Call Center Boom Helps Improve IT and Telecom Products
The phenomenal growth of the call center industry is forcing IT vendors and telecommunications firms to improve their products and services, company executives have said.
Luichi Robles, Philippine country manager for networking firm Cisco, said call centers now account for nearly 30 percent of the company’s local revenues, from just five percent as early as five years ago.
Aside from routers and switches, Robles said Cisco is positioning its unified communications technology and Telepresence, a videoconferencing solution, for the call center market.
“Telepresence is our response to the current green issue, especially in the contact center industry that involves executives frequently flying in and out of the country,” he said.
When asked how Cisco was keeping up with industry growth, Robles said the company has had to continuously expand its support capabilities in markets outside of Metro Manila.
For telecom companies, meanwhile, industry expansion nationwide is forcing players like PLDT and Bayan (formerly Bayantel) to invest further in network resources.
PLDT is allotting P25 billion in capital expenditure this year for improving network capacity to several countries such as Australia, which is being eyed as a potential market for Philippine call center operators. Continue reading at Inquirer Tech
