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In a recession-hit year, much of the growth at Infosys BPO came from the traditional stronghold, F&A while the other major horizontal that it has been trying to build upHROtoo grew significantly, though on a small base. Like most other players, its much-hyped knowledge services segment did not see too much growth, as clients cut back on discretionary spending in a tough year. Customer interaction didnt grow much, but that was almost by design.

However, some decisions that it had taken earlierlike the Philips shared services acquisitiondid contribute significantly. Infosys BPO is again looking at onshore acquisitions in Europe, the US, and Canada in FY 10, though it is not too keen to acquire only for scale. It is looking at $50-200 mn acquisitions that would give it either some platform, some new skill, or string entry to a new area.

Not a very strong player in voice services, Infosys BPOs journey into the domestic market is not as effortless as it has been for some of its peers. However, with the integrated IT-BPO deal from the I-T department, it has taken a strong foray into that. India revenues grew more than 200%, on a small base.

RANK 8	Infosys BPO
Amitabh Chaudhry, CEO & MD
Swami Swaminathan, senior VP, head, global delivery and horizontal practices Raghavendra K, VP & head, HR Ritesh Idnani, VP & head, global sales & marketing and IBU, head, BCM, IHL and EM Anantha Radhakrishnan, VP & head, strategic solutions group, IS, TIG & BTS Abraham Mathews, CFO Sheshadri BC, head quality & compliance
HIGHLIGHTS
Expanded its footprints into Pune, Jaipur, Chennai. Made its Gurgaon Center in North India a hub for its KPO services Added learning services as part of its KPO portfolio Added twenty-nine clients over the year India revenues grew more than 200% on a small base Terminated the services of 600 contracted workers in February to reduce variable costs Received a positive rating in Gartners MarketScope for F&A processes Bagged ASTD Excellence in Practice Award for diversity hiring initiatives
FACTSHEET
l Start-up Year: 1991 l Employees: 17,378 l Address: Electronics City, Hosur Road, Bengaluru 560100 l Tel: 08028522405 l Fax: 08028522411 l Website: www.infosys.com/BPO

While after lots of talk about platform BPO and some initial success, the actual efforts on that front took the backseat in a tough year. Infosys BPO does recognize that to play in horizontal linesit draws 70% of its revenue from thatit is imperative to have strong platforms. This year is likely to see a combination of organic and inorganic ways to attain that strength. In F&A, the focus is on higher value services such as financial planning, analysis, financial reporting and budgeting. In HR, going for end-to-end deals is the key strategy. If that succeeds, it can contribute significantly to topline. In knowledge based services, where there is no benchmark, the first effort is to get people with the key expertise before it can get into the platform game.

On the overall performance metrics, business was as usual; Infys BPO during the year served ninety-seven clients and added twenty-nine clients across verticals. Manufacturing at 70% and insurance at 58% grew significantly over the previous year.

This year, the company is expecting to touch $340 mn in revenue. DQ

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