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Top Cloud-Based Call Center Software Now Found in the Philippines

Top Cloud-Based Call Center Software Now Found in the Philippines

October 05, 2010
By Calvin Azuri, TMCnet Contributor

inContact has expanded its operations into the Philippines, announced the provider of on-demand call center software and agent optimization tools. The service and profitability goals of BPOs worldwide can be met with the cloud-based solutions from inContact.


Existing customers in the Philippines will be supported by inContact through its new Manila office. Since the expansion of its operations in the country, inContact has won five new customers.

Over the past few years, the Philippines market has seen exponential growth as per the CICT (News - Alert). The country had 446,000 call center agent seats in 2009. According to the Contact Center Association of the Philippines, these agents handled nearly 90 percent of the calls which originated in the United States. In 2010, the market is expected to grow to $9 billion. Therefore the Philippines is suited as inContact’s first location for international expansion and also as a gateway to Asia.

In a press release, Paul Jarman, CEO of inContact, said, "inContact's cloud-based solutions give BPO operators an extraordinary competitive advantage, as evidenced by our initial success in the Philippine market. We have been working with several outsourcers over the past several months, and are excited to have a physical office presence here now. The BPO market is highly competitive, and client dissatisfaction and low margins can be the end of an outsourcer's business.” Jarman added that BPO’s are able to better manage their talent with inContact’s powerful portfolio of scalable, flexible, pay-as-you-go cloud-based call center outsourcing solutions. BPOs can also reduce non-billable hours, increase revenue per call and differentiate their service offering. inContact helps BPOs deliver profitable customer experiences, concluded Jarman.

Call routing, workforce optimization and network connectivity solutions are combined by the inContact platform. It is a very powerful tool for BPOs working as the platform for a powerful workflow between the subsystems. Enterprise-class security, reliability, availability and the industry's best uptime guarantee of 99.99 percent are the features of the platform.


Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.

Edited by Jaclyn Allard



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