KPO industry to sort out regulatory issues, says Genpact

Source: Hindu Busniess Line
http://www.thehindubusinessline.com/2010/06/23/stories/2010062353100700.htm

Leading knowledge process outsourcing (KPO) firm Genpact says the KPO industry will reconfigure itself and sort out regulatory issues as it increasingly adopts the charge-per-use cloud model.

Mr Pankaj Kulshreshtha, Senior Vice-President, Analytics and Research, Genpact, says: “While the industry is still trying to understand the cloud (which offers a shared service platform with end-to-end offerings without the need for a hosted environment), the future potential of KPO on the cloud is huge, especially in research and analytics.”

Genpact launched the ‘smart enterprise approach' earlier this year in an attempt to move towards a more end-to-end outcome; part of this will be delivered on the cloud. The company is currently working with an airport developer in the country to offer shared infrastructure and get paid based on transactions. It is also doing a few smaller experimental projects on the cloud. But data privacy issues and compliance requirements have to be worked out, as security about data is a big concern for customers on the cloud

. “But the industry will change and reconfigure itself for the cloud. Regulatory issues will be understood and taken into account while configuring solutions on the cloud,” says Mr Kulshreshtha.

Web analytics

Apart from the cloud, Genpact also sees lot of potential in Web analytics, which tracks the way consumers interact online. “Internet penetration and adoption is increasing… It is now possible to do secure transactions on the Net. The amount of information online is huge and the prominence of the Internet channel (in analytics) will increase and become more important of what we do in the future.”

Genpact is working with an online retailer in India to optimise its Web traffic and help get incremental revenues by targeting customers better.

There is also a lot of interest around social media. Genpact has done projects tracking user opinions and sensibilities on Twitter for retailers globally. It has also done some work using profiles on the professional networking site LinkedIn.