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When Disruption Rakes in Dollars

When Disruption Rakes in Dollars

Keshav Murugesh isn't fazed by the wave of disruption that is sweeping across the world.

Brexit blues, the kerfuffle over H1B visas and the virtual anarchy triggered by the advent of digital technologies threaten to roil forecasts and fortunes in the software industry, especially in the domain of business process management (BPM).

But the 53-year-old group CEO of WNS Global Services believes that things have never looked better for the business process outsourcing service provider.

He has good reason to be gung-ho about the future.

The Indian BPM industry has transformed itself from an old model that was completely dependent on wage arbitrage to one where they are adding a lot of value by adding digital and analytics into their models," says Murugesh.

WNS started operations as an in-house unit of British Airways in 1996 and has since metamorphosed into a global BPM giant that serves over 200 clients.

There are a lot of myths and shibboleths attached to the BPM industry: it often evokes notions of call centres and derisive comments about telecallers with fake names and accents.

That is passé, insists Murugesh. The big boys in the BPM space have started to embrace the opportunities that are being thrown up by the disruptive currents in the marketplace.

While the whole world is focused on assessing the impact of disruption on their business models – whether it is social, mobile, analytics, cloud, robotics and things like that – the BPM industry over the past three or four years has focused on incorporating these disruptive technologies.

So, instead of being concerned about these models, we have said that these are the models of the future… we will leverage them into our model. It may cannibalise our revenues in the short term. But in the long term, it will build a strong, strategic relationship with our clients where they do not see us as mere vendors but as an extension of their enterprise," says Murugesh, who spoke with The Telegraph just days before the company disclosed its first-quarter results.

Source: Telegraph India

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