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How XaaS models are propelling Philippines contact center solutions

The Philippines is now the world leader in contact center outsourcing services and XaaS is the main factor driving this success. XaaS model brings a new flexible and scalable IT model that changes the way contact centers function. In this article, we’ll explore how XaaS is propelling the Philippines contact center solutions to the top of the market.

Outsourcing Call Center Solutions to the Philippines has widely grown as a great way for business-to-consumer interaction among companies in recent years. Based on the statistics shown by Forbes, the Philippines is the primary location of dedicated offshore sites in the top 3 centers worldwide. The reason for this could be attributed to several factors, such as excellent and reliable English-speaking agents, affordable service costs, and government support for the industry.

XaaS models: A game changer for contact centers

The contact center industry is changing and leading the way in customer service thanks to the Anything- or Everything-as-a-Service (XaaS) revolution. By eliminating upfront costs in hardware and software, XaaS fosters significant savings. Gartner predicts over 50% of contact center solutions will be cloud-based by 2025. This shift is particularly exciting for the Philippines, a powerhouse in the BPO industry. With customer service excellence projected to reach $26.3 billion by 2024, leading the Philippines call centers are strategically leveraging XaaS.

XaaS offers a treasure trove of benefits. It eliminates hefty upfront investments, allowing access to a vast array of services through a subscription model. This fosters agility for the Philippines contact centers, enabling them to seamlessly scale operations as needed. The true power lies in partnerships with leading technology providers. Tech giants like AWS, Google Cloud, and Microsoft Azure collaborate with innovative specialists like Ivanti and Moveworks. This unlocks expertise across cloud management, automation, and AI-powered solutions.

XaaS empowers contact centers with a comprehensive suite of services. Cloud management platforms ensure optimal performance and cost-efficiency, while AI-powered AIOps automate tasks and proactively identify issues. Cloud-based CRM tools help to improve customer communication by creating access to data and analytics. Digital engineering takes care of routine management and RPA automatically executes repeated tasks allowing the agents to do more complicated conversations. The data protection is carried out by strong security features, and the multi-cloud storage is designed as a scalable infrastructure for allowing accessibility and recovery during disasters. Overall, XaaS is propelling the Philippines contact center solutions to new heights, solidifying their position as global leaders in customer service excellence.

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Leverage XaaS solutions to transform your Philippines contact center! Partner with a CXM expert, like Movate, to unlock the power of CCaaS and CXaaS. Streamline operations, elevate the customer experience, and dominate the global BPO market.  Contact us today to discuss your XaaS options!

Movate XaaS models propel Philippines contact center solutions

Popular XaaS models for the Philippines contact centers

As per a recent forecast, the Phillippines XaaS market is expected to increase at a compound annual growth rate (CAGR) of 26.68% for the years 2022 to 2027. Popular XaaS models in the Philippines include:

  • Software as a service (SaaS): This model provides on-demand access to contact center software solutions, including customer relationship management (CRM) platforms, ticketing systems, and live chat functionalities.
  • Communication as a service (CaaS): CaaS solutions deliver unified communication features like voice calls, video conferencing, and instant messaging over the cloud. This enables seamless collaboration within the contact center solutions and enhances customer interactions.
  • Contact center as a service (CCaaS): CCaaS offers a comprehensive suite of contact center tools and functionalities as a fully managed service. From call routing to agent performance management, CCaaS streamlines all aspects of customer service delivery.

Empowering contact centers with next-gen CXaaS

The Philippines is well-positioned to be the pioneer of the XaaS or services of everything (XaaS), in customer service. The Philippines’ service organizations are known for their outstanding delivery focus, and this is reflected in their strong alignment of CXaaS and contact center AI solutions. As per Gartner‘s estimates, the annual global CCaaS market will be around $18.6 billion by 2027, and the Philippines, with its strong IT infrastructure, highly trained staff, and growing internet user base, is especially convenient for scaling businesses. These XaaS offerings will position the country favorably, establishing it as a frontrunner in the global customer experience landscape.

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