HCL Technologies, BPO services and Talisma Corporation have announced a joint go-to-market strategy. Through this partnership, HCL and Talisma unveil a new service offering which provides clients with a hosted CRM service - a unique approach where BPO and hosted services enhance performance, accelerate transition and provide a packaged governance services model.
HCL and Talisma will combine their BPO and CRM expertise respectively to offer clients enriched service centre functionality as part of a fully-managed and end-to-end service to support CRM BPO propositions. HCL will leverage its vast domain expertise to provide customized, user-based services through its skilled resources, and Talisma would provide its robust CRM applications which are flexible, configurable, and more extensible, to address the diverse and sophisticated needs of clients both large and small.
CRM is the key to businesses across major verticals like retail, BFSI, Telecom and Utility for customer retention and acquisition, with the available opportunity higher than $20 billion in the BPO space. In the new world, enterprises are looking at solutions that are proven, in premise and/or hosted with effective cost models. The HCL Talisma model addresses this growing market opportunity effectively and provides the market with a combination of wing-to-wing and modulated solutions, based on specific client requirements. The HCL Talisma joint go-to-market strategy enables enterprises to choose CRM BPO solutions either on a project basis or based on process management.
"The strategic alliance would prove to be highly advantageous especially since modulated services like campaign and services management can now be availed through all channels interrelated with existing applications and software, and without significant investment. HCL and Talisma now offer CRM as a hosted service so that customers in the US, UK, APAC and India can manage their customers relationships in a centralised online location, share information in a real time environment, and access it from anywhere in the world. HCL will provide both the hardware and maintenance in order to reassure the clients on capex and technology issues. Backed by a service level guarantee with platform and service support, CRM would be provided at a great value. This is one of the first and unique approaches wherein BPO and hosted services provide a skittled user base and analysis tools that would enhance performance, accelerate transition to provide a packaged governance service model," said Neeraj Tandon, head (retail and utilities), HCL Technologies - BPO services.
