Peter Gartenberg

The growing number of contact centres in India has prompted Siemens’ ICN-EN division to form a strategic marketing alliance with CRM solution provider Talisma Corporation. The duo will offer an out-of-the-box plug and play packaged solution for these centres, which has been put together for the Indian market. They plan to extend this arrangement globally in the near future.

Siemens and Talisma are planning to launch this packaged solution by March 2003. Peter Gartenberg, executive vice president, ICN enterprise networks division of Siemens said, “The packaged solution would be priced in the range of Rs 4 lakh per agent including all the infrastructure required for contact centres—hardware and software. Our intention is to minimise customisation and the implementation time and to maximise RoI.” Both companies will be involved in joint sales and marketing programmes across India and will provide value-added services like consulting and design. A proof of concept centre is also planned at the Siemens Integration Lab in Mumbai to showcase the joint solution to customers.

“India is redefining contact centre management solutions and a number of companies are now outsourcing their business process and CRM to India. Contact centre customers are looking for a comprehensive solution and not just point products or solutions,” said Dan Vetras, president and CEO of Talisma Corporation.

Siemens will get a foot in the door and will act as a reseller partner for Talisma’s CRM solution. Gartenberg said, “We have 1,000 systems installed in ten contact centres across India with customers such as Stracon India, Mid Day, Sat India and the Hyatt chain of hotels. This alliance will help tap new markets like BFSI, hospitality, media and radio.” Siemens expects its marketing alliance with Talisma to get it 20 percent share in the contact centres market, valued at $66 million in India, during the first year.

Siemens offers a wide range of access points for contact centres be it in voice, e-mail, chat, callback or fax. It was the first company to introduce ISDN EPABX/KTS systems in India. Gartenberg said, “We are the number one player in the contact centre market in India with a 19 percent share in EPABX/KTS.” Siemens offers its telephony solution along with its HiPath Procenter Contact Centre Suite for the contact centre market.