HCL BPO, the BPO division of Indian IT services provider HCL Technologies, is planning acquisitions (target companies undisclosed) to shift focus from voice-based services to transaction-based services. The move will also assist the company in increasing revenues without increasing headcount. The company is expected to decrease dependence on voice-based services from the current 70 percent to about 50 percent over the next few years.

Guthy-Renker, a direct response marketer, has extended its BPO services contract with EDS, an HP company, for four years. The extension is worth $531 million. Under the extension, EDS will continue to provide consumer direct BPO services including order and payment processing, warehouse and fulfillment, and call center/customer service, supporting Guthy-Renker’s increasing clientele across international territories including the U.S., Canada, Australia, and New Zealand.

Infosys Technologies, an Indian IT solutions and services provider, will expand operations by entering into mergers and acquisitions agreements with European and Japanese companies. The company, which is expected to invest between $600 million and $700 million, aims to make acquisitions in the areas of consultancy, BPO, SAP or enterprise applications as well as geography-based acquisitions.

Sarbanes-Oxley has created a good deal of work and related expense for companies that are not corporate behemoths. But they might be missing an opportunity if they don’t turn SOX to their advantage.

The latest EquaTerra’s Advisor and BPO/ITO Service Provider Pulse Survey for 3Q08 shows that the demand for BPO and IT outsourcing amid the existing economic uncertainty is on the rise. The survey also noted that demand for outsourcing was higher in Europe than North America during 3Q 2008. The combined growth rate of IT and business process outsourcing in Europe and the U.S. stood at 64 percent and 25 percent, respectively, during the quarter.

The Hackett Group has unveiled a new Procurement Capabilities Model, which it says details the specific changes companies need to make as they mature. The model is detailed in Hackett’s latest  Book of Numbers, “2020 Vision: Delivering on the Evolving Value Proposition of Procurement.”

Outsource Partners International Inc. (OPI), which provides F&A outsourcing as well as related services, has opened a new service center in Kuala Lumpur, Malaysia. With this new service center, OPI says it has the infrastructure and delivery network in place to provide FAO services in more than 16 languages including Mandarin, Cantonese, and Malay—across North America, Europe, and Asia Pacific.

Genpact has partnered with Axeda, an on-demand remote service software provider, to address the remote service monitoring and management requirements of its global clients.

The combined solution will deliver end-to-end remote service management capabilities, allowing clients to choose the Genpact Service Management Processes along with Axeda ServiceLink remote management software for a "Service On-Demand" model capable of lowering current service management costs by up to 30 percent.

Amid the global financial crunch, Indian BPO service providers are reportedly planning to increase headcount; the move is in opposition to IT players who are laying off recruiting professionals. These BPO players are expecting an increase in the offshoring sector over the next few months. Leading BPO companies, including Capita, Convergys, and Aricent, recently announced plans to recruit approximately 1,000, 2,500, and 800 employees, respectively, by end-2009. These companies are reluctant to hire at an international level.

Tata Consultancy Services (TCS) has acquired a 96.3 percent stake of Citigroup Global Services Ltd (CGSL), the back-office operations of Citigroup in India, for $505 million. With the transaction, which is expected to be completed by the end of this year, TCS will become the second largest BPO services provider across the globe. The transaction is subject to customary approvals.