Hosted call center software maker InContact has announced plans to expand its global reach this week, opening an international office in the Philippine capital of Manila. The company, which specializes in cloud based call center solutions, will open the office to support the customer base already in the country. InContact hopes to capitalize on the unbridled growth the country has seen in recent years in drumming up new business . Five new companies have recently signed on with a previous expansion campaign from InContact.
According to the release the Commission on Communications and Information Technology found that “the Philippine market has seen exponential growth over the past few years with 446,000 call center agent seats in 2009, of which approximately 90% handle calls that originate in the United States according to the Contact Center Association of the Philippines (CCAP). The market is projected to grow to $9 billion in 2010. With the rapid growth of the market in the Philippines, the country is perfectly suited as inContact’s gateway to Asia and the first location for its international expansion.”
InContact’s platform incorporates call routing, workforce management and networking software to optimize the performance of a BPO. In a time where low performance reports can easily close an outsourced call center tools like this are invaluable. There cloud based distribution model allows clients to cherry pick software that works for them and upgrade as needed.
The popularity of SaaS customer service software is also expected to increase dramatically in coming years. According to industry analyst firm Gartner (News - Alert), “by 2013, at least 75% of customer service centers will use some form of SaaS application as a part of the contact center solution.” The Ovum (News - Alert) analysis firm has also said, “given the new investment philosophy, a growing number of enterprises are looking towards hosted contact center services to reduce capital outlay and to access a wide range of technology options.”
InContact CEO Paul Jarman said “We are excited to bring our leading edge cloud-based offering to the Philippines to enable customers to operate more efficiently, optimize the cost and quality of every interaction, create new pathways to profit, and ensure ongoing business improvement and growth."
The company addressed its stateside user base in a recent conference.
This strategic partnership should serve both parties well moving forward.
Chris DiMarco is a Web Editor for TMCnet. He holds a master�s degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of Chris� articles, please visit his columnist page.
Edited by Chris DiMarco