Bangalore: The Indian BPO and call center sector has been instrumental in India’s economic growth, adding 5 million jobs and USD 15 billion in revenue. India’s diversity, flexibility, strategic location, educated workforce and technical expertise have attracted global players to outsource their support and customer service operations to the country, despite stiff competition from countries like the Philippines.

To maintain the position as a global leader in the call center industry and retain existing client bases, strengthening infrastructure and utilizing the latest technologies are top priorites for Indian call centers, sentiments backed up by research recently conducted by IQPC. According to the survey 65% of total investment in technologies in all centers is made in quality management software. Though legacy systems are still being used, there are constant upgrades and new technologies and services available such as cloud computing and Software as a Service (SaaS).

The research also showed that 72.2% of respondents mentioned that enhancing their customer experience is one of their top priorities. Over 50% of respondents considered Telecommunication and Banking as the most important sectors in the area of captive call centers.

In an effort to contribute to the growth of the call center industry in India and drive innovation, IQPC will launch Call Center Technology and Communications India 2010, the Indian edition of its global call center conferences. The event, which will take place from 29 – 30 November 2010 in Gurgaon, aims to provide a platform to explore latest technologies for the call center industry in order to maximise revenue and enhance customer experience. Call Center Technology and Communications India 2010, will bring together experts from across the globe to discuss new strategies and trends to implement state-of–the art solutions. The event will bring together CXOs and experts in the industry to share their views on the latest technologies, trends and best practices to improve the internal processes and offer first class customer service.

The conference will feature solution providers like Wesley Clover, who provide leading edge IP-based voice and unified communication solutions and some of the biggest Indian multi-national companies like Dell, Hewlett Packard, Vodafone Essar and Infosys.

More information on conference participation, speakers, technology solution providers and agenda is available on the event website www.callcentertechindia.com