James Mitchell receives 2004 CRM influential leader award

Our Corporate Bureau
09 September 2004

Mumbai: Concerto Software, Inc, a provider of contact centre solutions and a major player in the Indian contact centre solutions industry has announced that James Mitchell, has been conferred the 2004 CRM ''influential leader award''from CRM Magazine. The award comes close on the heels of the Frost & Sullivan''s ''technology award'' for 2004 for ''market leadership in outbound call business in India,'' in August 2004.

According to Frost & Sullivan, India is the fastest-growing market for contact centre systems in the Asia Pacific region, with a projected compound annual growth rate of 19.5 per cent. Frost & Sullivan also reports that Concerto Software has 66.7 per cent of the market share for outbound contact centre systems in India.

CRM Magazine''s 2004 CRM leader awards recognise superior performance in three areas: ROI excellence in customer companies, individual achievement, and vendor leadership. The influential leader award spotlights the executives in CRM who have left an indelible mark on either their industry or their company this past year.

Mitchell received this award for the leadership role he took when the Federal Telecom Commission implemented its ''do not call'' regulations, threatening to change the face of the entire call and contact centre industry. Acknowledged as an authority on Federal Trade Commission and Federal Communications Commission telemarketing regulations, Mitchell firmly believes that these new laws could be beneficial, as they defined a more qualified list of customer prospects, and paved the way to a more productive contact centre workforce.

He has authored numerous articles and white papers and is a frequent speaker at industry events on contact center topics. Through his efforts, Concerto Software became a solutions provider that also served as a resource for customers and contact centres worldwide to gather information on the intricacies of the regulations.

Mitchell urges companies to create cultures of compliance by changing business processes, re-training agents and adapting strategy. In addition, as one of the pioneers of the predictive dialler, Mitchell made strategic recommendations on how to configure this technology to aid compliance efforts. Mitchell''s findings, commentary and suggestions on the legislation have been featured widely in the national and trade press.