Progeon Gets Contract from BT

Progeon Ltd, the BPO arm of Infosys has announced that it has been chosen by BT as one
of its two preferred suppliers to provide BPO services from India. Under the framework
contract, Progeon would provide a wide range of services to BT, including back-office
processing and inbound and outbound calls. Progeon is in the process of establishing one
of the newest BT “Next Generation Contact Centers’ (NGCC) in Bangalore, adhering
to strict standards laid down by BT on infrastructure, facilities, Health and Safety, and
technology. Initially, a dedicated telecom link of about 17 Mbps would be established
between Progeon premises in Bangalore and BT’s co-locations in the UK.

Under the “framework” contract, Progeon would initially execute work for BT
Directories and over time this may be extended to include a wider range of work. BT Retail
is investing in a high capacity communications switch to be located at Bangalore. The
provision of Directory Enquiries services would be the largest and most complex
implementation of a voice capability in the country, with call volumes likely to be in the
region of several million calls per month.

Akshaya Bhargava, MD and CEO, Progeon said “We are delighted at winning this
business from BT Retail. Directory enquiry services require very significant
infrastructure, meticulous planning, flawless execution, complex cultural training and
very tight operations management to achieve some of the most exacting performance
standards in the world. This deal will bring many of the core competencies of Progeon and
Infosys to the forefront and we will strive to exceed the expectations of a customer as
sophisticated and demanding as BT.”