SALT LAKE CITY (Sep 13, 2011) -- inContact (NASDAQ: SAAS), the leading provider of on-demand contact center software and contact center agent optimization tools, announced today 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, inContact CEO. "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."
inContact (NASDAQ: SAAS) helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company's services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.
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