Is Contact Centre BPO on verge of decline in India?

CIOL Bureau
New Update

MUMBAI, INDIA: Market analyst Gartner, Inc. said that the technologies at the peak of inflated expectations during 2009 in India include Contact Center Business Process Outsourcing (BPO), Linux on PCs, WiMAX 802.16e-2005, Mini-notebooks, Video Telepresence, Thin Provisioning, and Open Source Development Tools.


Technologies like SaaS, Service Orientated Architecture (SOA), Customer Relationship Management (CRM) and Business Intelligence (BI) tools have tipped over the peak and will soon experience disillusionment among enterprise users.

The Gartner Hype Cycle for ICT in India 2009, according to the analyst firm, is the company’s most comprehensive to date, featuring 31 technologies and topics such as massive array of idle disks (MAID), Fibre Channel over Ethernet (FCoE), video telepresence in India, x86 server virtualization, and software as a service (SaaS) in India.

It highlighted the technologies that will have an impact on Indian enterprises as they look at increased technology adoption to support growth and competitive differentiation.


“The mobile telephony revolution that has transformed connectivity in India will continue to evolve with further penetration in the next two years of ultra low-cost mobile devices. With these devices and a continued proliferation of connectivity into semi urban and rural parts of India, this could be a powerful force to reduce the 'digital divide', which is one of the biggest social issues within India”, said Diptarup Chakraborti, principal research analyst at Gartner.

“It will also be a significant enabler for the increasing number of enterprises looking to commercially benefit from the large "bottom of the pyramid" opportunity in India. Beyond this, the (re)emerging Enterprise Resource Planning investment wave in India, this time expanding out to the small or midsize business (SMB) segment as well, holds out the hope of an increase in productivity among Indian enterprises, making them more competitive with their local, and increasingly global, competition”.

The Gartner Hype Cycle for ICT in India 2009 provides a cross-industry perspective on the technologies and trends that IT leaders should consider as they develop emerging-technology portfolios.


Mobile ads to grow 74 p.c

In yet another report, Gartner said that global mobile ad spending grow by 74 per cent this year to touch $913.5 million.

The report, “Mobile Advertising Grows Quietly,” projects that the mobile ad spending will reach $13 billion by 2013, according to media reports. The Asia Pacific region is expected to lead worldwide mobile growth, followed by North America and Western Europe.