(1888PressRelease)
November 14, 2008 - Datacraft, the region's leading independent IT solutions and services company, has won a deal to help one of the Philippines fastest growing business process outsourcing providers, IP Contact Center Outsourcing, Inc. (IPCCO), quadruple its capacity within the next 12 months.
The project includes designing a new architecture, implementing high-availability servers and a sophisticated call centre management solution, and providing carrier-grade support services in the form of Datacraft's Uptime maintenance service to ensure rapid response to and quick resolution of any IT infrastructure issues.
IPCCO began its operations in July 2006 and has already won a number of prestigious outsourcing contracts from Fortune Global 200 and NASDAQ-listed companies. It is the local partner of one of the largest ICT providers in Asia, PCCW Teleservices. As one of the fastest-growing contact centres in the country, it identified that the key enabling factor in expanding its business is to ramp up its agent capacity. With the goal of increasing this capacity from 250 to 1,000 seats in less than a year, without compromising agent performance and affecting customer service, IPCCO recognised its needs to boost its core network.
"As an outsourced contact centre service provider, IPCCO needs the flexibility and scalability to meet new and growing customer demands while ensuring customer satisfaction. To meet their business objectives, Datacraft worked closely with IPCCO on the development of a new architecture that would enable a contact centre outsourcing model which could reduce costs, enhance operational efficiency and improve responsiveness to marketplace changes,” said Lim Puay Koon, Regional Director for ASEAN, Datacraft Asia.
In undertaking this project, Datacraft analysed IPCCO's requirements and future plans, so that it could design, develop and implement an IP architecture which is capable of meeting the client’s business needs.
The new solution is based on the best-in-class Cisco Unified Contact Centre Enterprise for network-to-desktop computer telephony integration and multi-channel contact management over an IP infrastructure. This solution includes implementing eight units of Cisco's advance 7800 Series media convergence servers and upgrading its Cisco Unified Communications Manager (CCM 3.3 to 4.2) and Unified Contact Center Enterprise to deliver advanced presence-based communication applications to IPCCO’s clients and employees.
Mike Murphy, Chief Operating Officer of IPCCO, expects to achieve a number of significant benefits from the deployment. These range from making customer service agents more efficient and productive to increasing revenues through upsell and cross-sell opportunities while reducing cost per seat.
"Fundamentally, Datacraft is building IPCCO a highly reliable, scalable and future-proofed contact centre. But there's much more to it than efficiency and room for expansion. This new architecture will enable IPCCO to deliver powerful self-service solutions that will enhance our customers' experience," said Mike Murphy.
"The new IP-based network will provide a platform for a new generation of customer-centric applications with highly flexible deployment models. These will, in turn, allow IPCCO to provide personalised service through unique customer experiences – a key differentiator in an increasingly competitive market," he said.
Datacraft will also provide IPCCO with Uptime powered by Cisco Services – a collaborative service offering developed by the Datacraft-Cisco Global Services Alliance. IPCCO has signed up an one-year contract for this service, which will see it benefit from Datacraft's enhanced service offerings including robust service level agreements (SLAs), helpdesk support, as well as problem escalation to the Cisco Technical Assistance Centre.
“Datacraft has an enviable reputation in the Business Process Outsourcing industry, with many contact centres in Asia relying on Datacraft to design, build and support their integrated communications solutions. Our proven expertise and intimate understanding of the business has enabled us to address IPCCO's business needs,” concluded Lim.
About IPCCO
IPCCO is a wholly owned subsidiary of IPVG Corp. (PSE: IP) and is focused on the BPO industry providing English voice content, customer support, technical support, telemarketing, and other services for domestic and multinational companies. IPCCO is the local partner of PCCW Teleservices, the largest call centre operator in Greater China and one of Asia's leading players in the ICT industry, to provide English-speaking agents to PCCW’s customers in Asia, North America and Europe. This partnership makes IPCCO the first PCCW-branded and certified call centre in the Philippines.
About Datacraft
Datacraft is the leading independent IT services and solutions company in Asia Pacific. The company helps clients plan, build, support and manage their IT infrastructures. Datacraft combines an expertise in network integration, security, Microsoft solutions, data centre storage and contact centre technologies, with advanced skills in consulting, training and managed services, to craft IT solutions for businesses.
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The directors of Datacraft (including any director who may have delegated detailed supervision of this Announcement) have taken all reasonable care to ensure that the facts stated and opinions expressed in this Announcement are fair and accurate and that no material facts have been omitted from this Announcement, and they jointly and severally accept responsibility accordingly. Where any information has been extracted from published or publicly available sources, the sole responsibility of the directors of Datacraft has been to ensure through reasonable enquiries that such information is accurately extracted from such sources or, as the case may be, reflected or reproduced in this Announcement.
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