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
About 17,000 ports were added in 1999-00. Dialogic
accounted for 2,000 of these and the rest were from proprietary switch-based
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
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.
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
- Domestic call centre market is expected to grow rapidly with growth in