GTL Deploys Concerto's Contact Center Solution

by CXOtoday Staff    Apr 20, 2004

Concerto Software Inc., a global contact center solution provider, announced today that GTL Ltd - a network engineering and IT Services company - has selected its contact center solution, for its multi-channel contact center.

“We needed a scalable, cost-effective, easy-to-deploy solution that offered multi-channel capabilities, so that we could meet the needs of our customers and in turn, they could meet the needs of their customers,” said R. K. Iyer, vice president - technology, GTL.

The company is implementing Concerto’s EnsemblePro and LYRICall in an attempt to unify inbound and outbound voice, email and web functionality for better managing customer interactions across these channels.

GTL’s contact center in India has more than 1,500 agents delivering customer care to its Fortune 500 clients. By deploying these solutions, the company anticipates a rapid ROI through improved agent productivity and increased customer satisfaction.

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 27% for the years 2002 to 2009.

Tags: GTL