The Hindu Business Line : Genpact opts for eGain Mail

EGAIN Communications, customer service and contact centre software provider, said that Genpact, an Indian BPO, has selected its e-mail management software, eGain Mail, to streamline interactions and service processes.

eGain Mail's features include capability to integrate with existing business systems. Mr Ian Jones, Head of Strategic Solutions, eGain Communications, told Business Line the company, which has 40 installations for the eGain Mail in the domestic market, would be looking at the growing BPO and the high end of the mid-tier clients . He said the company was targeting the top 20 BPOs in the country. Mr Jones said the deal with Genpact was worth $1 lakh.

Mr Jones said eGain Communications, the wholly owned subsidiary of eGain Communication Corporation, California, has an operating presence in 18 countries and serves over 800 enterprise customers on a global basis. The revenue for the last fiscal was about $22 million, he said, adding that the company was looking at a global growth of about 15-20 per cent for this fiscal.

Mr Jones said the Indian operations, which began in 2000, has its research and development centre in Pune and versions 4, 6, and 7 of virgin mobile solution had been developed from this centre.

The Pune centre houses 140 personnel and there are plans to increase the headcount by another 40.

He said the company was also looking at other international markets such as Singapore, Hong Kong, Australia and Malaysia for growth.

On plans for the Pune centreMr Jones said the company was looking at adding new channels such as instant messaging, SMS to its existing solutions in about three months.

Mr Jones said the investment into the Indian operations is to the tune of $11 million and the company was set to invest about $3 million in the next fiscal for expansion.