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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.

"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 - Technology

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

Published: Saturday, August 8, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
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.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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