MARKET INFORMATION
The dialer market in India stood at an estimated $7 million during 2002,
according to Frost & Sullivan. It was estimated to grow by more than 100
percent to reach about $13 million during 2003. The dialer market is expected to
grow to $43.3 million by 2009, experiencing a 29.7 percent CAGR during 2002–09.
The demand for pure outbound solutions is on the decline as
more and more vendors vend unified solutions and customers also get better value
for money. Blended dialers, allowing agents to take incoming calls as well, are
getting increasingly popular as contact centers can leverage on optimum agent
utilization.
Concerto, Avaya, Mosaic, and Parsec are the leading players
in dialers. According to Frost & Sullivan, Concerto had 40 percent market
share in 2002. Concerto’s recent merger with Melita is bound to push its
market share up. In late 2002, Concerto had launched Ensemble Pro, offering
applications in a unified environment that consists of: ACD, dialer, call
logging, and IVR solutions. It is positioning as a unified solutions provider.
Depending on the level of sophistication, the price of dialers ranges from $1500–2000
per seat.
| Experts
Panel |
| Dilip
Kumar, regional director (Indian Subcontinent), Datacraft India |
| DJ
Dutta, country head, sales and marketing, Parsec Technologies Ltd |
| SK
Jha, MD (India and Saarc), 3D Networks |
| Vivek
Singh, business development manager (India and Saarc), ITES-BPO,
Cisco |
|
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