Telecom service provider, Philippine Long Distance Telephone Co. (PLDT), through its corporate enterprise arm PLDT Alpha Enterprise, launched the country’s first cloud-based contact center service that would benefit outsourcing operations and expanding the virtualizing communication operations of enterprises.
“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 Napoleon Na-zareno, president and chief executive officer of PLDT.
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, to provide a cost-effective solution for software licensing and managed information and communication technology (ICT) for contact center requirements.
The company said that application licensing charges are on a per-minute or per-use, per-application scheme, which reduces operational and ICT costs of businesses through the PLDT Cloud.
In the Philippines, the offshoring and outsourcing (O&O) industry through the ICT-business process outsourcing sector, has seen a significant increase through the years as reported by the In-formation Technology and Business Process Association of the Philippines (Ibpap).
Virtualized contact centers have seen a boom in the United States, 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 and 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.
Companies also benefit from virtualizing contact centers as it allows the rapid scaling of applica-tions 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,” said Juan Victor Hernandez, PLDT first vice president and head of PLDT Alpha Enterprise, on PLDT’s call center solution for cloud-based efficiency.
Rosalie C. Periabras