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Business Process Outsourcing Newsletter AUGUST 2010

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Business Process Outsourcing Newsletter AUGUST 2010 Business Process Outsourcing Newsletter AUGUST 2010 Editorial Dear Reader, There has been a growing interest amongst outsourcing service providers in the healthcare space, driven by the expected rise in outsourcing volumes due to the significant impact of healthcare reforms. Continuing the trend, the month of August saw another deal closure in the healthcare BPO space. The TriZetto Group, a leading healthcare information technology company to the healthcare payer industry, announced that it has acquired Tela Sourcing, a Baltimore-based business process outsourcing services company that offers combined U.S. and India-based outsourcing capabilities to the healthcare industry. In Europe, Teleperformance, a global leader in the outsourced contact center market, announced the acquisition of UK-based call center service provider beCogent. In another transaction announced in the call center space, Alorica Inc. and Florida-based PRC, LLC, both leaders in the customer contact solutions industry, announced that the parties have entered into a strategic agreement wherein Alorica has become the parent company of PRC, LLC. Significant contracts awarded during the month included, Genpact being awarded a seven-year mortgage services contract with MERSCORP, the mortgage finance industry's electronic loan registry system. In a major domestic BPO contract announced during the month, Global Group, one of India's leading business groups engaged in the Network Services and Telecom Tower Infrastructure business, engaged Infosys BPO, the business process outsourcing subsidiary of Infosys Technologies, to provide services with regard to setting up of its Shared Service Centre. In another publication, WNS, a leading provider of global business process outsourcing services, announced a multiyear contract to deliver analytics and customer care services for IHG (InterContinental Hotels Group). In the automotive space, Hyundai Motor America announced that it has selected Minacs Marketing Solutions to develop and manage all parts and service direct marketing. Expansions announced in the month included Hinduja Global Solutions, a leading global provider of BPO services, inaugurating its second center at Durgapur in West Bengal. This is the 30th Global Delivery Center of the company. Highlighting the growing movement of service providers towards Tier II locations, Aditya Birla Minacs, announced the strengthening of its operations in Eastern India, via the launch of its new delivery centers in Kolkata and Ranchi respectively. 24/7 Customer, a global leader in predictive interaction solutions, announced the launch of its contact center in Managua, Nicaragua. This is company’s tenth center world-wide, to deliver voice based inbound customer support service. Bullish on strong growth prospects in India, global IT consultancy Capgemini announced its plans to recruit another 7,000 people in India by the year-end. This edition of the newsletter includes the Avendus BPO Composite Index updated till the 3rd of September, 2010. The index indicates an increase in share prices of BPO companies over the previous month with a 9.2% monthly return and 4.2% quarterly return. Regards, Amit Singh Disclaimer: The news contained herein has been taken from pub-lished sources as indicated under each item. Avendus will not be held liable for any erroneous data as published in the source indicated. Avendus also does not take any responsibility for any errors or omissions or results of any actions based upon this information. TABLE OF CONTENTS DEAL SUMMARY ..................................................................................................................... 3 TRIZETTO ACQUIRES TELA SOURCING TO EXPAND CAPABILITIES .............................................. 3 TELEPERFORMANCE ACQUIRES BECOGENT IN THE UK ............................................................... 3 CAPGEMINI BRAZIL ACQUIRES SONDA PROCWORK BPO FACILITY .............................................. 4 ALORICA INC. AND PRC, LLC SIGN STRATEGIC AGREEMENT....................................................... 4 CONTRACT TRACKER ............................................................................................................. 5 WNS AWARDED MULTI-SERVICES CONTRACT WITH INTERCONTINENTAL HOTELS GROUP ............. 5 ACCENTURE AWARDED SUPPLY CHAIN BPO CONTRACT EXTENSION BY ETS ................................. 5 DILIGENTA AWARDED £250 MILLION LIFE AND PENSIONS BUSINESS WINS ................................ 6 HYUNDAI MOTOR AMERICA SELECTS MINACS MARKETING SOLUTIONS ....................................... 6 MAJOR NATIONAL LOTTERY SELECTS CONVERGYS SOLUTIONS .................................................. 7 SOURCECORP AWARDED DOCUMENT MANAGEMENT BPO CONTRACT .......................................... 7 MERS AWARDS SEVEN-YEAR MORTGAGE SERVICES CONTRACT TO GENPACT............................... 8 INFOSYS BPO WINS SHARED SERVICE CENTRE DEAL FROM GLOBAL GROUP ................................ 8 CSC SIGNS 10-YEAR CONTRACT EXTENSION WITH SWISS RE .................................................... 9 EXPANSION ......................................................................................................................... 10 HGSL ANNOUNCES INAUGURATION OF ITS SECOND CENTRE AT DURGAPUR .............................. 10 COGNIZANT EXPANDS DELIVERY CENTRE IN MANILA .............................................................. 10 ADITYA BIRLA MINACS EXPANDS OPERATIONS IN EASTERN INDIA ........................................... 11 24/7 CUSTOMER OPENS ITS STATE OF THE ART CONTACT CENTER IN NICARAGUA .................... 11 CAPGEMINI INDIA HIRES 10,000 PEOPLE IN 2010, TO RECRUIT 7,000 MORE ............................. 12 MOVERS AND SHAKERS ....................................................................................................... 13 HINDUJA GLOBAL SOLUTIONS EXPANDS TOP MANAGEMENT .................................................... 13 STREAM GLOBAL SERVICES NAMES KATHRYN MARINELLO CHIEF EXECUTIVE OFFICER ............... 13 XAFINITY APPOINTS EXPERT TO GROW OVERSEAS PAYMENTS BUSINESS .................................. 14 INNODATA ISOGEN SELECTS JIM LEWIS TO HEAD BUSINESS DEVELOPMENT TEAM .................... 14 GENPACT NAMES SANJEEV PRASAD AS NEW CIO .................................................................... 15 GENPACT EXPANDS LEADERSHIP IN ASIA TO DRIVE GROWTH .................................................. 15 APTARA ANNOUNCES NEW EDITORIAL DIRECTOR ................................................................... 16 TRENDS AND VIEWPOINTS .................................................................................................. 17 INDIAN DOMESTIC PROCESS MANAGEMENT SERVICES MARKET TO GROW 31 PERCENT IN 2010.. 17 OUTSOURCING MARKET ACTIVITY LED BY BANKING SECTOR, BPO SERVICES, AND NA BUYERS ... 18 AVENDUS BPO COMPOSITE INDEX ...................................................................................... 19 ABOUT AVENDUS CAPITAL .................................................................................................. 20 2 DEAL SUMMARY TRIZETTO ACQUIRES TELA SOURCING TO BPO capability that can provide the flexibility, EXPAND CAPABILITIES capacity and cost efficiency to meet a wide range TRIZETTO PRESS RELEASE [26 AUGUST 2010] of customer needs.‖ The TriZetto Group, Inc. today announced that it TELEPERFORMANCE ACQUIRES BECOGENT has acquired all of the voting stock of privately IN THE UK held Tela Sourcing, Inc., a Baltimore-based BECOGENT PRESS RELEASE [17 AUGUST 2010] business process outsourcing (BPO) services company that offers combined U.S. and India- Teleperformance, the world leader in the based outsourcing capabilities to the healthcare outsourced contact center market, announced industry. TriZetto is expanding its BPO today the acquisition of 100% of the equity of capabilities to help its 350 payer customers more UK-based beCogent. Based in Scotland, beCogent easily meet the cost challenges and new has recognized expertise and deep experience in customer opportunities created by healthcare numerous industry sectors, with an emphasis on insurance reform. The combination of Tela‘s U.S. the Retail, Financial Services and Telco/ISP and Indian operations with TriZetto‘s current BPO industries. beCogent has around 3,000 capabilities in Baltimore is expected to add scale, employees at its four call centers in Airdrie, scope and efficiency to the company‘s BPO Erskine, Kilmarnock and Glasgow and forecast capabilities. 2010 revenue of approximately £50 million. With this new operation in Scotland, a region known ―The significant impact of healthcare reform on for its technologically skilled and multi-lingual payers and others in the healthcare supply chain workforce, Teleperformance is significantly means an increasing need for outsourcing extending its geographic footprint in the UK. In solutions,‖ noted Mike Jenner, TriZetto‘s becoming the second largest operator of executive vice president who leads the outsourced contact centers in the UK, company‘s services. ―Tela represents a significant Teleperformance will be able to serve all parts of expansion of both the range of BPO services we the UK more effectively and deliver the most can offer, as well as increasing our capacity and comprehensive offer in the market. flexibility to blend on-shore and off-shore capabilities to fit customer needs.‖ Jeff Smith, Chief Executive and Chairman of Teleperformance UK, said: ―Teleperformance is ―Interest by health insurers in business process really happy to
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