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News : Fiji in Top Spot for BPO Market

#contactcenterworld

Suva, Fiji, Aug, 2020 -- Fiji is well-positioned to gain from the business process outsourcing (BPO) market especially during a time as presented by COVID-19.

According to the Lyndhurst Pte Ltd’s chief financial officer Manoa Kamikamica, this was a sector where foreign companies could invite other countries with low cost structures to support them in terms of their business processing, such as a call centre.

"Right now there is already some very well established call centre businesses, one is out in Kalabu called Mindpearl and one is called Pacific Centrecom that helps with Fiji Airways.

"So because Fiji is a lower cost structure it’s cheaper for these offshore entities or foreign companies to use our people.

"And it is a great source of foreign investment and a great source of employment and it’s producing a very good skill set for our people."

He said the other aspect was having a business process outsourcing for accounting assistance for documentations and legal work.

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"That again is very skilled sort of area so these are some of the opportunities that are available and we are not looking too far, we are just looking at Australia and New Zealand markets as well as the US.

"So basically what the BPO industry in Fiji has done, we have created a council, the president is Carol Rounds, and we have been trying to build the profile of the industry because again, theoretically if we have a very successful BPO in this environment, it would still be operating."

He said as people were not travelling to Fiji, this sector would not be affected, therefore the economy would be diversifying and an assurance of de-risking the whole economy.

Mr Kamikamica said the potential in the manufacturing sector was something that needed to be assessed but certainly anecdotally there were discussions on areas of opportunities.

He said in their factory they had 800 workers and if there was an investment whereby a couple of other factories were created, then they could be taking 2000 to 3000 workers.

"If there is an environment for no tax for 10 or 15 years, just the employment in those sectors would mean money in people’s pockets that can buy goods and services.

"For my company Lyndhurst, 80 per cent of workforce is women so we can see it impact quite deeply in the economy because they are not from the high end of society but are grassroots people.

"So its direct flow to the grassroots that comes from the manufacturing and some of the work is very skilful work. He said they had to reduce the hours for their workers without laying off anyone.

"During the lockdown obviously we had to close but then we started off with two days a week and now we are currently hovering between three to five days a week and fortunately because you are dealing with Australia and New Zealand, those economies are funding their workers so they would keep on buying export from Fiji."

Mr Kamikamica said Lyndhurst had been in Fiji for 20 years starting off with 20 workers located in Kalabu.

Essentially it is based off demand mostly from New Zealand and Australia which are their core markets and according to him they were fortunate in a way as those two economies had been very well run and so there was direct assistance ending in the hands of employees and their spending.

He said exporting de-risks the economy, as the export industry was churning along.

Mr Kamikamica added there should at least be a discussion on tax-free factories, discussions around shorter supply chains.

"In the COVID situation, for some of the retailers it has become unpalatable," he said.

"We have done a full feasibility study and have done a market demand study on Fiji and without getting into detail it tells us that Fiji is well positioned for the BPO market.

"Not necessarily the 10,000 plus call centres but the ones in the 100s and 200 kind of range, looking at call centre business outsourcing for recoveries, those kind of skilful sectors.

"At the moment in Kalabu you got ANZ and their outsourcing centre there. You got Mindpearl which is an existing call centre."

He said the market or potential of that market existed and they had been advocating for it to create more visibility.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.fijitimes.com


Today's Tip of the Day - Know Your Stuff

Read today's tip or listen to it on podcast.

Published: Saturday, August 8, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Automation

 
1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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