The information technology-enabled services (ITeS) and business process management (BPM) in organisations have got significantly digitalised over the past few years. There has been an increased uptake of technologies such as artificial intelligence (AI), internet of things (IoT), blockchain, machine learning (ML) and cloud, which are rapidly transforming business operations. While Covid-19 has disrupted business models in the industry, the adoption of new generation solutions is helping drive operational efficiency and customer service even in times of a nationwide lockdown. Ved Prakash Nirbhya, CIO, Tech Mahindra shares his views on the information and communications technology (ICT) adoption and the way forward…
How has the technology landscape within the IT/ITeS and BPO/BPM segments evolved over time?
Technology is disrupting businesses faster than ever by transforming the way we conceptualise, manufacture, market and provide services. With the Covid-19 outbreak, businesses are searching for alternative solutions to tackle the crisis. Companies are realigning their strategies and leveraging new-age technologies to remain productive and ensure business continuity in these troubled times. Companies will now focus more on remote tools to connect, communicate and collaborate to ensure continuity of essential services.
What are some of the ICT solutions deployed by your organisation?
We are working with renowned global partners and governments to help in their digital transformation journey, including support to municipal corporations, helping them accomplish smart sustainable cities. We have been providing sustainable ICT infrastructure comprising smart technologies that help monitor and create real-time user-friendly delivery solutions. These solutions are adequate to support the business model during Covid-19 to enable work from home or remotely.
How are you coping with the ongoing Covid-19 crisis? What kind of ICT solutions are you using to ensure business continuity?
At Tech Mahindra, our top priority right now is to keep our people safe, while ensuring business continuity for our clients and partner ecosystems. We are constantly monitoring the situation and are working in tandem with all business teams to ensure critical and essential services can be managed from home. Our business continuity planning (BCP) was triggered well in advance. Our BCP governance charter focused on defining a BCP strategy for all business units and for all customers. We are working in collaboration with our clients and are taking regular feedback to meet the business requirements and ensure continuity. By adopting a combination of solutions as per requirements, on cloud or on premises, we are supporting business to mitigate the risk.
How are the new-age technologies such as AI, IoT and cloud transforming the sector? What is your company’s roadmap regarding their deployment?
Due to the current situation, it is imperative for companies to focus on leveraging technologies for their business operations. We are expecting an amplified attention on technologies like 5G, AI, augmented reality (AR) and virtual reality (VR) among others, which will help in establishing the new normal. Also, as part of our TechMNxt charter, we are focused on leveraging next-generation digital technologies including blockchain and cybersecurity to deliver an enhanced experience for our customers globally.
What are some of the key challenges that are faced by your organisation and the sector at large while deploying ICT solutions? How can these be addressed?
The Covid-19 pandemic has severely disrupted the socio-economic order of the world. Businesses are adjusting to the work-from-home situation and are leveraging new-age technologies to fight the unprecedented crisis. This is the right time for businesses to have ICT tools in place to facilitate remote working in their organisation and revisit their digital transformation strategies. However, every technology has its own challenges and with Covid-19, a major concern has been the speed at which every business wanted to enable the work-from-home mode and provide business continuity to customers.