India has had dramatic contact center growth over the past few years due to its emerging economy, growing middle class and consumer appetite. Although traditionally seen as an attractive destination for foreign companies to set up contact center operations in recent years the domestic need to improve customer service has led to an increased adoption of contact center activities.

Scope

India's growing middle class and increasing consumer purchasing power Growing IT budgets among Indian firms Increasing penetration of IP vs. that of TDM An overview of distributed and hosted contact center models in India

Highlights

Capacity issues in urban centers have led to several Indian companies opening up smaller contact centers in a distributed manner. India's established domestic companies have many advantages: existing relationships with customers, an understanding of their needs, and recognized brands. While there is a strong demand for the traditional contact center 'box', the shift seen in contact center vendors becoming applications and solutions providers in the western world must also be duplicated in the Indian market.

Reasons to Purchase

Identify and assess the existing and emerging opportunities in India Identify and understand the key market drivers and inhibitors in India.