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The integration of IBM Daksh with the parent accelerated last year, despite rumors that IBM was planning to sell off the company. In fact, it combined its sales team with IBM to focus more on integrated deals. Though this change slowed down the growth a bit as the chasing of standalone call center work took a backseat, IBM Daksh did succeed in managing integrated deals with parent IBM. Two notable contracts are from TruEnergy in Australia, where IBM Daksh is providing back office support to the utility firm, along with IBM Australia, and the other is Max New York Life in India, where it partners IBM India.

IBM Daksh managed to spread its revenue footprint during the year. More than 50% of its revenue came from outside the US, with Asia Pacific, including the Indian market, accounting for a significant chunk of that. Re-emphasizing the domestic focus was a $15-mn deal with travel portal Makemytrip.com, which included people and asset transfer. The company is handling its entire contact services such as customer support and after-sales for ticketing and hotel portfolio for a five-year period.

In non-voice areas, IBM Daksh started working on platforms in association with IBM. F&A as an area grew significantly, though on a small base.

One setback was the decision by Delta Airlines, one of its oldest clients, to pull out.

IBM Daksh set up new centers in Kolkata, Pune, and Vizag, and emerged as a people powerhouse growing more than threefold in the last three years to over 30,000 employees. On this massive recruitment process the companys collaboration with IBM Research Labs, to develop an innovative HR tool called Sensi has helped. The tool enables expeditious recognition of voice patterns and their adaptation for voice-based processes within a BPO.

RANK 4
	Pavan Vaish, CEO
Chandrasekhar Thyagarajan, CFO DP Singh, head, HR Rohit Tandon, head, Strategy & Shared Service Sanjiv Tandon, head, Travel & Tech Business Unit Lyndon DSilva, head, Banking & Financial Services Tina Dhawan, head, Mumbai Business Unit Ravinder Singh Rana, head, Pune Business Unit Anuj Kumar, head, India Domestic Business Rahul Singhal, head, Business Operations Newton Smith, head, Philippines
HIGHLIGHTS
n Integration of the sales and marketing teams n Signed a $15-mn dollar deal with travel portal Makemytrip.com
FACTSHEET
l CEO: Pavan Vaish l Start-up Year: 2000 l Delivery Presence: Gurgaon (4), Bangalore (2), Manila (2), Mumbai (1), Chandigarh (1), Pune (1), Kolkata (1) l Address: DLF Building No 8, Tower B, 4th Floor, DLF Cyber City, DLF Phase II, Gurgaon 122002 l Tel: 01244635100 l Website: www.daksh.com l Employees: 31, 000

The year also saw IBM Daksh attracting a significant number of its ex-employees back, at all levels. Examples in the senior management levels include Rakesh Gupta, Saroja Srinivasan, Anand Jain, Supriya Kaboo, amongst others IBM Daksh also exchanges people with IBM. Last year saw erstwhile head of telecom SBU and a BPO industry veteran Arjun Vaznaik moving to IBM.

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