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Indian call centers invest on infrastructure & latest technologies
By siliconindia
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Tuesday, 02 November 2010, 17:52 IST |
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Bangalore: After the Ohio government took back its services that it had outsourced to India and Obama's tax exemption for companies not outsourcing their services, Indian BPO and call center sector are striving to maintain their position as global leaders in the call center industry by strengthening infrastructure and utilizing the latest technologies.
According to the survey conducted by IQPC, 65 percent of total investment in technologies in all centers is made in quality management software. Though legacy systems are still being used, there are constant upgrades and new technologies and services available such as cloud computing and Software as a Service (SaaS).
The research also showed that 72.2 percent of respondents mentioned that enhancing their customer experience is one of their top priorities and over 50 percent of respondents considered Telecommunication and Banking as the most important sectors in the area of captive call centers.
In an effort to contribute to the growth of the call center industry in India and drive innovation, IQPC will launch Call Center Technology and Communications India 2010, the Indian edition of its global call center conferences. The conference will feature solution providers like Wesley Clover, who provide leading edge IP-based voice and unified communication solutions to some of the biggest Indian multinational companies like Dell, Hewlett Packard, Vodafone Essar and Infosys.
Experts from across the globe will discuss new strategies and trends to implement state-of-the art solutions. The event will bring together CXOs and experts in the industry to share their views on the latest technologies, trends and best practices to improve the internal processes and offer first class customer service.
The event will be held from 29 to 30 November 2010 in Gurgaon which will be the platform to explore latest technologies in the call center industry and also will provide solutions to maximize its revenue and customer service experience.