The Philippines will become a leader in personalized process optimization (PPO), the next wave in the business process outsourcing (BPO) industry, according to cloud-based and on-premises software provider Genesys.
Tony Bates, CEO at Genesys, said the company has been investing heavily in its Philippines operations since it opened in the country in 2016 to make it become more globally competitive by offering customer experience capabilities at par with global standards. He noted that the transformation of the Philippines from knowledge process outsourcing (KPO) to PPO, which he said is the key driver of the country’s BPO industry, will be a chance to increase efficiency and not lose jobs.
Bates explained that Genesys’ customers in the Asia-Pacific region are looking for cloud solutions and highly personalized interactions supported by AI, and that the company is well-positioned to take advantage of this opportunity. He added that Genesys plans to continue to expand its ecosystem with complementary partners that can boost its footprint in Asia and globally.