India a Key Focus Region for Cloud Contact Centre Solutions Provider ClearTouch

Image credit: TCN

India will continue to be a key focus region for Cloud Contact Centre solutions provider ClearTouch.

ClearTouch, a provider of a cloud-based call centre platform for enterprises, contact centres, BPOs and financial services companies in India, today commemorates its fifth year in business and a period of exponential growth.

A subsidiary of TCN, Inc., a global contact centre technology provider, ClearTouch introduced the first cloud-based contact centre platform in India in 2016 to empower Indian businesses with its advanced technology platform for transforming on-premises infrastructure to cloud-based services, according to a Business Wire India report.

“India’s very large market has near-limitless opportunities, and we are excited to continue helping Indian companies optimise their contact centre operations and increase revenues with our cloud-based technology, which is highly scalable.

We’re very proud of the relationships and partnerships we’ve established in India over the past five years and are exceptionally well-positioned to further grow our presence in the Asia Pacific region,” said Uthaman Bakthikrishnan, Executive Director, ClearTouch.

The report further added that since 2016, ClearTouch has grown its presence from Chennai to offices in Bengaluru, Hyderabad, Delhi and Mumbai, with data centres in Mumbai and Bangalore as well as other data centres throughout the world, which provides the capability and agility to handle various client requirements.

The company’s revenue has grown by more than 200 per cent each year over the last three years while more than tripling its headcount. To strengthen its services and improve customer experience, ClearTouch has worked closely with local partners such as many major Indian telecommunications companies.

It currently serves various Indian companies and multinational businesses in the healthcare, insurance, financial services, banking and BPO industries.

According to a recent Frost & Sullivan report, COVID-19 has accelerated the rate of migration from on-premises solutions to cloud-based services in the Asia Pacific (APAC) region, given the need to provide outstanding customer experience remotely.

The report’s author also noted that the banking, financial services and insurance (BFSI) industry will be the leader in deploying contact centre applications, followed by telecommunications.

At the forefront of the movement to the cloud, ClearTouch combines a deep understanding of the needs of call centres with a highly affordable delivery model, ensuring immediate access to robust, omnichannel call centre technology.

This includes outbound and inbound voice channels, IVR and calls recording as well as business intelligence, voice and speech analytics and compliance tools required to optimise operations and adhere to both India’s and North America’s telemarketing and telecommunications regulations.

Powered by TCN’s award-winning technology that supports billions of interactions every year between call centre agents and customers, ClearTouch’s platform is proven to drive substantial gains in operational efficiency and productivity, improving agent performance and enhancing customer experience.

“COVID-19 has accelerated interest in cloud-based services for call centres and contact centres, and we’re pleased to report that the cloud backbone of our ClearTouch platform has helped many Indian companies with thousands of agents in their business continuity during the pandemic.

Indian businesses are increasingly recognising the major gains in efficiency and productivity, as well as agent performance and customer experience, from leveraging the cloud.

Although the pandemic jumpstarted this pivot to the cloud out of necessity, these benefits will only increase in value after the pandemic, which is why we’re so bullish on the Indian market,” added Bakthikrishnan.

“When we first launched ClearTouch in 2016, we were excited about the prospect of helping Indian companies optimize their contact centre operations and improve their bottom lines by implementing cloud-based technology for the first time.

Over the past five years, we have seen tremendous growth in the Indian market as we continue to build on the success and look to expand further into the Asia-Pacific region,” said Terrel Bird, CEO and co-founder of TCN.

Anuradha Nagar

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