Genesys, an omnichannel customer experience and contact center solutions provider, announced a commitment to invest between PhP6-billion to PhP10-billion in the Philippines over the next five years.
This commitment will focus on a mixture of investments for Genesys people, talents and the transition from business process optimization (BPO) to KPO or knowledge process optimization to help stimulate this market, and to add more value like application development, tools, and so on, according to Tony Bates, chief executive officer at Genesys.
Bates notes that the Philippines is a very important market. This has been one of the largest concentrations of BPO services in the world with 800,000 to one million agents. He also said that there has been a shift – it’s not just anymore about low-cost agents, it really moved to KPO where you can match knowledge workers to new skills in the healthcare industry.
Bates also disclosed that he plans to double the size of its footprint in the Philippines at business level over the next three years, and making the Manila office to become Genesys largest office within two years.
Genesys offers a cloud-based platform which combines the best of artificial intelligence (AI) and human ingenuity that enables organizations to fully monitor omnichannel journeys or interactions that are personalized for every customer.
As customers today are receiving lots and lots of brand messages from digital channels all the time, organizations must be able to share context to all channels using Genesys platform so customers not only get omnichannel context but also the right context through different channels.
“It’s not just about omnichannel, it’s about actually understanding the right context to engage in them through different channels so we really think the future of technology is really about wide range of channels that you can interact with in the website, ecommerce, to the email system to the payment system to different social media channels,” said Bates.
Bates notes the industry where they belong is mission critical so they innovate heavily. “We realize that we have put in lots of investment in infrastructure. We have great tools. We have to accelerate. What we can do is to deliver this innovation not only in the cloud but as a service to the customers so they can take advantage of this as well.”
Bates also said they protect information about their customers. “We take privacy very seriously. We don’t share any private information. What we have focused on is we have a team to fully focus on this.”