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globalservicesmedia.com
y tThe gatewa o the global sourcing of IT and BPO services
THE BEST
Global Service ProviderS
001Best Performers in: IT services, infrastructure services, outsourced product development (OPD), BPO, FAO, HRO, contact center, Asia (excluding India), Eastern Europe, Latin America and Human Capital Development
Special Report
2009-GlobalServices 100 www.globalservicesmedia.com2
Weathering a Downturn
The Global ServiceS 100
By Ed Nair, GloBal SErvicES aNd SumEEt SalwaN, Neoit
Special Report 4
Best Performing Infrastructure Services Provider
Best Performing Outsourced Product Development (ODP) Company
Best Performing HRO Services Provider
Leader, Latin America
Leader, Human Capital Development
Best Performing Contact Center
Leader, Asian
Leader, Eastern Europe
Best Performing BPO & FAO Service Provider
Best Performing IT Service Provider
AffiliAted Computer ServiCeS
Symphony ServiCeS
ConvergySneoriS
hCl teChnologieS
Sitel WorldWide
neuSoft
luxoftgenpACt
tAtA ConSultAnCy ServiCeS (tCS)
15
16
18 22
23 19
20
21 17
14
Editor’s Note .....................................................................3
The 2009 Global Services 100 Companies ............. 12
The 2008 Global Services 100 Companies .............24
The 2007 Global Services 100 Companies ............ 26
The 2006 Global Services 100 Companies ............ 28
S. Ramadorai, CEO
Lynn Blodgett, CEO
Gordon Brooks, CEO
Pramod Bhasin, CEO
David F. Dougherty, CEO
The gateway to the global sourcing of IT and BPO services
Content
David Garner, CEO
Dr. Jiren Liu, CEO
Dmitry Loschinin, CEO
Claudio Muruzabal, CEO
Vineet Nayar, CEO
2009-GlobalServices 100www.globalservicesmedia.com 3
EDITOR’S NOTE
The 2009 Global ServiceS 100
That many of the turbulent events in global economy unfold-ed in 2008 made this year’s Global Services 100 survey an interesting exercise. The year 2008 was not particularly bad for the global services industry, an industry that experiences
a lagging economic impact because of the long decision-making cycles. The industry did exhibit enormous latency for a good part of the year. It was only toward the end of the year that deal flows actually slowed.
Service providers started tightening up on costs after the first quar-ter but planned investments continued. By the third quarter, companies started to “conserve” resources even as the inclement economic weather posed many challenges like credit crunch, volatility, currency crisis and such. We could see many of these aspects in a very manifest manner dur-ing the survey. Through the year, our various interactions with the service provider community gave us a very good sense of the challenges faced and how individual companies responded.
During a period of economic boom, such a survey as the Global Servic-es 100, looks at how well the companies took advantage of the tailwinds. During a period of economic slowdown, the survey looks at how well the company met the headwinds. So, who won?
Companies such as TCS, Symphony, and ACS in IT services; Genpact, Sitel, Convergys in BPO; Luxoft, Neoris and Neusoft in emerging geogra-phies; and HCL in human capital development made the charts. It does not mean that the others achieved any less. In fact, there are numerous pockets of excellence in the global services industry that is beyond the scope of such a macro industry survey. Most of the categories we had this year was hotly contested and deciding the winner was a challenge.
Global Services and neoIT would like to thank all the companies who opted to participate in this year’s survey. And congratulations once again to all the companies who made it to the 2009 Global Services 100 and Top 10 across the eleven categories. GS
2009-GlobalServices 100 www.globalservicesmedia.com4
Special Report
1Best Performers in: IT services, infrastructure services, outsourced product development (OPD), BPO, FAO, HRO, contact center, Asia (excluding India), Eastern Europe, Latin America and Human Capital Development
THE BEST
The celebration goes on with
GloBal SErvicE ProvidErS
Weathering a Downturn
The Global ServiceS 100
2009-GlobalServices 100www.globalservicesmedia.com 5
Special Report
1Best Performers in: IT services, infrastructure services, outsourced product development (OPD), BPO, FAO, HRO, contact center, Asia (excluding India), Eastern Europe, Latin America and Human Capital Development
THE BEST
The celebration goes on with
GloBal SErvicE ProvidErS
Weathering a Downturn
The Global ServiceS 100
2009-GlobalServices 100 www.globalservicesmedia.com6
Special Report
The Global Influence and SpreadU.S. and India lead the distribution of the Global Ser-
vices 100 companies in terms of where they are headquar-tered: 44 companies in the U.S. and 31 in India, account-ing for three-fourths of the list. But a closer look reveals that amongst companies headquartered in the U.S., many of them owe their heritage to either India, Eastern Eu-rope, China or Latin America in that they have strong de-livery capabilities in these respective locations. That is, the spread of emerging global services companies is not polarized toward the U.S. — though India leads the num-bers, the other regions or countries have a fair share that is increasing.
In terms of customer locations, of all the companies in the Global Services 100 survey, the U.S. definitely leads with 95 percent of the companies having a U.S. customer, closely followed by Western Europe where
84 percent of the companies have customers. The nar-row gap between the U.S. and Western Europe signifies
24
3144
514
Western Europe
IndiaU.S.
Latin AmericaAsia (excluding India)
Eastern Europe
Global Services 100Distribution (%)
Corporate Customer Locations (%)
Source: Global Services and neoIT, 2009 Global Services 100 Study
Source: Global Services and neoIT, 2009 Global Services 100 Study
Africa 18
42Australia
54Canada
27China
52India
84Western Europe/UK
32Eastern Europe
29South America/Mexico
95United States
8Middle East
18APAC (Other than India & China)
36Japan
2008 was an unusual year. Business concerns such as recession and currency
fluctuation became the highlights of the last two quarters. Hence, sourcing
activities slowed down; consolidations happened in unexpected ways; leading
providers posted losses like never before. In all, the outsourcing world took a
new shape. Many such trends are tapped in 2009 Global Services 100 survey
conducted by Global Services in conjunction with neoIT, an advisory firm. A
look at the survey findings
By Ed Nair, GloBal SErvicES, aNd SumEEt SalwaN, Neoit
2009-GlobalServices 100www.globalservicesmedia.com 7
Special Report
the geo-led diversification strategies of companies, and the opening up of Western Europe to global sourcing. An interesting finding here is that India and China with 52 and 27 percent respectively point toward the po-tential and uptake for IT services and BPO in domes-tic markets, again borne out of the need to diversify away from locations like the U.S. and Europe. For one, the domestic markets in these countries are maturing but an even stronger and tactical reason is that these markets protect the companies from dollar-related cur-rency fluctuations.
In terms of presence of full-time employees engaged in service delivery, the Global Services 100 participants reveal the most impressive story. The companies have presence across 31 countries in the world covering all the regions. This factor makes the Global Services 100 com-panies truly global in terms of their reach and capability to deliver.
A healthy spread of delivery locations in Latin America, Eastern Europe and Asia suggests a geographically distrib-uted delivery model adopted by the 2009 Global Services 100 companies.
Service-mix and Client-mixWithin IT services, application development and main-tenance and package implementation are the the two service lines that have a service provider concentration. Infrastructure management under the managed services model is seen to be a growth area with many vendors now doing it from remote locations albeit most of them concentrating on one or two of the pieces of the solu-tion like IT helpdesk or network management. The large IT-services firms straddle across all the service areas but many of the Global Services 100 providers pursue finer niches like Outsourced Product Development (OPD) and engineering services.
BPO activity related to customer care, which includes voice-based customer-support services continues to lead the BPO area. But financial process related work (which includes mere accounting support to management and optimization of financial functions) is rapidly evolving as a service offering.
Industry-specific BPO and knowledge processing con-tinue to evolve as strong niches that the Global Services 100 companies are pursuing.
Large customers continue to be the mainstay of the Global Services 100 companies, and this trend contin-ues undisturbed since the last three years. In fact, in some cases, the trend has intensified. Seventy one per-cent of the companies in 2008 had more than 50 per-cent of their revenues coming in from large customers compared to 67 percent in 2006. Fifty three percent companies had between 10 to 30 percent of business
Global Services 100 Providers’ Reach (%)
APAC
Australia16
China
India
Indonesia
Japan
Malaysia
Philippines
Singapore
Sri Lanka
Vietnam
26
56
3
10
12
17
22
3
3
Belarus
Bulgaria
Czech Republic
Hungary
Poland
Romania
Russia
Slovakia
Ukraine
3
3
5
6
7
5
9
3
6
Egypt
South Africa
2
6
U.S.
Canada
66
24
Argentina
Brazil
Chile
Costa Rica
Mexico
12
11
10
3
16
Germany
Northern Ireland
U.K.
Ireland
21
3
36
8
East
ern
Euro
peEM
EANo
rth
Amer
ica
Latin
Am
eric
aW
este
rn E
urop
e
Source: Global Services and neoIT, 2009 Global Services 100 Study
2009-GlobalServices 100 www.globalservicesmedia.com8
Special Report
We acquired a service provider 30
4We merged with a service provider
11We acquired a consulting firm
1We were acquired by a service provider, private equity or consulting firm
12We received an investment by a private equity or venture capital firm
10We spun off a new company
~0We launched an initial public offering (went public)
61
% of BPO service offered by providers
Providers’ critical business concerns (%)
M&As in the last 12 months (%)
F&A 30
20
35
16
26
21
HR
Customer care
Procurement
Research
Others
Ability to scale operations 37
40
14
12
38
68
14
31
Attrition (turnover) rates
Taxes or tariff law changes in provider's home country
Disaster recovery/business continuity
Salary appreciation
Currency fluctuation
Political instability
Finding workers with requisite language skills
Source: Global Services and neoIT, 2009 Global Services 100 Study
Source: Global Services and neoIT, 2009 Global Services 100 Study
% of IT services offered by providers
ADM (93) 61
40Package implementation (61)
22Engg. Services (46)
26OPD (40)
35Infra (53)
28Other IT (43)Source: Global Services and neoIT, 2009 Global Services 100 Study
Source: Global Services and neoIT, 2009 Global Services 100 Study
2009-GlobalServices 100www.globalservicesmedia.com 9
Special Report
coming in from mid-size companies, a slight rise seen in the last three years. Small companies still are not amenable to global outsourcing services as evidenced by more than two-thirds of the companies getting less than 10 percent of their revenues from small compa-nies.
Supply-side DynamicsMore than two-thirds of the service providers cite
currency fluctuations as their major area of concern during the year. Understandably, this is so because the dollar had appreciated against most other currencies during the year which adversely affects the cost struc-ture of many non-U.S. companies. Currency fluctua-tions have been severe enough to adversely affect the fi-nancial statements of companies. For instance, Infosys, one of the IT and BPO services leaders, posted a forex loss of $41 million due to heading at mark-to-market value rate when the rupee depreciated to Rs 48.71. That is the reason that the company has brought down its hedging amount in the forex market to $576 mil-lion to minimize the risk of currency rate fluctuation in H1 ’09. In fact, another major Indian service provider, TCS, which reported 18 percent decrease in net in-
come, attributes the loss to $51.4 million forex loss. In the cases of some companies, the foreign exchange hedges have gone wrong.
Low valuations have driven the M&A trend in the industry during the year 2008. Large acquisitions like the $505 million TCS-Citi deal (in Oct. ’08), the $127 million Wipro-CTS deal (in Dec. ’08), the $800 million HCL-Axon acquisition deal (in Sept. ’08), the $400 mil-lion Capgemini-Getronics deal, and finally, the HP-EDS merger happened in H2 ’08 across the globe.
While it may be premature to call that the trend of bundled IT and BPO services went mainstream this year, there was lot of action for sure. Nearly two-thirds of the companies surveyed in Global Services 100 reported that customers were increasingly seeking bundled IT and BPO services. Strictly speaking, the trend covers a gamut of possibilities ranging from customers seeking the same service providers for IT and BPO services to an advanced integrated IT and operations scenario. Other variations of this trend like platform BPO has also been gaining strength, especially driven by BPO arms of IT-services companies like Infosys BPO. GS
With additional input from Govind Maheshwari, neoIT
and Namita Goel, Global Services.
Customers seeking bundled IT and BPO services (%)
Revenue from small, mid and large customers (%)
2008
2007
2006
2008
2007
2006
2008
2007
2006
Small
Mid
Large
69 31 11 8 3
31 9 11 4
34 11 10 5
71
59
80 to 10050 to 8030 to 5010 to 300 to 10
29 53 19 16 1
33
35
48 24 12 1
48 19 14
14 19 16 41
18
21
16 12 46
16 13 39
30
27
28
Yes, more thanthe last year
Yes, same as the last year
Does notapply to us
No
61
21
12
32
Source: Global Services and neoIT, 2009 Global Services 100 Study
Source: Global Services and neoIT, 2009 Global Services 100 Study
2009-GlobalServices 100 www.globalservicesmedia.com10
Special Report
Hundreds of global IT and BPO service
providers were invited to participate
in this year’s Global Services 100
survey. As was expected, the response this
year again was overwhelming. Service pro-
viders from 19 countries, with delivery cen-
ters across 31 countries, comprised the list
of participants.
Functionally, these providers cover a
range of services across IT services includ-
ing IT application services, infrastructure
services, product development and BPO
services including finance
and accounting, human
resource management
and contact centers.
The top 100 list and the
ranks in the 10 categories are
based on a scientific methodol-
ogy which we have consistently im-
proved upon over the last few years.
Broadly, we evaluated responses on four pa-
rameters:
• Size (revenue, employee strength, global
delivery capability, and such)
• Customers (customer base, client refer
ences and case studies, average contract
size, and such)
• Skills (depth and breadth of offerings, de-
livery capability, quality initiatives, indus-
try verticals covered, and such)
• Employee Factors (attrition, training initia-
tives, investment in employee retention,
and such)
A weighted scoring scheme was used to
rate each question. For each category, dif-
ferent weights were assigned to bring out
specific supplier strengths and capabili-
ties relevant to the category. The scoring
scheme was designed by a panel comprising
of Global Services
and neoIT team.
Care was taken
to ensure that
all service provid-
ers (global, niche or
regional) were given a level
playing field. For a revenue based
question, for example, if the scor-
ing scheme gave weight to higher
revenue, small or niche companies
pared this disadvantage by scoring
high on better growth rates.
At each stage, Global Services
and neoIT experts validated the data re-
ceived. During this exercise, we found that
some companies that would otherwise have
gotten a high ranking did not make it to the
category lists because they had sent incom-
plete information. Capgemini, for example,
is one company that would have certainly
qualified in the “Top 10 IT Services” provid-
ers list, but did not only because their survey
response was incomplete. We would like to
highlight that companies such as Accenture,
Cognizant and IBM do not figure in the top
100 list because they did not participate in
this year’s survey. Finally, Satyam has been
excluded from this year’s list, as a result of
the recent accounting fraud. GS
GS 100 Methodology
2009-GlobalServices 100www.globalservicesmedia.com 11
Special Report
2009
anopportunity
for 2009Global Services 100
companiesGlobal Services offers an opportunity to all 2009 Global Services 100 companies to highlight their key offerings in a special showcase. The Showcase will provide a platform to the enlisted companies to exhibit their excellence in the way they run operations, address client needs, manage client relationships and human capital.
Partnership Options
n Category Sponsorship
n New Entarants Showcase
n Winners Arcade
n Exclusive Communication Campaign
n Custom Program
For more details, contact Satish Gupta [email protected]
GLOBAL SERVICES
SHOWCASE100100
POWER YOUR BRAND
2009-GlobalServices 100 www.globalservicesmedia.com12
The 2009 Global Services 100 CompaniesCompany CEO URL
24/7 Customer P. V. Kannan www.247customer.com
Achievo Robert P. Lee www.achievo.com
Affiliated Computer Services (ACS) Lynn Blodgett www.acs-inc.com
Aditya Birla Minacs Worldwide Deepak J. Patel www.minacs.adityabirla.com
AppLabs Makarand Teje www.applabs.com
Aricent Sudip Nandy www.aricent.com
Beyondsoft Group Ben Wang www.beyondsoft.com
Birlasoft J. Ramachandran www.birlasoft.com
BlueAlly Vijay Tanamala www.blueally.com
Cambridge Solutions Christopher Sinclair www.cambridgeworldwide.com
Capgemini Paul Hermelin www.capgemini.com
CGI Group Michael E. Roach www.cgi.com
Collabera Hiten Patel www.collabera.com
Computer Sciences Corporation (CSC) Michael W. Laphen www.csc.com
Convergys David F. Dougherty www.convergys.com
Corbus Rajesh K. Soin www.corbus.com
Cybage Software Arun Nathani www.cybage.com
e4e Somshankar Das www.e4e.com
EA Consulting Chin King Wong www.ea-inc.com
EPAM Systems Arkadiy Dobkin www.epam.com
ePerformax Contact Centers & BPO Teresa Hartsaw www.eperformax.com
Etech Matt Rocco www.etechinc.com
eTelecare Global Solutions John Harris www.etelecare.com
Exigen Services Alec Miloslavsky www.exigenservices.com
Exl Service Rohit Kapoor www.exlservice.com
Firstsource Ananda Mukerji www.firstsource.com
Genpact Pramod Bhasin www.genpact.com
Globerian Naveen Trehan www.globerian.com
GlobalLogic Peter Harrison www.globallogic.com
Grupo ASSA Roberto Wagmaister www.grupoassa.com
HCL Technologies Vineet Nayar www.hcltech.com
Headstrong Arjun Malhotra www.headstrong.com
HeroITES David Turner www.heroites.com
Hexaware Technologies P. Chandrasekar www.hexaware.com
Hildebrando Diego Zavala www.hildebrando.com
hiSoft Technology International Loh Tiakkoon www.hisoft.com
HOV Services Suresh Yannamani www.hovservices.com
HTC Global Services Madhava Reddy www.htcinc.com
Hinduja TMT Global Solutions Partha De Sarkar www.htmtglobal.com
IBA Group Sergei Levteev www.iba-it-group.com
ICT Group John J. Brennan www.ictgroup.com
iGATE Phaneesh Murthy www.igate.com
Indecomm Global Services Naresh Ponnapa www.indecommglobal.com
Infogain Kapil Nanda www.infogain.com
Infosys Technologies S. Gopalakrishnan www.infosys.com
Innodata Isogen Jack S. Abuhoff www.innodata-isogen.com
Insigma Technology Shi Lie www.insigma.com.cn
Intelenet Global Services Susir Kumar www.intelenetglobal.com
InterGlobe Technologies Vipul Doshi www.igt.in
Intetics Boris Kontsevoi www.intetics.com
Special Report
2009-GlobalServices 100www.globalservicesmedia.com 13
Company CEO URL
ITC Infotech India Sanjiv Puri www.itcinfotech.com
Itransition Group Sergey Gvardeitsev www.itransition.com
Kompakar Dr. Ir. Ahmad Fikri Hussein www.kompakar.com
KPIT Cummins Infosystems Kishor Patil www.kpitcummins.com
Larsen & Toubro Infotech Sudip Banerjee www.lntinfotech.com
Lionbridge Technologies Rory Cowan www.lionbridge.com
Luxoft Dmitry Loschinin www.luxoft.com
Mascon Global Sandy Chandra www.mgl.com
Mastek Sudhakar Ram www.mastek.com
Mera Networks Dmitry Ponomarev www.meranetworks.com
Microland Pradeep Kar www.microland.com
Mindteck Pankaj Agarwal www.mindteck.com
MindTree Consulting Ashok Soota www.mindtree.com
MphasiS Jeya Kumar www.MphasiS.com
NCO Group Michael Barrist www.ncogroup.com
Neilsoft Ketan Bakshi www.neilsoft.com
Neoris Claudio Muruzábal www.neoris.com
Ness Technologies Sachi Gerlitz www.ness.com
Neusoft Dr. Jiren Liu www.neusoft.com
NIIT Technologies Arvind Thakur www.niit-tech.com
Ocwen Financial William C. Erbey www.ocwen.com
Outsource Partners International (OPI) Clarence T. Schmitz www.opiglobal.com
Patni Computer Systems Narendra K. Patni www.patni.com
Polaris Software Lab Arun Jain www.polaris.co.in
Politec Global IT Services Helio Oliveira www.politec.com
QuEST Ajit A. Prabhu www.quest-global.com
Quintec Soluciones Cristábal Vergara www.quintec.cl
RCG Information Technology Robert Simplot www.rcgit.com
Reksoft Alexander Egorov www.reksoft.com
SafeSoft International Brian You www.safesoftinc.com
Scicom Leo Ariyanayakam www.scicom-intl.com
Sitel David Garner www.sitel.com
SONDA Raúl Véjar Olea www.sonda.com
SPi Technologies Peter Maquera www.spi-bpo.com
Stream Global Services R. Scott Murray www.stream.com
Sutherland Global Services Dilip R. Vellodi www.suth.com
Symphony BPO Solutions Jack Cantillon www.symphony.com.my
Symphony Services Gordon Brooks www.symphonysv.com
Synapsis Leonardo Covalschi www.synapsis-it.com
Syntel Bharat Desai www.syntelinc.com
Tata Consultancy Services (TCS) S. Ramadorai www.tcs.com
Teledirect Laurent Junique www.teledirect.com.sg
TELUS International Jeff Pruitt www.TELUSInternational.com
Unisys J. Edward Coleman www.unisys.com
UST Global Sajan Pillai www.ust-global.com
VanceInfo Technologies Chris Chen www.vanceinfo.com
vCustomer Sanjay Kumar www.vcustomer.com
Virtusa Kris Canekeratne www.virtusa.com
Wipro Technologies Suresh Vaswani and Girish Paranjpe www.wipro.com
WNS Global Services Neeraj Bhargava www.wns.com
Note: Some companies such as IBM, Accenture, Cognizant and Softtek amongst others did not respond to the survey because they could not reveal the extent of
information required by us in the survey. Hence, they don’t feature in this list. Source: Global Services and neoIT, 2009 Global Services 100 Study
The list has been arranged in alphabetical order.
Special Report
2009-GlobalServices 100 www.globalservicesmedia.com14
Special Report
S TT SA
Best Performing IT Service Provider
CEO: S. Ramadorai
Skill set (top 3): Application mainte-
nance and development, infrastructure
services, engineering services
Verticals (top 3 by revenue): Aviation,
automotive, BFSI, telecom, healthcare,
transportation
Customers: Ducati, Merrill, Qantas, Min-
istry of External Affairs (India)
Delivery centers (top 5): India, China,
U.K., Morocco, Latin America
Employees: 111,407
Revenue (est. 2008): $5,600 million
Year founded: 1968
Website: www.tcs.com
Top 10 Service Providers: IT Services
1. Tata Consultancy Services (TCS)
2. Infosys Technologies
3. HCL Technologies
4. Computer Sciences Corporation
(CSC)
5. L&T Infotech
6. Wipro Technologies
7. EPAM Systems
8. Patni Computer Systems
9. Neusoft
10. Collabera
TaTa ConsulTanCy serviCes (TCs)By Namita Goel
“In a challenging market, TCS remained focused on execution discipline and kept pricing stable and therefore, managed to grow profitably along with margin improvement,” said N. Chandrasekaran, Chief Operating Officer at the announcement of Q3 results. The company suffered from
a fall in dollar denominated revenues but experienced growth in absolute terms along with significant improvement in performance metrics.
“We have added over 30,400 people in the first nine months which is in line with our hiring plans for the financial year. Our retention rates for both IT ser-vices and BPO have shown significant improvement in the current quarter. We continue to focus on improving utilization rates and employee productivity,” said Ajoy Mukherjee, Vice President and Head, Global Human Resources, TCS.
In terms of markets, North America appeared to be stabilizing for TCS while its European business grew despite sluggish market. Despite weak economic out-look, Latin America registered very strong demand, from both local companies and multinationals seeking GNDM capability while Asia Pacific and Middle East remained volatile.
The year saw TCS cut many large deals in the face of the weakening economy. The company signed 35 other large deals and adding around 92 new clients in its existing list.
In April 2008, S. Ramadorai, CEO of TCS had revealed that they are investing in developing infrastructure in 11 different Indian cities adding almost 30,000 seats for the year 2009. However, taking an update on those plans after the mis-haps that happened later in the year, “We are likely to experience delays in ramp ups as well as in the decision-making and all our focus on building for the future would be around building efficiencies and looking at the future and investing for the future on people and some of the assets which we create,” said Ramadorai in January this year.
Application Development and Maintenance continues to contribute sig-nificantly to the chunk of TCS’ revenue (approximately 49 percent of rev-enues). Moreover, the company is looking toward strengthening its infra-structure and OPD capabilities, which contribute 20 percent in terms of revenue growth.
The companies attrition rate has fallen down to a great extent and the company attributes this to its expertise in talent man-agement and retention. Maintaining its steady growth, TCS is hopeful that the things will change in second half of 2009. “It has been a tough environment but TCS has a very healthy deal pipeline and we need to ensure closure of these deals,” states Chan-drasekaran. Adding to this, “When we come to 2009 and what we see ahead, we are con-fident about the growth prospects based on momentum and the capacity and capability building, but we will continue to be watchful about the external environment especially in the U.S.,” concludes Ramadorai. GS
S. Ramadorai, CEOTata Consultancy Services (TCS)
North America
appeared to be
stabilizing for TCS
while its European
business grew despite
sluggish market
source: Global services
source: Global services and neoiT, 2009 Global services 100 study
2009-GlobalServices 100www.globalservicesmedia.com 15
Special Report
In 2008, ACS expanded
its ITO business into
Europe, acquiring
companies in the U.K.
and in Germany
Best Performing Infrastructure Services Provider
affiliaTed CompuTer serviCes
By pratiBha verma
ACS strengthened its IT Outsourcing (ITO) presence globally by pro-viding infrastructure services like network services, storage, desk operations, midrange, security, mainframe and desktop support. Employing around 70,000 people all over the world, this company
earned the revenue of $6.4 billion in 2008 wherein ITO represents approximately 25 percent of ACS’ revenue. ACS also sees significant opportunity in Europe. In 2008, ACS expanded its ITO business into Europe, acquiring companies in the U.K. and in Germany to enhance its global capabilities.
Having seen no impact of global slowdown, its President and CEO Lynn Blodgett says, “ACS has a recession resistant model that performed well again this year. We delivered strong performance in revenue, earnings, cash flow and bookings. We are proactively managing the business to take advantage of oppor-tunities in this market and undertaking several initiatives to increase resiliency of our business.”
New business signings for the fiscal year-to-date period were an estimated $1.6 billion of total contract value, which was 20 percent increase over the prior comparable period. From a service-line perspective, ITO generated 14 percent of new business signings. Company’s new business signings for the fiscal year-to-date period were $405 million of annual recurring revenue.
Citing Ingersoll Rand’s 10-year renewal deal as unusual, ACS is confident about its Remote Infrastructure Management (RIM) services and hopes to get more contracts in near future. Other recent renewals were Ingram Micro and The Queen’s Health System.
Believing that there is clearly an opportunity in the current economy to re-duce costs in outsourcing space, the company offers multiple innovative solu-tions to help customers reduce IT budgets, such as virtualizing customers’ server environments or consolidating their data centers into pooled environments.
The company recognizes that incremental RIM or just moving workloads to low-cost labor locations has reached the point of diminishing returns and mini-mal differentiation. For many years ACS has been investing in automation and the reduction or elimination of human interaction within the RIM environment.
“In addition to speeding resolution, an automated RIM environment identifies the types of incidents that occur so that they can be addressed proactively by eliminating the incident altogether. Using quality assur-ance tools, like a Pareto chart our engineers easily see the most common incidents for a customer and research the root cause. For example, if a particular client is continually experiencing backup issues, the problem may be inadequate C drive space — some-thing that could be remedied by a server re-configuration. Instead of spending time writ-ing tickets, skilled personnel now can focus efforts on continued automation and rem-edying points of pain,” says ACS Technology Innovation for the IT Outsourcing Business Vice President Nagesh Kunamneni. GS
S TT SACEO: Lynn Blodgett
Skill set (top 3): Back-office processing, human resources, infrastructure hosting
Verticals: Communication Providers, Financial Services Organization, Health-care, Higher Education Institutions, Insurance Companies, Manufacturers, Retailers, Transportation: Shipping & Lo-gistics, Travel Providers, Administration and Finance, Environment Federal (U.S.), Healthcare, Human Services, Public Safety & Justice, Transportation
Customers: The Queen’s Health System, Ingram Micro, Ingersoll Rand, Nike
Delivery centers (top 5): U.S., India, Malaysia, Mexico, Spain, Jamaica
Employees: 70,000+
Revenues (est. 2008): $6,400 million
Year founded: 1988
Website: www.acs-inc.comsource: Global services
source: Global services and neoiT, 2009 Global services 100 study
Top 10 Service Providers: IT Infrastructure
1 Affiliated Computer Services (ACS)
2 HCL Technologies
3 Wipro Technologies
4 Tata Consultancy Services (TCS)
5 Unisys
6 Infosys Technologies
7 Patni Computer Systems
8 CGI Group
9 MphasiS
10 Microland
Lynn Blodgett, CEO,Affiliated Computer Services (ACS)
2009-GlobalServices 100 www.globalservicesmedia.com16
Special Report
S TT SA
Best Performing Outsourced Product Development Company
CEO: Gordon Brooks
Skill set (top 3): outsourced product development, application testing, process expertise
Verticals: ISVs, Storage & Informa-tion Lifecycle Management, Systems Management, Telecom, Embedded, Medi-cal Devices, e-Commerce, Information Service Providers, Travel
Customers: Oracle, Attachmate/NetIQ, Lawson, Misys, Iron Mountain, NetApp, Motorola, Avaya, IRI, Concur
Delivery centers : India, U.S., Beijing
Employees: 4,000
Revenue (est. 2008): $200 million
Year founded: 2002
Website: www.symphonysv.com
Top 10 Service Providers: OPD
1 Symphony Services
2 EPAM Systems
3 Luxoft
4 Ness Technologies
5 HCL Technologies
6 GlobalLogic
7 Exigen Services
8 L&T Infotech
9 MindTree
10 Mera Networks
symphony serviCesBy pratiBha verma
It was Symphony Services’ positive and multi-disciplinary approach to boost R&D performance and incorporate innovation across the product and ser-vice development lifecycle, which not only helped it expand its abilities in the garb of recession, but also earned it this year’s best OPD player award
by Global Services and neoIT.Citing downturn as the ideal time for investment rather than retrenchment,
President and CEO, Symphony Services Gordon Brooks says, “In a downturn, funds are limited, so if a company is trying to expand its capabilities to bring new products to market and improve quality, the company would be able to do it more efficiently rather than simply throwing more money at the problem.”
Symphony Services provides end-to-end R&D outsourcing capabilities from testing and Q&A to product-line management to support and remote infrastruc-ture management. It delivers over 1,000 releases per year.
With 37 new customers so far in 2008 and 41 percent year-over-year revenue growth, Symphony Services claims that it is building for its future. Symphony is introducing new services like application-management services which would en-able ISVs to offer hosted and managed services options to its customers.
The company is planning a move into the design of physical products, leverag-ing CAD/CAM, electrical and mechanical design, and fluid mechanics. “These de-velopments contribute to excitement for 2009, which we anticipate will be another breakthrough year despite the downturn in the global economy,” adds Brooks.
With 4,000 employees in India, U.S. and Beijing, the company is optimistic about strong growth in 2009. “There’s no doubt that 2009 will be a challenging year for everyone. Nobody harbors expectations of more than 40 percent growth this year. But we do expect strong growth nonetheless. In the dialogue we see that many of our customers may take more aggressive stances with their offshor-ing and outsourcing initiatives to reduce net R&D spend while maintaining, and perhaps increasing, market momentum,” he says.
Having been not directly involved in the ITO market, Symphony’s average contract value for ITO fell significantly. “We believe the majority of the reduc-tion in scope and renegotiation of rates across the industry, were primarily a function of the economic downturn. Since budgets have been more established
now, we have actually seen contracts get-ting much bigger and transformational in nature,” he adds.
Apart from the expansion, Symphony Services also saw some mild effects of the economic crises. Brooks says, “Back in the fall, we saw some prospects take a step back and try to understand how it was go-ing to impact them and how they may have to adjust their objectives and the strate-gies to achieve them. Since late November [2008] we’ve seen that many companies taking an even more aggressive posture with offshoring and outsourcing to im-prove the effectiveness and efficiency of their R&D operations.” GS
Symphony is planning
a move into the design
of physical products,
leveraging CAD/
CAM, electrical and
mechanical design and
fluid mechanics
source: Global services
source: Global services and neoiT, 2009 Global services 100 study
Gordon Brooks, CEO,Symphony Services
2009-GlobalServices 100www.globalservicesmedia.com 17
Special Report
S TT SACEO: Pramod Bhasin
Skill set (top 3): Finance & Accounting, Insurance, Analytics, Software
Verticals (top 3 by revenue): Banking, Financial services & Insurance, Manufacturing and others
Customers: GE, Wachovia, Cadbury-Schweppes, GlaxoSmithKline, Kimberly-Clark, Hyatt, others
Delivery centers (top 5): Delhi NCR (India), Hyderabad (India), Dalian (China)
Employees: 36,200 (31st December 2008)
Revenues (est. 2008): $1,040 million
Year founded: 1997
Website: www.genpact.com
Top 10 Service Providers: BPO
1. Genpact
2. WNS Global Services
3. Sitel Worldwide
4. Aditya Birla Minacs Worldwide
5. Convergys
6. Firstsource Solutions
7. Sutherland Global Services
8. EXL Service
9. 24/7 Customer
10. SPi Technologies
Best Performering BPO & FAO Service Provider
GenpaCT By imraNa KhaN
Genpact, the only Global Services 100 company that won two catego-ries: Best Performing FAO Service Provider and Best Performing BPO Service Provider, started the year 2008 with a bang. The company celebrated the New Year with an FAO agreement in hand.
Year 2008 was great for Genpact despite the gloom and doom of the economy. Even the lackluster fourth quarter was productive for Genpact with five new cus-tomers getting added to its client roster. Invensys, Ceridian, Hyatt Shared Servic-es Center, are a few of those customers that selected Genpact as a partner during the first three quarters of the last year.
“The things which make us stand out as a BPO player are: Processes expertise to provide end-to-end services across various industries, ability to drive business value by leveraging our technological and analytical capabilities, and operational excellence driven by Six Sigma, Lean and re-engineering,” said Pramod Bhasin, CEO, Genpact.
The company sees this recessionary environment as a platform for new op-portunities. “This is the right time to acquire talent, especially in the U.S. and the U.K., and I would like to shift my focus there,” said Pramod. Of the total 36,200 full-time employees at Genpact (as of Dec. ’08), most are seated in the region of Asia Pacific (India, China and the Philippines). “The market is tougher than ever before. However, opportunities for providers like us are no less. In fact, we have been noticing double digit growth; and it’s going to grow,” added Bhasin.
“The biggest benefit that we get is when we partner with those customers who expect us to drive business value for their business capabilities,” said Tiger Tyagarajan, COO, Genpact while reacting over the win. But “the journey is not complete. For large corporations, there is always a large scale to be tapped.”
Interestingly, Genpact’s process capabilities range from FAO, BPO to ITO ser-vices, of which BPO and FAO are the areas that the industry is aware of. “[it’s] because of our heritage. We started as a BPO company, and we started offering BPO services first, and then we added IT as a separate business. So it’s because we also had a very strong linkage to Lean and Six Sigma — people associate those as processes. Also, 80 percent of our business is process and analytics, and the rest is IT. So when you have a combination of history where you started with
what you were known for and, of course, the size, people associate with you that way,” said Tiger.
“When our customers look at our IT capabilities and when they mix it with our processes, those bonds are very strong. These are the customers whose previous engagements [with other providers] failed. And, they failed because their team didn’t know how to implement IT and processes. And when we offer them such clubbed ser-vices, which they didn’t get previously, that experience is great,” said Tiger when asked about the company’s future wins in the ITO category of Global Services 100. Tiger adds,“We’ll get there one day.” GS
Pramod Bhasin, CEOGenpact source: Global services
source: Global services and neoiT, 2009 Global services 100 study
Top 10 Service Providers: FAO
1. Genpact
2. WNS Global Services
3. Affiliated Computer Services (ACS)
4. Outsource Partners International
5. Infosys Technologies
6. Ocwen Financial Corporation
7. MphasiS
8. Cambridge Solutions
9. Wipro Technologies
10. HOV Services
2009-GlobalServices 100 www.globalservicesmedia.com18
Special Report
S TT SA
Best Performering HRO Service Provider
CEO: David F. Dougherty
Skill set (top 3): Project management, finance and accounting, staffing / sub-contracting
Verticals (top 3 by revenue): Banking and financial services, telecommunica-tion, technology
Customers: Vivo, Virgin Media, AIS, British Telecom, Brasil Telecom, Comcast AT&T
Delivery centers (top 3): India, North America and the Philippines
Employees: 75,000
Revenues (est. 2008): $2,800 million
Year founded: 1998
Website: www.convergys.com
Top 5 Service Providers: HRO
1. Convergys
2. Affiliated Computer Services (ACS)
3. Tata Consultancy Services (TCS)
4. Wipro Technologies
5. Cambridge Solutions
ConverGysBy imraNa KhaN
Convergys, the winner of the HRO category is a new entrant into the the 2009 Global Services 100 survey, and it managed to sweep away the HRO category. None of the last year’s winners feature in the 2009 list. This year’s list is completely fresh!
Repeated contract renewals without the bid process is one of Convergys’ big-gest traits. It is testimony to the company’s leadership in this area. In 2008, Con-vergys renewed an HRO contract with a global technology firm, a world leader in management services and a significant state government entity.
However, last year Convergys also witnessed the termination of its one of the biggest HRO deals with Starbucks. The customer canceled the deal due to its own in-house issues. But the deal termination affected Convergys to some extent.
Despite such loss and the impact of global recession, the company started re-covering in the last quarter of 2008. Convergys’ revenues grew from $676 million in Q3 ’08 to $704 million in Q4 ’08. However, Q4 ’08 revenues is lower than what the company had posted in previous year’s third quarter — $714 million.
Still, the challenges are no less in the months to come. However, Convergy’s three-dimensional capability — skilled people (over 75,000 employees across the world), vast processes (HR offerings include recruiting and resourcing, com-pensation, HR administration, payroll, benefits, performance management and learning, workforce intelligence and enabling services) and delivery network (Convergys’ integrated HR service centers located in Jacksonville, Florida; São Paulo, Brazil; and Kuala Lumpur, Malaysia) — is able to derive business value for its global HRO customers.
“We leverage our 72 customer service centers and 12 employee service centers to cater to our customers, and also support employee relationships in 70 coun-tries and in 35 languages. Our model uniquely optimizes regional service-center efficiencies while supporting local (and native) languages, cultures, norms, rules and regulations. At the same time, our expertise in SAP-based HR solutions and our partnership with SAP permits us to influence platform decisions and deliver increased benefits to our clients. Convergys has expertise in PeopleSoft Oracle-based HR Solutions. And these are the things that differentiates us from others,” said David F. Dougherty, CEO, Convergys.
While many HR service providers’ offer-ings are still restricted to payroll, HR adminis-tration and benefits, Convergys’ services have grown beyond to learning, resourcing and many other HR management services. In fact, 2009 has just begun and the company has an-nounced its big achievement. It implemented on-time “go-live” HR management services for its Fortune 50 customer. It took place in multiple languages in Latin America, North America and Asia Pacific. Convergys used its “transform-then-transfer” approach to rede-sign the customer’s global HR processes then implemented an integrated, SAP HRIS plat-form including corresponding manager and employee self-service portal. GS
David F. Dougherty, CEOConvergys
Repeated contract
renewals without
the bid process is
one of Convergys’
biggest traits
source: Global services
source: Global services and neoiT, 2009 Global services 100 study
2009-GlobalServices 100www.globalservicesmedia.com 19
Special Report
Top 10 Service Providers: Contact Center
1 Sitel Worldwide
2 Convergys
3 Affiliated Computer Services (ACS)
4 NCO Group
5 Stream Global Services
6 ICT Group
7 eTelecare Global Solutions
8 Firstsource Solutions
9 HTMT Global Solutions
10 Intelenet Global Services
Best Performing Contact Center
siTel WorldWideBy imraNa KhaN
Sitel once again bagged the top slot in the category: Best Performing Con-tact Center. Interestingly, this year’s top 10 list of global contact centers has many surprises, including ACS making to the third slot from last year’s nowhere position, NCO Group jumping to the fourth position
from the last year’s 10th slot, Convergys entering into the category for the first time and making to the second position.
The winner of the category, Sitel needs no introduction as a contact center leader. The three things that make it stand out are: a) global sourcing — which is about its flexibility to source the most appropriate global talent; b) global operat-ing standards — which is about using 32 years of experience supporting 3 mil-lion customer interactions a day to deliver consistent service every day; c) global private network — which is about ensuring uninterrupted service to customers to route voice and data seamlessly throughout its 140+ global facilities.
On its capabilities to serve efficiently, one of Sitel’s customers Joann, Director Strategic Alliances, Pitney Bowes cites, “Although Sitel is a large global company, they have demonstrated that they value Pitney Bowes as a customer. From the beginning of the partnership when Pitney Bowes launched with approximately 35 agent positions in two global locations, Sitel provided the appropriate level of operational support and access into Sitel’s senior management organization. I think Sitel’s ability to meet customers at their level is one of the reasons Pitney Bowes and Sitel have been so successful together — small and then medium.”
Many such deals continue to get signed. For example, in Feb. ’09, Sitel inked a multiyear, approximately $40 million, outsourcing deal with a new customer to provide inbound customer care and other customer-service activities. The com-pany has already employed approximately 400+ associates for this project.
However, market conditions have impacted Sitel as well. “The positive impact has materialized as large new outsourcing initiatives that have been typically as-sociated with consolidations, asset reallocations and re-badged employees. Due to this, we expect to see several new companies join our roster of customers in 2009. The down side impact is realized primarily through the erosion of forecast-ed volumes. Our volume decreases are a direct reflection of dampening in new customer sales, activations, reservations, claims, product releases and account
opens,” said David Garner, CEO, Sitel. To serve customers facing the chal-
lenging economic conditions, Sitel has developed special service offerings, in-cluding a packaged offering targeted at low balance collections — this solution is optimized to profitably collect early in the process using a unique blend of in-teractive voice, live agents and non-agent assisted collections strategies.
Will the current slowdown continue to affect Sitel in 2009? “Sitel is bullish about the future. We believe we will be a significant part of our customer’s successful naviga-tion of the current economic environment and their emergence from this turmoil. GS
To serve customers
facing the challenging
economic conditions,
Sitel has developed
special service offerings,
including a packaged
offering targeted at low
balance collections
source: Global services
source: Global services and neoiT, 2009 Global services 100 study
S TT SACEO: David Garner
Skill set (top 3): Call-center manage-ment, back-office processing, vertical market expertise
Verticals (top 3 by revenue): Telecom, retail/wholesale & consumer products, software / hi-tech,
Customers: Not revealed
Delivery Centers (top 5): Manila and Baguio (Philippines), Bangalore (India), Madrid (Spain), Panama City (Panama)
Employees: 66,000
Revenue (est. 2008): $1,750 million
Year founded: 1985
Website: www.sitel.comsource: Global services
David Garner, CEO, Sitel Worldwide
2009-GlobalServices 100 www.globalservicesmedia.com20
Special Report
S TT SA
Leader in Asia (Excluding India)
CEO: Dr. Jiren Liu
Skill set (top 3): Product engineering, vertical industry solutions, application development and maintenance support
Verticals (top 3 by revenue): Telecom, healthcare, hi-tech
Customers: Motorola, Nokia, EMC, Calix, Alpine, Toshiba
Delivery centers (top 5): Shenyang, Dalian, Nanjing, Beijing, Shanghai
Employees: 15,000+
Revenues (est. 2008): $540 million
Year founded: 1991
Website: www.neusoft.com/en
Top 10 Service Providers: Asia
1 Neusoft
2 SPi Technologies
3 ICT Group
4 eTelecare Global Solutions
5 TELUS International
6 Insigma Technology
7 VanceInfo Technologies
8 Achievo
9 hiSoft Technology International
10 Kompakar
neusofTBy imraNa KhaN
This is Neusoft’s fourth consecutive win having topped this list as the leading China-based service provider.
Neusoft’s CEO, Dr. Jiren Liu, continues to stress on strategies to grow further in China and Asian markets. Neusoft in the earlier years
made its delivery network strong to withstand a recessionary environment. When the other Asian service provider were focusing on the low hanging fruits in the American and European continents to grow further, most of Neusoft’s strategies were primarily focused toward domestic and other Asian markets. Not that Neu-soft ignores the U.S. market, but the company’s strategy has always been follow-ing geographically de-risked business model.
“I think the Chinese market shall always be Neusoft’s priority. It’s a grow-ing economy, and consumer demands will bring great opportunities to IT out-sourcing services. To cope with the worldwide financial crisis, China launched a 4-trillion-Yuan stimulus package to promote domestic demand, most of which will be used to build and upgrade infrastructures. This will surely offer a lot of IT outsourcing opportunities,” stated Liu.
Besides, the company has always been focusing on the Japanese market. “We will go on and expand outsourcing services in the Japanese market, both horizon-tally and vertically. Up to now, we have set up branches in Tokyo, Osaka, Nagoya, which bring us closer to customers and enable us to offer both offshore and onsite services. Considering our customers’ demand, we will expand our human resources devoted to local development and services in Japan” he added.
In 2008, Neusoft continued a steady growth in software and service outsourc-ing, seeing a 30 percent increase in revenues. Interestingly, Business Process Out-sourcing (BPO), the area which the IT-services company jumped into just a few years ago is something the company would focus on in the years to come. With abundant talents proficient in Japanese and/or Korean, the company would full use of this advantage to develop BPO services in this area and expects to boost its BPO capabilities.
While revealing their future strategies, the Liu said, “We will invest more to build global delivery centers. In 2008, besides the established software R&D bases in Shenyang, Dalian and Beijing, we began to build more R&D bases in
Tianjin, Shanghai, Nanjing and Guangzhou and such. We will actively develop alliance and merger plans on major target markets, especially on the European, American and Japanese markets.”
Like a true leader, the company sees the period of recession as the time of seeking out for newer opportunities ahead. “In my opinion, it is necessary for companies to cut costs and gain competitiveness by outsourc-ing to survive under such economic turmoil and maintain sustainable development in the long run. So, I think 2009 presents not only big challenges but also tremendous opportunities for the software and service outsourcing industry.” GS
Dr. Jiren Liu, CEONeusoft
“... the Chinese
market shall always
be Neusoft’s priority.
It’s a growing
economy, and
consumer demands
will bring great
opportunities to IT
outsourcing services”
source: Global services
source: Global services and neoiT, 2009 Global services 100 study
2009-GlobalServices 100www.globalservicesmedia.com 21
Special Report
Top 10 Service Providers: Eastern Europe
1 Luxoft
2 EPAM Systems
3 Exigen Services
4 IBA Group
5 Reksoft
6 Mera Networks
7 SoftServe
8 DataArt
9 Itransition Group
10 Auriga
Leader in Eastern Europe
luxofTBy Namita Goel
In 2008, the acquisition of ITC Networks, a Romanian IT-services provider, helped in increasing the overall revenue to over $150 million and the num-ber of employees to more than 3,000. Besides strengthening Luxoft’s ex-pertise in the telecom industry, the acquisition brought in a customer port-
folio comprising companies such as Nortel Networks, Avaya, Trapeze Networks and others. “This acquisition is another step in Luxoft’s growth and strengthen-ing of the company’s global presence,” said Dmitry Loschinin, CEO, Luxoft. “The tremendous telecoms aptitude of the combined team, prominent EU location and shared commitment to engineering excellence will serve Luxoft, its custom-ers and ITC Networks’ customers well for years to come.”
With delivery locations across EMEA, North America, Central and Eastern Eu-rope and — since last year — Vietnam, Luxoft has made a conscious effort to provide worldwide its clientele an optimal mix of nearshore, offshore and onsite delivery models. “For 2009, we plan to develop out two delivery centers, one in Vietnam and the other one in Romania,” says Dmitry Loschinin, CEO, Luxoft.
To attract the best talent, Luxoft has tied up with universities and also pays better than most of the IT companies in Eastern Europe. Recently, Luxoft joined hands with two universities in Ho Chi Minh city, Vietnam. In addition to work-ing with universities in Vietnam, Luxoft cooperates with leading Russian and Ukrainian technical education institutions such as Moscow State University, St. Petersburg University of Information Technologies, Mechanics and Optics, Na-tional University of Ukraine (KPI), and others. It was also selected as the only CIS Company to earn the status of partner from Carnegie Mellon University’s Software Engineering Institute.
Last Year, Luxoft was also announced as the first Eastern company to be ap-praised at the highest process maturity level, known as Level 5, of the latest version of Capability Maturity Model Integration for Development (CMMI-DEV), a process improvement approach aimed at driving best practices in product and service.
Every year Luxoft releases its predictions for the IT outsourcing indus-try. In Jan. ’09, Luxoft released the predictions for the current year. One of the interesting ones being: “Labor market conditions will improve and will go from being “personnel-driven” to “employer-driven” market. Economic
downturn will improve labor markets in Russia and Ukraine (as well as in other Eastern European countries). Economic pressure in 2009 will result in a larger quantity of skilled IT personnel.” Another fact that the report stated is that “Some of the promising areas for outsourcing in 2009 are e-commerce, wireless and mo-bile technologies.”
The results for current financial year that ends in April 2009 are yet to be re-leased. So Luxoft revealed that based on the estimates from H2 ‘08, they are expect-ing that the revenue will stay the same for the rest of the period with a small growth of 2 to 3 percent. GS
Luxoft continues to
expand in Eastern
Europe with plans to
further develop its
center in Romania
source: Global services and neoiT, 2009 Global services 100 study
S TT SACEO: Dmitry Loschinin
Skill set (top 3): Application mainte-nance and development, engineering ser-vices, outsourced product development
Verticals (top 3 by revenue): Aerospace, Automotive, BFSI
Customers: AirData, Caterpillar, Boeing, Deutsche Bank, UBS
Delivery Centers (top 5): Russia, Ukraine, Romania, Vietnam, Canada
Employees: 3,105
Revenue (est. 2008): $106 million
Year founded: 2000
Website: www.luxoft.comsource: Global services
Dmitry Loschinin, CEO, Luxoft
2009-GlobalServices 100 www.globalservicesmedia.com22
Special Report
S TT SA
Leader in Latin America
CEO: Claudio Muruzabal
Skill set (top 3): Application mainte-nance and development, application inte-gration, outsourced product development
Verticals (top 3 by revenue): BFSI, manufacturing, health care
Customers: CEMEX, Lowe’s, Master Card, First Data, Eurofarma
Delivery centers (top 5): Mexico, Argen-tina, Hungary, U.S., Middle East
Employees: 3,200
Revenues (est. 2008): $350 million
Year founded: 2000
Website: www.neoris.com
Top 10 Service Providers: Latin America
1 Neoris
2 Politec Global IT Services
3 Hildebrando
4 Sonda
5 Quintec Soluciones Informaticas
6 Synapsis
7 Globant
8 Grupo ASSA
9 Grupo Prominente
10 TNX
neorisBy Namita Goel
“Even under the current market circumstances we were able to achieve good results in terms of revenue and also in cost reduction. This allowed us to uphold our financial commitments to our shareholders, which will be essential to continue our expansion in the U.S. and European mar-
kets,” said Claudio Muruzabal, CEO of Neoris, when the in Jan. ’09 Neoris wit-nessed a growth of more than 25 percent in the revenues coming from interna-tional business.
Apart from spreading its wings across Latin America, Neoris has recently enjoyed another geographical expansion by establishing new operations in the Andean Region and in the Middle East. And a year ago Neoris had acquired a Colombian SAP integrator and last April opened offices in Dubai.“However, we have parked all the expansion plans for H1 ’09,” says Doug Gattuso, VP and Managing Director, Neoris. So instead Neoris will continue to develop its re-cently started centers in low cost areas such as Culiacan (Mexico), San Nicolas, Rosario and Rojas (Argentina) and Sao Paulo (Brazil). For example, in Mexico and Argentina, they will increase APO and ABAP capabilities and in Brazil Neo-ris is planning to increase SAP MII capabilities. “Our investments in the new delivery centers are mostly consisting of hiring and training for current and new service expansion. Part of this investment is also related to infrastructure improvements,” says Gattuso.
Revealing the impact of H2 ’08 on the company’s profits, Neoris focused on the nearshore outsourcing strategy that had helped in scaling its operations in the U.S., Europe and the Middle East while maintaining its leadership in Latin America. Past September, Neoris hired Doug Gattuso as head of North America to handle the nearshore operations. As a part of its global service delivery model, Neoris has numerous solution centers that are located strategically to assist the customers located across the globe that proves to be cost-effective. Neoris is also working toward enhancing its onsite capabilities as the company is a neighbor to the U.S. so it won’t cost much and at the same time it would result in a high price value quotient.
In the last one year, Neoris has considerably enhanced its BPO activities in to the HR outsourcing, finance and account-ing outsourcing and procurement process-es. For instance, for its client Cemex, Neoris has served as the IT-management function throughout the implantation of common systems in all EMEA country operations, promoted these applications to production, located and opened a data center in Eastern Europe (Budapest) and developed all of the run and maintain processes for the applica-tions, network and hardware infrastructure to support ongoing operations.
The attrition rate at Neoris has been quite stable for the last two years. This is partly due to the market conditions and partly as a result of labor market stability in the geographic areas of operation. GS
Claudio Muruzabal, CEONeoris
Neoris plans to
continue to develop
its recently started
centers in low-
cost areas such as
Culiacan (Mexico),
San Nicolas,
Rosario and Rojas
(Argentina) and Sao
Paulo (Brazil)
source: Global services
source: Global services and neoiT, 2009 Global services 100 study
2009-GlobalServices 100www.globalservicesmedia.com 23
Special Report
Top 10 Services Providers: Human Capital Development
1. HCL Technologies
2. Infosys Technologies
3. MphasiS India
4. Genpact
5. Tata Consultancy Services
6. Computer Sciences Corporation
(CSC)
7. Exigen
8. Capgemini
9. EPAM Systems
10. Neusoft
Leader, Human Capital Development
hCl TeChnoloGiesBy pratiBha verma
In the midst of recession when news about layoffs doesn’t shock any more, HCL has won the award for developing human capital. It is its “Employee First” philosophy, which placed it on top this year right from the fifth position last year.
Under the “Employee First” philosophy, employee councils brainstormed, designed and rolled out programs along six themes — talent, grey cells, com-munity service, sports, wellness and women. These programs ranging from work-life balance programs to “go green” kept the employees active and mo-tivated. “Our women first program also created a sensitive culture and gave women wings to fly high. We offered programs on safety/security, flexi policies, maternity and lifestyle,” says Vineet Nayar, CEO, HCL Technologies.
With the total of 52,957 employees all over the world, HCL is planning to ex-pand its functions and open more delivery centers in Brazil and North Carolina in the Spring/Summer of 2009.
It was a challenge for the company to manage attrition in 2008. “Through our ‘Employee First’ philosophy, which is based on the premise that delighted employees create delighted customers and thereby sustain business success (internally and externally), we provided HCL-ite not just a ‘job’, but also a ‘ca-reer’…. It created a critical difference in choosing between two opportunities. Initiatives such as Career Power and iLearn also leveraged increasing employee engagement thereby reducing attrition,” he adds.
iLearn, HCL’s learning-management system, is a Web-based distributed ap-plication that facilitates managing the development and performance of people within an organization.
HCL’s other human-development policies also gave HCL-ites extra reason to smile. Consistently high performing employees (outstanding in two years) were recognized under the O2 League. There were dedicated engagement programs customized to this group of consistent top performers.
Its one-stop portal, Career Power, empowered employees to manage their ca-reers effectively in HCL in a structured manner by creating transparency and visibil-ity. It also provided a number of key career resources like career counselors, reflec-
tive instruments, career development action plan, and such. Through this program, em-ployees learned about career landscapes, heightened self-awareness through reflective exercises, and harvested a career goal.
“For employees, it was a self-propelled and enduring career management and development engine that put them in the driver’s seat to navigate their careers in HCL and had an enriching and fulfilling career experience in HCL and for HCL. It is such a powerful platform that seeks to bring about the best match between busi-ness requirements/opportunities available with the career goals/ future aspirations of the employee, thus taking it closer to being an Employer of Choice,” he adds. GS
Vineet Nayar, CEO, HCL Technologies
“We provided HCL-ite
not just a ‘job’, but also
a ‘career’…. It created
a critical difference in
choosing between two
opportunities”
source: Global services and neoiT, 2009 Global services 100 study
S TT SACEO: Vineet Nayar
Skill set (top 3): Software-led IT solu-tions, remote infrastructure manage-ment, engineering and R&D services
Verticals: Aerospace and Defense, Auto-motive, Financial Services, Government, Energy & Utilities, Hitech &Manufactur-ing, Life Sciences & Healthcare, Media & Entertainment, Retail & CPG, Telecom, Travel, Transportation & Logistics
Customers: Deutsche Bank, Microsoft, Xerox, Cisco
Delivery Centers (top 5): India, U.S., U.K., ANZ, Northern Ireland
Employees: 52, 957
Revenue (est. 2008): $2,000 million
Year founded: 1999 (IPO launch)
Website: www.hcltech.comsource: Global services
2009-GlobalServices 100 www.globalservicesmedia.com24
Company CEO URL
24/7 Customer P. V. Kannan www.247customer.com
Aditi Technologies Pradeep Singh www.aditi.com
Affiliated Computer Services (ACS) Lynn Blodgett www.acs-inc.com
AppLabs Sashi Reddi www.applabs.com
Augmentum Leonard Liu www.augmentum.com
Auriga Alexis Sukharev www.auriga.com
Aztecsoft Samir Bodas www.aztecsoft.com
Beyondsoft Group Ben Wang www.beyondsoft.com
Birlasoft Kamal Manasharamani www.birlasoft.com
Cambridge Solutions Christopher A. Sinclair www.cambridgeworldwide.com
Capgemini Paul Hermelin www.capgemini.com
CGI Group Michael E. Roach www.cgi.com
Compass BPO Devesh Nayel www.compass-bpo.com
CompuPacific International Michael Liu www.compupacific.com
Computer Sciences Corporation (CSC) Michael W. Laphen www.csc.com
CPM Braxis Braxis Jair Ribeiro www.cpmbraxis.com
DarwinSuzsoft (Dextrys) Brian T. Keane www.darwinsuzsoft.com
DataArt Michael Zaitsev www.dataart.com
DBA Danilo Meth and Paulo Velloso www.dba.com.br
e4e Somshankar Das www.e4e.com
ea Consulting Asia Pacific Chin King Wong www.eacap.com
EDS Ronald A. Rittenmeyer www.eds.com
EPAM Systems Arkadiy Dobkin www.epam.com
eTelecare Global Solutions John Harris www.etelecare.com
Exigen Services Alec Miloslavsky www.exigenservices.com
Exl Service Vikram Talwar www.exlservice.com
First Consulting Group Larry Ferguson www.fcg.com
Firstsource Solutions Ananda Mukerji www.firstsource.com
Freeborders Jean Cholka www.freeborders.com
GeBBS Nitin Thakor www.gebbs.com
Genpact Pramod Bhasin www.genpact.com
GlobalLogic Peter Harrison www.globallogic.com
Globant Martín Migoya www.globant.com
Globerian Naveen Trehan www.globerian.com
Grupo ASSA Roberto Wagmaister www.grupoassa.com
HCL Technologies Vineet Nayar www.hcltech.com
Headstrong Arjun Malhotra www.headstrong.com
Hildebrando Services Diego Zavala www.hildebrando.com.mx
HOV Services (formerly LASON) Ronald Congburn www.hovservices.com
HTC Global Services Madhava Reddy www.htcinc.com
Hinduja TMT Global Solutions Partha De Sarkar www.hindujatmt.com
IBA Group Sergei Levteev www.iba-it-group.com
IBM Samuel J. Palmisano www.ibm.com
ICT Group John J. Brennan www.ictgroup.com
iGATE Global Solutions Phaneesh Murthy www.igate.com
Indecomm Global Services Naresh Ponnapa www.indecommglobal.com
Infosys Technologies S. Gopalakrishnan www.infosys.com
ITC Infotech Sanjiv Puri www.itcinfotech.com
Kompakar Dr. Ir. Ahmad Fikri Hussein www.kompakar.com
KPIT Cummins Kishor Patil www.kpitcummins.com
The 2008 Global Services 100 Companies
Special Report
2009-GlobalServices 100www.globalservicesmedia.com 25
Note: Some companies such as Accenture and Cognizant would have made it to the Global Services 100 list, but they did not respond to our survey.
Company CEO URL
LogicaCMG Andy Green www.logicacmg.com
Longtop Eric Liang www.longtopinternational.com
Luxoft Dmitry A. Loschinin www.luxoft.com
Macadamian Technologies Frédéric Boulanger www.macadamian.com
Mastek Sudhakar Ram www.mastek.com
Mera Networks Marc Granic www.meranetworks.com
Microland Pradeep Kar www.microland.com
MindTree Consulting Ashok Soota www.mindtree.com
Nagarro Vikas Sehgal www.nagarro.com
NCO Group Mike Barrist www.ncogroup.com
Neoris Claudio Muruzabal www.neoris.com
Ness Technologies Sachi Gerlitz www.ness.com
Neusoft Group Dr. Liu Jiren www.neusoft.com
NIIT Technologies Arvind Thakur www.niit-tech.com
Ocwen Financial Corporation William Erbey www.ocwenbusiness.com
Omnitech InfoSolutions Atul Hemani www.omnitechindia.com
Outsource Partners International Clarence T. Schmitz www.opiglobal.com
Patni Computers N.K. Patni www.patni.com
Perot Systems Peter Atlabef www.perotsystems.com
Polaris Software Lab Arun Jain www.polaris-america.com
Politec HÉlio Santos Oliveira www.politec.com
PremierBPO Mark Briggs www.premierbpo.com
QuEST Ajit A. Prabhu www.quest-global.com
Reksoft Alexander Egorov www.reksoft.com
Sapient Alan Herrick www.sapient.com
Satyam Computer Services Ramalinga Raju www.satyam.com
Scicom Leo Ariyanayakam www.scicom-intl.com
SECOVA eSERVICES Venkat Tadanki www.secova.com
Sierra Atlantic Raju Reddy www.SierraAtlantic.com
Sitel David Garner www.sitel.com
SoftServe Taras Kytsmey www.softservecom.com
Softtek Blanca Trevino www.softtek.com
SPi Technologies Peter D. Maquera www.spi-bpo.com
Stream Toni Portmann www.stream.com
Sutherland Global Services Dilip R. Vellodi www.suth.com
Symphony Services Gordon Brooks www.symphonyservices.com
Syntel Bharat Desai www.syntelinc.com
Tata Consultancy Services (TCS) S. Ramadorai www.tcs.com
Tech Mahindra Vineet Nayyar www.techmahindra.com
Teledirect Laurent Junique www.teledirect.com.sg
TELUS International Eng Boon Lau www.TELUSInternational.com
Unisys Joseph W. McGrath www.unisys.com
Vantage Point Consulting Rahim Osman www.vpcasia.com
Vanceinfo Technologies Chris Chen www.vanceinfo.com
vCustomer Sanjay Kumar www.vcustomer.com
Vengroff, Williams & Associates Mark Vengroff www.vwainc.com
Virtusa Kris Canekeratne www.virtusa.com
Wipro Technologies Azim H. Premji www.wipro.com
WNS Neeraj Bhargava www.wnsgs.com
Zensar Technologies Ganesh Natarajan www.zensar.com
Source: Global Services and neoIT, 2008 Global Services 100 StudyThe list has been arranged in alphabetical order.
Special Report
2009-GlobalServices 100 www.globalservicesmedia.com26
Company CEO URL
24/7 Customer P. V. Kannan www.247customer.com
Accenture Bill Green www.accenture.com
Affiliated Computer Services (ACS) Lynn Blodgett www.acs-inc.com
Augmentum Leonard Liu www.augmentum.com
Auriga Alexis Sukharev www.auriga.com
Bleum Eric Rongley www.bleum.com
Caliber Point Ashok Bildikar www.caliberpoint.com
Cambridge Solutions Chris Sinclair www.cambridgeworldwide.com
Capgemini Paul Hermelin www.capgemini.com
CGI Group Michael E. Roach www.cgi.com
ClientLogic David Garner www.clientlogic.com
Cognizant Technology Solutions Francisco D’Souza www.cognizant.com
Convergys James F. Orr www.convergys.com
Covansys Rajendra B. Vattikuti www.covansys.com
CPM Antonio Carlos Rego Gil www.cpminternational.com
Darwin Suzsoft Dan Ross www.darwinsuzsoft.com
DataArt Michael Zaitsev www.dataart.com
DBA Danilo Meth www.dba.com.br
Dextra Technologies Daniel Chavez www.dextratech.com
e4e Somshankar Das www.e4e.com
ea Consulting Chin King Wong www.eacap.com
EDS Michael H. Jordan www.eds.com
EPAM Systems Arkadiy Dobkin www.epam.com
Etech Dilip Barot www.etechinc.com
Exl Service Vikram Talwar www.exlservice.com
FCG Software Services Subramaniam Ramachandran www.fcg.com
Freeborders John Cestar www.freeborders.com
Genpact Pramod Bhasin www.genpact.com
Globant Martin Migoya www.globant.com
HCL Technologies Shiv Nadar www.hcltech.com
Headstrong Arjun Malhotra www.headstrong.com
Hispanic Teleservices Alberto Fernandez www.htc.to
HTC Global Services Madhava Reddy www.htcinc.com
Hinduja TMT Global Solutions Partha D Sarkar www.hindujatmt.com
I.T. United Cyrill Eltschinger www.ituc.com
IBA Group Sergei Levteev www.iba-it-group.com
IBM Samuel J. Palmisano www.ibm.com
ICT Group John J. Brennan www.ictgroup.com
i-flex solutions Deepak Ghaisas www.iflexsolutions.com
Infinite Computer Solutions Upinder Zutshi www.infics.com
Informatica Integral Empresarial Antonio Velasco www.sinersys.com.mx
Infosys Technologies Nandan M Nilekani www.infosys.com
Innominds Software Rao Vemula www.innominds.com
Intelenet Global Services Susir Kumar www.intelenetglobal.com
Intetics Boris Kontsevoi www.intetics.com
ITC Infotech Sanjiv Puri www.itcinfotech.com
Kepler - Rominfo Petrisor Guta www.kepler-rominfo.com
Knoah Solutions Myneni www.knoah.com
Lason Ronald D. Risher www.lason.com
Lohika Systems Daniel Dargham www.lohika.com
The 2007 Global Services 100 Companies
Special Report
2009-GlobalServices 100www.globalservicesmedia.com 27
Company CEO URL
Longtop Eric Liang www.longtopinternational.com
Luxoft Dmitry Loschinin www.luxoft.com
marketRx Jaswinder S. Chadha www.marketrx.com
Mastek Sudhakar Ram www.mastek.com
MERA Networks Dmitry M. Ponomarev www.meranetworks.com
Microland Pradeep Kar www.microland.com
MindTree Consulting Ashok Soota www.mindtree.com
Mistral Software Anees Ahmed www.mistralsoftware.com
Motif John Coker www.motifinc.com
MphasiS Jaithirth Rao www.mphasis.com
NCO Group Michael Barrist www.ncogroup.com
Neoris Claudio Muruzabal www.neoris.com
Ness Technologies Raviv Zoller www.ness.com
Neusoft Group Jiren Liu www.neusoft.com
NIIT SmartServe Paul Barrow www.niitsmartserve.com
Objectiva Software Solutions Douglas Winter www.objectivasoftware.com
Ocwen Financial William C. Erbey www.ocwen.com
OfficeTiger Randolph Altschuler and Joseph Sigelman www.officetiger.com
Outsource Partners International Clarence T. Schmitz www.opiglobal.com
Patni Computer Systems N.K. Patni www.patni.com
Perot Systems Peter Atlabef www.perotsystems.com
Polaris Arun Jain www.polaris-america.com
Politec HÉlio Oliveira www.politec.com
Promantra Synergy Solutions Praveen Vadlamudi www.promantra.net
QuEST Ajit A. Prabhu www.quest-global.com
Sapient Jerry Greenberg www.sapient.com
Satyam Computer Services B. Rama Raju www.satyam.com
Scicom Leo Ariyanayakam www.scicom-intl.com
Sierra Atlantic Raju Reddy www.SierraAtlantic.com
Sinapsis Technologies Gerardo Rodriguez www.sinapsis.com
SnT Global David Wong www.sntglobal.com
SoftServe Taras Kytsmey www.softservecom.com
Softtek Blanca TreviÑo www.softtek.com
Sonata Software B. Ramaswamy www.sonata-software.com
SPi Technologies Ernest Cu www.spi-bpo.com
StarSoft Development Labs Nick Puntikov www.starsoftlabs.com
Stream Toni Portmann www.stream.com
Summit HR Worldwide Ranjan Sinha www.summithrww.com
Sutherland Global Services Dilip R. Vellodi www.suth.com
Symphony Services Gordon Brooks www.symphonysv.com
Syntel Bharat Desai www.syntelinc.com
Tata Consultancy Services (TCS) S. Ramadorai www.tcs.com
TransWorks Information Services Atul Kunwar www.transworks.com
Unisys Joseph W. McGrath www.unisys.com
vCustomer Sanjay Kumar www.vcustomer.com
Vee Technologies Chocko Valliappa www.veetechnologies.com
Vsource Asia Jack Cantillon www.vsourceasia.com
Wipro Technologies Azim H. Premji www.wipro.com
WNS Neeraj Bhargava www.wnsgs.com
Zensar Technologies Ganesh Natarajan www.zensar.com Source: Global Services and neoIT, 2007 Global Services 100 StudyThe list has been arranged in alphabetical order.
Special Report
2009-GlobalServices 100 www.globalservicesmedia.com28
Company Headquarters (City, State, Country) URL
24/7 Customer Los Gatos, CA, U.S.A. www.247customer.com
Accenture New York, NY, U.S.A. www.accenture.com
Adea Solutions Irving, TX, U.S.A. www.adeasolutions.com
Aditi Technologies Bangalore, Karnataka, India www.aditi.comm
Affiliated Computer Services (ACS) Dallas, TX, U.S.A. www.acs-inc.com
AICOM Solutions Toronto, Ontario, Canada www.aicomsolutions.com
Ajuba International Novi, MI, USA www.ajubanet.net
Ambergris Solutions Philippines Pasig City, Philippines www.ambergrissolutions.com
Astron Document Managment Leicester, U.K. www.astron.co.uk
Atos Origin Paris, France www.atosorigin.com
Auriga Amherst, NH, U.S.A. www.auriga.com
Aztec Software and Technology Services Bangalore, Karnataka, India www.aztecsoft.com
Bleum Shanghai, China www.bleum.com
Blue Star Infotech Mumbai, Maharashtra, India www.bsil.com
Cambridge Solutions Greenwich, CT, U.S.A. www.cambridgesolutionsltd.com
Capgemini Paris, France www.capgemini.com
CGI Montreal, Quebec, Canada www.cgi.com
ClientLogic Nashville, TN, U.S.A. www.clientlogic.com
Cognizant Technology Solutions Teaneck, NJ, U.S.A. www.cognizant.com
Computer Sciences Corporation (CSC) El Segundo, CA, U.S.A. www.csc.com
Covansys Farmington Hills, MI, U.S.A. www.covansys.com
CPM Sao Paulo, Brazil www.cpminternational.com
Crimsonwing Surrey, U.K. www.crimsonwing.com
DBA Engenharia de Sistemas Rio de Janeiro, Brazil www.dba.com.br
ea Consulting Kuala Lumpur, Wilayah Persekutuan, Malaysia www.eacap.com
EDS Plano, TX, U.S.A. www.eds.com
EPAM Systems Lawrenceville, NJ, U.S.A. www.epam.com
eTelecare Global Solutions Monrovia, CA, U.S.A. www.etelecare.com
Exl Service New York, NY, U.S.A. www.exlservice.com
Freeborders San Francisco, CA, U.S.A. www.freeborders.com
Genpact Gurgaon, Haryana, India www.genpact.com
Globant Buenos Aires, Argentina www.globant.com
GTL Mumbai, Maharashtra, India www.gtllimited.com
HCL Technologies Noida, Uttar Pradesh, India www.hcltech.com
Headstrong Fairfax, VA, U.S.A. www.headstrong.com
Hewitt Associates Lincolnshire, IL, U.S.A. www.hewitt.com
Hewlett Packard Palo Alto, CA, U.S.A. www.hp.com
Hexaware/Caliber Point Business Solutions Chennai, Tamil Nadu, India www.hexaware.com
Hinduja TMT Global Solutions Mumbai, Maharashtra, India www.hindujatmt.com
Hispanic Teleservices Houston, TX, U.S.A. www.htc.to
HTC Global Services Troy, MI, U.S.A. www.htcinc.com
I. T. UNITED Beijing, China www.ituc.com
IBA Group Prague Czech, Republic www.iba-it-group.com
IBM (Daksh) Armonk, NY, U.S.A. www.ibm.com
ICICI OneSource Mumbai, Maharashtra, India www.icicionesource.com
ICT Group Newton, PA, U.S.A. www.ictgroup.com
i-flex Solutions Mumbai, Maharashtra, India www.iflexsolutions.com
Induslogic Vienna, VA, U.S.A. www.induslogic.com
Infinite Computer Solutions Bangalore, Karnataka, India www.infics.com
Infosys (Progeon) Bangalore, Karnataka, India www.infy.com
The 2006 Global Services 100 Companies
Special Report
2009-GlobalServices 100www.globalservicesmedia.com 29
Company Headquarters (City, State, Country) URL
Innominds Software Santa Clara, CA, U.S.A. www.innominds.com
Integreon Managed Solutions New York, NY, U.S.A. www.integreon.com
ITC Infotech India Bangalore, Karnataka, India www.itcinfotech.com
Kanbay International Rosemont, IL, U.S.A. www.kanbay.com
Keane Boston, MA, USA www.keane.com
KMG Infotech Bangalore, Karnataka, India www.kmgin.com
Knoah Solutions San Rafael, CA, U.S.A. www.knoah.co
Kompakar Mont Kiara, Kuala Lumpur, Malaysia www.kompakar.com
LanceSoft India Reston, VA, U.S.A. www.lancesoft.com
Larsen & Toubro Infotech Mumbai, Maharashtra, India www.lntinfotech.com
Lohika San Mateo, CA, U.S.A. www.lohika.com
LUXOFT Moscow, Russian Federation www.luxoft.com
MindTree Consulting Bangalore, Karnataka, India www.mindtree.com
Motif Ahmedabad, Gujarat, India www.motifinc.com
MphasiS New York, NY, U.S.A. www.mphasis.com
Ness Technologies Tel Aviv, Israel www.ness.com
Neusoft Group Shenyang, Liaoning P.R., China www.neusoft.com
NIIT SmartServe Gurgaon, Haryana, India www.niit.com
Objectiva Software Solutions Carlsbad, CA, U.S.A. www.objectivasoftware.com
OfficeTiger Database Systems New York, NY, U.S.A. www.officetiger.com
Patni Computer Systems Cambridge, MA, U.S.A. www.patni.com
PeopleSupport Los Angeles, CA, U.S.A. www.peoplesupport.com
Perot Systems Plano, TX, U.S.A. www.perotsystems.com
Pinkerton Computer Consultants Trevose, PA, U.S.A. www.pcci.com
Polaris Software Lab Chennai, Tamil Nadu, India www.polaris.co.in
Promantra Synergy Solutions Hyderabad, Andhra Pradesh, India www.promantra.net
RCG Information Technology Edison, NJ, U.S.A. www.rcgit.com
Reksoft St. Petersburg, Russian Federation www.reksoft.com
Sapura Technology Berhad Kuala Lumpur, Wilayah Persekutuan, Malaysia www.sapura.com.my
Satyam Computer Services Secunderabad, Andhra Pradesh, India www.satyam.com
Scicom Kuala Lumpur, Malaysia www.scicom-intl.com
Sierra Atlantic Fremont, CA, U.S.A. www.sierraatlantic.com
Sinapsis Technologies Mexico Mexico City, Federal District, Mexico www.sinapsis.com
Softtek Monterrey, Nuevo Leon, Mexico www.softtek.com
SPI Technologies Manila, Philippines www.spitech.com
Stream Richardson, TX, U.S.A. www.stream.com
Summit HR Worldwide San Jose, CA, U.S.A. www.summithrww.com
Sutherland Global Services Pittsford, NY, U.S.A. www.suth.com
Symphony Services Palo Alto, CA, U.S.A. www.symphonysv.com
Tata Consultancy Services (TCS) Mumbai, Maharashtra, India www.tcs.com
TechTeam Global Southfield, MI, U.S.A. www.techteam.com
Unisys Blue Bell, PA, U.S.A. www.unisys.com
vCustomer Kirkland, WA, U.S.A. www.vcustomer.com
Vee Technologies Bangalore, Karnataka, India www.veetechnologies.com
Virtusa Westborough, MA, U.S.A. www.virtusa.com
Vsource Asia Kuala Lumpur, Wilayah Persekutuan, Malaysia www.vsourceasia.com
Wipro Bangalore, Karnataka, India www.wipro.com
WNS Global Services Mumbai, Maharashtra, India www.wnsgs.com
Worksoft Creative Software Technology Beijing, China www.worksoft.com.cn
Zensar Technologies Pune, Maharashtra, India www.zensar.com
Source: Global Services and neoIT, 2006 Global Services 100 StudyThe list has been arranged in alphabetical order.
Special Report
2009-GlobalServices 100 www.globalservicesmedia.com30
Special Report
“We are proud to have retained our position as the Best Performing BPO Provider, and are delighted to have also been named the ‘Best Performing FAO’ firm this year. Our process expertise in delivering end-to-end services across a breadth of industries and operational excellence driven by our Six Sigma, Lean and Re-engineering capabilities have allowed us to stand out in this tough en-vironment”, said Mr. Pramod Bhasin, President & CEO of Genpact. “We thank Global Services, neoIT, our customers and employees for this important recogni-tion.” - Pramod Bhasin, CEO, Genpact
“It is a great honor for Neusoft to stay No. 1 in Leaders of Emerging Asian Markets in the three successive years. I think it is the recognition for the achieve-ments we obtained in the past year in business growth, company management, delivery capability and HR development. This also helped us to learn more about the structure and the trend of the whole industry, and we also learned some good experiences from our peers. We will continue our efforts to further build our capabilities of global delivery which focusing on customer demands.” - Dr. Jiren Liu, CEO, Neusoft
“Symphony believes that surveys like the Global Services 100 are very impor-tant resources to help companies evaluate their choices of outsourcing partners. Further we believe that the finer segmentation of categories that was introduced this year is very important to help educate and differentiate between different vendors based on unique skill sets. From a marketing perspective, Symphony derives great value from the GS 100 awards, regularly using the accolades in sales dialogue.” - Gordon Brooks, CEO, Symphony Services
“As a leading provider in our industry, it is critical for us to remain in the fore-front of industry activity. Results of surveys such as this are one way in which we remain apprised of key industry events, challenges, activities, trends, etc. Surveys, combined with reports from analysts or other industry influencers, me-dia coverage, industry groups/associations and direct client feedback, all help provide significant industry intelligence and help us align our service strategy to best meet the needs of the market.” - David Garner, CEO, Sitel Worldwide
“Useful, but quite honestly, we march to the beat of our customers drum, so that is what we are most interested in.” - Vineet Nayar, CEO, HCL Technologies
“We think these kinds of surveys are very important for understanding some of the key trends which are not captured in the direct relationship with the clients. They are also useful for exploring the viewpoints surrounding different issues and generating ideas for better services and solutions.” - Doug Gattuso, VP, Managing Director of Neoris’ North American Business Operation
“Very useful. These type of surveys represent industry’s pulse point, provid-ing an up-to-date overview of the industry, articulating latest trends and con-ditions. In addition, they provide a great benchmarking opportunity for all the service providers. - Dmitry Loschinin, CEO & President, Luxoft
“While TCS continues to gauge the market, such surveys provide further mar-ket information and perspectives to TCS. These surveys also help provide the market perception about TCS on a global platform.” - S. Ramadorai, CEO, TCS
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