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IT ENABLED SERVICES
After software services, back-office business is India's most
promising export. The availability of thousands of well trained
professionals who can speak English fluently and also switch accents
as required, a favourable time zone it falls under and falling
telecom tariffs has established India as a preferred destination
for establishing offshore call centres. What is more inspiring
is that call centre jobs in India are perceived as a decent career
option, unlike in the US and Europe. Medical transcription is
another fast growing industry. Units catering to Business Process
Outsourcing (BPO) have now started to come up. There is a huge
addressable market available in this growing sector.
Kolkata today has 12 units engaged in IT-enabled services under
STP. The notable call centre units are BNK e Solutions, Bayview
Technology Systems, Vishnu Solutions and Convergence Contact CentreWeb
Development Company. In medical transcription, the city has Optimal
Computing, Stesalit Infotech, Krypton Infotech and Last Peak Solutions.
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Manjushree’s corporate culture is focused at harnessing
the latest in Information Technology (IT) to provide simple solutions
to complex business problems. Manjushree Infotech, a part of the
US$ 1.2 Billion B.K. Birla Group of Companies, is primarily an
Export Oriented Software Solution and Service provider. Powered
by a team of software experts, strategic centers have been set
up in Kolkata and Bangalore, soon to be followed by similar centres
in Mumbai and New Delhi. Each state-of-the-art technology centre
is equipped with powerful communication network and software tools.
In the first 10-months of operation in 2002-03, the Company has
achieved an export turnover of Rs. 33 million. During Financial
Year 2001-02, the exports were valued at Rs. 34.2 million.
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- Bayview Technology Systems
Bayview Technology Systems (Pvt.) Ltd. was established in March
2000. The company provides a range of Information Technology and
Business Process Outsourcing (BPO) services to the US residential
and commercial mortgage banking industry. It is registered with
the Software Technology Park of India and is operating as a 100%
export oriented unit from its office in Salt Lake.
Bayview's services include financial transaction processing and
back office services to its client Bayview Financial Trading Group
a leading Mortgage Finance Company in the US. Bayview was the
first Company to start voice-based services (call center) in Kolkata.
Currently it is undertaking both in-bound and out bound voice
based processes for its client. In the year 2002, Bayview launched
its software consulting division to exploit the forward and backward
linkages with its BPO services, which it was providing to its
client.
In the year 2002, the promoters of Bayview established Inuva
Info Management Pvt. Ltd. to exploit other outsourcing opportunities
from the US. Inuva having its Production Center at SDF Building,
Salt Lake currently works with a prestigious Insurance Client
from the US. Bayview and Inuva together employ 75 callers, processors
and programmers.
Export revenue during the first 10 months in 2002-03 was Rs.
25.4 million. During Financial Year 2001-02, the exports were
valued at Rs. 28.3 million.
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- Vishnu Solutions Private Limited
Vishnu Solutions Pvt. Ltd. has been established by the BAJORIA
GROUP having diversified interest in Agro based industries, Warehousing,
Finance and Information Technology. The Contact Center, their
first diversification in ITES, was set up at 14B,Camac Street,
Kolkata in the year 2001, but full fledged operation started only
after March 2002. It is an integrated International Contact Center
equipped with state of the art technology with equipment supplied
by Nortell, Compaq, Lucent, Cisco, Plantronics, Honeywell etc.
The Predictive Diallers are installed in Miami, U.S.A. and leased
line connectivity is through VSNL and MCI WORLDCOM. The company
has technical collaboration with TRUE DIAL Inc. U.S.A. At present
the Company is operating with 120X3 agents position. It is expanding
with another 300x3 seats in Salt Lake Electronic Complex by constructing
its own premises of about 50000 sq, ft. Initial investment by
the company has been Rs. 10 crores and it is planning to invest
another Rs. 12 crores for the expansion. The company is in process
of opening its overseas office in U.S.A. and plans are under way
for expanding its business operations in other parts of the country
and overseas also.
Export revenue of the company during the first 10 months in 2002-03
was Rs. 89.9 million which are substantially higher than exports
for entire Financial Year 2001-02 at Rs. 7.8 million.
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BNK e. Solutions Pvt. Ltd. has set up an International Outsourced
Call Centre at INFINITY in Saltlec. Spread over an area of 12000
sq.ft, the Centre has a capacity of 120 seats. Equipped with state-of-the-art
technology to handle inbound and outbound traffic of all types,
the company services clients based in USA and UK. BNK Contact
centre offers outsourced services to businesses in varied sectors
eg. banking & finance, telecom, insurance, health care, airlines
etc
In its first phase of expansion, the Company has taken around10,000
sq.ft space in WEBEL Bhavan and has added 250 seats to its original
capacity. The Company has also acquired 1.12 acres of land close
to its present facility where it plans to construct 150,000 sq.ft
of high quality space to house 1000 seats.
Export revenue of the company during the first 10 months in 2002-03
was Rs. 30.6 million which are substantially higher than exports
for entire Financial Year 2001-02 at Rs. 4.2 million.BNK e Solutions
Pvt. Ltd.
Located at INFINITY in Saltlec, BNK e Solutions is one of the
better call-centres in the city. With state-of-the-art infrastructure,
this company services clients mainly based in the US, with plans
of expanding to Europe. With a capacity of 340, the company currently
employs 90 persons, and hopes to reach full capacity within six
months. The company has a three-phase expansion plan, to finally
have 600 seats operating in three shifts on a 24x7 basis. The
company has applied to WEBEL for a one-acre land to set up its
independent unit.
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- Convergence Contact Centre
Convergence Contact Centre (CCC) is promoted by Web Development
Limited (WDC), a leading e-business solution provider. WDC has
just ventured into ITES segment, setting up a new company to venture
into a wide spectrum of IT related services from tele-marketing
to technology support. This new company, Christened Convergence
Contact Centre Private Ltd (CCCPL), has been set up partly with
support from Sidbi Venture Capital Ltd and West Bengal Venture
Capital Fund for Information Technology, Telecommunications and
Electronics.
This company had a project cost of Rs 9.5 crores with initial
paid up capital of Rs 3.5 crore entirely taken up by the promoters.
CCCPL has already started a 200 seat call centre at the new 42,000
sq. ft. facility of WDC in Salt Lake CCCPL’s call centre
is currently operating on a single shift with 120 seats for servicing
inbound and outbound calls in a client server environment with
computer telephony integrated (CTI) and unified messaging enabling
us to handle all types of calls – voice, fax, e-mails, char
etc. By the first quarter of next year, the second shift will
begin with another 100 people. Right now the company is addressing
only US market with outbound telemarketing. Its facility can accommodate
up to 360 people in 3 shifts.
Export revenue during the first 10 months in 2002-03 was Rs.
1.4 million.
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- Impex Infotech Limited (IIL)
IIL is an Information Technology Enabled Services company engaged
in Customer Relationship Management through Voice Calling and
Back Office Processing. IIL has a 50 seat Call Center at Kolkata,
India which offers a wide range of customer care services. Through
an integrated customer care solution, IIL provide voice, email
response, real-time chat, knowledge management, e-CRM and other
value added services. IIL's call centre is a single point of contact
where calls, be they enquiries, order placing or after sales support,
are handled and processed by a professional team of call centre
process associates. IIL call center is managed extensively experienced
telemarketing agents trained by K S Enterprises, USA. IIL is managed
by an experienced and versatile management team well versed in
client relationship management, account handling, shift management
and agent supervision. IIL’s call centre is spread over
4,400 sq. mt. area with initial investment of Rs. 3 crores. Export
revenue of the company during the first 10 months in 2002-03 was
Rs. 1 million.
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