A new business process outsourcing or “BPO” branch has opened in the Philippines offering collaboration technologies from Cisco.

 

The new center from Infosys BPO Ltd., a subsidiary of Infosys Technologies Ltd. (News - Alert) includes the so-called, “Unified Contact Center” solution from Cisco, to deliver intelligent call routing; call treatment; network-to-desktop computer telephony integration, also known as “CTI (News - Alert)” and multichannel contact management over an IP infrastructure.

According to Madhusudan Menon, center head, Infosys Philippines, "Through this project, Infosys BPO Philippines may emerge as one of the largest Cisco (News - Alert) Unified Contact Center implementations by the end of the year."

This new branch extends the global relationship between Infosys BPO and Cisco, which got its start in India in 2002 and now includes six geographic delivery centers throughout the world.

"Cisco's relationship with Infosys is strategic in nature and crosses various business organizations, providing tremendous synergies for both companies," said Mark Homan, Global Operations senior director at Cisco.

Technologies offered by Cisco that are being used in the project include a customer resource management application to facilitate customer order management, the Cisco Unified Communications (News - Alert) suite, including the Cisco Unified Contact Center and Cisco WebEx, Cisco Unified Intelligent Contact Management, Cisco Unified Web Interaction Manager, and a variety of workflow-processing tools, in addition to Cisco routing and switching products.

"The relationship between Infosys BPO and Cisco is good for the Philippines, as it brings world-class end-to-end order management and customer services to the country. It will also give a boost to the BPO industry here and enhance the country's reputation in this area," said Stephen Misa, country manager, Cisco Philippines.

Recently, the company announced the opening of its second delivery center in Hangzhou, China. The center is designed to accommodate 1,000 people and will help to complement the company’s current delivery center in the area, which became operational in 2006.

Cisco continues to have its eyes on the bigger and better prize, aiming to take on larger competitors in strength areas. The company is challenging Microsoft by launching WebEx to integrate its office software. This online meeting service will enable users to create and share files. Such capabilities can deliver added value to both clients and end customers.

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