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Segment Analysis: Computer Telephony

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VoicenData Bureau
New Update

With convergence of technologies, the definition of Computer

Telephony (CT) is changing almost everyday. VoIP is actually an offshoot of CT.

However, looking at it from the Indian market perspective, it can broadly be

divided into two categories–voice processing/Fax-On-Demand (FOD) and call

centres.

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Voice Processing/FOD

  • About 17,000 ports were added in 1999-00. Dialogic

    accounted for 2,000 of these and the rest were from proprietary switch-based



    vendors.

  • The total market for voice mail and IVR in 1999-00 is

    estimated to be Rs 68 crore. With a simple voice mail system on Dialogic

    platform available at a base price of Rs 28,000, the average per port price

    Rs 40,000 seems slightly on the higher end. This is explained by two

    reasons. One, the proprietary systems are costly and two, the per port price

    in IVR, pre-paid and other such applications are higher.

  • About 65 percent of the total ports went for IVRs and the

    rest for voice mail. This in no way means the Indian users are deploying

    IVRs for information dissemination in a big way. In fact, 90 percent (by

    port) of the IVRs are deployed by the DTS and Indian Railways. This also

    explains the lower per port pricing for IVRs in India. DTS now deploys

    16-port IVR system for every 10,000 subscribers. The growth of this market

    depends directly upon the growth of telephone subscribers.

  • With absence of toll-free long distance lines, FOD has

    not really taken off. The growth of Internet has also affected the growth of

    FOD systems. People would like to get the information from web sites rather

    than get it on fax.

  • Most major companies who are in this segment–Parsec,

    Servion, and SISL–have started focusing on the booming call centre

    business.

Major Vendors
  • Amdale
  • Bay Talkitech
  • BPL
  • Estel
  • Global Telesystems
  • Netspace
  • Parsec
  • Servion
  • SISL
  • Tata Telecom
  • Tecknowledge
  • Voxtron Dezign Lab
  • Wipro
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Call Centre Solutions

  • With so many offshore outsourced call centres coming up

    in India, this market is experiencing a boom time. Many call centre solution

    providers have bagged major contracts from these companies.

  • In the absence of a proper market model, we found it

    difficult to estimate the call centre market size. Not including the basic

    hardware of PBX, CRM software, PC hardware, LAN, MUX (in leased-line based

    remote call centres) i.e., just taking the cost of ACD (this is estimated as

    most of the time it comes bundled with the PBX), call centre applications,

    and the application integration cost, the market could be estimated to be

    around Rs 16 crore. But the so-called call centre market size could be

    several times higher, depending upon what is taken into account.

  • High-end PBX players are having a booming business.

    Though Lucent through Tata Telecom still sells higher, in the outsourced

    call centre segment, Nortel has been giving it a tough competition.

  • Interestingly, traditional LAN/WAN integrators have

    become active in the call centre solutions market, where LAN plays an

    important role. The company that is giving them a tough competition is

    Global Telesystems, who had graduated from a Nortel EPABX distributor to an

    integrator not only in the PBX side, but also in the LAN side.

  • Being championed by a few companies, server-based call

    centres are still restricted to the domestic call centres. However, as the

    reliability improves, they are likely to give some competition to the

    PBX-based call centres.

Trends 2000-01

  • With large penetration of e-mail, unified messaging is on

    a comeback trail.

  • With web-based customer interaction and its integration

    with voice call centres becoming global trends, this is likely to be the

    next opportunity. However, in India, it depends upon allowing

    voice-over-Internet.

  • Domestic call centre market is expected to grow rapidly with growth in

    e-commerce. 
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