NEW DELHI, India - November 11, 2002 - TransWorks, a leading provider of CRM (Customer Relationship Management) and BPO (Business Process Outsourcing) services in India, is implementing Cisco Systems' IP Contact Center (IPCC) solution for its new call center in Bangalore. TransWork's new 400-seater Contact Center is being built at a cost of US$4 million and is among the largest Cisco IPCC deployments in India.
"TransWorks is experiencing tremendous growth and is well poised to build a leadership position in the Outsourced Call Center/BPO service provider market in India. World-class technology plays a key role in our ability to provide high quality services to our Fortune 500 customers and we are excited to be working with Cisco," said Prakash Gurbaxani, CEO, TransWorks. "Cisco gives us reliability, scalability and integration enhancements that enable us to provide end-to-end solutions to our customers."
Cisco's IPCC solution will enable TransWorks to offer multimedia communications channels (voice, video and web collaboration) for its customers. The solution is scalable and can be extended to accommodate future expansion within the same facility or to connect seamlessly with future facilities. It not only ensures lower communications and maintenance costs but also protects investments in infrastructure/technology.
The Cisco IPCC solution delivers intelligent call routing, network-to-desktop CTI, and multimedia contact management to contact center agents over an IP network. By combining software ACD functionality with IP telephony in a unified solution, IPCC will enable TransWorks to support their customer's global e-sales and e-service initiatives. In addition, the solution has dynamic reporting functionality that allows for the consolidation of timely and accurate information from resources such as the Internet, carrier networks, legacy ACDs, IVRs, agent desktops and other resources. This will enable TransWorks to actively monitor the performance of its new facility.
"Cisco is pleased to be the technology provider to TransWorks, a prominent ITES player in India. Their new Bangalore facility will be among the largest Cisco IP Contact Center (IPCC) solutions deployments in India," said Manoj Chugh, President India & SAARC, Cisco Systems. "The IPCC solution will empower TransWorks to provide world class services by leveraging multiple interface options from its new facility."
Cisco products are being used extensively to form the backbone of the IP infrastructure at TransWorks' Bangalore facility. The voice and data traffic will be transported over a platform based on Cisco's Advanced ATM Multiservice Portfolio (AAMP).
Cisco's IP telephony and IPCC technology includes components such as Cisco Call Manager software, Cisco IP Phones, Cisco Intelligent Contact Management (ICM), Cisco IP IVR (Interactive Voice response), Cisco CTI Desktop, Cisco Collaboration server, the Cisco Catalyst 6509 switch, and Cisco Queue Manager.
TransWorks (www.TransWorks.com) is one of India's leading outsourcing companies operating in the Customer Relationship Management (CRM) and Business Process Outsourcing (BPO) space. TransWorks provides a complete blend of CRM services - inbound customer service, including technical support, email/web-chat support, outbound telemarketing & collections calling to Fortune 500 and mid-sized companies. Its BPO services include transaction processing, financial accounting and human resource (HR) related services. TransWorks has offices and operations in Mumbai and Bangalore in India as well as in Omaha, NE, Sunnyvale, CA and St. Louis, MO. TransWorks is the first company in the world to be certified to the COPC- 2000® Standard (Release 3.2).
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