Category Archives: Financial Services Sourcing Strategies

Are YOU ready to re-define sourcing? Then join the biggest and baddest bevy of buyers in NYC this April

February 14th, 2012

After one year, our elite peer group of sourcing buyers has doubled in size – making this our biggest, baddest and most discussion-rich meeting to date.

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If you were too hungover to join our predictions webcast, here’s the replay and the deck

December 18th, 2011

In case you missed our joint webcast with Ed Caso of Wells Fargo Securities on Friday, fear no more, as here’s the replay

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It may be for life, but will there be innovation, as TCS inks the mother of all insurance BPO deals

December 9th, 2011

For better or for worse, for richer, for poorer, until many missed SLAs do us part.

TCS’ insurance services delivery subsidiary, Diligenta, has become wedded to in a 15-year, $2.2bn, 1900 employee life and pensions BPO engagement with the UK’s Friends Life. This represents the largest life and pensions BPO engagement by a considerable margin, eclipsing the $1.1bn Prudential contract awarded to Capita in 2007. We believe this move from TCS signals a sea-change in the industry with regards to the growth strategies and ambitions of the leading BPO providers.

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As InfosysBPO reaches the $500m mark, is it ready for the big-time?

November 20th, 2011

InfosysBPO is now a major BPO contender in the global marketplace, having quietly gone about building its BPO business streams since its inception via the buyout of FAO provider Progeon, exactly five years’ ago and expects to reach the landmark of $500m in revenues this year. HfS has always been encouraged by the firm’s approach to developing both horizontal and vertical BPO services, and its focus on leveraging its IT heritage to augment its value proposition. Infy is by no means the biggest player in the BPO business nor does it want to be, but it has been able to establish itself as a smart and very respected player in the BPO business.

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The undisputed facts about outsourcing, Part 8: Industries experiencing secular change have more aggressive outsourcing plans

August 29th, 2011

Those organizations being impacted by radical, fundamental shifts to their very industry economics, are more prepared than ever to admit they need to look outside of their current organization boundaries to keep their business operations cost-competitive. Simply-put, secular change crystallizes options for businesses and the outsourcing planning process often becomes more clear-cut as a result.

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The healthcare payor BPO situation in 2011: Will Reform shatter a complacent industry?

August 6th, 2011

Despite the value health care payors provide their customers, payors’ processes are complex, manually intensive, and prone to error. One consumer’s visit to the hospital generates substantial legal paperwork, complex approval processes, coordination of benefits with other insurers, and a blizzard of bills, notices, and follow-up calls that require months to resolve. This post elaborates on the new HfS Research report on the current state of healthcare payor Business Process Outsourcing.

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The undisputed facts about outsourcing, Part 4: Mid-market buyers are enjoying better outsourcing outcomes than enterprises

June 16th, 2011

Outsourcing of IT and business process has always been a game for large enterprises, where well-executed large-scale employee transitions have resulted in profitable endeavors for both providers and buyers. But while the large buyers like saving the money, it’s actually mid-market sector ($1bn-$3bn revenues) which is getting a lot more out of the experience

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The undisputed facts about outsourcing, Part 3: With outsourcing demand at unprecedented levels, can new buyers get across the finish-line?

June 12th, 2011

HfS Research’s “State of Outsourcing 2011″ study of 1335 industry stakeholders, conducted with the Outsourcing Unit at the London School of Economics, points to a marked turnaround in outsourcing intentions as global economies reach a period of sustained (albeit limping) recovery. For many organizations today, clearly the short-term counter-recessionary measures have been executed through to fruition, leaving business function leaders under renewed pressure to seek out new operational strategies for driving out cost and improving global effectiveness.

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Genpact looks for added bite with Tiger

May 16th, 2011

After 14 years, the effervescent Pramod Bhasin, now in his 60th year, is handing the reins to “Tiger” Tyagarajan, the company’s current COO, and long-serving member of the leadership team

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Cognizant: The Future of Work or the Present Forever?

May 14th, 2011

Cognizant is at present the darling of the IT offshore services and outsourcing industry for its consistent and impressive growth and positive levels of customer satisfaction, so we thought we’d share some impressions with our readers.

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EXL eyes the enterprise BPO market with acquisition of OPI and the world’s second-most intelligent people

May 3rd, 2011

EXL and OPI, two of the smaller Finance and Accounting BPO (F&A BPO) providers, and both recently touted as acquisition candidates in HfS Research’s 2011 F&A BPO market landscape, have tied the knot in a surprising merger, in this rapidly-consolidating and transmutating BPO market

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WellPoint’s governator, Tony Filippone, joins HfS as Research Vice President

April 25th, 2011

Please welcome Mr Anthony Filippone to the hallowed ground of HfS analyst, industry thought-leader, and, most notably, the role of Governator-Extraordinaire

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Genpact spurns its suitors to IT-enable its BPO, with India’s third largest acquisition

April 7th, 2011

So why did Genpact buy Headstrong, in the third-largest acquisition ever made by an India-based provider, since Wipro picked up InfoCrossing for a cool $600m in 2007, and HCL-Axon for a similar sum, the following year? And, most importantly, what does this mean for the immediate future of the BPO business?

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Welcome to Networking 2.0 – HfS and SIG are moving the needle for the sourcing industry

March 8th, 2011

The biggest issue in today’s sourcing industry is the need for a truly independent and high-value environment for sourcing and outsourcing practitioners to collaborate and share knowledge. HfS is delighted to announce an exclusive industry partnership with the premier membership organization that has served sourcing and outsourcing professionals from Global 1000 companies throughout a 20-year history: the Sourcing Interests Group.

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Industry-specific analytics: where providers can differentiate or disappoint

February 17th, 2011

As data analysis techniques have gotten smarter over the years, analytics have emerged as a specialized function of business employed broadly across industries and functions. Our new HfS Report, imaginatively titled Where offshore analytics is heading in 2011 investigates…

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Tread Carefully Through Europe

November 24th, 2010

Buyers care where their providers are because stability, talent pool, infrastructure and the business and legal environment, determine how successful the relationship is going to be. Central and Eastern Europe is a fragmented region where cost, quality and scale varies.

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The speculation over Genpact’s future spells crunch-time for the future of BPO

November 14th, 2010

Serious questions are now being asked of the leading service providers jostling for marketshare and position in the BPO business. Some providers are growing frustrated, and beginning to question whether they got their approach to BPO right. And the current speculation over Genpact ‘s future is forcing many of the BPO wannabes to gaze deeply into their navels to decide whether they want to get really serious about BPO. There’s been a lot of chest-beating, a lot of marketing, a lot of huff and puff right across the industry… now’s the time to see who’s really going to step it up.

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A healthcare BPO summit… with Sumit

November 4th, 2010

Healthcare has been on everyone’s minds in the US, in the wake of the acrimonious legislative fight and with the recent elections. And when any industry gets the squeeze, us sourcing-folk immediately think “hmmm, will they now do some outsourcing…

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Deborah Kops, delightful doyenne and describer, joins the HfS research family

November 2nd, 2010

Over the next year, you’ll be able to sample some of the most innovative thinking in sourcing change through Deborah Kops’ frequent columns and commentary exclusively for HfS Research

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Will customers buy CSC’s vision?

October 25th, 2010

We liked what we heard at CSC’s European analyst event. The provider outlined two strategies dealing with the short and long term realities of how you, the customer, buys IT and business services

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