Wipro Spectramind, the Largest Outsourcing Provider in India, Continues to Install NICE Solutions to Support its Expanding Contact Center Business

RA’ANANA, Israel–([1])–Feb. 17, 2004–NICE Systems (Nasdaq:NICE), a worldwide leader in multimedia digital recording solutions, applications and related professional services for business interaction management, today announced that Wipro Spectramind, the largest third-party offshore business process outsourcing provider in India, has further extended its existing three-year relationship with NICE through Indian partner, Tata Telecom, a leading player in converged communications solutions provider for enterprises. Wipro Spectramind is now deploying NICE Quality Management solutions inside new contact centers with a combined seating total of over 2000 agents being built in response to the ongoing global demand for its services. To support this business and the ongoing contact center outsourcing demand in India, NICE has opened an office in Bangalore, India providing sales and support services specifically for the Indian market.

As probably the most widely visible aspect of the overall outsourcing phenomenon, contact center outsourcing is a primary area of business activity for modern-day India. With more and more important companies from America and Western Europe moving their contact centers offshore, Wipro Spectramind is at the forefront of this lucrative and ever-expanding sector, and operates under intense scrutiny from existing and potential customers and the global media alike.

It was reported last month on the CBS news magazine show, “60 Minutes,” that moving contact centers offshore to India can reduce costs by up to 50% for US companies. Such savings are obviously rendered meaningless if accompanied by any simultaneous reduction in service standards. “The customer service provided by our agents must be of the highest quality as we deal around the clock with the valuable end-users of our clients,” said Sunil Rawal, vice president, quality, for Wipro Sprectramind. “Agent training, therefore, is of vital importance to our organization, and the solutions that NICE has been already providing us with for a number of years are an integral part of the technology upon which our success is based.”

NICE offers outsourcers such as Wipro Spectramind tools that deliver training and quality while simultaneously generating revenue as part of the ever-extending range of services that outsourcers are able to provide to their customers. Among these offerings, for example, are; web-based applications that enable the outsourcers’ clients to enter the system and remotely monitor the level of quality, reporting services to send clients regular scheduled reports, and automated surveys delivering customer feedback information.

“Working together with our well-established partner in India, Tata Telecom, we are happy to deliver the benefits of our technological skill and innovation to such an important player in the rapid-growth arena of contact center outsourcing as Wipro Spectramind,” said Doron Ben Sira, president of NICE APAC. “With the number of agents within the Indian contact center outsourcing market expected to climb at an annual rate of 19% through 2007(1), this is a key area upon which we will continue to remain focused in the future.”

“Opening up an office in India is a demonstration of our commitment and belief that the trend towards business process outsourcing in India continues to grow,” Ben Sira added. “After 5 years of continued presence in the sub-continent, the office will bring added benefits to our customers in India with better service and support from NICE.”

About Wipro Spectramind

Wipro Spectramind is India’s largest third party provider of BPO services with a wide range of processes in production (both voice and non-voice based). It is a full spectrum service provider offering end-to-end solutions to organizations across a wide range of industries. Wipro Spectramind has offices in India and in the US. It has two state-of-the-art production facilities in New Delhi and Mumbai with a combined capacity that can accommodate over 5000 people.

Wipro Spectramind is a subsidiary of Wipro Limited (NYSE:WIT), world’s first P CMM Level 5 and SEI CMM Level 5 certified IT Services Company that provides comprehensive IT solutions and services, including systems integration, Information Systems outsourcing, package implementation, software application development and maintenance, and research and development services to corporations globally.

For more details please visit our websites at www.spectramind.com[2], www.wipro.com[3], www.wiprocorporate.com[4] and www.wipro.co.in[5].

About Tata Telecom

Tata Telecom Limited is a leading enterprise converged communication solutions provider in India. Its offerings range from converged voice, data and video networks to contact center solutions to unified messaging solutions, and customer services. It is a dominant player in the contact center market. In order to provide best-in-class converged communications products and solutions, Tata Telecom has partnered global technology leaders–Polycom, the world’s leading video-conferencing solutions provider; NICE Systems, the Israel-based customer experience management specialist and LG, a leading global player in EPABX and KTS products. The company has strategic alliances with systems integrators such as IBM, HP, Netsol and Servion. Tata Telecom is an equal joint venture between the US-based Avaya Inc, a leading global provider of communications solutions and services, and India’s Tata Group. For more information about Tata Telecom, visit its Web site at http://www.tatatelecom.com[6].

About NICE

NICE Systems (Nasdaq:NICE) headquartered in Ra’anana, Israel, is a worldwide leader of multimedia digital recording solutions, applications and related professional services for business interaction management. NICE products and solutions are used in contact centers, trading floors, air traffic control (ATC) sites, CCTV (closed circuit television) security installations and government markets. NICE’s synergistic technology platform enables customers to capture, evaluate and analyze business interactions in order to improve business processes and gain competitive advantage. NICE’s subsidiaries and local offices are based in the United States, Germany, United Kingdom, France and Hong Kong. The company operates in more than 100 countries through a network of partners and distributors. (NICE website: www.nice.com[7] )

NICE’s worldwide clients include: ABN Amro, Bank of England, Boston Communications, Compaq Computer Corporation, Deutsche Bank, Dresdner Bank, Emeraude Group, US Federal Aviation Administration, Hong Kong Airport, Japan Ministry of Transport, NAV Canada, Nokia, SNT Group, Software Spectrum and Sydney Airport.

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