Market Information
The Indian CTI market is expected to grow at a CAGR of 50.6 percent during
2002–09. According to Frost & Sullivan, the CTI market stood at $1.6
million during 2002 and is estimated to be in the range of $4.3 million during
2003. With greater adoption of technologies by call centers, the trend is
clearly towards buying the entire suite of applications to integrate the seats
with CTI.
The CTI industry in India is highly fragmented, with many
players. Chief amongst which are: Avaya, Nortel, Cisco, Aspect, Crompton
Greaves, Genesys, Servion, and Parsec. Avaya and Nortel continue to dominate the
market, bundling CTI as part of their total call-center solutions.
The market trend is also moving towards buying total
solutions with CTI being bundled with ACD, outbound dialing, IVR, and multimedia—rather
than buying point solutions.
Cisco, Concerto, Parsec, Interactive Intelligence, and Servion offer
solutions on the soft switch. Parsec and Servion did well in the Indian market;
bagging deals in the government, telecom, and financial sectors. Cisco has made
steady headway with IP-based contact-center solutions while new players like
Concerto Software have also ingressed into the market by bagging total-solution
deals. The average price for a low-end CTI software stands at $220 per agent
seat.
| Experts
Panel |
| Ajoy
Dasgupta, DGM, Siemens Information Systems |
| Dilip
Kumar, regional director, Indian Subcontinent, Datacraft India |
| DJ
Dutta, country head, sales and marketing, Parsec Technologies
Ltd |
| SK
Jha, managing director (India and SAARC), 3D Networks |
| Vivek
Singh, business development manager (India and Saarc), ITES-BPO,
Cisco |
|
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