Client satisfaction: Forrester pats Infy

BANGALORE: Infosys Technologies has been ranked the highest in client satisfaction in outsourcing services and was among the top three in consulting services among 11 major global IT service providers, according to an independent survey report by Forrester Research, Inc.

The report cites that while other offshore players are likely to focus more on BPO, Infosys is expected to reach further into the consulting services market.

Commenting on the findings of this report, Nandan Nilekani, CEO, president

and managing director, Infosys, said, "At Infosys, we have a relentless focus on customer delight and every aspect of our operations centers around this mission. We have successfully endeavored to exceed client expectations by helping them become competitive in their marketplace. I am delighted that our clients have vouched for this as seen in the Forrester rating."

In another report by Forrester, Stephanie Moore recognized Infosys for taking a more strategic approach than other offshore players. Moore states, "Infosys's strategic objective is to become a preferred global IT service and consulting firm --not just the largest offshore vendor. To avoid becoming a commodity service provider, Infosys does not bid on deals that it considers non-strategic. It is one of the few Indian vendors that do not do pure staff augmentation engagements, and it is rarely a low-cost bidder, preferring instead to differentiate itself through higher-quality skills, processes and offerings."

Elaborating upon this success mantra of Infosys, Nilekani added, "The global delivery model, as pioneered by Infosys, is a true business innovation. It has redefined value for money and demonstrated that the key to growth is scalability and differentiation. Offshoring is no longer a function of cost. At Infosys, our differentiation comes from higher quality skills, and process-centric delivery excellence, as is seen by more than 95% of repeat business from our clients."