For the first half of this year (1H13), the contact center space in the Asia-Pacific region posted a factory revenue of $10.1 million, which is 10 percent higher than the same period last year.
In the 1H13 Asia-Pacific Collaboration and Video report created by the International Data Corporation (IDC), the contact center market was identified as the second largest in the unified communication and collaboration (UC&C) space, and even posted the highest total revenues with 28.8 percent of the segment.
Telephony took the top spot with 41 percent, and is said to be incorporating apps (22.7 percent) and videoconferencing (7.6 percent) solutions.
The Philippines retains its streak in investments, even after the mid-term elections last May. It has become an ideal outsourcing hub for many UC&C vendors because of the local outsourcing industryís robust growth driven by the extensive and skilled talent pool, flexible human resources, development of business and economic zones, updated telecommunications infrastructure, and tax breaks for investors.
However, IDC noted that amid the rise in higher-value knowledge process outsourcing services (KPO) in the country, voice processes will still dominate the local outsourcing industry.