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BUSINESS NEWS
Wipro Spectramind, the Largest Outsourcing
Provider in India, Continues to Install NICE Solutions to Support
its Expanding Contact Center Business
Ra’anana, Israel, February 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 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*, 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,
www.wipro.com, www.wiprocorporate.com
and www.wipro.co.in.
About Tata Telecom
Tata Telecom Limited is a leading enterprise converged communication
solutions provider in India. It’s 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 www.tatatelecom.com.
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'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,
Los Angeles Police Department, MicroAge Teleservices, New York
Police Department, NAV Canada, Nokia, SNT Group, Software Spectrum
and Sydney Airport.
Trademark Note: 360° View, Agent@home,
Big Picture Technology, Executive Connect, Executive Insight*,
Experience Your Customer, Investigator, Lasting Loyalty, Listen
Learn Lead, MEGACORDER, Mirra, My Universe, NICE, NiceAdvantage,
NICE Analyzer, NiceCall, NiceCLS, NiceCMS, NICE Feedback, NiceFix,
NiceGuard, NICE Learning, NICE Link, NiceLog, ScreenSense, NiceScreen,
NiceSoft, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse
LIVE, NiceVision, NiceVision Harmony, NiceVision Mobile, NiceVision
Pro, NiceVision Virtual, NiceWatch, Renaissance, Secure Your Vision,
Tienna, Wordnet and other product names and services mentioned
herein are trademarks and registered trademarks of NICE Systems
Ltd. All other registered and unregistered trademarks are the
property of their respective owners.
*Only in Australia
This press release contains forward-looking
statements as that term is defined in the Private Securities Litigation
Reform Act of 1995. Such statements are based on the current expectations
of the management of NICE Systems Ltd. (the Company) only, and
are subject to a number of risk factors and uncertainties, including
but not limited to changes in technology and market requirements,
decline in demand for the Company's products, inability to timely
develop and introduce new technologies, products and applications,
difficulties or delays in absorbing and integrating acquired operations,
products, technologies and personnel, loss of market share, pressure
on pricing resulting from competition, and inability to maintain
certain marketing and distribution arrangements, which could cause
the actual results or performance of the Company to differ materially
from those described therein. We undertake no obligation to update
these forward-looking statements. For a more detailed description
of the risk factors and uncertainties affecting the company, refer
to the Company's reports filed from time to time with the Securities
and Exchange Commission.
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