Capgemini launches BPO initiatives in North America

Capgemini has announced significant enhancements and new services as part of its expanded Business Process Outsourcing (BPO) solution portfolio. Capgemini is first-to-market delivering BPO with Business Insight, which enables clients to make better, more informed decisions that drive measurable business outcomes that contribute to the top line.

"Capgemini is at the forefront of the evolution of BPO from transaction-focused outsourcing agreements to relationships that deliver significant business value and insight," said Hubert Giraud, Head of Capgemini Global BPO. "Capgemini is the first to deliver BPO with Business Insight, and in doing so, we are continuing our history of leading innovation in BPO services and also responding to an emerging client need that should support long-term growth in North America."

Delivering BPO with Business Insight

By combining its unique processes with sector-specific skills and facilitating that these innovations are embedded into day-to-day operations through Delivery Excellence Teams, Capgemini makes innovation part of the service. Clients can benefit from Business Insight processes such as: customer analysis; spend intelligence; audit forensics; revenue recovery and leakage prevention; ethical fraud testing and contract compliance. Business Insight provides clients with value-add to their top line, taking BPO far beyond cost reduction.

Backed by 12 years of global innovation in BPO, Capgemini is building upon a strong BPO presence in North America in the finance and accounting (F&A) services market and utilities and manufacturing sectors. Current major Capgemini BPO clients in North America include Hydro One, Toronto, Canada and TXU Corporation, a Dallas-based energy company. Hydro One and TXU represented the two largest BPO engagements in the world in 2002 and 2004.

3rd Generation BPO - The New Wave in Business Process Outsourcing

Capgemini has been innovating in BPO since the '90s. This 1st wave was largely driven by labour arbitrage and economies of scale. Through the end of the '90s and into the '00s, 2nd Generation BPO has added continuous improvement and the ability to deliver in increasingly complex project environments involving multiple processes, multiple ERPs and multi-language services. These two generations delivered strong benefit to the bottom line. Capgemini is first-to-market delivering BPO with Business Insight, which enables clients to make better, more informed decisions that drive measurable business outcomes that contribute to the top line.

Capgemini is broadening its scope of service offerings to target additional opportunities in the growing North American BPO market. This builds on a strong foundation of BPO horizontal services for F&A and Customer Care & Intelligence and BPO-vertical services such as SmartTrack and Revenue Management for Utilities and Technical Content Management for complex manufacturing clients.

Further supporting business value, BPO services are delivered in a flexible framework supported by leading Capgemini proprietary technology and delivery models. Capgemini's BPOpen is an innovative Service Oriented Architecture (SOA) and integrated services platform designed to help increase speed-to-value in BPO delivery.

Investing in North American Leadership

Capgemini's North American initiative is a part of its long-term growth strategy fuelled by the lucrative market potential for BPO in the US and Canada, which represents 64 percent of the global US$152 billion BPO market (according to Gartner Dataquest).

To support this initiative, Capgemini has created a new BPO business unit and has put in place a new,