Spoken Communications, a provider of cloud-based contact center solutions, announced that Philippine Long Distance Telephone Company (PLDT (News - Alert)) has selected Spoken’s cloud-based call center technology to power its Call-Center-as-a-Service (CCaaS) solution in the Philippines.
This development marks the launch of the country’s first completely cloud-based suite of contact center applications. With this, Spoken Communications (News - Alert) also increases the virtualization of communication operation in the region and expands its global reach to comprise seven data centers.
The cloud-hosted infrastructure enables PLDT to offer scalable and flexible call center solutions to enterprise and outsourcers in the region. It will provide them with a flexible and cost-effective call center delivery model eliminating the need of costly hardware, Spoken Communications said.
Since the service is offered on“pay-per-minute, per-app basis” organizations are charged only for the amount of time they use, and only for the applications or features they use. It enables virtualized call centers to readily scale applications and software based on the demands of their business due to seasonal rise and fall in call volume and usage. This will free enterprises from the expensive capital investment as well as monthly operating expenses.
PLDT’s CCaaS is designed to provide the telecommunications applications required to support outsourcing operations. It also increases the virtualization of communication operations in the region.
Some of the capabilities of the solution include call routing, Interactive Voice Response (IVR), end-to-end call recording, screen capture, disaster recovery and performance management, including live call monitoring, call data visualization and agent evaluations.
Spoken Communications also provides professional services for a seamless integration of back-office applications from multiple platforms.
PLDT EVP and EICB head Ernesto R. Alberto said, “Our Cloud CCaaS offering is a highly flexible solution that easily evolves to match the changing contact center needs of enterprises, and seamlessly integrates into existing infrastructures.”
“This launch exemplifies the kind of cutting-edge ICT solutions that PLDT is rolling out and demonstrates our ability to consistently think ahead and exceed the expectations of our clients – not just merely meeting their requests,” Alberto added.
Edited by Peter Bernstein