GBS WORLD NEWS | WEEK 4 | MARCH 2022
The Ukraine conflict has continued to put pressure on the country’s IT Outsourcing (ITO) sector, where ITO leaders are working together to mitigate the effects on projects and client partnerships. Operations have mostly shut down in Ukraine’s key ITO service hubs, including Kyiv and Kharkiv. Although Lviv has been serving as a haven for ITOs since the start of the war, the city is now under bombardment. The conflict has had a significant impact on Ukraine’s IT outsourcing industry, which exports US$6.8 billion of IT services. A growing number of enterprise brands and ITO service providers are exiting Russia and Belarus, increasing their economic isolation.
Australian insurers are turning to specialized business process outsourcing (BPO) providers in their pursuit to cut costs, replace legacy IT systems and meet rising customer expectations, according to an Information Services Group (ISG) Provider Lens™ report. Increasing competitive pressures from Insurtechs and other start-ups are forcing Australia’s insurers to look to BPOs to digitize customer and agent experiences at all touchpoints, including applications, onboarding and claims.
A Nairobi-based B2B platform, Sokowatch, announced its expansion into Senegal and Côte d’Ivoire and has subsequently rebranded itself to Wosoko. The platform connects informal retailers to manufacturers, where it has recently obtained US$125 million in a Series B round of funding. The funding will be invested towards further geographic expansion and driving product growth. Wosoko also has a presence in Tanzania, Rwanda, and Uganda.
California’s premier tech tenant, Google, is extending its Contact Center AI (CCAI) service to allow enterprises to integrate their contact center data with their customer relationship management (CRM) applications to optimize and enhance customer service. Scheduled for availability in August 2022, contact centers will have access to CCAI’s rich features, including Diagflow, CCAI Insights and Google’s AI brain that combines NLP (natural language processing), text-to-speech and speech-to-text, to aid in call-processing automation.
The 2022 Global IT Outsourcing Market Report has been published by Calibre Research, presenting insights into recent market trends, possible growth rates and differentiable industry strategies. The report includes reviews of significant players and their profiles, regional analysis and ITO industry shares as well as forecast details. The notable market players that are mentioned in the report include Capgemini, HCL Technologies, HPE, Cognizant and Infosys.