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Three brothers put Bangalore on the BPO map

Anand Parthasarathy

Indian company creates software to improve performance

BANGALORE: In a large call centre, dozens of `agents' dealt with identical queries from customers across the continent. They all worked to the same detailed work process. Yet at the end of the shift, managers found that one agent consistently handled twice the number of calls the others dealt with. What was he or she doing differently that made that agent more efficient?

The call centre management was baffled until it deployed a newly-launched tool, Epiplex — a patented software created by Epiance, an Indian start-up, heaquartered in the Silicon Valley in the U.S., with its development centre in Bangalore.

Taking its name from Enterprise Process Intelligence, Epiance specialises in helping some of the world's top corporates, including Microsoft, IBM, Hitachi, Canon, Merril Lynch and General Motors, `capture' their own best, most critical practices and deploy them across the organisation to improve performance.

Epiplex is an exact — and exacting — tool that remotely captures every single external stimulus, the system's response and the worker's split-second human intervention before analysing the scenario and helping to create a new, improved process document.

The U.S.-based health insurance player, Aetna, could even out unequal transaction times taken by its call centre agents after Epiplex was deployed.

The American Internal Revenue Service hires thousands of temporary workers every March to accelerate refunds to income tax payers. It used to take 45 minutes to hire one `temp.' Epiance helped cut the time down to eight minutes.

A clutch of customers in North America and Japan drove Epiance to set up offices in both locations, but the creative heart of its operation lies in Bangalore, where a hundred Indian engineers have developed its award winning technologies since 2001, when the company was co-founded by the three Ramamurthy brothers, R. Shankar, R. Ravi and R. Chandrasekhar.

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