Increased automation and digitalisation by enterprises globally is expected to propel the Indian BPO sector and rake in $50 billion revenues by 2020.

Addressing reporters at the Nasscom BPM (Business Process Management) Summit in Bengaluru, Nasscom officials said the industry clocked $28 billion in revenues, which is an 8 per cent growth in constant currency terms – more or less in line with its estimates for the BPM sector’s growth in the 2016 fiscal. The industry body gives a single guidance that combines IT and BPO.

While we will review the IT sector guidance for 2017 after the second quarter results, we have put in place a strategy that will tie in with the global technology shifts happening around automation and increasing use of technology by firms, said Nasscom President R Chandrashekhar. In line with this, Nasscom’s BPM Council will set up a centre of excellence in the area of data sciences and is in the process of evaluating the location for the same.

Keshav Murugesh, who heads the Nasscom BPM Council and is also the Group CEO of WNS, said that demand for technologies like advanced analytics and robotic process automation, are being considered by clients not only in newer areas but in traditional services too, and “by establishing centres we can showcase the kind of work that can be done out of India”.

Industry watchers pointed out this is an effort to position India beyond providing voice-based services through call centre into these new areas.

The industry body is also renewing its efforts in cyber security and fraud detection, areas which it is concerned going forward with the increased usage of technology.

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