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Industry Research : Call Center Firms to Hit $32B Revenues in 2024

#contactcenterworld, @ccapph

The country’s contact center and business process sector expect to achieve a record annual revenue of approximately $32.16 billion in 2024, amid the extensive integration of artificial intelligence (AI).

This represents a nine percent growth, according to global industry research firm Everest Group.

"The contact center and business process sector, along with the information technology-business process outsourcing industry, has remained optimistic and positive in terms of revenue growth through the years," said Mickey Ocampo, president of the Contact Center Association of the Philippines (CCAP), in a statement.

CCAP is a sectoral organization with over 140 member companies nationwide.

"The figures prove how resilient the sector has become, successfully overcoming the significant challenges that came its way, including stringent data privacy laws worldwide, the Covid-19 pandemic, global economic recessions, and now, the rise of generative artificial intelligence," he said.

Generative AI refers to a subset of artificial intelligence techniques that involve generating new data, images, text, or other content based on patterns learned from existing data.

In 2023, the contact center and business process sector posted an annual revenue of $29.50 billion, up by nine percent compared to the annual revenue of $27 billion in 2022.

In 2023 and 2022, the sector’s annual revenue comprised 83 percent of the total revenue generated by the IT-BPM industry, amounting to $35.5 billion and $32.50 billion, respectively. Projections for the IT-BPM industry’s revenue in 2024 stand at approximately $39 billion.

Cebu still on radar

Meanwhile, CCAP said Cebu remains a focal point for expansion among contact center and business process management firms.

According to a survey conducted by CCAP in May 2023, 15 percent of its member companies identified Cebu as a prime location for expansion.

Leading the list are Cavite (28 percent) and San Fernando, Pampanga (23 percent). Call center firms have expressed intentions to establish sites in Rizal (21 percent), Batangas City (21 percent), Puerto Princesa in Palawan (21 percent), Laguna (18 percent), Iloilo (18 percent), Tarlac (15 percent), Davao (15 percent), General Santos City (15 percent) and Bacolod City (10 percent).

CCAP is set to converge in Cebu for Contact Islands 2024, its annual conference happening from July 24 to 26, 2024 at Fili Hotel Nustar Cebu in Cebu City.

The upcoming convention will further dive deeper into the implications of AI on the sector’s operations and performance.

"Generative AI, which was among the issues discussed in last year’s Contact Islands conference, did not affect the industry figures negatively. We have even generated more jobs," Ocampo said.

He stressed that the contact center sector’s 9.4 percent growth in employment for 2023 even outpaced the 8.6 percent employment growth posted by the IT-BPM industry.

AI’s impact

AI has been generating debates and concerns, especially among several national leaders, who believe the technology may lead to job losses across important industries such as IT-BPM.

However, CCAP maintains its stance on the issue, consistently asserting how AI could help the sector grow further by increasing the productivity of agents’ generation of AI-related job requirements.

Based on Everest Group data, call center firms employed 1.51 million individuals in 2023—a 9.4 percent rise from 2022 figures. That number also accounts for about 89 percent of the total full-time employees (1.7 million) hired by the IT-BPM industry that year.

#contactcenterworld, @ccapph

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.sunstar.com.ph/cebu/call-center-firms-to-hit-32b-revenues-in-2024#google_vignette


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 - Environmental Considerations

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

Published: Friday, May 10, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
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.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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