SINGAPORE, 6 OCTOBER 2008 -- A Philippines-based business process outsourcing (BPO) provider is set to launch a project to expand its contact centre capacity.
Under an agreement with Datacraft, IP Contact Center Outsourcing (IPCCO) will deploy new architecture and high-availability servers, as well as a sophisticated call centre management solution. The project will also involve provision of carrier-grade support services.
As a wholly owned subsidiary of IPVG Corp, IPCCO expects the project to quadruple its contact centre capacity within the next 12 months. Additionally, it will ensure quick resolution of any IT infrastructure issues, Datacraft said.
Expanding agent capacity
Specifically, IPCCO seeks to expand agent capacity from 250 to 1,000 seats within the expected timeframe without compromising agent performance and affecting customer service. Improving IPCCO’s core network is key to achieving this target, Datacraft said.
"As an outsourced contact centre service provider, IPCCO needs the flexibility and scalability to meet new and growing customer demands while ensuring customer satisfaction,” said Lim Puay Koon, regional director for Association of Southeast Asian Nations, Datacraft Asia.
The IT solutions provider has analysed IPCCO's requirements and future plans, to design, develop and deploy an IP architecture capable of meeting IPCCO's business needs. “The new architecture is expected to cut costs, raise operational efficiency and improve responsiveness to market changes,” Lim said.
In addition, IPCCO will deploy eight units of Cisco's advance 7800 series media convergence servers and an upgraded Cisco Unified Communications Manager system version.
Enhancing customer experience
Besides raising customer service agents’ efficiency and productivity, the project is also expected to increase revenues from upselling and cross-selling opportunities, said Mike Murphy, IPCCO’s chief operating officer.
"The new IP-based network will provide a platform for a new generation of customer-centric applications with highly flexible deployment models," Murphy said. “These will, in turn, allow IPCCO to provide personalised service through unique customer experiences.”
For one year, Datacraft will also provide IPCCO a collaborative service offering developed by the Datacraft-Cisco Global Services Alliance. Features under this offering include robust service level agreements, helpdesk support, and problem escalation to the Cisco Technical Assistance Centre, Datacraft said.
