GBS WORLD NEWS | WEEK 5 | AUGUST 2024
TriZetto Software Group – a subsidiary of the multinational IT corporation, Cognizant – has filed a lawsuit against another IT giant, Infosys, in a Texas court. TriZetto is accusing Infosys of misappropriating trade secrets to develop competing healthcare software, claiming Infosys abused access to confidential information during joint projects under non-disclosure agreements. This is particularly related to TriZetto’s Facets and QNXT software. Infosys allegedly repackaged this data into its own products, although Infosys denies the allegations and plans to defend itself in court.
In Africa, Kenya is emerging as a leading BPO and global business services (GBS) market, with projected revenues of over US$500 million this year (a market size provided by GBS.World and Genesis GBS). According to Sama AI’s CEO, Wendy Gonzalez, Kenya’s growth success can be attributed to the quality of its workforce, particularly in digital and AI sectors. Despite strong competition, Kenya’s strategic investments in digital skills and partnerships, like the one with the University of Nairobi, are positioning it as a global leader in digital employment opportunities.
The global cloud-based CRM software corporation, Salesforce, is enhancing its AI capabilities with the introduction of two autonomous agents both available in October. The Einstein SDR Agent nurtures pipelines autonomously, handling tasks like qualification and meeting bookings, while the Einstein Coach provides personalized coaching through tailored role-plays and objective feedback.
In Sri Lanka, the Sri Lanka Export Development Board (EDB) and SLASSCOM launched the “SheExports” program, aimed at empowering women tech entrepreneurs in the ICT/BPO sector. The long-term initiative offers capacity building, mentoring, and international exposure to help participants compete globally. The program features industry experts, covering strategic planning, export markets, and digital tools. SheExports seeks to foster a more inclusive tech industry in Sri Lanka.
Also in the APAC region, a Philippines-based accounting outsourcing firm, TOA Global, is expanding its workforce and has opened a second office in Cebu IT Park, covering over 5,000 square meters and accommodating 940 employees. The expansion aims to create career opportunities for accountants, bookkeepers, and other professionals. TOA Global offers various work arrangements and has invested in amenities like training rooms, chillout areas, and a KTV room to enhance employee wellbeing.
In the CALA region, Fusion CX has announced a strategic investment in RCC BPO, an outsourcing services provider based in Belize. This move aims to expand Fusion CX’s global presence and enhance its customer experience (CX) services. RCC BPO will benefit from Fusion CX’s strong market presence across APAC, EMEA, North America, and Latin America, allowing for growth while maintaining its existing operations. This partnership will leverage Belize’s skilled, bilingual workforce and competitive pricing, enabling Fusion CX to offer improved nearshore solutions to its global clientele.
In India, Havas CX India has released the 2024 X Index report that reveals a shift in Indian consumer expectations, emphasizing personalized and emotionally resonant experiences. Surveying 55,000 consumers across nine global markets, the report highlights that brands must go beyond efficiency to create differentiated, value-driven customer experiences. Indian consumers now prioritize recognition, privacy, and meaningful brand relationships. The top brands include TATA Motors, Apple, and Kia, excelling in delivering novel and rewarding customer interactions.
