The One Stop Shop for Call Centers.
Job Available

1433 Job Posted


Category:
Location:
Keywords:
 

Association
News
In terms of technology used call centers india is second to none and has successfully launched India's one and only end to end CISCO based IP network call center by the name Vcare Care Call Centers India (P) Ltd, based out of a small suburb in the national capital territory region, This center has all the modern facilities a center must have and is situated in a huge campus spanning more than 11000 sq. ft, employing over 400

Read more....

Vcare Software
Development

Your One Stop Shop for
Software Development
Services

Telecom Billing Software Solutions

Open-SOURCE  Software Solutions

E-commerce Solution

CRM Services

Web Design/Development










Call us at: +1.206.441.7760



Read Previous News  | Read Next News | View all news
Growth Areas For Outsourcers?

A report finds that there may be new revenue streams out there for enterprising outsourcers to find. What can American service bureaus struggling from tough economy do? Perhaps they can look to offerings beyond phone calls. The Teleservices Databook, Outsourced Communication-2004 edition, published by the Zelos Group, finds that there are high growth areas within the overall market. But it also predicts further consolidation of service bureaus, with mid-sized firms being squeezed out. The 10 leading bureaus will see their market share grow to 51% in 2008 from 43% in 2003. The paper identifies three areas that will experience significant growth: Interactive Notifications (INs), outsourced directory assistance (DA) and hosted speech recognition. IN are ASPs that make outbound service calls, e-mails, faxes or wireless messages to customers, who are then able to respond to the notification when they receive it.

 

"At the heart of this market is a very simple, but profound idea," observes the report's author, Mark Plakias, Zelos Group partner and senior consultant. "IN proactively communicates with the customer about an event that will reduce the costs of inbound contact management, since it was proactively addressed before the customer got to it, and shrink business process cycle time, as no time was spent waiting for the customer to bring it up." Participants in the IN market report double-digit sequential growth and doubling annualized revenues, making it an attractive opportunity. Zelos Group estimates IN will create a $600 million annual revenue stream by 2008. This is a small, but vital market segment of the outsourced contact management industry. But IN's significance is underscored by initiatives by industry giants Convergys and First Data, who have both developed strategic alliances to offer the capability. Outsourced DA presents another growth opportunity. Zelos Group estimates that in 2002, wholesale DA delivered $700 million in billings to carriers and generated $4.8 billion in total US retail revenues. "We estimate that 24% of the DA call volume was outsourced in 2002," reports Plakias. "There is plenty of room for growth within the existing volume for shifting traffic from captive centers to outsourced centers." The hosted speech recognition industry continues to expand. Several major telcos, including AT&T, MCI, Sprint, Qwest, Verizon and Bellsouth, have built speech processing and call processing resources in their networks over the past 18 months. "The most recent and most significant hosted speech deployment may be AT&T's Voicetone offering," commented Plakias.

 

"It delivers the largest deployment of conversational-style speech recognition, and may raise the bar for what enterprise customers expect from a hosted supplier in the coming years." The report contends that all decision makers who are considering IVR upgrades or continued investment in IVR hardware should be thinking of a services universe that includes outsourced call handling of one of more categories of calls. "This is the moment of truth for public, pure-play teleservices shops," says Plakias. "We anticipate that the segment will contract as a percentage of total market contribution, and expect continued consolidation. The effects of partnerships between those firms and automated and interactive agencies will be the story to watch."

Read Previous News  | Read Next News | View all news

Call Centers Provider
TASP
Training
Softwares

Vcare Call Center

India's
One and Only End to End
CISCO Based IP Network
Call Center with Blended
Performance of Outbound



Copyright © 2023 www.callcentersindia.com