inContact, a provider of on-demand contact center
software and contact center agent optimization tools, announced that it has
expanded its customer base in the Philippines with the addition of two leading
Philippines-based business process outsourcers (BPO). Together, the customers
will scale to more than 600 agents using the inContact cloud platform.
The first company is one of the fastest-growing global
solution providers of BPO services. The company had used a legacy premise-based
system for years, and needed an updated call routing platform that provided the
functionality, flexibility and scalability to help grow their business.
The company is expanding its contact center services
across several different office locations, and selected inContact in order to
easily scale to meet its forecasted growth. As this BPO’s business grows, it
will continue to expand its use of the inContact platform.
As the contact center industry in the Philippines
continues to grow, scalable solutions are critical to meeting that demand. According
to a recent report from the Contact Center Association of the Philippines
(CCAP), the contact center outsourcing industry in the Philippines is expected
to sustain its growth in the next five years, from about $6.2 billion in
revenues for 2010 to about $14.7 billion by 2016 – more than doubling the size
of the industry.
The inContact solution can be deployed rapidly in any
location with only an internet connection, and the pay-as-you-go approach
matches well with the expansion and contraction of outsourcer business models.
In order to continue to meet the demands of that growth,
and expand the potential talent pool of agents, BPOs in the Philippines are
turning to solutions already proven by contact centers in the United States,
including using work-from-home (WFH) agents.
The WFH model has been shown to have a lower total cost
per agent, and lower attrition rates versus a traditional brick-and-mortar
model. inContact is a proven solution to support the WFH model, and was
selected to power the second new customer, a rapidly growing BPO that employs
100% WFH agents throughout Manila.
inContact is widely deployed to support the
WFH agent model, as it can be quickly configured with just an internet
connection and no special phone hardware or software is required. inContact
routes incoming calls to the best skilled agent, regardless of location.
The management dashboards and monitoring capabilities
enable contact center managers to have efficient oversight of their agents,
just as if they were in a bricks-and-mortar environment.
The inContact cloud portfolio continues to be the
solution of choice for outsourcers that leverage their technology and people to
win additional business and grow their bottom line,” said Paul Jarman, CEO,
inContact.
Our powerful portfolio of scalable, flexible,
pay-as-you-go cloud-based contact center solutions enables BPOs to better
manage their talent, reduce non-billable hours, increase revenue per call and
differentiate their service offering,” Jarman added.
inContact recently announced that a multi-billion dollar
retailer selected the inContact cloud call routing solution to power its 100-agent inbound call
center functions, including customer service, sales, and employee relations.
As a leading provider and “household name,”
this company has always strived to deliver a high quality experience that
reflects its brand values in its product offerings, both online and at retail
locations.
By Telecomlead.com Team
[email protected]
