Keane Worldzen to streamline its customer interactions

Our Corporate Bureau
14 July 2004

Mumbai: Concerto Software, Inc., a proven provider of contact center solutions, and major player in the contact centre solutions industry in India today announced that Keane Worldzen, a business process outsourcing (BPO) company with expertise in collection and recovery operations, has selected Concerto Software''s Ensemble™ blended solution for managing customer interactions in its New Delhi contact center.

With its strong leadership experience and unique end-to end design and delivery model, Keane Worldzen focuses on providing optimisation driven outsourcing solutions through a combination of process improvement, service delivery from its India-based operations centres, and strong implementation experience.

By blending inbound and outbound voice capabilities using Cocnerto Software''s product - Ensemble, Keane Worldzen expects to enhance the collection and recovery services it provides to direct issuer, debt buyer and agency clients across a number of industries including insurance, healthcare and financial services. Keane Worldzen also anticipates Ensemble will improve agent productivity, increase customer satisfaction and prepare the company for future growth.

"We needed a scalable, cost-effective, easy-to-deploy solution that offered all of the capabilities our clients and their customers demand," said Dhananjay Prasad, CTO, Keane Worldzen India operations. "We constantly strive to deliver premium service and stay ahead of the competition and we knew Concerto Software''s technology was the clear choice to help us maintain that position."

According to international market research and consulting company, Frost & Sullivan, India is the fastest growing market for contact center systems in the Asia Pacific region, with a projected compound annual growth rate of 25 per cent. Frost & Sullivan also reports that Concerto Software has 78 per cent of the market share for outbound contact centre systems in India.

"Concerto Software is committed to customer satisfaction and we are pleased to be working with Keane Worldzen to ensure they can offer their clients the most advanced, comprehensive capabilities in the Indian service bureau industry," said Pramod Ratwani, Concerto Software''s vice president of Asia Pacific. "Our relationship with Keane Worldzen further establishes Concerto Software''s leadership position in the fast-growing Indian contact centre market."