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MANILA, Philippines, October 23, 2013 – Leading telecoms service provider PLDT, through its corporate enterprise arm PLDT ALPHA Enterprise, recently launched the country’s first cloud-based contact center service that would benefit outsourcing operations and expanding enterprises in virtualizing communication operations.
In an effort to provide a cost-effective solution for software licensing and managed ICT for contact center requirements, PLDT ALPHA Enterprise launched the PLDT Cloud CCaaS (Contact Center as a Service) - the first local cloud-based Contact Center service which enables enterprises to easily manage application and software consumption. Application licensing charges are on a per-minute or per-use, per-application scheme reducing operational and IT costs of businesses through the PLDT Cloud.
“PLDT has always been at the forefront of introducing global innovations in the country with our continuous infrastructure and core systems investments ensuring our subscribers the benefits and services of a ‘future-proof’ network,” said PLDT President and CEO Napoleon L. Nazareno.
Housed in PLDT’s network of world-class data centers VITRO, PLDT Cloud CCaaS provides enterprises’ contact center operations with vital applications including conversational and PCI-compliant interactive voice response (IVR), Automatic Call Distribution (ACD) and Reporting and Call recording. Also available are Remote office, agent performance, and Professional services for a seamless integration of back-office applications from multiple platforms.
In the Philippines, the Offshoring & Outsourcing (O&O) industry through the IT-BPO sector has seen a significant increase through the years as reported by the IT & Business Process Association of the Philippines (IBPAP). In 2012, the BPO industry grew by 22% from the previous year contributing almost 20% of the total employment rate in 2012. The local BPO industry is projected to grow by 49% in 2016 with revenues expecting to reach $16 billion by end-2013.
Virtualized contact centers have seen a boom in the US, prompting enterprises, particularly small seat deployment companies to rely on the Cloud in their operations. According to a study by leading market research firm Frost & Sullivan, contact centers in the US have pointed cost reduction as the top challenge in contact center initiatives prompting companies to rely on low upfront investment hosted contact centers.
“PLDT Cloud CCaaS is a highly flexible solution that easily evolves to match the changing contact center needs of enterprises, and seamlessly fit into existing infrastructures,” said PLDT EVP and EICB Head Ernesto R. Alberto.“
It exemplifies the kind of cutting-edge ICT solutions that PLDT is rolling out. We are anticipating what our clients will need – not just merely meeting their requests, but thinking ahead and exceeding these,”
Companies also benefit from virtualizing contact centers as it allows the rapid scaling of applications and softwares based on the demands of their business due to seasonal rise and fall in call volume and usage. This allows organizations to purchase new technology on-demand without the need for costly operational expenditures.
“With the PLDT Cloud, organizations avoid the long, painful steps of infrastructure purchasing and installation. PLDT’s cloud-based Contact-Center-as-a-Service introduces a revolutionary solution for BPOs in terms of needed flexibility and scalable performance,” adds PLDT FVP and Head of PLDT ALPHA Enterprise Juan Victor I. Hernandez on PLDT’s call center solution for cloud-based efficiency.
Industries that are heavy on their contact center operations are ensured of the security and reliability of PLDT’s fortified network housed in PLDT VITRO data centers.
PLDT leads the country among telco providers with more than 71,000 kilometers of fiber optic network and four landing stations strategically located in the archipelago. It also operates three VITRO Data Centers in the country, including the country’s first ISO 22301:2012 Business Continuity Management System certification from Société Générale de Surveillance (SGS) ensuring customers of world-class business continuity.
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