Cebu to host major contact center event focusing on AI
CEBU, PHILIPPINES — The Contact Center Association of the Philippines (CCAP) is gearing up to host its 18th Contact Island Conference, scheduled for July 24 to 26, 2024, in Cebu City, Philippines.
The event, set to take place at the Fili Hotel Nustar, will concentrate on the transformative impact of artificial intelligence (AI) on the contact center and business process sector.
Exploring AI’s role in industry transformation
The conference aims to explore AI’s extensive capabilities within the industry, addressing both its opportunities and challenges.
CCAP, which represents 145 member organizations, will lead discussions on AI’s influence on local call center operations amidst a rapidly changing global economic and geopolitical landscape.
CCAP President Mickey Ocampo emphasized AI’s positive impact, stating, “We firmly assert that AI will continue to help make our industry more resilient and generate more revenue, contradicting the fears of some concerned parties.”
He highlighted the prevalent use of AI in everyday technologies, such as chatbots and mobile applications, which he believes will further strengthen the industry.
Setting the stage for future growth
The Contact Island Conference is designed as a premier platform for showcasing innovations, highlighting best practices, and fostering dialogue among industry leaders.
The event will play a crucial role in advancing the IT-BPM (Information Technology-Business Process Management) industry’s roadmap towards its 2028 revenue target of $59 billion, with the contact center sector expected to contribute approximately $49 billion.
Addressing the workforce dynamics
The conference will also address concerns regarding AI’s impact on employment. Recent calls from legislators for regulation reflect fears of job displacement due to AI integration. However, Ocampo reassured that AI would not only preserve but create jobs by enhancing productivity and allowing agents to focus on complex transactions.
He noted, “Just like how we overcame data privacy challenges years ago, CCAP member companies are continuously re-skilling and upskilling our agents.”
A look at industry growth
The contact center sector in the Philippines has shown significant growth, with a 9.4% increase in employment year-on-year in 2023, surpassing the overall IT-BPM industry growth.
Approximately 1.51 million contact center agents were employed in 2023, representing 89% of the total IT-BPM employment.
CCAP Managing Director Rosario Cajucom Bradbury shared that they plan to shift at least 40% of the country’s call center workforce to rural areas by 2028.
As the 18th Contact Island Conference approaches, CCAP remains committed to demonstrating that AI can bring substantial benefits and opportunities to the industry, reinforcing its positive impact on both firms and the broader IT-BPM sector.
