Infosys Opens First Philippine BPO Branch With Collaboration Platform From Cisco
MANILA, Philippines . – Infosys BPO Ltd., the business process outsourcing (BPO) subsidiary of Infosys Technologies Ltd., recently opened its first BPO branch in the Philippines. The center features collaboration technologies from Cisco, including Cisco® Unified Contact Center, which delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an Internet Protocol (IP) infrastructure. The center will support multiple clients in the technology industry.
Infosys’ Philippines branch extends the global relationship between the two companies, which began in India in 2002 and now includes six geographic delivery centers across the globe. “Cisco’s relationship with Infosys is strategic in nature and crosses various business organizations, providing tremendous synergies for both companies,” said Mark Homan, Global Operations senior director at Cisco.
“The entire IT infrastructure is built on a Cisco platform and we will continue to expand the center,” said Madhusudan Menon, center head, Infosys Philippines. “Through this project, Infosys BPO Philippines may emerge as one of the largest Cisco Unified Contact Center implementations by the end of the year.”
“The relationship between Infosys BPO and Cisco is good for the Philippines, as it brings world-class end-to-end order management and customer services to the country. It will also give a boost to the BPO industry here and enhance the country’s reputation in this area,” said Stephen Misa, country manager, Cisco Philippines.
Cisco technologies used in the project include specific customer resource management (CRM) applications for customer order management, the Cisco Unified Communications suite, including the Cisco Unified Contact Center and Cisco WebExTM, Cisco Unified Intelligent Contact Management, Cisco Unified Web Interaction Manager, and various workflow-processing tools, as well as Cisco routing and switching products.
Infosys BPO recently won the 2008 Six Sigma and Business Improvement Award for Organizational Business Improvement in Transactional Services at the Third Annual Global Lean, Six Sigma & Business Improvement Summit held in Orlando, Fla. This year, Infosys’s ranking rose from fifth to fourth in the FAO Enterprise Provider Bakers Dozen survey.
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