGo Internet Services, a FinTech start up. In his 30 year long career he is credited with being an entrepreneurial self-starter who has done business across the globe by creating practice led transformational value propositions for his clients. He is an alumnus of IIT Delhi and IIM Bangalore.

2. Mention any awards and appreciations that your company has received.

Here are some of our recent awards: • Digital Customer Experience Summit & Award 2019 Won 2 awards – “Digital Excellence in Banking Sector” and “Digital Customer Experience Team of the Year” • Business Intelligence & Analytics Summit & Awards 2019

Conneqt Business Solutions – Let’s Simplify 1. Kindly brief us about Conneqt Business Solutions.

Conneqt Business Solutions Ltd (formerly Tata Business Support Services Ltd) headquartered in India, is one of the largest CLM (customer life cycle management) and BPM (business process management) service providers in India and the Middle East. We have over 30,000 FTE employees located across 26 delivery centers and also present in over 650 locations through our unique ‘Feet on street’ offerings. Today we support over 130 clients in 24 Indian and 12 international languages. Besides CLM BPO services we also provide Finance and Accounting (FAO), HR BPO services and vertical/industry processes.

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Won 2 awards – “Business Intelligence Champion of the Year” and “Analytics Excellence Awards” • Dream Companies to Work For 2019 Won 5 awards – “Dream Companies To Work For”, “Best Service Provider”, “Career Fairs”, “Campus Recruitment and “Talent Management & 101 HR Super Achiever HR Leadership Award”

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Interview with Insights Success

• Future of HR Summit & Awards 2019 Won the “Best Recruitment Strategy & Best Talent Acquisition Practice Award” • Golden Globe Tigers Award 2019 Won the award for “Best High Potential Development Program – LEAP” • Design Thinking Summit & Awards 2019 Awarded as the “Best Transitions Design Organization” • CSR Leadership Awards 2019 Won the Best “Corporate Social Responsibility Practices Award” We won the following awards in the year 2018 • UBS Forums - Best Internal Communications Award 2018 • Best Leadership Development Program @ Global Training & Development Leadership Awards, February 2018 • Recognized for CSR contribution towards society by Amity CSR Awards, March 2018 • TATVA Award for ‘Best Service Provider’ for our services to one of the largest private insurance companies in India – won 3rd time in a row by Conneqt, April 2018 • Best Performing Partner of the Year Award from one of the Private Bank’s Retail Asset Recovery Department, May 2018 • Best Business Partner Award from India’s Largest Hotel Aggregator, September 2018 And, • NASSCOM Customer Excellence Award 2018 Won the prestigious “Customer Service Excellence Award, 2018” in “Process Improvement & Efficiencies” category for Tata Motors Limited 3. What are the different products and services of Conneqt Business Solutions?

Conneqt Business Solutions is one of the world’s leading CLM and BPM organization. Our four enablers - people, process, platforms and partners – come together to help us deliver favorable business outcomes across industries.

Here are the details of our end-to-end services and solutions: I. CUSTOMER LIFE CYCLE MANAGEMENT SERVICES 1. Front & Back Office Services • Omni channel customer interaction services • Middle and back office services • Digital marketing services • Surveys & VOC • BI & analytics

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2. Fulfilment Services • Field collections and reconciliations • Field investigation • Agency based service and sales • Ecosystem management II. BUSINESS PROCESS MANAGEMENT SERVICES • Auto TPA – insurance services • Market research and analytics • Audit services III. SHARED SERVICES • Finance & accounting services • HR shared services • PR to PO Apart from CLM and BPM, we had ventured into our Digital Journey known as “Digital-in-a-Box (DiB)” to provide a seamless transition and transformation experience to our customers in the Digital Era IV. DiB • Omni – Channel Services • Social Media sevices • BI & Analytics • eWallets • Field Force Automation • Process Automation • Sales Automation • Cloud CRM 4. What is the USP of Conneqt Business Solutions that serves as an advantage over competitors and benefits clients/customers?

Since our inception in 2004, we have served clients across Banking, Financial Services & Insurance, Telecom & Media, Auto & Manufacturing, Retail & E-commerce, Emerging and Travel.

Across engagements, our clients acknowledge the value we bring to their business: • End-to-end CLM: We support clients across the customer lifecycle journey (target - acquire - onboard - serve - grow retain) • Program management: We take ownership at all the stages of the engagement (design - development - deployment delivery - insights) • Omni-channel expertise: We connect with customers through multiple modes (voice, IVR, web, email, video and voice chat, SMS, social media, self-service kiosks, agency and snail mail), while ensuring a consistent brand experience

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• Presence and personalization: Our wide delivery footprint, multilingual capabilities and proven expertise across industries and offerings makes us the go-to service provider for medium and large enterprises seeking business transformation • Business outcome-focused: Our committed outcomes of growing revenues, enhancing experience and enabling efficiency resonate strongly with clients • Our values and heritage: Business is not the end for us, but merely the means to achieve a larger goal. Our affirmative action, positively impacts thousands of lives, while offering clients significant benefits. Our values, thus, play a key role in shaping the organization our culture, and most importantly the value that clients draw from their engagement with us 5. How is the global outsourcing industry evolved over the last decade and with Asian countries joining the fray, what is the current scenario of the outsourcing industry?

Past Scenario Over the last decade, despite recession and many other economic factors, Business Process Outsourcing (BPO) industry had expanded tremendously since 2009, new facet being offshoring of IT services. ITeS and IT along with Finance functions were impacted during 2008-2009 recession but markets did not decline and maintained a steady aggregate score.

In 2008 the revenue of global outsourcing industry stood at 87.5 billion U.S. dollars and it showed an upward trend till 2012.

Over the last 5 years there was a steady drop in revenues to 76.9 billion US dollars in 2016 due various factors.

Present Scenario America holding the largest share in revenue. Asia Pacific ranks as the fastest growing outsourcing market with a CAGR of 9.6%. India and Philippines are the two most lucrative destinations for business process outsourcing services followed by other countries

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6. How is the company embracing innovation and leveraging technology for rolling out exquisite services?

ConneQT Business Solution has been heavily embracing on technological innovation. However, over a period of time we have understood that it is not just about embracing innovation, it is about embracing change. CBSL has been at the forefront of embracing the change in what customers expect from service providers. These have evolved over the last decade drastically. We have over a decade of experience in enhancing customer experiences across verticals and we see the customer expectations shifting and evolving. Technology is now not just a layer on the business but has become integral to the fabric of the company.

Keeping this in mind we introduced, a couple of years back, an accelerator framework “Digital in a Box” which has been well received across the customer community. DiB covers various aspects of front-office and back-office with the basic notion that the customers view brands as one entity and hence the entire customer journey needs to be enabled and orchestrated in a seamless manner to deliver superior CX (customer experience). This may include various technology components from Omni-Channel & CRM to automation (aka RPA) well as Social Media Services & Analytics. Our Digital stack covers solutions for the entire customer life cycle management, right from Customer targeting, acquisition, on boarding, maintaining and servicing. Our technology solutions are tailored to enhancing both experience and efficiency (E2 Index).

7. What would be your advice for the budding start-ups and entrepreneurs in this segment?

• Before you commit yourself to a start-up you should first introspect and see what problem are you trying to solve? Is it a real problem? How big is the problem? Who are the others trying to solve the same problem? How well does your solution stack up against others?

• Use technology as much as possible. In the current context of business, using technology is essential to solving problems effectively and disrupting existing players.

• Have a team in place that is cohesive and has a shared vision of the future. Find someone to lead the team. Democracy will not always work.

• But, above all, once you start don’t give up. Close your exit options. This is usually the most important difference between success and failure!

8. Brief us about the company’s future perspectives.

Aiming to Achieve more: • To be a $1Bn valued enterprise by 2022 • To deliver superior customer experience by continually simplifying business processes and creating sustainable value for all stakeholders

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MK Noorani TAJ CEO & MD

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f many things that make a company great, manpower or employee strength rules the chart.

Finding the right people for the right job is crucial for any company. But the whole process of recruitment can be an ardent task especially with fluctuating market demand and supply rules. As such, companies need to rely on strategic partnerships with reliable business outsourcing providers who can meet their demands within stipulated constraints. One such company satiating clients on every parameter is ALWACHSEND. The company offers wide range of BPO (back office operation, accounts & finance, HR, data processing, vertical support and others), call center (telemarketing/collections/follow-up/lead generation/survey/research/technical support), and IT/ITES services that help clients achieve new levels of profitability while reducing their operating costs. The technology-driven offshore outsourcing solutions which ALWACHSEND has been providing to global companies since 2018 has created major value for its US & UK customers. “Our in-depth knowledge in BPO, call center and IT/ITES services enable us to provide a total solution for international projects

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including inbound & outbound,” professes M K Noorani TAJ, CEO & Managing Director.

Adding more glory to ALWACHSEND’s foundation are Zareen, Abdul, and Nayeem – the Directors, and Yengareddy – the Advisor.

Distinct Features Operating from India’s software hub, Bangalore the venture grants value added workflow solutions by utilizing global resource skillsets and technical facilities. It has not only invested in top-line technologies but also trained its resources to execute every process with absolute client satisfaction. Committed to meeting consumer’s expectations, ALWACHSEND upholds a separate nonvoice team who handles projects with online queries and provides 24×7 assistance through phone, email or live.

Going an extra mile, it associates with several firms globally in order to bring the best of technologies, prices and people. These distinct outsourcing features give consumers a competitive edge over other players in the market.

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In pursuit of establishing credible goals and creating an environment of continuous improvement, ALWACHSEND has deployed stringent quality monitoring systems and acquired ISO 9001:2000 certification, thereby meeting international quality standards. Apart from implementing various security measures such as data encryption, antimalware protection, and firewall, the company exploits information leakage, unauthorized access and website defacement prevention (wapples) to maintain data confidentiality. These distinct measures have facilitated ALWACHSEND to acquire clients like Apple, Yahoo, and Google, along with telecom/government entities, and establish trust-based relationships with them. The company that started with only five employees today upholds 300+ people with its partners and aims to introduce UPI merchant app countrywide. Simultaneously, ALWACHSEND envisions entering Rs. 50 crore club by FY 2019-20.

Exclusive Services

ALWACHSEND offers services under the following specialized Branches: ALWACHSEND is one of the leading Training Development & Manpower Staffing, offering cost-effective & hassle-free solutions across all the industries in India and overseas. Its professionals have vast knowledge in the recruitment process, hiring strategy, screening the right candidates for the right job. The experienced Recruiters are dedicated to providing support in the following areas and more: • Training & Development • Permanent Hiring • Executive Search • Contract Staffing • Campus Placements • RPO Services • IT Jobs • Management Jobs • IT Consulting • HR Consultancy Services

deployment and maintenance is hassle-free for clients.

ALWACHSEND is proficient in developing high-quality software solutions on the latest, popular platforms within stipulated timeframes.

INBOUND CALL CENTER SERVICES ALWACHSEND ensures that the inbound call centre services of the client company are high performing and that its customer service efforts are inextricably linked. This helps to ensure that they can respond efficiently and appropriately, to customer queries/sales calls, feedback, surveys, and other activities. As an expert global IT-BPO, ALWACHSEND has the experience, the trained staff, resources, and the technology to ensure that the inbound call centre service of clients surpasses expectations and yields desired results in the form of increased sales leads and enhanced customer relationships.

OUTBOUND CALL CENTER SERVICES ALWACHSEND has highly skilled agents with years of experience selling products and telemarketing over the phone. It creates programs that fit clients’ needs and offer the best in script writing, quality control, and outbound call training. It has provided various lead generation services to multiple companies and provides its clients with fresh sales opportunities daily. Its comprehensive support ensures high sales ratio, customer service and the best return on investment. With no long-term commitments, ALWACHSEND’s month-to-month agreements give clients the flexibility to add agents to projects fast.

BACK OFFICE SERVICE SUPPORT FOR NONVOICE An organization’s back office management can significantly impact its success. Large volumes of data accrue on a daily basis, from various transactional processes such as order fulfilment, applications processing, transaction processing, billing, and collections that require effective back office solutions. Alwachsend is one of the reputed leaders in empowering numerous global businesses and organizations through high quality back office BPO services that promote enhanced business efficiency and improved bottom-line.

WACHSEND provides end-to-end Business Process Outsourcing Services, BPO, Call Center and IT Outsourcing Services. Its offering spans IT Services, Finance and Accounting Outsourcing Services, Back Office, Data Entry and Data Processing Services, Call Center (Customer Service) Outsourcing, Healthcare BPO Services, E-commerce Support Services, Corporate Training, and Digital Marketing.

ALWACHSEND develops IT solutions that deliver results for the business. Its qualified software engineers and developers are adept in the latest technologies for onpremise, cloud, mobile and web solutions. It follows best practices, so the process of design, development, JUNE 2019

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ostgreSQL is an open-source relational database management system. With the tremendous proliferation of cloud-web, mobile, IoT or even big data applications in last few years, its popularity has started to gain considerable momentum in recent years. Startups, small to medium enterprises, and even larger organizations are preferring Postgres over expensive vendor databases for its ease-of-use, cross platform compatibility and support from cloud vendors like AWS. This unique database is commonly known as “Postgres” and is often pronounced as “Poss-gres” or “Post-gres or “Post-gri”, depending on the part of the world you are from.

Over the years, Postgres has become most sought after Open Source DB in the software world.

To give some intro, the implementation of Postgres started in the year 1986 at the University of California at Barkley under the leadership of Professor Michael Stonebraker and was sponsored by the Defense Advanced Research Projects Agency (DARPA), the Army Research Office (ARO), the National Science Foundation (NSF), and ESL, Inc. But since then from its humble origin, this open source database has gone through a lot of changes and improvements over the decades and turned out to be a database which can give many commercial databases a run for their money. The best part was that, it was started as an Open Source Project and it remained that way.

Since its free and open-source software, it is released under the PostgreSQL license, a liberal Open Source license, similar to the BSD or MIT licenses. Postgres has always been supported by strong, extremely skilled and dedicated open source community. Due to which over the years it has been known for its strong architecture, reliability, data integrity, robust feature set. PostgreSQL is ACID (Atomicity, Consistency, Isolation, Durability) complaint which is nothing but a set of properties required for database transactions. ACID compliance ensures that no amount of data is lost or miscommunicated in case of a failure, even when there are numerous changes made during that single transaction. Postgres runs on almost all the Operating systems. Setting up Postgres DB in any of your environment is quite easy and only involves few steps.

Being a relational database, it supports features such as an array of different kind of data types, provides data integrity features, allows concurrency for better performance, SQL compliance, a reliable and very robust disaster recovery

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such as Write-ahead Logging (WAL), Replication (MasterStandby) which includes asynchronous, synchronous and logical, extensive security features, extensibility and amazing internationalization and text searches and many more features.

It has been proven to be highly scalable both in the sheer quantity of data it can manage and in the number of concurrent users it can accommodate. One can easily find winning case studies on how active PostgreSQL clusters in production environments can manage many terabytes and petabytes of data.

Postgres’s licensing terms does not put any restriction on how many databases one can have. With the increasing cost of the commercial databases with the increase in the amount of data, this is a major factor why many are going for this database.

With its active contributor community at its core, who are continuously working on improving this database, it has been observed that the frequency of enhancement of DB is more than any other database and lesser issue resolution time as well.

With respect to the security aspect, it manages security by either granting or revoking permission of a role on an object down to the column level. In this case, a role is regarded as a user or group of users. Postgres supports a number of external authentication mechanisms such as SSPI, GSSAPI, LDAP etc. It provides common configuration file where connection rules can be set which makes it easy to manage for a database architect.

When it comes to performance, it is one of the best among its peers. It has been proven time and again in terms of server performance, scalability, data handling and even on financial ROI, it is the DB of choice. PostgreSQL has been found to perform well in OLTP/OLAP systems when read/write speeds are necessary and extensive amount of data analysis is required. PostgreSQL also works well with Business Intelligence (BI) applications but is much better suited for Data Warehousing and data analysis applications.

We use it in all of our applications and I always recommend it to our customers as well and also help them with set-up or migration. My personal opinion is you should also try it once and experience the difference and I am sure you will like. Go for it!

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Ankit Shah Co-founder & CEO

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Parikshit Shah Co-founder

ith skyrocketing demands and inflation at its peak, the new-age organizations are deeply focusing on customer-centricity leading to ample scope, foray, and growth opportunities across the outsourcing industry. This is where HRH Next Services Pvt. Ltd. steps in with a 360o approach backed by an omni-channel platform that is transforming the traditional services and rolling out unmatched experience for its customers. Starting its journey as Hyderabad Radio House six decades ago, the firm has eventually evolved from a consumer durables giant across South India to a successful Contact Center Solution provider, today.

The firm is acting as a catalyst for offering exquisite services that quench the business needs, thereby leading to efficient customer interactions PAN India. It takes immense pleasure in solely focusing on the customer’s

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life cycle, be it identifying prospective customers and nurturing existing ones or upselling and cross selling the products. The foundation of HRH Next Services is based on the significance of “Winning happy employees everyday – People Power.” Since inception, it is designing competitive solutions that perfectly fit the business requirements alongside taking the complete ownership of providing delightful experience to the end user. Transforming the Brand experience for the customers is its speciality.

Meet the Dynamic Duo A sports and fitness enthusiast, Ankit Shah is the Co-founder and CEO of HRH Next. He has completed his MBA in Marketing from Maharishi Institute Of Management. His diversified experience of pioneering call center solutions for big brands like Swiggy, JUNE 2019

Vodafone, Idea, etc. has empowered the firm to be the most proficient and professional outsourced call centre.

Ankit has been the driving force behind HRH Next’s new suite of Customer Contact Solutions which ensures that all customer touch points are integrated onto one single platform thus providing customers with exceptional service delivery. Apart from all this, The Indian School of Business (ISB) has recognized his entrepreneurial achievement in a case study titled ‘Entrepreneurship Excellence’.

A fitness freak, passionate about exploring exotic places, Parikshit Shah is the other Co-founder of the firm. He is a seasoned business transformation leader with over two decades of experience in stirring high-end profiles at various renowned organizations. He has been successfully facilitating HRH Next’s business goals with utmost prominence. He stands tall as the financial strategist for the firm and is deeply involved to further its prospects. After bootstrapping his three startups to successfully running businesses, Parikshit is now an angel investor mentoring early stage startups and investing in them. Additionally, he is invited as a key speaker as well as judge at various startup events.

Speaking about their motivation tool the duo asserts, “We firmly believe that we are made by India and for India.” This spirit and combined experience of the duo has helped HRH Next to create a prominent niche in its sector.

What’s so distinctive?

HRH Next Services is well-equipped with excellent innovative HR practices with Lowest Attrition Levels and an experienced team of professionals who have profound knowledge across various verticals like Telecom, Banking, Insurance, Retail, Media, Civic Governance, Automobiles, Healthcare, and Education.

Its modernized menu of business practices and state-of-the-art technology platforms ensure transformational insights into contact center operations and deliver more personalized experiences to its clientele.

Since its initial days, the firm is focusing on embracing innovation and leveraging technology to the core, thereby acknowledging the current market scenario to reach the epitome of success. Its consistent adoption of new-age automated facilities helps it in expanding concentrically and offering efficiency in its operations.

Services Onboard “We Help Deliver a Superior Customer Experience,” assert the founders.

Over the years, the firm has been successful in delivering: • • • • •

Inbound and Outbound Services Superior Technology Platform Quality at every step Business Analytics with Real Time Management Social media & Ticketing solutions

Apart from these comprehensive enterprises services, the firm also offers bespoke services for startups – Startup kit.

The Future Roadmap The firm is on a mission to raise its employee headcount to 2000 in the near future. It is making concrete efforts to boost startups with intellectual focus and commitment with an aim to be a trustworthy leader in its domain delivering apt customer experience and ratification.

Talking about a promising future for HRH Next Services, the co-founders state that “We would like to focus on products/systems and we as outsourcing partners enable customer interaction & satisfaction as our prime motive.”

The other key elements which help the firm to gain an extra edge over its competitors include: • Multi-lingual Support (15 Indian Languages) • Lowest total cost of ownership • Hi-tech Data Analytics JUNE 2019

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Ankur Bhatia Founder & CEO

D

emand Generation Services industry globally is about $170 billion. CEOs globally have now started focusing on the demand generation process directly. Navigant focuses on this demand generation, pipeline development, nurturing leads, inside sales, virtual sales opportunities and is building its people, process and technology to become world’s largest Demand Generation Company.

One such organization with a clear vision to succeed by becoming the undisputed choice for its clients is Navigant Technologies Private Limited. The company aims to maximize its clientele’s revenue through outsourced operations via deploying the appropriate palette of technology and human resources.

According to the latest statistics, 63% of the outsourcing consultants are expecting that the marketing of their clients will increase exponentially in 2020. The entire outsourcing business is looking forward to growth with the application of centralized technology. Few newer aspects of technology and IoT are making ground-breaking progress. Some of them include AI and chat-bots which are to be unilaterally introduced in the prevailing outsourcing businesses.

Navigant Technologies headquartered in New Delhi, is a globally recognized firm specializing in outsourcing operations. Since its inception in 2003, the dedicated team of more than 500 personnel caters to a complete set of BPO & KPO services for its Indian and internationally based clients. Navigant has worked hard for achieving its goodwill for being a world renowned leader in handling outsourced operations. In the offshore BPM/BPO space,

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Striding

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this mid-size firm has uniquely positioned itself offering comprehensive business optimization solutions. Much beyond the traditional BPO services, its capacity to customize, develop, configure a solution on any Open Source Platform helps in catering different clientele requirements.

What sets it apart in the industry though is its ability to comply with standard applications along with skills of building solutions from ground up for its clients. Ensuring timely delivery of quality services, Navigant only hires full time manpower exclusively focused on a particular client project. Based on client requirements and trained on industry-based practices, the resources availed are with experience and right qualifications. The employee centric ecosystem of the firm motivates low employee attrition rate of less than 1% per month against the industry standard of 4-5%.

Stirring strategic global business planning, Ankur Bhatia is the Founder and CEO of Navigant Technologies. He spearheads this mid-size BPO by catering to diverse and unique requirements of a marquee list of International and Domestic clients. He specializes in the area of Business Consulting, Information Technology and Outsourcing Services.

Striking What makes Navigant technologies great is its palette of versatile services across various sectors and industries.

Following are the sectors where the firm shines:Financial Services: With the help of more than 500 professionals working in the organization, Navigant has become a leader in the BPO industry. Through proven ability to serve the client’s needs across the financial spectrum, the company has catered in Private Lending, Home Loans, Mortgage Origination with Servicing, Investment banking, Wealth Management, Broker-dealer operations, Trade Clearings and Settlements, etc.

Media & Entertainment: As a dedicated BPO partner, Navigant navigates its services with the process and technology knowhow to bring new operating techniques. Its industry-focused consulting helps in enhancing the revenue generation initiatives of clients. The selective service offerings built on Media & Entertainment platforms by the firm provide domain expertise including campaign management, SEO services, Ad search marketing, social media analytics and digital ad operations etc. for its clients.

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Healthcare: Navigant partners with healthcare organizations to help them with capitalizing on disruptive trends while balancing costs and other determinants. The company provides array of services such as Medical Billing, Medical Transcription, Finance and Accounts services, claims management, integrated front-end services and back-office activities along with Analytics and Fraud Management.

Utilities and Energy: Enabling energy and utilities companies to gain a competitive advantage, Navigant proves to be a specialist IT-BPO service provider. “We work in tandem with our client to build robust processes,” says Ankur. The processes vary from Outage and Emergency Reporting, Appliance Repair Scheduling, Peak Time Billings and Filed Workforce Communication with Support etc.

Automotive: As a result oriented BPO service provider, the company offers call-center services for warranty support, cross-selling and up-selling, customer retention with loyalty initiatives, maintenance and repair reminders, roadside assistance and automobile insurance etc. Being a part of BPO Support Services, Navigant caters to all forms of logistics.

Travel & Leisure: As a preferred partner for BPO services, be it tourism or transportation, travel and hospitality; the company handles all operations related to traveling process.

The activities also include reservations and transportations to hotel bookings etc.

E-commerce: The e-retailers require stepping up their game by offering easy website navigation and design, protecting personal and financial information of the customers.

Ensuring smooth fulfillment of effective cross selling and upselling to prospective customers is of paramount importance. With more than 14 years of experience in providing contact center solutions, Navigant is equipped to provide various services to the online enterprises.

Telecommunications: Navigant stands as a trusted outsourcing partner for global telecommunication service providers (TSPs). By delivering integrated solutions, the firm provides services for PSTN, ISP, VOIP, ISDN, Broadband, Mobile Telephony and IPTV enterprises.

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Enabling India

The New

Era of Indian Placing New

BPORight!

Equations

T

he BPO Industry has witnessed noteworthy changes which have been boosting the corporate fraternity for more than two-and-a-half decade. With technology joining the foray, this industry has evolved as a value proposition pulling in major transformations.

The new-age tech-enabled advancements like cloud computing, data analytics, social media networks, etc. alongside Govt. reforms playing its part, the Indian BPO landscape is growing by leaps and bounds.

The deliverables of an established BPO eco-system can be truly acknowledged by the words of the Czar of the Indian IT industry – Azim Premji saying, "The important thing about outsourcing or Global outsourcing is that it becomes a very powerful tool to leverage talent, improve productivity, and reduce work cycles."

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Here are a few Keys which have effectively unlocked the success doors for the business world:

1

Robotic Process Automation

2

Cloud Storage

3

Messengers, Social Media Platforms, and Mobile apps

4

Real-time BI and Data Metrics

With companies being consistent in outsourcing at utmost competitiveness, let's read about the trends which would disrupt the outsourcing industry in 2019:

Strategic Alignment

A thought-provoking vision backed by ample investment is one of the key ways to be ahead in the race and achieve all the desired milestones. This scenario can be attained through corporate strategic alignment – a trend which can take an industry player and a venture to places! Looking forward to this alignment by being on the same page and line of thought is a way towards generating proď€ table outcomes. Besides, standing tall with the company's vision and integrating it with the work culture can enhance in-house communication to the next level.

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Securing Pivotal Assets

Providing long-term contracting at par expertise fosters the accounting practices, thereby securing assets. It's not always about the nance; data security is another signicant aspect which can be efcaciously taken care of by a BPO. It is a harbinger in protecting client's information & integrity by embracing technology and using proven systems.

Customer Experience Matters

The established companies, as well as the budding startups, should regularly update its BPO partners about its necessities. This enables the BPOs to roll out predictive insights and prominent processes powered by intuitive technical skills ensuring companies unmatched customer experience.

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Leveraging Technology

Investing in cutting-edge technologies is the need of the hour.

BPOs play a vital role in passing on solid returns to the client organizations by offering basic AI and advanced Interactive Voice Recognition (IVR) tools at a rapid pace.

Going hand-in-hand

The business world & the outsourcing eco-system are going hand-inhand and making stronger partnerships. This agility can help surpass the market challenges, be it communication and cuttingcosts or enhancing productivity and tech abilities

- Rahul Niraj, Editor

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Vijay Raj Founder and Director

A

recent research states that ITeS organizations have rolled out over one thousand global delivery centres in about eighty countries. India grabbing this opportunity to the fullest has successfully created its niche as a digital capabilities hub across the globe. The outsourcing industry is rapidly transforming India’s image on the global platform alongside fuelling economic growth by empowering higher education sectors. Employing masses and contributing to social transformation, the Indian ITeS service providers are energizing various companies with efficient and streamlined business process. They are playing a vital role in delivering cost-effective RCM solutions leading to smooth day-to-day operations resulting in enhanced customer satisfaction and robust claims submission & returns.

Established in 2007, Zealous Services is one such ISO 9001 – 2008 QMS certified Contact Center which is

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disrupting the Outsourcing Industry for the betterment of the masses. It is a premium International Contact Center that consistently focuses on offering comprehensive inbound and outbound programs across a full range of B2B and B2C markets. Its forty years of combined experience, state-of-the-art facilities, and competent staff quench the needs of the client organizations with utmost excellence, irrespective of the stature of the project. Increasing revenues, reducing costs, capital utilization, maximizing customer satisfaction, and enhancing the client’s overall competitive position is its forte.

Zealous’ twelve years of hand-on experience in providing Business Process Outsourcing has helped it to craft a platform, which flawlessly combines Business Transformation Services, Knowledge Services, Front Office Services, Back Office Services, and Technology Enabled Services.

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Behind the Scenes

leadership skills and communication, rather it is the perfect podium to enhance business leadership. “The leadership skills are more important than ever in order to develop new strategies and solutions,” adds the founder.

An influencer with the aspiration of building an empire of own, Vijay Raj is Founder and Director of Zealous Services. He has been instrumental in leading Zealous and transforming it from a ten employee company to more than 2500 employees, today. He has more than one decade of experience in Corporate Development, Strategic Planning, Executive Leadership, and leading large scale BPO operations across India. With Vijay Being the Polestar guiding the Zealous family, the company will keep achieving milestones and touch new horizons with paramount prominence. A foreseer of success, who has a heart of a ‘Phoenix’, blended with strong industry standards which have made him a megastar of the Call Center Industry.

Zealous Services constantly focus on treading an extra mile by embracing innovation and maintaining a hassle-free work environment. Flexibility across in-house operations gives it an extra edge to motivate the employees and bring the best to the table. Acknowledging the changing times and trends, the company is proficiently leveraging technology in order to create a positive, innovative, productive, and profitable environment for its client organizations. Besides, the tech initiatives which help the company to gain insights, make informed strategic decisions, set goals, and improve market intelligence include:

Apart from setting, building, and achieving goals with ease, Vijay is a hardcore cricket enthusiast who always finds time to play and enjoy life to its best.

Better Communication | Efficiently Training Employees on Technology | Using Online Training Tools | Leveraging Data Analytics

Zealous – Living by its Name!

A Note for the Beginners Over the years, the company has benchmarked its presence by offering exquisite services with its zeal to outperform own milestones. These allied business services include Lead Generation, Healthcare Services, Legal Process Outsourcing, Digital Conversion, Call Center Services, Customer Support, and RCM Services. Since its initial days, the company has been focusing on performance improvement across multiple aspects of the client’s business processes with its integrated BPO – one of its key elements that separate it from its competitors. Additionally, the core competencies which helped it to make a global footprint consist of:

Recognizing the current industry scenario filled with complexities as well as opportunities, Zealous advices the young minds to: • Do proper research on their Idea/ Market and Target audience • Put in their time • Build a great team • Leverage technology • Be 100% involved in whatever they do Aiming to Achieve More

• Work culture – Keeping the client and employees at the centre of the operations • Partnership-based approach towards the clientele • Emphasis on Conferring Value beyond Cost Reduction • Comprehensively Investing in Human Talent • Leveraging Latest Technology

Zealous Services is all set to cross the horizons and grow by twenty-five per cent year-over-year. With its successful venturing into the RCM space in the first quarter of 2019, the company is planning to spread its wings and expand its employee headcount to 3000 by 2022.

Being at the Forefront Tech-enabled advancements have emerged as the transformers of workplace, making digital awareness and technical skills crucial for every sector. But, Team Zealous believes that technology can never replace the need for

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