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News : RP Remains Leader in Global Contact Center Industry

#contactcenterworld, @ccapph

Cebu City, Philippines, July 24, 2019 -- The business process outsourcing industry is projected to grow by seven percent in 2019, said Benedict Hernandez, chairman of the Contact Center Association of the Philippines (CCAP).

Hernandez said the Philippines remained as the leader in customer experience despite a global slowdown.

A report by Texas-based consulting firm Everest Group said the 2018 global growth in IT and business process outsourcing has slowed down to three percent to four percent.

H. Karthik, head of Everest Group Global Sourcing and Location optimization practices, said several companies around the world have held back in their sourcing decision as they have to figure out how best to integrate automation, artificial intelligence and analytics in their business and shared services strategy.

As all these are happening, the Philippines grew faster than the global market at 5.1 percent in 2018, providing direct employment to 1.23 million individuals.

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However, Everest noted that the actual industry growth was lower than the eight percent annual projection based on the industry roadmap 2022.

On the other hand, the global outsourcing industry appears to be on a rebound with the Everest Group projecting a four percent growth in 2019, Karthik said.

Hernandez noted that in the Philippines, the take-up of real estate for information technology-business process outsourcing (IT-BPO) this year has reached 126, 000 square meters for the first four months of 2019.

This is back to historical high levels.

Meanwhile, the shift to digital and the uptick in the global market provides new opportunities for contact centers in the Philippines.

"The shift to digital means new, higher value, higher margin opportunities for contact centers in the Philippines," says CCAP president Jojo Uligan.

Uligan explained that the Philippines, as the global market leader in contact center services over the past decade, will benefit from the shift: away from classic delivery models to digitally-enabled service delivery designed to disrupt and transform customer experience or CX.

"Clients today have gone beyond traditional service level agreements (SLAs) and key performance indicators (KPIs). By capitalizing on digital capabilities, clients have started to expect their service providers to help them reshape and transform the end-to-end customer experience to impact both top line and bottom line," he added.

#contactcenterworld, @ccapph

Posted by Veronica Silva Cusi, news correspondent
Source: https://cebudailynews.inquirer.net


About Contact Center Association Of The Philippines:
Company LogoThe Contact Center Association of the Philippines (CCAP) is the official organization of outsource contact center service providers in the country.
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Today's Tip of the Day - Motivating Agents With No Money!

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

Published: Friday, July 26, 2019

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2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

4.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 
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