Market Information
The Indian ACD market has seen tremendous growth fuelled by the high growth
rates in the industry. According to Frost & Sullivan, the market will
experience a CAGR of 20.6 percent over the 2002–09 period. The ACD market,
pegged at $24.5 million in 2002, is estimated to become $91 million by 2009.
Nortel and Avaya continue to dominate the market. Siemens, Crompton Greaves,
NEC, Aspect, Parsec, and Servion are some of the other players in the market.
Cisco is also aggressively positioning its IP-based ACD systems.
Concerto, which has forayed in the market with its unified solution, has
bagged a few deals and is likely to emerge a strong contender as more and more
companies go in for unified solutions.
As bundling becomes the norm, the revenues in the ACD market will
increasingly be linked with the CTI and IVR revenues. Customers can bargain
harder to get better deals in packaged solutions. Average price per agent stands
in the range of $800–1500, depending on the level of sophistication.
| Experts
panel |
| Ajoy
Dasgupta, DGM, SISL |
| Dilip
Kumar, regional director (Indian Subcontinent), |
| Datacraft
India |
| DJ
Dutta, country head, sales and marketing, Parsec Technologies |
| SK
Jha, managing director (India and Saarc) 3D Networks |
| Vivek
Singh, business development manager (India and Saarc), ITES-BPO,
Cisco |
|
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