Australian-owned call analytics provider Delacon has continued its international expansion, opening an innovation centre in India to service local and global partners, and develop the next generation of call tracking and analytics solutions.
The office in Chennai is the eighth for the Sydney-headquartered business, which enables brands and agencies to optimise marketing campaigns by accurately measuring and attributing every call to its marketing channel.
It also has operations in New Zealand, Singapore, Malaysia, Hong Kong, the UK, the US, and Japan.
As well as servicing advertisers and agencies in India, Delacon is capitalising on the Indian workforce to develop new products and services and support its global clients.
Michael Center (pictured above), CEO of Delacon, said: “Marketing spend is predicted to hit $15 billion in India by 2020 and there are already more than one billion mobile phone subscribers.
“Advertisers increasingly need to accurately measure and attribute through call analytics which marketing channels are delivering the best return on investment, which means the opportunities for Delacon are significant in this rapidly-growing market.
“In addition, the talent available in India in relation to technology, telephony, data, and speech analytics makes it ideally suited to lead the development of the next generation of call analytic solutions we want to deliver to our clients.”
The 10-strong team is being led by Joshua Thiriyegadson, former assistant general manager at Vodafone in India.
Delacon’s India office follows the launch of its Speech Analytics Module, which allows marketers to effectively ‘listen’ to every phone conversation made to their call centres using speech analytics to better understand customer sentiment, optimise the customer experience and marketing campaigns, improve sales and staff training.