By Sourabh Kulesh
New Delhi, May 3 (IANS): India is set to give our digital services - which are helping companies counter data fails and provide real-time insights for taking action globally - a much-needed boost in 2016, a top executive of global high-value services provider Concentrix has said.
India is on the road to become a digitally-connected country soon and we are here to help the industry fight data fails, said Anuj Kumar, general manager (India and South Asia) and global lead-analytics of Concentrix.
“Concentrix helps its clients differentiate their brands and maximise value during every customer interaction,” Kumar told IANS during an interaction here.
Concentrix recently made its business intelligence and reporting (BIR) services available in India to address worries that major companies in every industry have over data that fails to provide real-time insights for taking action.
The services work on tailor-made analytics solutions across sectors such as banking, financial service and insurance, automobiles, retail, healthcare and travel.
“We do not work as a BPO or HR services but focus on the transaction that is happening digitally over phone, WhatsApp, email or social media -- between the client and the end customer,” Kumar added.
“We help our clients improve the interaction, making sure the satisfaction scores are as high as possible as they enjoy the services of the client,” he added.
Asked whether India has a potential to match the pace with other countries in terms of digitisation and the technology boom, Kumar said the country is now becoming the core market for start-ups.
“Out of 170 unicorns (start-ups valued at over $1 billion) globally, about 10 are based in India. In order to match the pace of digital data that is created, start-ups now have to create IT infrastructure to store that data,” Kumar noted.
“As far as our offering is concerned, it’s a very lightweight and almost zero-capex offering. We do not ask clients to buy any hardware or software. They just have contract for services and we ride on their data. After this, we look after their transactions, interaction with customers and build a smart hypothesis around it promising an outcome,” Kumar explained.
On asked what measures the company is taking to address ongoing market challenges and nuances like data security and privacy in India, Kumar said from an offshore site, we connect with a client’s data warehouse so data does not move from place to place.
“We work on our clients system and when we leave, we do not take anything away. For companies who want our services on-premises, we place our staff in our client’s office and the staff works their, inside client’s firewall,” Kumar told IANS.
Talking about the future of services in India, Kumar said the company wants to continue doing the contact centre work by adding a layer of high-value products in analytics, consulting digital content creation and transaction and lastly process transformation.
In India, the company has nearly 50 clients and is targeting a 30 percent growth in revenue market in the country.