a leading global IT services company, has announced a
strategic alliance with Sento Corporation (www.sento.com),
a US-based customer contact solutions company. As a result
of this alliance, both companies will be able to offer
joint solutions to Global 2000 companies.
will pioneer the effective delivery of blended-shore contact
services to joint clients, utilising Sentos domestic
workforce and HCL Techs workforce in India and Northern
Ireland. As part of the agreement, HCL Tech and Sento
Corp will pool their competencies to jointly address opportunities
in the customer relations management (CRM) solutions space.
Sento brings tested
and proven proprietary technology, backed by a history
of cost-effective superior customer support capabilities
and several noteworthy client relationships to the joint
initiative. The partnership will provide clients in the
US access to the extensive offshore capabilities of HCL
Tech from its delivery centres both in India and Northern
the quality, cost-efficiency and breadth-of-technology
advantages that HCL Tech brings by virtue of its financial
strength, global footprint and vast offshore infrastructure.
Under the terms of this agreement, Sento will become a
preferred CRM services partner for the alliances business,
dramatically expanding the sales and marketing abilities
in the US.
In fact, Sento
and HCL Tech America have already been working together
to provide customer support services to US clients for
almost a year now. The blended-shore approach of the alliance
has been tested and proven and now formalised through
Sento is extremely
pleased that this alliance has come to fruition, says
Sento Corporation president and CEO Pat ONeal. This
agreement puts us in the company of some of the worlds
most dynamic companies like Perot Systems, British Telecom,
Deutsche Bank and Jones Apparel Group, who are also strategic
and alliance partners with HCL Tech.
He adds: As part
of the agreement, any domestic contact centre business
generated by the alliance will be provided by Sento, who
will utilise HCL Techs offshore infrastructure and resources,
both in India and Ireland. HCL Tech provides Sento with
an established, proven and talented workforce overseas,
backed by a globally established reputation and strong
The CRM services
market is reaching a level of maturity that demands innovative
service models. By leveraging Sentos expertise, we will
be able to provide effective CRM solutions and deliver
high-value services to our global clients, HCL Tech America
president and CEO Raj Sirohi.
HCL Tech strongly
believes in building competitive advantage and increasing
market access through strategic partnerships. We see this
alliance as a strategic step towards achieving leadership
in the CRM services marketplace, he adds.
is innovatively structured to ensure the ongoing commitment
and interest of both parties in working together for the
success of the initiative. While the partnership will
benefit from the management and leadership experience
of both organisations, Sento will be responsible for the
planning, execution and ongoing management of all identified
HCL Tech is one
of Indias leading global IT services and product engineering
companies, providing value-added, software-led IT solutions
and services to large and medium-scale organisations.
Founded in 1991,
HCL Tech focuses on technology as well as R&D outsourcing,
with the objective of working with clients in areas at
the core of their business. HCL Tech delivers these services
through an extensive offshore software development infrastructure
and a vast global marketing network that enables scalable,
flexible and cost-effective delivery.
As of 31 March
2002, HCL Tech, along with its subsidiaries, had 5,945
employees. The HCL Tech team today has operations spanning
25 locations in 14 countries covering over 80 per cent
of the worlds IT market. Together with its knowledge
of embedded systems, core technologies and applications
development expertise, HCL Tech is positioned as a composite
solutions provider equipped to cater to the entire gamut
of IT needs.
Corporation provides the latest in Web-enabled CRM solutions
for a diversified portfolio of organisations. These services
include self-help, live chat, Web collaboration, email,
and telephone. Utilising a tested and proven technology
set, Sento provides an enhanced customer experience at
a significant cost reduction when compared to traditional
models. Sento deploys a distributed workforce strategy
and customer-centric applications to provide the best
in customer care and support.