Contact Center Software

Author: Preeti

2008-07-28 Word Count: 593 Category: Communications

With constant innovations in the communications arena, especially VoIP, SaaS, Unified Communications taking eminence, Enterprise Communications & Contact Center Software industry is emerging as one of the most dominant industries. Contact Centers are going through a drastic transformation - from a cost center to a profit center - owing mainly to increased efficiency, enhanced performance and superior management, facilitated primarily by innovative technology.

According to estimates, Contact Center Technology market is currently worth USD5.1 bn and Enterprise Communications Applications market is worth more than USD40 bn. In emerging countries such as India, Philippines, Romania, Egypt, South Americas, Vietnam, etc, the industry is growing exponentially. For instance, according to Avendus, the domestic industry in India is currently estimated to be worth $1.8 billion and will grow at 35% CAGR over next 5 years.

The BPO industry presently offers outsourcing for processes such as Customer Care & Marketing & sales, Collections, etc., catering to diverse verticals, mainly telecom, technology, banking and insurance.

The wide spectrum of industries need tailor-made solutions that just fits into their business processes, which provides a mammoth opportunity in both domestic as well as outsourced contact centers, an evolving need for customized communications solutions. The legacy approach of implementing these solutions was largely by integrating standalone Communication systems and Enterprise applications that are loosely integrated with other expensive systems that they co-exist with. This leads to operational problems across different systems due to data duplication, bad interfacing and lack of central information repository. Also these individual systems are usually too expensive to deploy and burn a deep hole in the pockets of the enterprise. "One size fits all" doesn't ring true anymore and there still exists a paucity of comprehensive yet tailor-made solutions that meet the ever-evolving requirements of the next-generation enterprises. This leaves ample scope for solution providers to innovate constantly and offer superior and competitive solutions to the market.

However, with the advent of Converged Communication Media and other technological developments, particularly the IP telephony, the focus has shifted to price-performance aspect of communication. Enterprises and Contact Centers are thus moving from multiple-point (multiple-vendor) approach to all-in-one solutions that incorporate multiple channels, multi-tenancy, multi-modality, flexibility in delivery, and easy scalability in order to derive optimum productivity and superior performance. To facilitate such control, the focus has shifted on having more intelligence at the application level while using COTS hardware. The new all-in-one approach has an edge over the conventional multiple-point approach in terms of reducing costs associated with expensive CTI (Computer Telephony Integration) middleware and higher operational efficiencies.

In essence, technology has become the single most decisive differentiator for enterprises to thrive and grow in this intensely competitive world. To gain a competitive edge, businesses are focusing on optimizing customer interaction management with productivity enhancing automation and measurability. It has become critical for enterprises to implement an efficient technology for customer interactions and complex business processes around interactions, constantly innovating to improve their productivity.

Drishti provides excellent value proposition to the next-generation Contact Centers & Enterprises, empowering them to dynamically manage their entire ecosystem on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration) that deliver increased operational efficiencies, unbeatable price-performance proposition at extremely low TCO.

Drishti provides excellent value proposition to the next-generation Contact Centers & Enterprises, empowering them to dynamically manage their entire ecosystem on emerging Unified Communications that deliver increased operational efficiencies, unbeatable price-performance proposition at extremely low TCO. Visit www.Drishti-soft.comfor More Information.

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Drishti provides excellent value proposition to the next-generation Contact Centers & Enterprises, empowering them to dynamically manage their entire ecosystem on emerging Unified Communications that deliver increased operational efficiencies, unbeatable price-performance proposition at extremely low TCO.