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BPM companies deepen ties with GCCs, eye progress in digital, AI-led transformation, ETCFO
Enterprise course of administration (BPM) corporations comparable to Genpact, WNS and Sutherland are seeing growing alternatives in world functionality centres (GCC) as a key buyer section, the place they can assist set up and scale up operations at these centres in addition to drive their digital transformation.
Genpact is assembling a devoted crew and planning to nominate a GCC chief for India for centered engagements with this section. Sutherland has seen a 25-30 per cent year-on-year improve in enquiries for digital transformation tasks with GCCs. WNS has carried out greater than 25 tasks with GCCs to date and expects these collaborations to extend.
BPMs have been pivoting from purely back-office cost-outsourcing companies to extra know-how and synthetic intelligence (AI)-enabled transformation companions. This aligns carefully with the evolving wants of GCCs as they search better operational efficiencies and innovation, consultants mentioned.
Regardless of considerations round insourcing by GCCs consuming away enterprise for the IT/BPM trade, executives consider there may be ample room for collaboration and are optimistic that the build-operate-transfer (BOT) and shared hybrid working fashions which are choosing up tempo are “win-win” and allow “coexistence”.
“Most enterprises undertake a hybrid mannequin that leverages the strengths of each,” mentioned Keshav Murugesh, group CEO, WNS. “GCCs permit for a deeper cultural join with the dad or mum organisation, and corporations like WNS deliver deep area experience, modern know-how, prepared expertise, price effectivity and shared investments in transformation instruments.”
The corporate is offering end-to-end companies to GCCs ranging throughout the design of the longer term state working fashions, consolidating operations right into a single centre, expertise acquisition, transition as a service, managed companies and infrastructure set-up, he mentioned.
Riju Vashisht, chief progress officer, Genpact, mentioned the agency’s investments in superior applied sciences comparable to generative AI and agentic AI are the form of capabilities GCCs are in search of as they evolve into innovation engines for world enterprises.
“Whereas we’ve labored with GCCs prior to now, we’re now bringing the complete energy of Genpact behind this chance, with a proper, programmatic method, clear management and devoted groups out there,” Vashisht mentioned.
Over the previous 12 months, Genpact has made a strategic pivot towards “service-as-agentic-solutions”. For GCCs, it seeks to assist your complete lifecycle, from upfront technique and consulting to superior capabilities in agentic AI, information and course of transformation.
Nikhil Anand, SVP & world head — digital enterprise companies, Sutherland, mentioned that some GCCs are additionally exploring joint innovation and joint go-to-market collaborations leveraging the agency’s digital & AI groups to serve their end-clients.
Mid-market GCCs, that are comparatively resource-constrained and fewer acquainted with the Indian panorama, current a major alternative, as they search to companion for turn-key set-ups tapping into the expertise and experience that companies like Sutherland deliver, he mentioned.
“Now we have configured (our capabilities and companies) in a approach that we are able to execute not solely turn-key packages but in addition flexibly deliver consulting, authorized, tax and infrastructure companies in the course of the set-up section; transition, operations and program administration companies in the course of the scaling section; and our digital, analytics and AI enablement groups in the course of the transformation section,” mentioned Anand.
Margin stress from rising labour prices, inflation and overseas change volatility is making conventional BPO fashions unsustainable, mentioned Rajesh Ojha, companion and GIC/GCC market section chief, PwC India. “In response, BPM companies are shifting towards higher-value, GCC-aligned companies like FP&A, analytics and digital ops—providing higher margins and deeper shopper stickiness,” he mentioned.
Enterprises now desire fashions with decrease working prices amid excessive world rates of interest, fuelling demand for assisted GCCs on vendor infrastructure, or “GCC-as-a-service”. Additional, Ojha mentioned, regulatory developments—whether or not information legal guidelines or protectionist shifts–-are pushing enterprises towards compliant, captive GCCs, positioning BPMs as “managed functionality companions” who can allow safe, IP-protected set-ups.
