Alcatel launches new software

With the projected continued growth of the call center industry, Alcatel Enterprise Solutions has chosen the Philippines as one of 25 countries to launch its Omnitouch Contact Center Premium Edition software.

In a press conference, Alcatel officials led by Philippine country manager Goulds Castillo and Xavier Martin, Enterprise Solutions marketing director, noted the strong growth of the local call center industry.

For the year 2003 to 2004, Gould cited, the local call center industry posted a significant 80 percent growth.

However, in the next few years, as the call center industry base increases worldwide, the growth of the industry is expected to slow down to 50 percent.

But by the year 2010, Castillo said, industry analyst projects the worldwide growth to taper off at a still healthy 15 percent to 20 percent.

According to Castillo, the Philippine call center industry has been moving up the value ladder from servicing low-end automated call distribution (ACD) segment to the higher-end enterprise call centers.

Thus, with the projected continued 50 percent growth of the call center industry, Alcatel is offering its Omnitouch software which would provide call center providers with a multi-media software that is simple and optimizes contact center operations.

Omnitouch, according to Xavier Martin, provides a set of advanced features that include an embedded solution for call qualification, management of real-time business conditions, and innovative collaboration capabilities that link agents, experts and customers.

The new Alcatel software would also target the mid-market where local entrepreneurs are beginning to invest in.

Alcatel, Castillo said, is already in the top three as a software providers in the Philippines.

It, however, hopes to improve its position even more with its latest software.