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Interview with Divij Singhal, Chief Executive Officer, ICCS Limited

May 24, 2016
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ICCS Limited is among the leading outsourcing companies in India, offering customer support services to different enterprises across domains. Divij Singhal, chief executive officer, ICCS Limited, talks about how the company is leveraging IT and telecom tools to deliver business value to its clients and manage a global delivery network.

Divij_Singhal-imgHow has IT and telecom helped the company enhance its business operations and performance?

The deployment of IT solutions has helped automate customer lifecycle management processes. It has improved the customer experience by making the touchpoint between customers and brands smoother.  IT has enabled self-service options to allow customers to get the required information without manual intervention. IT and telecom both play a significant role in the business operations and performance of a company. They have brought the world closer and facilitated a seamless channel of communication. Telecom and IT tools allow employees to connect with customers in a matter of seconds. In addition, they boost employee productivity.

What are the key enterprise applications being deployed by the business process management (BPM) and information technology-enabled services (ITes) industry?

There are several enterprise software suites available in the market to cater to BPM and ITes enterprises. These suites are designed to organise and automate business processes. The integrated BPM suite consists of applications such as business rules engine, business activity monitoring, human workflow and business process modelling. Many organisations implement cloud-based BPM tools where business logic is deployed on the application server and business data is stored on the cloud.

What is the level of virtualisation and cloud adoption in the Indian BPM and ITes industry?

All industries are focusing on adopting modern technologies to enhance productivity. Cloud is among the most popular platforms that brings scalability in the organisation. It has become a major part of most of Indian BPM and ITes organisations. The main objective of implementing cloud in the BPM and ITes industry is to improve business performance and reduce operation costs. Cloud offers in-depth data analysis, which helps organisations reduce business risks and make better decisions with the help of predictive analysis. Companies with high telecommunication needs prefer adopting cloud technology.

What are the challenges faced in the implementation of new technologies?

There are always some challenges associated with the implementation of new technologies. Deploying new technologies in the organisation is a costly affair. To ensure compatibility with the new software, systems have to be upgraded. Further, employees need to be trained to use the new applications. This is a time-consuming process and involves high training costs. Initially, employees may face problems while using the new technology. However, the clients would not understand this and they will not wait just because the company is implementing a new technology. They will not consider the fact that the technology upgrade is for the betterment of customers.

What are the key technology trends that are likely to be witnessed by BPM and ITes players?

BPM and ITes organisations will witness many new technology trends in the near future. New technologies are always replacing old ones, and this is crucial for development and easing the work process. Technology trends such as the use of big data and big data analytics in this industry will be prominent in the days to come. In addition, omni-channel processes will be deployed in the ITes and BPM industry to serve as a touchpoint with customers. The enhancement of existing IT systems will make companies more customer-centric. Standard IT systems will move towards customisation to match various business processes for different clients across different verticals. Speech analytics and agent gamification are the next big thing for the industry.


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