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CCAP hosts international contact center event in Cebu

ICCCE 2013 to showcase voice sector trends, issues

(Manila, Philippines, August 7, 2013) — The Contact Center Association of the Philippines (CCAP) is organizing the 9th annual International Contact Center Conference and Expo (ICCCE) in Cebu. Featuring the theme, “Where the World Meets the Philippines,” ICCCE is the premier learning and networking event for local and international players in the voice industry.

One of the world’s largest and most respected industry events, the three-day conference brings together companies, voice-based vendors, stakeholders, policymakers, and service and training partners at the Shangri-La’s Mactan Resort & Spa and Radisson Blu Hotels & Resorts to discuss industry issues, training and development programs for contact center professionals, innovation, and best practices. An exhibit of the latest products and solutions for voice-based services also awaits attendees and delegates from all over the world.

“ICCCE will serve as a venue where the industry could focus on various concerns; support, optimize, and learn from each other; and ultimately show the stakeholders that the contact center is a booming industry ran by people who are doing very well and are serious about it,” says Raffy David, CCAP director and chair of the ICCCE 2013. “It will continue to be a convergence of industry players to showcase their uniqueness and best and latest offerings to the world. This year, CCAP is bringing the Philippines closer to the rest of the world through this premier conference.”

CCAP president Benedict Hernandez will present the State of the Industry Report and provide updates on industry revenues, employment, growth rates, market position, and cutting-edge technologies. Hernandez will also tackle measures undertaken by the industry to support and protect the health and welfare of its 497,000 highly trained, highly competent contact center professionals.

In 2010, the Philippines overtook India as the leading destination for voice services. By end-2012, employment in the voice sector grew by 19 percent, adding 81,000 net new jobs for the Filipino workforce. Revenues grew at a healthy clip of 18 percent, earning US$8.7 billion in revenues. The Philippine contact center sector is still the largest in the world, making it the destination of choice for customer relations management.

According to David, most of the organization’s research data on technology and best practices, which were referenced from renowned research firms such as Gartner and Everest Group, were actually already being implemented in local contact center firms. CCAP invests in research to support the delivery of high-quality voice services, the result of which will be presented during the ICCCE 2013.

“We are recognizing members that are implementing groundbreaking innovations and strategies. They are, in fact, way ahead their international counterparts,” says Cesar Tolentino, CCAP research manager.

Distinguished speakers and panelists will lead discussions on the global and local economic outlook, public-private partnerships, opportunities and challenges, talent development, legislative and regulatory issues, trends and new markets, and technological innovation. They include Rainerio “Bong” Borja, president of EGS; Commissioner Monchito Ibrahim, Deputy Executive Director of the DOST-Information and Communications Technology Office; Francis Kong, president of Business Matters; Dr. Donald Lim, managing director of MRM Worldwide; Danilo Reyes, country manager of Genpact Services LLC and IBPAP chairman; Tj Singh, research vice president of Gartner; Viral Thakker, head of Shared Services and Outsourcing of KPMG India; Jojo Uligan, CCAP executive director; Dr. Bernardo Villegas, professor at the University of Asia and the Pacific; and Jeff Williams, AVP of Global Clinical Services, Operations of MediCall Philippines, Inc., a Cognizant Company, among many others.

“ICCCE 2013 is a learning event and industry players will get to pick up insights from other players,” says David. “With the event being held in Cebu, delegates and guests can look at the Philippines as not only a location to establish their business, but also a place where they can offer life-work balance to their hard-working workforce.”

About the Contact Center Association of the Philippines (CCAP)
The Contact Center Association of the Philippines (CCAP) is the official organization of contact centers in the Philippines. Its mission is to promote the Philippines as the country of choice for contact center services, develop professional standards and practices, organize learning and networking events, and work with various stakeholders to further the industry’s contribution to the national economy and strengthen its market position worldwide.

About the Information Technology and Business Process Association of the Philippines (IBPAP)
The Information Technology and Business Process Association of the Philippines (IBPAP) is the enabling association for the information technology and business process management (IT-BPM) industry in the Philippines. IBPAP serves as the one-stop information and advocacy gateway for the industry. With approximately 300 industry and support-industry members, including five associations—the Animation Council of the Philippines, Inc., Contact Center Association of the Philippines, Game Developers Association of the Philippines, Healthcare Information Management Outsourcing Association of the Philippines, and Philippine Software Industry Association—IBPAP plays a pivotal role in sustaining rapid growth of the IT-BPM industry by working to ensure an enduring supply of high-quality labor, supporting service innovation, and providing country visibility.

IBPAP assists investors in setting up operations easily and quickly in the Philippines. Relevant research, introductions to key government and industry officials, and a series of briefings at each step of the investment process ensure a seamless development process. Ongoing support is provided through a wide variety of initiatives, including programs for HR development, business development, knowledge sharing, and networking opportunities.