Mr. Saket Setu is the Co-Founder and Chief Marketing Officer at Towards Vision Technologies Pvt. Ltd.(largely known as TVT) , India’s leading Contact Center Solution provider. Mr. Saket with two of the other Co-founders, established Towards Vision Technologies in the year 2002. Saket has played a key role in designing and successful development of C-Zentrix the flagship product of TVT. Since the inception of the company, Mr. Saket has been very closely engaged with the company in establishing its roots deeper across the geographies, bagging 500+ customers and being recognized as one of the top 50 emerging companies in India by NASSCOM. Saket is a live example of zealous young entrepreneur with an immense passion for technology and the utility of it in various spheres of life. This passion of his has made him work very closely with the some of the leading brands like ICICI Lombard, Religare, Max life Insurance, NIIT, Quikr, AMITY, Kohler etc to enable them with technology to go beyond customer engagement and deliver customer delight.
We develop end-to-end solutions which add direct value to businesses by benefiting their customers immediately
Q: How would you describe TVT and its focus?
TVT is focused on product development and innovation which adds value to the business of customers. We aim to be nimble, smart and progressive in what we develop and how we develop it
Q: What was it that made you choose CRM and enterprise solutions as your key offerings? What are the opportunities that you see in these markets today and going forward?
Our focus always has been communication and customer-centric applications which are easy-to-use and add value to enterprises handling their own customers. With communication as the base platform and pluggable CRMs as a customised requirement of enterprises, we develop end-to-end solutions which add direct value to these businesses by benefiting their customers immediately.
We see a huge opportunity for such customised customer engagement solutions which bring all modes of communication (voice, chat, e-mail, SMS, Social Media) and customer information on the same platform.
Q: What can you tell us about your flagship product C-Zentrix for call centres? How has it fared in the market?
C-Zentrix is a leading IP-based end-to-end Customer Engagement Solution with over 500 successful installations in India and abroad. C-Zentrix is available as a single box contact centre solution for SMEs and as an enterprise solution for large setups for international and domestic inbound, outbound and blended calling, e-mail, SMS and chat.
It has features of the ACD, IVR, Predictive Dialer (includes progressive, preview and ,manual dialing facilities), voice logger, CRM, MIS reporting and voice gateway all built onto a single platform. This also eliminates the additional cost of a media gateway in the case of the international environment as the PRI terminates on the server itself, resulting in further cost reduction.
C-Zentrix enables calling over VoIP, IPLC, PRI (E1) and PSTN with advanced features like an agent training module, call conferencing, third party verification, screen transfer, Call Barge In, live reporting, and web-ased ,onitoring etc. C-Zentrix is a lot more efficient and cost effective when from a licensing and hardware perspective compared to Aspect/Avaya/Genesys etc.
Q: What are the specific verticals where you have built up traction? Who are some of your key clients?
C-Zentrix is suited for various industry sectors where customer support and customer engagement is of prime importance and unified communication is of the essence. Industry segments like BFSI, e-commerce, Healthcare, BPO, Hospitality, Education, and Manufacturing use C-Zentrix for inbound customer support services and outbound telemarketing activities. Various other facilities like Robo calling (automated dialing out, playing a recorded message and taking inputs of customers), missed call services, and call conferencing bring added value to the customer using C-Zentrix.
C-Zentrix is being currently used by Max Life Insurance, ICICI Lombard, Reliance General Insurance, Bajaj Capital, Snap Deal, Quikr.com, Yebhi.com, NIIT Ltd., Amity University, Teleperformance, NSE, Mumbai, Kohler India, among others.
Q: What according to you are the key success mantras for start-ups and emerging companies?
The key to success is understanding the needs of customers and designing products and solutions around them. It’s important not to do too many things at the same time but do one thing perfectly.
Q: What do you think the Indian IT-BPM industry now needs to boost the growth of its SMEs? What are your expectations from the government and chambers of commerce such as NASSCOM?
SMEs should be supported not only in terms of funding but through a knowledge base and expertise from the sector. If as an SME I am planning to develop an Android APP then I should have access to an Android expert on the IT-BPM board who can endorse my product idea, go through my requirement document and give me constructive feedback. SMEs miss out on high value resources because of their limited investments. Such expert access will enable them to take the right approach and build the correct product roadmap to success.
The government meanwhile, needs to give preference to Indian SME products when making procurements. This will boost the turnaround time for product development within these companies.