The Silicon Review
“The universality in our ideals is – Happiness. Our vision, VIEW, provides a framework for our operations.”
A leading global business services provider of customer experience management, Aegis offers a comprehensive suite of solutions that helps business plan deeper, transparent and better optimized customer connections and experiences- from strategy development through execution. The company is wholly owned by Essar, a USD 27 billion conglomerate. For 30 years, they have been the go-to experience creators for global giants across outsourcing and technology. Present in 44 locations across 9 countries and with over 40,000 employees, they manage almost half a billion customer interactions every year for over 150 clients across diverse sectors.
Outsourcing- It’s true that consumers today crave new experiences or new ways to experience the old across multiple channels.
Technology- Get the ability to focus on selected business characteristics with a well-crafted and an architected approach.
Social Business- With the advent of the digital age, customer attraction and retention have become the next-generation drivers of business success.
A customer-centered approach to business- Customer Experience Management is the bedrock of philosophy and business strategy. Their solutions portfolio is designed to make company and its brands relevant to your customer’s life. They focus on knowing what you want to achieve and then align the right tools and methodologies to help fulfill them.
Agility & flexibility levers- Given the rate of change, they help identify business and market opportunity beyond the risk of volatility and develop inherent capabilities with agile decision-making and solution delivery approach. Further, flexibility factor helps create apt engagement models like JV’s, carve-outs for better outcome orientation and customer lock-ins. Their focus is to enable your business to continually create a distinctive corporate course, challenging changing circumstances to consistently ‘deliver the goods’.
Proprietary QPO approach- In today’s competitive world the customer’s measure between you and an alternative is quality. Provide seamless support, rapid response and add-on innovations with Proprietary Quality approach developed in conjunction with COPC, which has 15 years of expertise and 1,300 assessments across contact centers in 60 countries. Their proven approach is an ideal path for your invigorative drive.
Distinctive domain knowledge- Today it is not just about staying in the game, rather playing ahead of it. Outpace the performance game by revisiting reliable ‘industry’ resources regularly. Given their extensive experiences, stable of blue chip clients and credible global service delivery, their intent is to help decision-makers perceive current and future business conditions for progressive portfolios.
A collaborative culture- Aegis company’s culture is as diverse as its people; but the unifier is their shared passion in creating experiences that match expectations and set in the entrepreneurial spirit, be it for themselves or clients. The right experiences paradigm makes working fun as it celebrates the different views and values people bring to table, and combines them to deliver real-world results. A fact that reflects in the global audience they cater to, the empowerment employees experience and the dynamic results they deliver.
Imagineered infrastructure- ‘Aegis elite’ or ‘experience center in a box’ is their pioneering concept to meet the want for world-class infrastructure within a short time-span; with quick-to-build-and-occupy structural buildings. It parallels as an upliftment initiative by providing developing regions with self-reliant, advanced ecosystems and location based jobs. It’s a thought built into around 2 million square feet of space that house their numerous offices and employees. Their ergonomically designed, industry-standards complaint, state-of-the-art structures reflect their standing as one of the major leagues in the business services industry.
Knowing the Master Mind
Sandip Sen, Global Chief Executive Officer & Executive Director- A visionary CEO, Sandip is a serial entrepreneur and a veteran in the IT / ITeS domain with over 25 years of experience. Sandip is a dynamic, thoughtful and hands-on leader with articulate perspectives and game-changing strategies. Sandip started his career with the UB Group, an India based business conglomerate, followed by a pioneering stint as Head of Marketing & Network Head at Hutchison Telecom, India. Prior to joining Aegis, in 2001, Sandip founded Customer First Services, one of India’s leading CRM companies, and supported several blue chip companies in India in the Telecom, Banking, Retail, Hospitality and Technology segments. In 2006, Customer First Services was acquired by Aegis.
Sandip has contributed exponentially to the Aegis growth story: as a market maker and brand builder and over the years has engineered spectacular success chapters for Aegis. Prior to his current role, Sandip served as the Global Chief Marketing Officer, and later President and CEO for Customer Lifecycle Management Business. Sandip has been instrumental in building the company’s global business across countries like India, the US, South Africa, Australia, Philippines, and the UK. From less than USD 60 million revenues, his strategic insights and execution capabilities helped architect Aegis into a USD 1 billion company with over 55,000 employees across 13 countries from 85 nationalities. Sandip played a pivotal role in the extremely successful sale of Aegis USA Inc. (AUI) comprising operations in the United States, Costa Rica and the Philippines to Teleperformance in August 2014.
Additionally, Sandip is a well-known writer, speaker and thought leader. Sandip has participated as a thought leader in several key industry summits globally such as the International Association of Outsourcing Professionals (IAOP), the NASSCOM Leadership Forum, the NASSCOM India BPM Strategy Summit, and the BusinessWorld BPO Forum etc. Sandip was recently invited to participate in a leadership program at the Harvard Business School on “Managing Global Businesses”.