Enhancement Technologies' marketing plans

By P. Narasimhan & S. Varadharajan

CHENNAI, FEB. 18. Enhancement Technologies India, a leader in providing cutting edge technology for multimedia contact centres, is planning to capture a sizable market share in the call centre business in India.

In an exclusive interview to The Hindu Mr. V. R. Krishnan, President, said the company had worked out a winning formula for those who plan to get into the call centre business.

Under an arrangement, Enhancement provides state-of-the-art software for multimedia contact centres, training for the agents and necessary marketing tie-ups to ensure that the call centre becomes a profitable venture from the day it becomes operational.

The client knows the value of each deal that is signed up and the break up of the expenses.

Mr. Krishnan said ``There is a huge potential in India for the call centre business. This is largely because of the large number of english-speaking graduates available as call centre agents, the different time zones and the low costs of operation here which make it an extremely viable proposition for U.S. companies to look at India.''

Enhancement, a reseller of Interactive Intelligence Inc., offers the state-of-the-art server based technology.

India can capitalise on its late entry into call centre business as it does not have to replace old systems and instead can go in for the very latest in technology.

Enhancement offers the CIC (Customer Interaction Centre) package developed by Interactive Intelligence Inc. The product strategy is designed bearing in mind the parent company's strength as a provider of eCRM solutions.

Enhancement specialises in offering solutions to set up multimedia contact centres to improve internal and external communications of an enterprise.

The software orchestrates the use of telephone, email, fax paging and web based communications for organisations to keep in touch with customers and with one another within the organisation.

It has already set up call centres in Bangalore for Firstring of the Munjal Group (Hero Honda) and has signed up to set up centres for Amrutanjan Finance, Sigma Compsoft, KFSL among others.

The company, expected to clock in a revenue of $5 millions in the first year, has already touched $3 million in the last six months of operations.

Mr. Krishnan said, ``The Net has created a tremendous opportunity for global outsourcing and collaborative commerce. What we are witnessing is a paradigm shift where outsourcing has become the order of the day. The offices across the world have started expanding beyond their geographical boundaries for managing their front and back office work. According to Prof. Michael Dertouzos of MIT, the market size for these online office based services would be in the region of $5 trillion over the next few years.''

``Our products uniquely serve this market. The latest trends have been positive and we would like to benchmark our services as an end-to-end solution provider in this niche industry.'' he said.

The company is a strategic partner with Cisco Systems of the U.S. for its inUnison product. The unified messaging system being developed by the company in the U.S. will ensure virtual offices become a reality.

Enhancement Technologies India is a fully owned subsidiary of Appiant Technologies inc. U.S. (formerly NHancement Technologies Inc) and the parent company listed in Nasdaq specialises in unified communications and unified information.

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