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.”

1 2 3 4 5 6