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 |
|
Page(s) 1 2 3
