CIO SPEAK.

We intend to set up asecurity operating center

his fiscal'-Subramanya C

senior VP and global eTO, Hinduja Global Solutions

An IT and information security stalwart with over 2 decades of experience, subramanya C, seniorice president and global chief technology officer at Hinduja Global Solutions, handled various aspectsof conceptualizing and commissioning of business process outsourcing and IT enabled services. Being apart of strategic activities of the camp any, he has been equipping HGs to stay competitive and generateinnovative solutions.He has facilitated the migration to cloud and constantly creates cost-efficient technology strategies.subramanya candidly converses with VOICE&DATAabout the technological plans of the camp any

and the BPa industry. Excerpts-

hat is the ICTvision ofHinduja Global Solu-tions (HGS)?At HGS, we believethat technology is a

game-changer rather than an enabler ora automation tool. We offer differenti-ated services with the help of new and

ptive technologies. As demand ofomers change, we are adopting digi-ready solutions. We are migrating ourdard CRM offering to digital CRM.

industry isadhering to newer approachesto enhance customer satisfaction, BPOsare eager to offer services to multiplechannels, and the social CRM is gainingmomentum.Social CRM plays a critical role in overallmarketing, branding, sales, customerservice, business intelligence and mar-ket research. It enables companies togain insights into customers' behavior,causation, co-relation, to have mean-ingful and authentic conversation withconsumers.

antee. SIPenablement, interconnectivitybetween ISPand termination of calls inout-bound business are facing challengesin India.

HasHGSdeployed mobile applications?If yes, how is it working for you?We are in discussions with our customersfor deploying mobile applications; weare planning to deploy in retail, logistics,hospitality and travel verticals. Our groupcompany hasdeployed non-core businessapplications.

ich are the key trends in the ITeS- ustry?

data, cloud, analytics, social media,mobility are the key trends in theustry. But we need to look at therity cycle of technologies and themer-readiness to adopt. The most

minent trends in the sector are thensformation of business for increasingrevenue and to bring in efficiency. The

Are there any policy-related issueswhichstand in the way of technological imple-mentation at ITeScompanies?Yes,India hasafew regulatory constraints.Home agents, who are basically utilizedfor voice process, are posed with a fewchallenges. Licensing between nationaland international is another concern,which is continuing with the bank guar-

What are the ICT activities planned forFY 20147We intend to set up security operatingcenter and we are planning to expand itacross our delivery centers from India.When the SIPbecomes enabled in Indiaand becomes more competitive, we planto optimize it. We are also looking at mi-grating to either private or hybrid cloud,

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where we have not migrated yet. Wewill soon migrate our internal corporatemessaging infrastructure and enhanceour social CRM offerings.

What is your security roadmap?Security road map is an indispensablestrategy for enterprises. In our techjourney, we constantly keep evaluatingour move be it risks orthe technologicalneeds. Regularly, we conduct vulnerabil-ity checks by both internal and externalteams and implement respective controlmechanisms.

What are the technological challengeswhile integrating or upgrading legacysystems? How should it be handled?There are numerous challenges becausetech applications are old. While inte-grating/ upgrading, our focus ought toaround the need for replacement or isthe application ready for cloud. Dur-

ing migration, we should consider theinvestment for new technology andthe most relevant ones based on everycontext. It is a constant challenge almostevery company will have. Focusmust bearound the cost we need to spend, themaintenance costs, the kind of businesstransformation it can deliver, and howmuch of acceptance on transformationwill be there by operations people.

Is big data gaining traction in the BPOsector?Big data trend is witnessing acceptancein the BPa sector and particularly,amongst business process management(BPM) companies. But the whole jigsawpuzzle is about bringing in meaning tothe customers.

Customers' demands have changed,and they expect insightful service deliv-ery. This means, BPa companies oughtto add value to the data that is available

~'AtHGS, webelieve thattechnologyis a game-changerrather thanan enableror anautomationtool'l

and enable customers to make quickdecisions.

Therefore, big data is all about bring-ing in meaning but it all depends on howwe implement it also.

How is the ITeSindustry heading, are thedemands changing?We are in a phasewhere everyone iswellaware of outsourcing and offsourcing in-dustry unlike in late 90s. And customers'demands have changed immensely-they are demanding quicker, differential,upfront services which ensures costsaving, optimization, and efficiency fortheir organization. BPO companies canonly survive ifthey havedomain strength,financial stability, be a long-term partner,and have flexible contractual mechanismin today's scenario.

Malini Nmalinin@cybermedia.co.in

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