India will be the global hub for eGain Corporation

Capitalizing on the BPO momentum, eGain Corporation, a provider of customer
service and contact center software, plans to stren-gthen its presence in the
Asia Pacific and Indian market. The company is look-ing at India as its global
hub and is planning to invest around $ 10 mill-ion in the country as part of its
exp-ansion plans over the next three years. The Indian customer service market
alone is estimated to be worth Rs 600 crore. According to Ashutosh Roy,
Chairman, CEO and co-founder of eGain, India is the fastest growing market for
the company. "The Pune bu-siness unit will be developed into a full-fledged
global hub for all technical and non-technical functions of eGain including
product develop-ment, customer support, pro-fessional services, marketing and
finance," Roy said.

According to him, barring the frontline activities, the company plans to
migrate all other tasks to the Pune facility by the end of next year. The Indian
facility of eGain is one of its largest R&D centers with 125 people.

Giving reasons for the decision Roy further said, "We have been through
the boom and bust cycle when applica-tion software revenues dried up. Since then
we have changed the operating model and have decided to have products com-ing
out of India for the world operations." eGain’s strategy will be to
continue to leverage its strong product position to capture greater share. The
tar-get would be a 2X revenue gro-wth in the next 12-18 months, he explained.

According to the company, its next new generation pro-duct–Service7–is
expected to hit the market by July end. Service 7 is a customer service
management solution built for rapidly implementing next generation contact
center stra-tegies. The company presently boasts of more than 40 soft-ware
installations in India including HSBC, Transworks iGlobalMedia among others. Roy
said that they were in advanced stages of discussion with more than 30 top-notch
prospects for closing major deals.Giving details of the Indian plans, Vivek
Rastogi the company’s COO for APAC and India said that the region had emerged
as the next major market for eGain. "India will account for close to
one-third of revenue in coming years," he said adding that the company
plans to introduce new software products in the region soon. This, according to
him, will help the com-pany achieve revenue target of $ 4 million from specific
verticals such as captive and third party BPOs, banking and financial services
and telecommu-nications.As part of its next de-velopment phase the company plans
to bring out local ver-sions of their products for China and Taiwan during the
next 12 months.

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