Tata Tele ties-up with CenterForce for better CRM

NEW DELHI: Tata Telecom, the joint venture between the Tatas and Avaya, has entered into a tie-up with US-based CenterForce to offer a more comprehensive solution to call centers. CenterForce offers tools that sit on the predictive dialer and help agents to identify the best time to call customers. Such tools are expected to contribute enormously in enhancing payment shoring and in making pro-active sales calls. A call center's effectiveness is assessed on the number of hit rates that it can ensure.

The Indian call center scenario is dominated by outbound centers with a 60:40 split between outbound and inbound call centers. Intelligent tools helping the center to predict customer behavior patterns are significant inputs in enhancing performance levels.

Tata Telecom had already entered into an alliance with Nice which helps call centers in making the right party connect. Besides, it also has features to help analyze customer experience data. Today Nice has over 40 installations in the country over the last one and a half years.

Tata Telecom is focussed on providing end to end solutions in the call center segment. It has tie-ups with Siebel for front end products, various ERP vendors for its back-end support and with Cognos for intelligent data mining. Tata Telecom has a dominant marketshare in the Indian call center solutions market.