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inContact ramps up local operations

By BERNIE CAHILES-MAGKILAT

MANILA, Philippines — inContact, the world’s largest cloud-based call center solutions provider with Asia-Pacific headquarters at the Bonifacio Global City, is ramping up its operations here to include global technical support and professional services.

“The commitment is this location is to make it our global hub. We are building our capability here,” said Brian Silverman, inContact managing director for Asia Pacific and Latin America.

inContact has already established their sales and marketing and are in the process of its moving in its global technical support and professional services.

Silverman said its long-term positioning in the Philippines as its sole investment outside of the U.S. is mainly due to the country’s huge BPO sector and very good technical people.

“We have 900 customers now using inContact solutions, but more and more because we have very competent technical people here,” he said.

In terms of local call center customers, inContact is serving customers with average of 40 to 60 seat-operation although they can handle more than 2,000 seats. It has recently signed in two customers with 250 and 350 seats.

Junie Pama, country manager of inContact Philippines, cited the benefits of cloud-based call center solution to making their operations more competitive.

“The call center can be a catalyst in the Philippines to leapfrog into the global market through cloud computing,” Pama said.

“If we can enable small BPOs in the regions, people will no longer come to Manila anymore because they have the right technology there,” Pama said.

“We want to bring this to third class municipalities,” he said.

A recent study by Frost & Sullivan titled “Premise vs. Hosted Contact Center:Total Cost of Ownership Analysis” found that call centers can lower the cost of their contact handling and workforce optimization infrastructure by up to 43 percent over a five year period by using cloud-based offerings rather than installing equipment in their own facilities.

The study also found that the larger the call center is, the higher savings are with the hosted model. Over five ears, 100-seat centers averaged 23 percent savings, 250-seat centers averaged 34 percent savings, while 500 seat centers averaged 43 percent savings.

Frost & Sullivan’s new “Total Cost of Ownership” Study proves that there is a clear cost advantage of as much as 50% in selecting a cloud-based call center solution over a traditional, premise-based system. Download the Frost & Sullivan “Total Cost of Ownership” Study today.

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