Davox, CELLIT merge to form Concerto Software

NEW DELHI: US-based Davox Corporation, a major in call center solutions, has merged with CELLIT Technologies to form a new corporate identity called Concerto Software. The merger is expected to bring synergies in areas of operations so that the merged entity can now position as a one-stop shop for all the needs of a call center. Speaking about the new corporate identity, James D. Foy, President and CEO of Concerto said, "The new identity is expected to bring about a breakthrough in the corporation's operations. We want to emerge as the front-runner in end-to-end offerings to call centers." The deal was signed on January 14 in Orlando. CELLIT's product Contact Pro is expected to plug the gaps in Davox's product Ensemble.

Newer versions of both the products are expected to be rolled out by the third quarter of this year. The new versions enable existing as well as new customers to migrate to the new product range. Meanwhile, Davox Corporation had started its India operations since November of last year. It has partnerships with Global Telesystems, FutureSoft, Wipro, Network Solutions and Bay Talkitec to implement its solutions. The company has a large customer base in the country and according to Frost & Sullivan the market share is 74 percent. The company also expects to have a Center of Excellence and a regional center for help desk in Delhi by April. The expected investment would be to the tune of $4-5 million over the next two years.

The company's big customers in the country include GE Capital, Spectramind, British Telecom, and CitiBank. The company has recently tied up with HCL's e-Serve to deploy its software at the new facility in Noida. Concerto also has a mandate to integrate the two existing call centers that e-Serve has in Belfast with its new one at Noida.