BPO CALL LOGGING: Driven by Quality

Market Information

The call logging and call monitoring software market is slated to grow, driven by regulatory compulsions and intense competition to deliver quality. While it will be driven by customer demand on the one hand, call centers will also adopt these to provide value-added services for business analytics of incoming calls.

According to Frost & Sullivan, the call monitoring and call logging market stood at $8.5 million during 2002. The market is expected to record a CAGR of 26.1 percent during 2002–09.

Verint, Nice, eTalk, Witness, and Vox Spectrum are some of the established players; with the top two players in 2002 being Verint and Nice.

Nice is present in India through Tata Telecom while Verint Systems has partnered with 3D and Datacraft. Datacraft is a premium SI partner for Verint. eTalk is present through Ramco Systems. ACS is a fairly new player in the market. It is setting up presence in India through Bangalore-based iCope Technologies Ltd.

Call logging has been largely regulations-driven in segments like the health care and insurance, while call monitoring has been led by the need to deliver quality. The market is expected to see more growth in call monitoring. This growth will be driven by quality-monitoring tools, a must as soon as delivering quality becomes critical to the businesses.

experts panel

Ajoy Dasgupta, DGM, SISL

Amit Mehta, national marketing manager, call center solutions, Tata Telecom

Deepak Nakra, managing director, iCope Technologies

Dilip Kumar, regional director (Indian Subcontinent), Datacraft India

SK Jha, managing director (India and Saarc), 3D Networks

Vikas Gupta, director-IT, vCustomer Services India