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| James
D Foy |
Concerto
Software, a US-based provider of CIM (Customer Interaction
Management) solutions, has entered into a strategic tie-up
with Wipro Infotech. Wipro Infotech will now distribute Concerto’s
contact centre software solutions in India and the Middle
East, in addition to being a system integrator.
The
tie-up will also give Wipro Infotech an opportunity to develop
applications and offer value-added services on Concerto’s
CIM solutions. The current move is targeted at the ever growing
contact centre and the BPO (Business Process Outsourcing)
market in India and the Middle East. Wipro has assigned a
separate business team both in India and the Middle East.
Initially, the tie-up would be focused on the distribution
of Concerto’s Ensemble—a Customer Interaction Manag-ement
solution—which provides unified functionality to call
centres through its features of inbound, outbound, call blending,
e-mail, response, desktop automation and real time reporting.
According to James D Foy, president and CEO of Concerto Software,
the tie-up will help Concerto tap the huge BPO and call centre
market in India which has grown tremendously over the last
couple of years. “During the last financial year, 20
percent of our total revenues came from the Asia Pacific region,
of which 15 percent came from India alone. Here in India we
already have 55 of our systems installed at different call
centres, including Daksh, I-Seva and many others.”
Commenting on the tie-up with Wipro Infotech, James Foy said,
“We have decided to expand our existing service agreement
into a full-fledged strategic tie-up, through which we plan
to leverage Wipro Infotech’s vast distribution network
in India.” Ishwar
B Hemarajani, chief executive at the technology products division
at Wipro Infotech said, “Wipro will provide Concerto
Solutions effective and efficient value-added services in
India and the Middle East.”
While the software development work of Concerto Solutions
is restricted to the United States at present, Foy hinted
at the prospect of setting-up a centre in India in the near
future and also promised further investments in India.
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