WatchGuard In Outsource Pact With R Systems

New Delhi | Updated: Apr 28 2004, 05:30am hrs
Even in the midst of the outsourcing backlash, US companies continue to turn to India to outsource there IT operations. US-based WatchGuard Techno-logies Inc a Nasdaq listed security solution firm has set foot in India to outsource its software development and customer support operations.

Though the company has been present in the Indian market since the last four years through its distributors to sell its solutions, it recently tied up with Noida-based R Systems to undertake its customer support operations for all global clients.

R Systems has also been given some software development and quality assurance jobs, WatchGuard chief strategy officer Mark Stevens told eFE during his India visit. The company, so far, had its customer support and software development operations only in Seattle and San Jose in the US. We would like to grow our partnership with R Systems and as the confidence level improves, we will be bringing more work to India, Mr Stevens said, adding that the company might set up its own development centre also in future. This, he said, would depend on the volume of business but the company had no such plans for at least the next 2-3 years.

R Systems is currently handling first level of customer support through a small dedicated call centre for WatchGuard and also providing software jobs such as bug fixing, patch development and quality assurance services.

We have three levels of customer support. Almost all of the first level of support is being offered from India and in the long run, we will provide higher level of support also, Mr Stevens said.

Having a tie-up with R System had also helped WatchGuard to understand the local market, he said. We plan to expand our sales network in India by bringing more partners (resellers). India is a key growth market for us, he added. WatchGuard currently has two distributors - Ingram Micro and Wipro e-Peripherals and 27 sales partners in India.

WatchGuard is also planning to offer managed security services in India in partnership with Wipro Infotech and Sify, Mr Stevens said.

It currently employs around 300 people in its worldwide operations.