HTMT, Aspect target Indian call centers

BANGALORE: Hinduja TMT (HTMT), the IT flagship company of the Hinduja Group today announced that the company will resell Aspect’s contact center solutions in India with a focus on the southern region. Aspect Communications Corporation, is a provider of enterprise customer contact solutions.

As part of its strategy, HTMT is expanding its portfolio with proven products from acknowledged leaders, according to R. Mohan, president and CEO, HTMT Ltd. (IT division). "This alliance supports HTMT’s strategy," said Mohan. "Indian contact centers strive to meet high standards for their multi-national clients, and proven technologies help them do so. The Indian market and global enterprises will benefit from Aspect solutions, which are designed to exacting standards to meet the complex needs of mission-critical contact operations. Currently, there is a pressing demand for enterprise- quality workforce management applications. We believe Aspect’s workforce management solution can meet that demand for our customers."

"In India, both the overall IT and the workforce management (WFM) markets are expanding. According to Datamonitor estimates, there are currently over 1,500 call centers and 92,000 agent positions in India. The number of call centers and agent positions is expected to grow at a CAGR of 20.2 percent and 20.7 percent respectively to reach 3,920 call centers and 237,000 agent positions by 2008," said Tom Pringle, Datamonitor associate analyst, CRM. "Our research also shows a strong growth trend for WFM technology in Asia Pacific, where the market will grow from $19 million in 2005 to $33 million in 2008. This will provide an opportunity for Aspect’s contact center solutions to address the needs of a growing pool of agents in India."

"This alliance with a regional leader such as HTMT will allow us to better reach the expanding Indian market with our solutions," said Paul Farrell, Aspect’s chief customer strategy officer. "As contact center demand grows in India, so will demands placed on technologies. Aspect solutions can address the wide range of challenges associated with managing communications, information and large workforces efficiently to serve customers around the clock."

CIOL Bureau