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Can your software compliment and enhance existing investments in customer
relationship management for enterprises?
Yes it can and it does. We have a number of customers who use it
for both internal support as well as their external customers. Microsoft
uses our product to provide support for their employees. Symantec uses to
support their customers.
What are the pain areas, particularly with connectivity?
You can't really have any kind of customer experience unless you are
actually connected and that turns out to be not as simple as you would like. So
the basic thing we do for people is to ensure that when they sign up, they
actually get the service and the connectivity works. We find customers
experience a pretty common set of problems. They experience e-mail issues and
experience browser issues. There are three or five common issues that get in the
way of utilizing the service and what we're enabling is to solve those issues
either by themselves or in an assisted way so they can go about their business.
 Where is your focus on in India?
India has about 1.5 mn broadband subscribers and the projection is that
there will be very fast growth. Worldwide, there are about 40 mn subscribers who
rely on our products. We think that India, as they go through that uptake of
broadband, will add very substantially to those numbers. Right now, our focus is
on broadband or high-speed data, but we think that over time, customers here
will end up using a number of services. In addition to broadband, we think that
VoIP telephony and IP television, which people often call triple play, are
services that will be delivered to people.
What kind of work is happening out of your India R&D center?Some of
our most innovative development work is coming out of India right now. So we
strongly believe that the benefit of our operation here is not in doing
maintenance engineering and sustaining engineering. It is actually to take the
lead on some products that will be for the market generally and also to take the
lead on products that will be specifically targeted for the Asia Pacific market.
IPTV has not really taken off even in developed markets...people still
don't know how to define IPTV...
Yes and I agree with that but if you look at the level of investment that is
being made for example, by the large telcos, you have to believe that it will
happen. Those companies are too large and too smart to be putting that kind of
investment in and I think what we're in is a very long and sustained period of
investment and then you're going to see it begin to take off. There are very
strong market dynamics that are pushing it.
Goutam Das
goutamd@cybermedia.co.in Page(s) 1
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