The 10 Most Promising BPO Services provider companies

VOL 6
JUNE-2019
ISSUE 5
Industry Insider
PostgreSQL - The Open
Source Database you
should start using!
Enabling India
The New Era of Indian
BPO – Placing New
Equations Right!
Deepak Kashyap
CEO
Mas Callnet
Where Customer Experience Matters!

From the
Editor
“Outsourcing is inevitable, and I don’t think it’s
necessarily treating people like things”
– Stephen Covey, American educator and keynote
speaker.
A Reflection to the
Inevitable Outsourcing
he BPO industry has come a long way in
Tsurpassing challenges and creating numerous
opportunities for the established industry players
as well as the emerging novices. These openings have
proved to be a major contributor in uplifting the Indian
economy, thereby making it a distinctly exclusive
destination for business process outsourcing. Today,
being amongst the top-notch outsourcing destinations
worldwide, India is defining the true essence of
outsourcing with its multi-talented pool of young folks,
affordable resources, and technology at the forefront.
With in-depth analytics at the helm and enhanced
solutions rolling out unmatched experience, the proficient
outsourcing service providers are placing their best foot
forward towards making India ‘Developed’. Their knacks
have helped the country in creating a prominent niche
across the IT & ITES outsourcing, and has made it a
preferred choice for majority of the SMEs and giant IT
organizations. Also, various US and UK-based companies
are choosing the Indian service providers as its
outsourcing partner.
The day-by-day evolutions in the BPO landscape since its
arrival are truly evident for its year-over-year growth till
date. The same swiftness would be witnessed in the
coming years as the current BPO industry is standing tall
in generating employment and boosting the economy for
the longer run. The future is all about ‘embracing
changes’ and it can be said that outsourcing is here to
stay and disrupt the business world like never before!

Editor-in-Chief Pooja M. Bansal
Managing Editor
Executive Editor
Devasish Kanojiya
Rahul Niraj
Art & Design Head Amol Kamble
Associate Designer Poonam Mahajan
Art & Picture Editor Rahul Kavnekar
Co-designer
Asha Bange
Business Development Leader Tejaswini Whaval
Business Development Executive Sarika Kawade Redekar
Technical Head Pratiksha Patil
Technical Specialist
Amar Sawant
Digital Marketing Manager Prashant Chevale
SME-SMO Executives Uma, Ketki
Circulation Manager
Tanaji
sales@insightssuccess.com
June, 2019
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RNI NUMBER: MAHENG/2018/75953

CONT
COVER STORY
cxo
INDUSTRY INSIDER
PostgreSQL The Open
Source Database you
should start using!
MAS CALLNET
08
22
Where Customer
Experience Matters!
INTERVIEW WITH INSIGHTS SUCCESS
CONNEQT BUSINESS
SOLUTIONS
A Premier Customer
Experience Management
Company
14

ENTS
20
ALWACHSEND
One-Stop-Solution to All the
Outsourcing Queries
HRH NEXT SERVICES
Delivering Splendid
Personalized Experiences
24
28
NAVIGANT TECHNOLOGIES
A Global Demand Generation
Company
ZEALOUS SERVICES
Disrupting the Outsourcing
Industry Since 2007
34
ENABLING INDIA
The New Era of Indian
BPO – Placing New
Equations Right!
30
ARTICLE

Mastering the Art of ‘Outsourcing’
ver the last decade, the idea of embracing technology changes has received immense recognition and
Oacceptance among the BPO companies. Their practical framework of understanding the competencies of
the business world is unfolding remarkable innovations for the mankind. With experience and strong
technical expertise, the BPOs are successfully planning and designing a wide range of services boosting the business
world in the long run.
While the first quarter of the year 2019 was very much enthusiastic for the BPO industry, the second quarter has
taken it beyond the success horizons. Recognizing the forerunners that are revolutionizing the corporate space and
keeping innovation on their radar by staying up-to-speed with the developments, we have come up with this special
edition of “The 10 Most Promising BPO Services provider companies.”
On the Cover of the issue, we have featured Mas Callnet India P. Ltd. – India’s only 360 degree CX focused ITES
provider. The company is outshining its competitors with its innovative solutions and redefining the outsourcing
space.
Apart from such an insightful cover story, we have also enlisted; Alwachsend Training And Placement Services
Pvt. Ltd. that is providing technology-driven offshore outsourcing solutions along with value-added workflow
solutions to US and UK customers, utilizing globally resourced skill sets to ensure continuous improvement in its
service offerings, HRH Next Services is an omni-channel platform that is transforming the traditional services and
rolling out unmatched experience for its customers, Navigant Technologies Pvt. Ltd. is a global outsourcing firm
providing services across various sectors of the industries, and Zealous Services is a premium International Contact
Center consistently focusing on offering comprehensive inbound and outbound programs across a full range of B2B
and B2C markets.
Alongside, companies like Ensomerge Services Private Limited, Ison BPO India Private Limited, Renuka
Outsourcing, The-Connections ITES Business Services Pvt. Ltd., and Quick Call have also been featured in the
listing of this edition.
While flipping the pages, take a note not to miss out the exclusive interview with Neeraj Tandon – the CEO at
Conneqt Business Solutions Ltd.
Turning some more pages will help you find out an Infographic piece The New Era of Indian BPO – Placing New
Equations Right masterly crafted by our in-house editors and designers. The article PostgreSQL - The Open Source
Database you should start using by an industry expert, Anudweipayan - Sr. Project Manager at Lyra Infosystems,
would take you on a journey showcasing insights to a unique database commonly known as ‘Postgres’.
Looking at the emerging opportunities and the growing possibilities, this issue of ours will introduce you to a whole
new world of novelty.
So enjoy the exciting read!

Deepak Kashyap
CEO

COVER STORY
Mas Callnet
Where Customer Experience Matters!
“ CX is
the new
RX for
your
businesses
“
Started in 2003, Mas Callnet India P. Ltd. is
India’s only 360 degree CX focused ITES
Company.
The organization combines their deep industry
knowledge in contact center operations and
integrated feet on street solutions utilizing
innovative technology to offer phenomenal AI led
solutions to over 250 clients across all the major
domains.
Its unique methodology of using People, Process
and Technology in the most innovative manner has
enabled them to provide exemplary customized
cost smart solutions.
With years of experience into providing
customized solutions to their clients, the
organization is always striving to innovate for
every client’s specific needs.

The flagship company offers their services under three
verticals:
Mas Callnet India Pvt. Ltd.
This is the vanilla BPO arm which is more of a Knowledge
process outsourcing partners. The wide range The Company
is disrupting the Vanilla BPO segment with its Inbound and
Outbound contact channels in an AI led environment
coupled with strong CX strategies. Not many ITES
companies can boast about this in the country today.
Offering robust customer life-cycle management services
are its forte. Mas Callnet is an even mix of best of the IT
infrastructure and phenomenal people and process driven
policies. The in depth experience of handling clients in all
domains and fields are evident from the huge list of top
business houses in the country today who are their clients.
Isparkindia
Offering Field fulfillment services under the flagship of
Isparkindia, it (FOS Solution) consistently focuses on
Background verifications, Competitive benchmarking,
Market intelligence gathering, Business opportunity
analysis, Surveys etc. in order to generate profitable
outcomes. This arm of the business does all the above
mentioned activity and delivers the following:
“
To be the most preferred
partner for all Business
Process Management
needs, to businesses
of all size & spectrum
across all domains,
helping them focus on
their core excellence
“
a) Capture: Capturing of data| Image |Video |Google
co-ordinates |Spirit | Opportunities.
b) Validate: using Artificial Intelligence |Data base | Manual
audits.
c) Analyze: To help take informed decisions on market
opportunities |Taking decisions |
d) Measured outcome
DIALDESK
Living 24/7 by Pay as you Go, the company ensures that
the MSMEs pay only as per their usage. Its unique product
– Dialdesk is a foolproof, customizable and ready-to-use
package empowering critical customer interaction tasks
with a prime focus on consumer experience. Adding an
extra plus to this product is its AI and Cloud-based CRM,
and an eye on close looping. In past few years a lot of IVR
based solution providers have cropped up who claim to be
customer solution providers but They offer services
limited to just few aspects. Either, cloud based CRM or
IVR solutions etc.
Dialdesk does it all:
1. Cloud based CRM
2. 24/7 Human support
3. Artificial Intelligence Enabled CRM
4. Social media Integrated CRM
5. Delivering value beyond cost reductions.
6. Intelligent business insights.
Breaking Shackles, Building Empire
Like any other BPO organization, Mas Callnet also faced
various challenges related to infrastructure, internet
connectivity, power back up, etc. during its initial years of
establishment. Another major challenge was getting a
resourceful manpower for smooth functioning. Starting
from the scratch without proven credibility and engaging
customers was not an easy task.
But, the company created its niche in its sector by
surpassing each hiccup with consistent dedicated
endeavors. The grit, determination, keen eye for IT
innovations, and trust of the employees enabled Mas
Callnet to break the traditional shackles and build its own
empire.
Deepak Kashyap: An entrepreneur with a relentless
mission.
With over two decades of experience in entrepreneurship,
fascination to technology and innovations, zest to learn and
move forward is Deepak Kashyap, the CEO of the

company. He has done his Master’s in Business
Administration (Sales and Marketing). A frontrunner in the
Customer Service Experience segment, Deepak is a true
visionary and one of the masterminds to craft out an allinclusive
first-of-its-kind BPO solution – Dialdesk. Today,
from effectively identifying CX gaps to plugging them
using PPT (People Process & Technology) & CEC
(Customer Experience Culture) technology, and other
engagement tools & strategies, this platform is considered
as one of the most respected CX platforms in the world.
Deepak has been instrumental in formulating and executing
world-class CX practices to attract business and retain
customers in the longer run. He is a co-founder of a novel
customer experience platform – CXREFRESH, which
builds an ecosystem of business leaders by creating global
CX strategies and help businesses to thrive and move out
from their current orbit of growth to the next level.
Believing in the mantra of Gain by Giving, he empowers
employees to go beyond their comfort zones in order to
create a strong culture of learning in the organization.
Apart from all this, Deepak is an author of an upcoming
book ‘Junoon Jarurat Jugaad’, talking about the
entrepreneurial voyage of entrepreneurs who have reached
a commendable position after going through all the pains,
anxiety, frustrations, roller coaster ride and now are stuck in
an orbit of no growth. He talks about the key three
elements Junoon, Jarurat and Jugaad which has taken them
to a position of respect but are now stuck in a loop of
Survival, struggle, Stability or Growth.
He enlightens about the fourth element CX, which can take
them to the next orbit of growth. Deepak writes about the
scientific way of designing an appropriate CX strategy for
businesses, the implementation of it and methods of
continual refreshing of them to stay ahead of competition.
Mas Callnet is all above about enabling businesses to focus
on their core business aspirations through:
1. Offering values which are beyond cost reduction
strategies: The unique and tailor made strategies we deploy
ensures that the optimum revenue is generated for our
clients and also ensuring the brand value of the business is
enhanced.
2. Enabling Controlled and measured business
outcomes: By delivering Superior business insights and
intelligent analysis we enable our clients to take calculated
and informed decisions and create strategies in accordance
with the market pulse.
3. Enhancing CX: By delivering superb customer
experience at every interaction which is customized as per
the business requirements at every interaction point, we
create an ever lasting impression on customers which
results in retention and increase in sales for our clients.
4. Superb IT innovations: IT automations and the AI
enabled environment ensure that seamless delivery of
services is done which is of global standards.
5. Standing out from the competition: Our unique
methodology of delivering services and intelligent analysis
ensures that our clients can stay focused on their core
business and grow phenomenally.
More about Mas Callnet
Backed by superlative innovative technologies developed
by the in-house IT team, the company stands tall as it
outshines its competitors and has benchmarked its presence
with utmost prominence, nationally. It consistently invests
in automation to deliver unparalleled customer experience.
The company primarily focuses on offering solutions
related to Market Research. These unified efforts help Mas
Callnet in staying relevant and be a trustworthy partner for
its customers, today and tomorrow. Its in-house customized
technologies include:
The company follows a unique culture of ‘Learn and
Teach’ and ‘Teach and Learn’. This culture genuinely
defines, identifies, and enhances employee roles and the
knowledge required to fulfill those roles. The trainings are
conducted either using an in-house expert or through
external agencies. “We conduct workshops on a regular
basis to upgrade our skills and ensuring the domain
expertise is as per the global standards,” adds Deepak.
Over the years, the company has collected various jewels in
its pocket. It has been awarded for ‘Innovation &
Technology’ by Franchise India and has also been entitled
as ‘Pioneering Spirit’ by Lufthansa ET now. Adding more
starts to its shoulder is its recognition in the ‘10 most
recommended productivity technology solution providers
2018’ by CIO Insider Magazine. Additionally, Mas Callnet
has been featured in the Business Connect Magazine as one
of the ‘The 10 Most Trusted BPO solution Provider
Companies in India’.
The Existing Picture
The global outsourcing industry has come a long way
through continuous evolution. The players in the Asian
countries are rising to shine with a commendable pace.
Apart from being a continent that’s rich in culture and
history, Asia is a prime location for business, particularly
when it comes to technology development and startup

companies. As such, it’s no surprise that a lot of foreign
businesses are clamoring to have jobs outsourced to this
superpower region.
In this digital age, the key point to note is that a BPO, no
matter which region it is operating from, would be able to
survive and grow only if it has the strongest of the CX
design and is able to pass on this to its clients. This scenario
coupled with innovative technologies would be the driving
force for companies to grow like never before. AI Led
environment
Embracing Innovation and services with the base of an
AI lead environment
For Mas Callnet, Constant and controlled Innovation is the
name of the game. Since inception, it has been a
technology-oriented company which believes in constant
upgradation matching the international standards. Investing
heavily in technology, the company has a separate Research
and Development team which consistently monitors the
latest technologies, develops and strives to incorporate it.
What Next?
“
To be the design and
delivery partner in a
symbiotic environment
of AI led process
automation and human
expertise creating an
enhanced customer
experience for our clients
“
We believe that the CX design and periodic refreshing of
it will become the game changer for all businesses to
stand out from competition. Unfortunately there are
very few platforms which addresses the needs, problems
and desires of SME/MSME’s to develop these
phenomenal CX designs and help them to implement
them.
Mas Callnet aims to be the best in its chosen field. It will
keep promoting the CX culture which is the base of its
exponential growth. It is placing its best foot forward to
take consumer experience to the next level. The company is
striving to sculpt cutting-edge CRM tools in order to
quench the needs of the clientele comprehensively. With
each passing day, it is gearing up to go global with its
innovative product called Dialdesk, which is one of the
unique pay as you go customer service solutions available
in the market. This revolutionary product is and will keep
empowering the SMEs and MSMEs segment to avail topnotch
customer service at a nominal cost while
continuously increasing the customer experience quotient of
the business.
Mas Callnet is already conducting consumer experience
workshops through its CX arm CXREFRESH, emphasizing
the significance of consumer experience. The company is
all set to disrupt the Information Technology Services
industry by implementing these consumer experience
products and services.

CONNEQT
BUSINESS SOLUTIONS
A Premier Customer Experience Management Company
The below excerpt is an exclusive interview with
Mr. Neeraj Tandon – CEO of Conneqt Business
Solutions Ltd. (Formerly TATA Business Support
Services) a joint venture of TATA Sons and Quess Corp and a
sub holding company of Fairfax Canada.
Behind the Scenes: A brief write-up about Mr. Neeraj
Tandon
Serving as CEO since July 2018, Neeraj led the company
through a smooth transition from Tata BSS to Conneqt. He had
built a culture of Performance Orientation, Agility and Better
Execution that helped Conneqt grow at twice the Industry
growth rate and improve margins. His focus on Employee
Engagement and Customer Satisfaction has helped improve
both Employee Engagement scores and Client NPS. He is
making large bets on Process Automation and Digital Process
Outsourcing to repurpose the organization for the future. Prior
to joining Conneqt, Neeraj held executive positions across
technology & outsourcing majors including HCL, IBM, ACI
Computers & HP. He was also the Co-founder of mPayGo
Internet Services, a FinTech start up. In his 30 year long career
he is credited with being an entrepreneurial self-starter who
has done business across the globe by creating practice led
transformational value propositions for his clients. He is an
alumnus of IIT Delhi and IIM Bangalore.
We are also embarking on our Digital journey with innovative
DIB (Digital-in a-Box) framework to help clients rapidly
develop digital services that are market ready. We are also
investing in automation and analytics capabilities and
geographical expansion to US, Middle East and APAC.
2. Mention any awards and appreciations that your company
has received.
Here are some of our recent awards:
• Digital Customer Experience Summit & Award 2019
Won 2 awards – “Digital Excellence in Banking Sector” and
“Digital Customer Experience Team of the Year”
• Business Intelligence & Analytics Summit & Awards 2019
Conneqt Business Solutions – Let’s Simplify
1. Kindly brief us about Conneqt Business Solutions.
Conneqt Business Solutions Ltd (formerly Tata Business
Support Services Ltd) headquartered in India, is one of the
largest CLM (customer life cycle management) and BPM
(business process management) service providers in India and
the Middle East. We have over 30,000 FTE employees located
across 26 delivery centers and also present in over 650
locations through our unique ‘Feet on street’ offerings. Today
we support over 130 clients in 24 Indian and 12 international
languages. Besides CLM BPO services we also provide
Finance and Accounting (FAO), HR BPO services and
vertical/industry processes.
Won 2 awards – “Business Intelligence Champion of the Year”
and “Analytics Excellence Awards”
• Dream Companies to Work For 2019
Won 5 awards – “Dream Companies To Work For”, “Best
Service Provider”, “Career Fairs”, “Campus Recruitment and
“Talent Management & 101 HR Super Achiever HR
Leadership Award”
14
JUNE 2019

JUNE 2019 15

Interview with Insights Success
• Future of HR Summit & Awards 2019
Won the “Best Recruitment Strategy & Best Talent
Acquisition Practice Award”
• Golden Globe Tigers Award 2019
Won the award for “Best High Potential Development
Program – LEAP”
• Design Thinking Summit & Awards 2019
Awarded as the “Best Transitions Design Organization”
• CSR Leadership Awards 2019
Won the Best “Corporate Social Responsibility Practices
Award”
We won the following awards in the year 2018
• UBS Forums - Best Internal Communications Award 2018
• Best Leadership Development Program @ Global Training &
Development Leadership Awards, February 2018
• Recognized for CSR contribution towards society by Amity
CSR Awards, March 2018
• TATVA Award for ‘Best Service Provider’ for our services to
one of the largest private insurance companies in India – won
3rd time in a row by Conneqt, April 2018
• Best Performing Partner of the Year Award from one of the
Private Bank’s Retail Asset Recovery Department, May
2018
• Best Business Partner Award from India’s Largest Hotel
Aggregator, September 2018 And,
• NASSCOM Customer Excellence Award 2018
Won the prestigious “Customer Service Excellence Award,
2018” in “Process Improvement & Efficiencies” category for
Tata Motors Limited
3. What are the different products and services of Conneqt
Business Solutions?
Conneqt Business Solutions is one of the world’s leading CLM
and BPM organization. Our four enablers - people, process,
platforms and partners – come together to help us deliver
favorable business outcomes across industries.
Here are the details of our end-to-end services and solutions:
I. CUSTOMER LIFE CYCLE MANAGEMENT
SERVICES
1. Front & Back Office Services
• Omni channel customer interaction services
• Middle and back office services
• Digital marketing services
• Surveys & VOC
• BI & analytics
2. Fulfilment Services
• Field collections and reconciliations
• Field investigation
• Agency based service and sales
• Ecosystem management
II. BUSINESS PROCESS MANAGEMENT SERVICES
• Auto TPA – insurance services
• Market research and analytics
• Audit services
III. SHARED SERVICES
• Finance & accounting services
• HR shared services
• PR to PO
Apart from CLM and BPM, we had ventured into our Digital
Journey known as “Digital-in-a-Box (DiB)” to provide a
seamless transition and transformation experience to our
customers in the Digital Era
IV. DiB
• Omni – Channel Services
• Social Media sevices
• BI & Analytics
• eWallets
• Field Force Automation
• Process Automation
• Sales Automation
• Cloud CRM
4. What is the USP of Conneqt Business Solutions that serves
as an advantage over competitors and benefits
clients/customers?
Since our inception in 2004, we have served clients across
Banking, Financial Services & Insurance, Telecom & Media,
Auto & Manufacturing, Retail & E-commerce, Emerging and
Travel.
Across engagements, our clients acknowledge the value we
bring to their business:
• End-to-end CLM: We support clients across the customer
lifecycle journey (target - acquire - onboard - serve - grow -
retain)
• Program management: We take ownership at all the stages
of the engagement (design - development - deployment -
delivery - insights)
• Omni-channel expertise: We connect with customers
through multiple modes (voice, IVR, web, email, video and
voice chat, SMS, social media, self-service kiosks, agency
and snail mail), while ensuring a consistent brand experience
16
JUNE 2019

• Presence and personalization: Our wide delivery footprint,
multilingual capabilities and proven expertise across
industries and offerings makes us the go-to service provider
for medium and large enterprises seeking business
transformation
• Business outcome-focused: Our committed outcomes of
growing revenues, enhancing experience and enabling
efficiency resonate strongly with clients
• Our values and heritage: Business is not the end for us, but
merely the means to achieve a larger goal. Our affirmative
action, positively impacts thousands of lives, while offering
clients significant benefits. Our values, thus, play a key role
in shaping the organization our culture, and most importantly
the value that clients draw from their engagement with us
5. How is the global outsourcing industry evolved over the
last decade and with Asian countries joining the fray, what is
the current scenario of the outsourcing industry?
Past Scenario
Over the last decade, despite recession and many other
economic factors, Business Process Outsourcing (BPO)
industry had expanded tremendously since 2009, new facet
being offshoring of IT services. ITeS and IT along with
Finance functions were impacted during 2008-2009 recession
but markets did not decline and maintained a steady aggregate
score.
In 2008 the revenue of global outsourcing industry stood at
87.5 billion U.S. dollars and it showed an upward trend till
2012.
Over the last 5 years there was a steady drop in revenues to
76.9 billion US dollars in 2016 due various factors.
Present Scenario
America holding the largest share in revenue. Asia Pacific
ranks as the fastest growing outsourcing market with a CAGR
of 9.6%. India and Philippines are the two most lucrative
destinations for business process outsourcing services followed
by other countries
6. How is the company embracing innovation and leveraging
technology for rolling out exquisite services?
ConneQT Business Solution has been heavily embracing on
technological innovation. However, over a period of time we
have understood that it is not just about embracing innovation,
it is about embracing change. CBSL has been at the forefront
of embracing the change in what customers expect from
service providers. These have evolved over the last decade
drastically. We have over a decade of experience in enhancing
customer experiences across verticals and we see the customer
expectations shifting and evolving. Technology is now not just
a layer on the business but has become integral to the fabric of
the company.
Keeping this in mind we introduced, a couple of years back, an
accelerator framework “Digital in a Box” which has been well
received across the customer community. DiB covers various
aspects of front-office and back-office with the basic notion
that the customers view brands as one entity and hence the
entire customer journey needs to be enabled and orchestrated
in a seamless manner to deliver superior CX (customer
experience). This may include various technology components
from Omni-Channel & CRM to automation (aka RPA) well as
Social Media Services & Analytics. Our Digital stack covers
solutions for the entire customer life cycle management, right
from Customer targeting, acquisition, on boarding, maintaining
and servicing. Our technology solutions are tailored to
enhancing both experience and efficiency (E2 Index).
7. What would be your advice for the budding start-ups and
entrepreneurs in this segment?
• Before you commit yourself to a start-up you should first
introspect and see what problem are you trying to solve? Is it
a real problem? How big is the problem? Who are the others
trying to solve the same problem? How well does your
solution stack up against others?
• Use technology as much as possible. In the current context of
business, using technology is essential to solving problems
effectively and disrupting existing players.
• Have a team in place that is cohesive and has a shared vision
of the future. Find someone to lead the team. Democracy will
not always work.
• But, above all, once you start don’t give up. Close your exit
options. This is usually the most important difference
between success and failure!
8. Brief us about the company’s future perspectives.
Aiming to Achieve more:
• To be a $1Bn valued enterprise by 2022
• To deliver superior customer experience by continually
simplifying business processes and creating sustainable value
for all stakeholders
JUNE 2019 17

MK Noorani TAJ
CEO & MD
Of many things that make a company great,
manpower or employee strength rules the chart.
Finding the right people for the right job is crucial
for any company. But the whole process of recruitment can
be an ardent task especially with fluctuating market demand
and supply rules. As such, companies need to rely on
strategic partnerships with reliable business outsourcing
providers who can meet their demands within stipulated
constraints. One such company satiating clients on every
parameter is ALWACHSEND.
The company offers wide range of BPO (back office
operation, accounts & finance, HR, data processing, vertical
support and others), call center
(telemarketing/collections/follow-up/lead
generation/survey/research/technical support), and IT/ITES
services that help clients achieve new levels of profitability
while reducing their operating costs. The technology-driven
offshore outsourcing solutions which ALWACHSEND has
been providing to global companies since 2018 has created
major value for its US & UK customers. “Our in-depth
knowledge in BPO, call center and IT/ITES services enable
us to provide a total solution for international projects
20
including inbound & outbound,” professes M K Noorani
TAJ, CEO & Managing Director.
Adding more glory to ALWACHSEND’s foundation are
Zareen, Abdul, and Nayeem – the Directors, and
Yengareddy – the Advisor.
Distinct Features
Operating from India’s software hub, Bangalore the venture
grants value added workflow solutions by utilizing global
resource skillsets and technical facilities. It has not only
invested in top-line technologies but also trained its
resources to execute every process with absolute client
satisfaction. Committed to meeting consumer’s
expectations, ALWACHSEND upholds a separate nonvoice
team who handles projects with online queries and
provides 24×7 assistance through phone, email or live.
Going an extra mile, it associates with several firms
globally in order to bring the best of technologies, prices
and people. These distinct outsourcing features give
consumers a competitive edge over other players in the
market.
JUNE 2019

In pursuit of establishing credible goals and creating an
environment of continuous improvement, ALWACHSEND
has deployed stringent quality monitoring systems and
acquired ISO 9001:2000 certification, thereby meeting
international quality standards. Apart from implementing
various security measures such as data encryption, antimalware
protection, and firewall, the company exploits
information leakage, unauthorized access and website
defacement prevention (wapples) to maintain data
confidentiality. These distinct measures have facilitated
ALWACHSEND to acquire clients like Apple, Yahoo, and
Google, along with telecom/government entities, and
establish trust-based relationships with them. The company
that started with only five employees today upholds 300+
people with its partners and aims to introduce UPI merchant
app countrywide. Simultaneously, ALWACHSEND
envisions entering Rs. 50 crore club by FY 2019-20.
Exclusive Services
ALWACHSEND offers services under the following
specialized Branches:
ALWACHSEND is one of the leading Training
Development & Manpower Staffing, offering cost-effective
& hassle-free solutions across all the industries in India and
overseas. Its professionals have vast knowledge in the
recruitment process, hiring strategy, screening the right
candidates for the right job. The experienced Recruiters are
dedicated to providing support in the following areas and
more:
• Training & Development
• Permanent Hiring
• Executive Search
• Contract Staffing
• Campus Placements
• RPO Services
• IT Jobs
• Management Jobs
• IT Consulting
• HR Consultancy Services
ALWACHSEND develops IT solutions that deliver results
for the business. Its qualified software engineers and
developers are adept in the latest technologies for onpremise,
cloud, mobile and web solutions. It follows best
practices, so the process of design, development,
deployment and maintenance is hassle-free for clients.
ALWACHSEND is proficient in developing high-quality
software solutions on the latest, popular platforms within
stipulated timeframes.
INBOUND CALL CENTER SERVICES
ALWACHSEND ensures that the inbound call centre
services of the client company are high performing and that
its customer service efforts are inextricably linked. This
helps to ensure that they can respond efficiently and
appropriately, to customer queries/sales calls, feedback,
surveys, and other activities. As an expert global IT-BPO,
ALWACHSEND has the experience, the trained staff,
resources, and the technology to ensure that the inbound
call centre service of clients surpasses expectations and
yields desired results in the form of increased sales leads
and enhanced customer relationships.
OUTBOUND CALL CENTER SERVICES
ALWACHSEND has highly skilled agents with years of
experience selling products and telemarketing over the
phone. It creates programs that fit clients’ needs and offer
the best in script writing, quality control, and outbound call
training. It has provided various lead generation services to
multiple companies and provides its clients with fresh sales
opportunities daily. Its comprehensive support ensures high
sales ratio, customer service and the best return on
investment. With no long-term commitments,
ALWACHSEND’s month-to-month agreements give clients
the flexibility to add agents to projects fast.
BACK OFFICE SERVICE SUPPORT FOR NON-
VOICE
An organization’s back office management can significantly
impact its success. Large volumes of data accrue on a daily
basis, from various transactional processes such as order
fulfilment, applications processing, transaction processing,
billing, and collections that require effective back office
solutions. Alwachsend is one of the reputed leaders in
empowering numerous global businesses and organizations
through high quality back office BPO services that promote
enhanced business efficiency and improved bottom-line.
WACHSEND provides end-to-end Business Process
Outsourcing Services, BPO, Call Center and IT
Outsourcing Services. Its offering spans IT Services,
Finance and Accounting Outsourcing Services, Back Office,
Data Entry and Data Processing Services, Call Center
(Customer Service) Outsourcing, Healthcare BPO Services,
E-commerce Support Services, Corporate Training, and
Digital Marketing.
JUNE 2019 21

22
JUNE 2019

PostgreSQL is an open-source relational database
management system. With the tremendous
proliferation of cloud-web, mobile, IoT or even big
data applications in last few years, its popularity has started
to gain considerable momentum in recent years. Startups,
small to medium enterprises, and even larger organizations
are preferring Postgres over expensive vendor databases for
its ease-of-use, cross platform compatibility and support
from cloud vendors like AWS.
This unique database is commonly known as “Postgres”
and is often pronounced as “Poss-gres” or “Post-gres or
“Post-gri”, depending on the part of the world you are from.
Over the years, Postgres has become most sought after
Open Source DB in the software world.
To give some intro, the implementation of Postgres started
in the year 1986 at the University of California at Barkley
under the leadership of Professor Michael Stonebraker and
was sponsored by the Defense Advanced Research Projects
Agency (DARPA), the Army Research Office (ARO), the
National Science Foundation (NSF), and ESL, Inc. But
since then from its humble origin, this open source database
has gone through a lot of changes and improvements over
the decades and turned out to be a database which can give
many commercial databases a run for their money. The best
part was that, it was started as an Open Source Project and
it remained that way.
Since its free and open-source software, it is released under
the PostgreSQL license, a liberal Open Source license,
similar to the BSD or MIT licenses. Postgres has always
been supported by strong, extremely skilled and dedicated
open source community. Due to which over the years it has
been known for its strong architecture, reliability, data
integrity, robust feature set. PostgreSQL is ACID
(Atomicity, Consistency, Isolation, Durability) complaint
which is nothing but a set of properties required for
database transactions. ACID compliance ensures that no
amount of data is lost or miscommunicated in case of a
failure, even when there are numerous changes made during
that single transaction. Postgres runs on almost all the
Operating systems. Setting up Postgres DB in any of your
environment is quite easy and only involves few steps.
Being a relational database, it supports features such as an
array of different kind of data types, provides data integrity
features, allows concurrency for better performance, SQL
compliance, a reliable and very robust disaster recovery
such as Write-ahead Logging (WAL), Replication (Master-
Standby) which includes asynchronous, synchronous and
logical, extensive security features, extensibility and
amazing internationalization and text searches and many
more features.
It has been proven to be highly scalable both in the sheer
quantity of data it can manage and in the number of
concurrent users it can accommodate. One can easily find
winning case studies on how active PostgreSQL clusters in
production environments can manage many terabytes and
petabytes of data.
Postgres’s licensing terms does not put any restriction on
how many databases one can have. With the increasing cost
of the commercial databases with the increase in the
amount of data, this is a major factor why many are going
for this database.
With its active contributor community at its core, who are
continuously working on improving this database, it has
been observed that the frequency of enhancement of DB is
more than any other database and lesser issue resolution
time as well.
With respect to the security aspect, it manages security by
either granting or revoking permission of a role on an object
down to the column level. In this case, a role is regarded as
a user or group of users. Postgres supports a number of
external authentication mechanisms such as SSPI, GSSAPI,
LDAP etc. It provides common configuration file where
connection rules can be set which makes it easy to manage
for a database architect.
When it comes to performance, it is one of the best among
its peers. It has been proven time and again in terms of
server performance, scalability, data handling and even on
financial ROI, it is the DB of choice. PostgreSQL has been
found to perform well in OLTP/OLAP systems when
read/write speeds are necessary and extensive amount of
data analysis is required. PostgreSQL also works well with
Business Intelligence (BI) applications but is much better
suited for Data Warehousing and data analysis applications.
We use it in all of our applications and I always recommend
it to our customers as well and also help them with set-up or
migration. My personal opinion is you should also try it
once and experience the difference and I am sure you will
like. Go for it!
JUNE 2019 23

Ankit Shah
Co-founder & CEO
Parikshit Shah
Co-founder
With skyrocketing demands and inflation at its
peak, the new-age organizations are deeply
focusing on customer-centricity leading to
ample scope, foray, and growth opportunities across the
outsourcing industry. This is where HRH Next Services
o
Pvt. Ltd. steps in with a 360 approach backed by an
omni-channel platform that is transforming the
traditional services and rolling out unmatched experience
for its customers. Starting its journey as Hyderabad
Radio House six decades ago, the firm has eventually
evolved from a consumer durables giant across South
India to a successful Contact Center Solution provider,
today.
The firm is acting as a catalyst for offering exquisite
services that quench the business needs, thereby leading
to efficient customer interactions PAN India. It takes
immense pleasure in solely focusing on the customer’s
24
life cycle, be it identifying prospective customers and
nurturing existing ones or upselling and cross selling the
products. The foundation of HRH Next Services is based
on the significance of “Winning happy employees
everyday – People Power.” Since inception, it is
designing competitive solutions that perfectly fit the
business requirements alongside taking the complete
ownership of providing delightful experience to the end
user. Transforming the Brand experience for the
customers is its speciality.
Meet the Dynamic Duo
A sports and fitness enthusiast, Ankit Shah is the
Co-founder and CEO of HRH Next. He has completed
his MBA in Marketing from Maharishi Institute Of
Management. His diversified experience of pioneering
call center solutions for big brands like Swiggy,
JUNE 2019

Vodafone, Idea, etc. has empowered the firm to be the
most proficient and professional outsourced call centre.
Ankit has been the driving force behind HRH Next’s
new suite of Customer Contact Solutions which ensures
that all customer touch points are integrated onto one
single platform thus providing customers with
exceptional service delivery. Apart from all this, The
Indian School of Business (ISB) has recognized his
entrepreneurial achievement in a case study titled
‘Entrepreneurship Excellence’.
A fitness freak, passionate about exploring exotic places,
Parikshit Shah is the other Co-founder of the firm. He
is a seasoned business transformation leader with over
two decades of experience in stirring high-end profiles at
various renowned organizations. He has been
successfully facilitating HRH Next’s business goals with
utmost prominence. He stands tall as the financial
strategist for the firm and is deeply involved to further its
prospects. After bootstrapping his three startups to
successfully running businesses, Parikshit is now an
angel investor mentoring early stage startups and
investing in them. Additionally, he is invited as a key
speaker as well as judge at various startup events.
Speaking about their motivation tool the duo asserts,
“We firmly believe that we are made by India and for
India.” This spirit and combined experience of the duo
has helped HRH Next to create a prominent niche in its
sector.
What’s so distinctive?
HRH Next Services is well-equipped with excellent
innovative HR practices with Lowest Attrition Levels
and an experienced team of professionals who have
profound knowledge across various verticals like
Telecom, Banking, Insurance, Retail, Media, Civic
Governance, Automobiles, Healthcare, and Education.
Its modernized menu of business practices and
state-of-the-art technology platforms ensure
transformational insights into contact center operations
and deliver more personalized experiences to its
clientele.
Since its initial days, the firm is focusing on embracing
innovation and leveraging technology to the core,
thereby acknowledging the current market scenario to
reach the epitome of success. Its consistent adoption of
new-age automated facilities helps it in expanding
concentrically and offering efficiency in its operations.
Services Onboard
“We Help Deliver a Superior Customer Experience,”
assert the founders.
Over the years, the firm has been successful in
delivering:
• Inbound and Outbound Services
• Superior Technology Platform
• Quality at every step
• Business Analytics with Real Time Management
• Social media & Ticketing solutions
Apart from these comprehensive enterprises services, the
firm also offers bespoke services for startups – Startup
kit.
The Future Roadmap
The firm is on a mission to raise its employee headcount
to 2000 in the near future. It is making concrete efforts to
boost startups with intellectual focus and commitment
with an aim to be a trustworthy leader in its domain
delivering apt customer experience and ratification.
Talking about a promising future for HRH Next
Services, the co-founders state that “We would like to
focus on products/systems and we as outsourcing
partners enable customer interaction & satisfaction as
our prime motive.”
The other key elements which help the firm to gain an
extra edge over its competitors include:
• Multi-lingual Support (15 Indian Languages)
• Lowest total cost of ownership
• Hi-tech Data Analytics
JUNE 2019 25

Ankur Bhatia
Founder & CEO
Demand Generation Services industry globally is
about $170 billion. CEOs globally have now
started focusing on the demand generation process
directly. Navigant focuses on this demand generation,
pipeline development, nurturing leads, inside sales, virtual
sales opportunities and is building its people, process and
technology to become world’s largest Demand Generation
Company.
According to the latest statistics, 63% of the outsourcing
consultants are expecting that the marketing of their clients
will increase exponentially in 2020. The entire outsourcing
business is looking forward to growth with the application
of centralized technology. Few newer aspects of technology
and IoT are making ground-breaking progress. Some of
them include AI and chat-bots which are to be unilaterally
introduced in the prevailing outsourcing businesses.
28
One such organization with a clear vision to succeed by
becoming the undisputed choice for its clients is Navigant
Technologies Private Limited. The company aims to
maximize its clientele’s revenue through outsourced
operations via deploying the appropriate palette of
technology and human resources.
Striding
Navigant Technologies headquartered in New Delhi, is a
globally recognized firm specializing in outsourcing
operations. Since its inception in 2003, the dedicated team
of more than 500 personnel caters to a complete set of BPO
& KPO services for its Indian and internationally based
clients. Navigant has worked hard for achieving its
goodwill for being a world renowned leader in handling
outsourced operations. In the offshore BPM/BPO space,
JUNE 2019

this mid-size firm has uniquely positioned itself offering
comprehensive business optimization solutions. Much
beyond the traditional BPO services, its capacity to
customize, develop, configure a solution on any Open
Source Platform helps in catering different clientele
requirements.
What sets it apart in the industry though is its ability to
comply with standard applications along with skills of
building solutions from ground up for its clients. Ensuring
timely delivery of quality services, Navigant only hires full
time manpower exclusively focused on a particular client
project. Based on client requirements and trained on
industry-based practices, the resources availed are with
experience and right qualifications. The employee centric
ecosystem of the firm motivates low employee attrition rate
of less than 1% per month against the industry standard of
4-5%.
Stirring strategic global business planning, Ankur Bhatia
is the Founder and CEO of Navigant Technologies. He
spearheads this mid-size BPO by catering to diverse and
unique requirements of a marquee list of International and
Domestic clients. He specializes in the area of Business
Consulting, Information Technology and Outsourcing
Services.
Striking
What makes Navigant technologies great is its palette of
versatile services across various sectors and industries.
Following are the sectors where the firm shines:-
Financial Services: With the help of more than 500
professionals working in the organization, Navigant has
become a leader in the BPO industry. Through proven
ability to serve the client’s needs across the financial
spectrum, the company has catered in Private Lending,
Home Loans, Mortgage Origination with Servicing,
Investment banking, Wealth Management, Broker-dealer
operations, Trade Clearings and Settlements, etc.
Media & Entertainment: As a dedicated BPO partner,
Navigant navigates its services with the process and
technology knowhow to bring new operating techniques. Its
industry-focused consulting helps in enhancing the revenue
generation initiatives of clients. The selective service
offerings built on Media & Entertainment platforms by the
firm provide domain expertise including campaign
management, SEO services, Ad search marketing, social
media analytics and digital ad operations etc. for its clients.
Healthcare: Navigant partners with healthcare organizations
to help them with capitalizing on disruptive trends while
balancing costs and other determinants. The company
provides array of services such as Medical Billing, Medical
Transcription, Finance and Accounts services, claims
management, integrated front-end services and back-office
activities along with Analytics and Fraud Management.
Utilities and Energy: Enabling energy and utilities
companies to gain a competitive advantage, Navigant
proves to be a specialist IT-BPO service provider. “We
work in tandem with our client to build robust processes,”
says Ankur. The processes vary from Outage and
Emergency Reporting, Appliance Repair Scheduling, Peak
Time Billings and Filed Workforce Communication with
Support etc.
Automotive: As a result oriented BPO service provider, the
company offers call-center services for warranty support,
cross-selling and up-selling, customer retention with loyalty
initiatives, maintenance and repair reminders, roadside
assistance and automobile insurance etc. Being a part of
BPO Support Services, Navigant caters to all forms of
logistics.
Travel & Leisure: As a preferred partner for BPO services,
be it tourism or transportation, travel and hospitality; the
company handles all operations related to traveling process.
The activities also include reservations and transportations
to hotel bookings etc.
E-commerce: The e-retailers require stepping up their game
by offering easy website navigation and design, protecting
personal and financial information of the customers.
Ensuring smooth fulfillment of effective cross selling and
upselling to prospective customers is of paramount
importance. With more than 14 years of experience in
providing contact center solutions, Navigant is equipped to
provide various services to the online enterprises.
Telecommunications: Navigant stands as a trusted
outsourcing partner for global telecommunication service
providers (TSPs). By delivering integrated solutions, the
firm provides services for PSTN, ISP, VOIP, ISDN,
Broadband, Mobile Telephony and IPTV enterprises.
JUNE 2019 29

Enabling India
The New
Era of Indian
BPO
Placing
New
Equations
Right!
he BPO Industry has witnessed noteworthy changes which have been boosting the
Tcorporate fraternity for more than two-and-a-half decade. With technology joining the
foray, this industry has evolved as a value proposition pulling in major transformations.
The new-age tech-enabled advancements like cloud computing, data analytics, social media
networks, etc. alongside Govt. reforms playing its part, the Indian BPO landscape is growing
by leaps and bounds.
The deliverables of an established BPO eco-system can be truly acknowledged by the words
of the Czar of the Indian IT industry – Azim Premji saying, "The important thing about
outsourcing or Global outsourcing is that it becomes a very powerful tool to leverage talent,
improve productivity, and reduce work cycles."
30
JUNE 2019

1
Robotic Process Automation
Here are a few Keys
which have effectively
unlocked the success
doors for the business
world:
2
3
Cloud Storage
Messengers, Social Media Platforms,
and Mobile apps
4
Real-time BI and Data Metrics
With companies being consistent in outsourcing at utmost
competitiveness, let's read about the trends which would disrupt the
outsourcing industry in 2019:
Strategic Alignment
A thought-provoking vision backed by ample investment is one of the key ways to be ahead
in the race and achieve all the desired milestones. This scenario can be attained through
corporate strategic alignment – a trend which can take an industry player and a venture to
places! Looking forward to this alignment by being on the same page and line of thought is
a way towards generating protable outcomes. Besides, standing tall with the company's
vision and integrating it with the work culture can enhance in-house communication to the
next level.
JUNE 2019 31

Securing Pivotal Assets
Providing long-term contracting at par expertise fosters the
accounting practices, thereby securing assets. It's not always about
the nance; data security is another signicant aspect which can be
efcaciously taken care of by a BPO. It is a harbinger in protecting
client's information & integrity by embracing technology and using
proven systems.
Customer Experience
Matters
The established companies, as well as the budding startups, should
regularly update its BPO partners about its necessities. This enables
the BPOs to roll out predictive insights and prominent processes
powered by intuitive technical skills ensuring companies unmatched
customer experience.
32
JUNE 2019

Leveraging Technology
Investing in cutting-edge technologies is the need of the hour.
BPOs play a vital role in passing on solid returns to the client
organizations by offering basic AI and advanced Interactive
Voice Recognition (IVR) tools at a rapid pace.
Going hand-in-hand
The business world & the outsourcing eco-system are going hand-inhand
and making stronger partnerships. This agility can help
surpass the market challenges, be it communication and cuttingcosts
or enhancing productivity and tech abilities
- Rahul Niraj, Editor
JUNE 2019 33

Vijay Raj
Founder and Director
Arecent research states that ITeS organizations have
rolled out over one thousand global delivery
centres in about eighty countries. India grabbing
this opportunity to the fullest has successfully created its
niche as a digital capabilities hub across the globe. The
outsourcing industry is rapidly transforming India’s image
on the global platform alongside fuelling economic growth
by empowering higher education sectors. Employing
masses and contributing to social transformation, the Indian
ITeS service providers are energizing various companies
with efficient and streamlined business process. They are
playing a vital role in delivering cost-effective RCM
solutions leading to smooth day-to-day operations resulting
in enhanced customer satisfaction and robust claims
submission & returns.
Established in 2007, Zealous Services is one such ISO
9001 – 2008 QMS certified Contact Center which is
34
disrupting the Outsourcing Industry for the betterment of
the masses. It is a premium International Contact Center
that consistently focuses on offering comprehensive
inbound and outbound programs across a full range of B2B
and B2C markets. Its forty years of combined experience,
state-of-the-art facilities, and competent staff quench the
needs of the client organizations with utmost excellence,
irrespective of the stature of the project. Increasing
revenues, reducing costs, capital utilization, maximizing
customer satisfaction, and enhancing the client’s overall
competitive position is its forte.
Zealous’ twelve years of hand-on experience in providing
Business Process Outsourcing has helped it to craft a
platform, which flawlessly combines Business
Transformation Services, Knowledge Services, Front Office
Services, Back Office Services, and Technology Enabled
Services.
JUNE 2019

Behind the Scenes
An influencer with the aspiration of building an empire of
own, Vijay Raj is Founder and Director of Zealous
Services. He has been instrumental in leading Zealous and
transforming it from a ten employee company to more than
2500 employees, today. He has more than one decade of
experience in Corporate Development, Strategic Planning,
Executive Leadership, and leading large scale BPO
operations across India. With Vijay Being the Polestar
guiding the Zealous family, the company will keep
achieving milestones and touch new horizons with
paramount prominence. A foreseer of success, who has a
heart of a ‘Phoenix’, blended with strong industry standards
which have made him a megastar of the Call Center
Industry.
Apart from setting, building, and achieving goals with ease,
Vijay is a hardcore cricket enthusiast who always finds time
to play and enjoy life to its best.
Zealous – Living by its Name!
Over the years, the company has benchmarked its presence
by offering exquisite services with its zeal to outperform
own milestones. These allied business services include
Lead Generation, Healthcare Services, Legal Process
Outsourcing, Digital Conversion, Call Center Services,
Customer Support, and RCM Services. Since its initial days,
the company has been focusing on performance
improvement across multiple aspects of the client’s
business processes with its integrated BPO – one of its key
elements that separate it from its competitors. Additionally,
the core competencies which helped it to make a global
footprint consist of:
• Work culture – Keeping the client and employees at the
centre of the operations
• Partnership-based approach towards the clientele
• Emphasis on Conferring Value beyond Cost Reduction
• Comprehensively Investing in Human Talent
• Leveraging Latest Technology
leadership skills and communication, rather it is the perfect
podium to enhance business leadership. “The leadership
skills are more important than ever in order to develop new
strategies and solutions,” adds the founder.
Zealous Services constantly focus on treading an extra mile
by embracing innovation and maintaining a hassle-free
work environment. Flexibility across in-house operations
gives it an extra edge to motivate the employees and bring
the best to the table. Acknowledging the changing times and
trends, the company is proficiently leveraging technology in
order to create a positive, innovative, productive, and
profitable environment for its client organizations. Besides,
the tech initiatives which help the company to gain insights,
make informed strategic decisions, set goals, and improve
market intelligence include:
Better Communication | Efficiently Training Employees on
Technology | Using Online Training Tools | Leveraging
Data Analytics
A Note for the Beginners
Recognizing the current industry scenario filled with
complexities as well as opportunities, Zealous advices the
young minds to:
• Do proper research on their Idea/ Market and Target
audience
• Put in their time
• Build a great team
• Leverage technology
• Be 100% involved in whatever they do
Aiming to Achieve More
Zealous Services is all set to cross the horizons and grow by
twenty-five per cent year-over-year. With its successful
venturing into the RCM space in the first quarter of 2019,
the company is planning to spread its wings and expand its
employee headcount to 3000 by 2022.
Being at the Forefront
Tech-enabled advancements have emerged as the
transformers of workplace, making digital awareness and
technical skills crucial for every sector. But, Team Zealous
believes that technology can never replace the need for
JUNE 2019 35