1. ©2008 Tata Communications, Ltd. All Rights Reserved. Confidential & Proprietary
NASSCOM BPO Strategy Summit
Business Transformation
and Innovative Business
Models
Srinath N
MD & CEO, Tata Communications
09 JUN 2008

2. Confidential & Proprietary
2
NASSCOM BPO Strategy Summit
Tata Communications: Vision
Emerging Markets
Converged IP
Solutions
Managed
Services
INDIA, ASIA incl CHINA, SOUTH AFRICA
New WORLD of
Communications
New WORLD of
Communications
To deliver a new world of communications to advance the reach and
leadership of our customers
India’s Gateway
To the World

3. Confidential & Proprietary
3
NASSCOM BPO Strategy Summit
Monopoly ILD Provider
ILD (89%); Others (11%)
Wholesale Voice, Wholesale &
Enterprise Data, Retail Broadband
VSNL in 2002 Tata Comm in 2008
Carriers; Retail (Dial-up)
Customers
Carriers, Large Enterprises,
Mobile Operators, Broadband
Consumers
India-Centric Play; negligible
global operations
Global Infrastructure, Global
Customers
Revenues: $1.6 bn
Market Cap: $1.2 bn
Revenues: ~$2.0* bn
Market Cap: >$3.5 bn
*FY07
Transformation Story
Lines of
Business
Reach
Financials
Customers

4. Confidential & Proprietary
4
NASSCOM BPO Strategy Summit
A Transformation in the midst of adversity

5. Confidential & Proprietary
5
NASSCOM BPO Strategy Summit
Revenue Enhancement in Existing
Businesses
• Creation of Enterprise Business Unit
• Expansion of VPN networks, Data Centers
• Implementation of ATM and MPLS networks
• Launch of Voice Calling Cards
Recovery and Transformation Process
Improving Competitiveness of the
Company
• Focus on Customer Service
• Balance Sheet Restructuring
• Business process re-engineering
• Redeployment / Sale of assets & recovery of
debts
Investments in New Businesses -
Domestic
Investments in New Businesses -
International
• Entry into NLD Voice and Data Services
• Entry into new Corporate Data offerings –
vertical solutions for BPO, IT, BFSI,
Media…
• Managed Services
• Broadband Services, incl. WiFi and Content
• Entry into Sri Lanka and Nepal
• Expansion into USA, UK, Singapore
• New submarine cable to Singapore
• Acquisitions of TGN and Teleglobe
• Entry into South Africa

6. Confidential & Proprietary
6
NASSCOM BPO Strategy Summit
India Leadership
India Enabled
A New World
• International & Internet
bandwidth led
• Expansion into NPLC, IP / MPLS
& Ethernet
• Global MPLS & Ethernet
• Targeted fiber investments
• Expansion of Managed
infrastructure, collaboration &
security
• India + Asia + South Africa
leadership
• Global MPLS
• Data center expansion
• Introduction of Global Ethernet &
managed services
• WiMAX-led last mile access in
India
2005-06 2007-08 2009-102003-04
Transforming our Enterprise Business

7. Confidential & Proprietary
7
NASSCOM BPO Strategy Summit
Organization Change
Transformation
Levers
Leadership
Processes
& Tools
People
Culture

8. Confidential & Proprietary
8
NASSCOM BPO Strategy Summit
People Transformation
> 5,000 employees
(net addition of ~4000)
20% outside India
(from 0% in 2002)
37 nationalities, 36 years age
(1,43 in 2002)
80% less than 5 years
(< 20% in 2002)
> 30% are customer facing
(from < 1% in 2002)

9. Confidential & Proprietary
9
NASSCOM BPO Strategy Summit
Transformation Journey Summarized
Global
Challenger
Competitive
Private Sector
Monopoly
Public Sector
International
Expansion
2002 2003 2004-06 2007-
ILD Leadership
Enterprise Services
NLD
Tyco Global Network
Teleglobe
South Africa
Mobile VAS
Global Enterprise
IP Transit
Global Voice
Global Connectivity
Managed Services
Emerging Markets

10. Confidential & Proprietary
10
NASSCOM BPO Strategy Summit
Transformation into a New Outsourcing Model
Tata Communications Experience
 Transformation incl. integration of 6
acquisitions in 3 yrs, including TGN and
Teleglobe
 Off-shoring of 400 jobs from Canada &
USA to India
 Creation of Global Delivery Centers in
Pune and Chennai
 TL9001 Quality and BS7799 Information
Security certifications
Tata Communications
Transformation Services
The Global Telco Challenges
 Increased competition and tariff
pressures
 Increased costs & insufficient ops
support
 Delayed / poor customer service
processes
 Wholly owned subsidiary of Tata Comms
 Focused on outsourcing services to
other carriers (including “competitors”)
 Major Service Areas:
 Network Engineering (Planning & Design)
 Service Fulfilment
 Network Operations
 Customer Benefits:
 Productivity improvements (zero backlogs,
quick turnaround)
 New business
 Higher accuracy levels in SLAs
 From Zero to 650 employees in 18 mos;
planned addition in FY09: >1500

11. Confidential & Proprietary
11
NASSCOM BPO Strategy Summit
Audio Web
Conferencing
Audio Web
Conferencing
The Next World for the BPO Industry
Cost Arbitrage
Value- added services
Business Knowledge
Process improvement
Business Transformation
Processes & Tools – Full services

12. Confidential & Proprietary
12
NASSCOM BPO Strategy Summit
What is our role as a Service Provider ?
Offshoring
Multi-Channel
Multimedia
IP Migration
Speech Recognition
Globalization
Remote Agents
Out-Tasking
Competitive Requirements
VcIPLC mVoIP
SIP Trunking Hosted PBX
Touch Tone
IVR
Speech Recognition /
Text to Speech IVR
Enhanced Call
Routing
Hosted Contact Center

13. ©2008 Tata Communications, Ltd. All Rights Reserved. Confidential & Proprietary
NASSCOM BPO Strategy Summit
Thank you

14. Confidential & Proprietary
14
NASSCOM BPO Strategy Summit
http://newworldready.com/