New Delhi, March 2 -- Immediately after the Y2K, Indian IT was seen through a different lens by the West. The early 2000, was a time when Cost Arbitrage in IT Outsourcing became a focal point as increasingly the tech companies in the US realized that offshoring jobs and leveraging the wage differences between countries or regions could significantly reduce operational expenses. It was bipolar segmentation, with Core IT services and BPO. While Core IT served the software development needs of Western companies, the BPO, took care of the customer-facing side.

Rest is history and we all know, how India became an IT powerhouse over the last 25 years. If we look at traditional BPO to what it is today, it has manifested as BPM (Business Process...