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‘We’ve a Growing Share in a Growing Market’

author-image
DQI Bureau
New Update

A provider of customer interaction management (CIM) solutions, Concerto

Software was created after the merger of Davox and Cellit Corporation in January

2002. James D Foy, president and CEO, joined Concerto in September 2001 after

more than 30 years in the software industry. Foy spoke to Dataquest on Concerto’s

plans in the Indian market. Excerpts:

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l On Concerto

Software’s reach in the Indian market...




According to a Frost & Sullivan report, Concerto has a dominant 74% market
share for outbound call center systems. Our clients include GE, Spectramind, GTL,

iSeva, Customer Asset and Bharti, among others. Our software is used by 6,000

agent seats across 40 centers. As for partners, we have allied with six of them

over the last two years.

A

development center in India is round the corner
James

D Foy

l On expansion

plans in India...



Concerto Software has 10 employees operating out of New Delhi, apart from a

sales of support staff of over 100 in the channels. We’ll be announcing plans

to set up a software development center by the year-end.

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l On future

prospects for Indian market...



In 2001, our end-user product revenues from India were in the range of was

$8-10 million. In May 2002, we exceeded the revenues of last year. There’s a

huge untapped domestic market scaling at a 24% CAGR. We have a growing share in

a growing market.

l On the role

of a SW solution in operating a contact center...



Concerto Software’s unified contact center solution manages customer

interactions across all communications channels including voice, fax, email and

the Web. The product incorporates universal queuing, automatic inbound call

distribution, etc. The solution enables supervisors to manage all functions from

a single administration point.

l On how to

measure the effectiveness of a SW solution...



The Concerto CIM solution aims at ensuring optimal use of the call center

agents’ time. The quality of the transaction is as important as the number of

calls answered. Here, central reporting is crucial. With central reporting,

every time a repeat customer interacts with an agent, the agent can view the

customer’s history of interactions at the contact center.

Manjiri Kalghatgi in New Delhi

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