eGain to tap BPO sector in a big way

eGain Communications, a customer interaction management solutions provider, is planning to provide solutions to business process outsourcing (BPO) industry.

The $20.4 million company has over 850 customers in 18 countries. It has 40 installations in India.

eGain launched its Indian operations in 2000 and has a headcount of 140 here. "The company plans to invest $2.5 million in the coming financial year and recruit 40 more persons here," said said Pramod Narang, senior vice-president (products and technologies), eGain.

Genpact, formerly GE Capital, has recently selected eGain for its mail services. eGain is now eyeing top 20 BPOs in the country.

"By December, we should have at least six of the top 20 BPOs as our customers," said Ian Jones, head-strategic solutions of the company.

"Now, BPOs are moving from voice-based channels to e-channels such as e-mail and web chat. With complete process and procedure outsourcing, BPOs require a knowledge database and uniformity of information across all centres," added Jones.

The company is eyeing opportunities in Asia-Pacific markets. " We are looking at Hong Kong, Singapore, Australia and Malaysia. We will provide services here from our Indian centres," said Narang.