Wipro to market Davox solutions to call centers

BANGALORE: Wipro Infotech has firmed up a partnership with Davox Corporation

to provide Customer Interaction Management (CIM) solutions to contact and call

centers. As per the partnership, Wipro will offer Davox’s CIM solutions in

India and the Asia Pacific region to its customers.

The Indian systems integrator currently offers end-to-end solution for the

call centers ranging from consultation, systems integration of the various

components, implementation, management and maintenance of the infrastructure in

the call center. It also includes sales and service applications, help desk

applications, insurance industry applications and finance industry portals.

These are SLA based service delivery and they also offer round the clock

services.

In an official press release, Wipro has stated that "The Davox system

automates the entire range of operations within a contact center. The solution

integrates with the existing voice and data systems, manages outbound and

call-blending applications, provides high-productivity tools to increase the

number of calls handled and enhances the quality of each customer contact."

Davox’s award-winning solutions supplies tools a customer needs to provide

consistent, efficient, and informed customer service through telephone, e-mail,

and Internet contacts.

" This partnership is in line with our strategy of partnering with

leading technology and domain expertise providers in specialized areas like call

centers. Our large experience in call center integration along with leading

technology from Davox would offer a complete end-to-end solution for the

enterprise segment", said, Wipro Infotech chief executive— Services, HR

Ramesh Chandra.

According to Nasscom, in the year 2008, the IT Enabled Service market is

expected to be $ 17 billion.

"IT Enabled Service market was Rs. 41 billion in the financial year

2000-01. It is expected to grow to Rs. 63 billion during 2001-02. Call center

services is a large component of this market. Davox will look to Wipro Infotech’s

strengths through this partnership", said Davox Asia Pacific vice

president, Pramod Ratwani.