PH enterprise telephony market on the rise as call center industry continues growth

(Manila, Philippines, November 20, 2012) —The Philippine enterprise telephony market is expected to emerge as the fastest growing in the Asia-Pacific region according to a recently released industry report, “Asia Pacific Enterprise Telephony Market Q2 2012 Tracker.” Estimated to be worth US$8 million, the Philippine market grew 7.2% in the second quarter of 2012 year-on-year and expanded 24% in the first half compared to a year earlier. The report was prepared by research consultancy firm Frost & Sullivan.

Despite the turbulent global economy leading to reduced telephony spend in general, the $497.9-million Asia-Pacific regional market is expected to grow by almost US$2 million by end of 2012, a modest but positive growth rate of 6.2% over the past year. Within the region, the Philippines is the fastest-growing market.

“Growth in telephony in the Philippines reflects the positive spending outlook and the overall thriving economy of the Philippines as well as the impact of the booming IT-BPO industry on telephony,” said Miguel Garcia, president and CEO of DTSI Group, who served as a resource person for the study.

Garcia said the boost the market received from the IT-BPO industry was particularly significant, especially the contact center sector. According to Business Processing Association of the Philippines (BPAP), the call center employee base is estimated to expand 15% to 567,000 in 2013 on the back of growth in key domestic verticals, including the banking, financial services, and insurance (BFSI), telecom, travel, and hospitality sectors. However, the industry still remains to be primarily fueled by the offshore outsourcing market as companies diversify their outsourcing strategy and growing concerns over the high attrition rates in India. Garcia sees continued growth in telephony and technology spend for the industry.

“Technology is a means to enhance competitiveness not just by increasing efficiency and productivity, but by creating new sources of revenue that drive value creation. Because the principal benefit of technology is the capability to deliver new, innovative services, we believe that we are on the cusp of a new era of technology innovation that includes traditional technologies such as telephony, but much, much more that is driven by cloud and other radically new approaches to leveraging technology,” said Garcia.

For example, Garcia anticipates significant shifts in the Philippines’ unified communications (UC) segment of the market. UC refers to integration of all forms of communication technology, both traditional and emerging. Growth for such things as real-time video conferencing and collaboration is slowing, but Philippines telcos foresee high adoption for instant messaging (IM) and presence solutions (status indicator of online availability of devices) among enterprises operating in the Philippines and government agencies. Government and the BFSI sector are seen to lead the adoption of UC solutions.

“As organizations grow, so does the need for streamlined and integrated resources and communications. UC solutions integrate various applications in one platform and enable real-time collaboration, leading to efficiency and cost-effectiveness,” Garcia said.

A member of NTT Communications, DTSI Group is a full-service provider of game-changing technology, advanced communication systems, and state-of-the-art facilities to global Fortune 1000 and mid-sized companies.

About DTSI Group
The DTSI Group is a trusted partner of Fortune 1000 firms, delivering innovative communications services, state-of-the-art business facilities, and game-changing technology solutions that create value for our customers. Our Group has evolved over 15 years to capitalize on fast-changing communications infrastructure, innovations in facilities design and construction, and emerging technologies that provide new ways to build relationships with suppliers and customers.