'Technology investment a must for BPO cos'

NEW DELHI: Genesys Telecommunications Laboratories, Inc. chairman Ad Nederlof encouraged India's booming contact center industry to look outside of low cost labor as the key to increasing their competitiveness, while speaking at the Customer Contact World Event.






He added, "The India-based outsourced contact center industry has traditionally held a low cost labor advantage over other industry players, which has helped them win the competitive edge. However, with the emergence of other low-cost labor alternatives in the market, these organizations need to look towards investing in technology as the key to continued market leadership and greater success."





Nederlof, also a published author of two books on customer service, discussed how Genesys was unique in offering a truly open software suite that could meet the needs of outsource service providers. According to him, Genesys open software contact center solutions provide the widest choice of integration enabling these providers to quickly and cost-effectively integrate with enterprise infrastructure for real-time communications. This will help outsource service providers to move towards building customer interaction centers to bridge the information and communication gaps throughout the enterprise helping cut costs, while enabling faster, better service.





"India-based outsource service providers have emerged as the premier vendors in this global industry," said Genesys Telecommunications Laboratories India MD, Sanjay Goyal. "Critical to their continued success is the need for intelligent infrastructure and services that support real-time interactions between the enterprise and outsourcer. Genesys standards-based contact center solutions give outsource providers more options for integration thus quickly and cost-effectively enabling realtime communication," he added.