Tag: the Philippines

Analytics Experts, Data Scientists in Demand | In the News

DEMAND for data scientists and analytics experts is on the rise as contact center companies embrace complex tasks.

In a press conference yesterday, Contact Center Association of the Philippines (CCAP) chairman Benedict Hernandez said the country has to play catch-up in terms of producing talents who are qualified to handle modern call center jobs as more industries cement their footing in the digital economy.

H. Karthik of the Everest Group said the supply-demand challenge is not peculiar to the Philippines as demands of customers globally are rapidly changing.

Karthik cited three trends happening in the global market—increased use of analytics, shift to higher-value jobs, and the rise of automated transactions.

Read more in SunStar

The Philippines Outsourcing Industry Braces For Artificial Intelligence | In the News

The outsourcing market in the Philippines, which has deposed India as the nation with the most call centers all over world, is anxious that the mounting of AI (artificial intelligence) will consume into the $23 Billion segment. AI-fueled translators might dilute the largest benefit the Philippines have, the broad employment of English, a market meeting was claimed last week. Other applications of AI might take over process-based jobs.

The Philippines, which was an American settlement in the H1 of the 20th century, overhauled India with the biggest number of voice-driven BPO services in 2011 all over the world. “There are definitely factors to be worried since the technology might be capable of replacing some of what could take place in voice,” managing partner for research at Everest Group, Eric Simonson, claimed to the media in an interview. Everest Group is a research and management consulting company.

Read more in World Herald 24

Philippine Outsourcing Industry Braces for Artificial Intelligence | In the News

The outsourcing industry in the Philippines, which has dethroned India as the country with the most call centers in the world, is worried that the rise of artificial intelligence (AI) will eat into the $23 billion sector.

AI-powered translators could dilute the biggest advantage the Philippines has, which is the wide use of English, an industry meeting was told this week. Other AI applications could take over process-driven jobs.

“There’s definitely reasons to be concerned, because technology may be able to replace some of what could happen in voice,” Eric Simonson, managing partner of research at Everest Group, a management consulting and research firm, told Reuters.

Read more in Voice of America

BPM companies told English fluency ‘won’t make the cut anymore’ | In the News

The Philippines is putting a brave face in the fight to preserve its place among the world’s top outsourcing destinations, as it looks at an uncertain future due to automation and artificial intelligence (AI).

The International IT and Business Process Management (IT-BPM) Summit in Makati City on Tuesday marked the launch of a new country brand and narrative — The Philippines:Innovative Human+Tech — that will showcase the synergy between world-class Filipino talent and technology breathing life into augmented intelligence.

The IBPAP has formed a “Skills of the Future Task Force” — a high impact program in partnership with the academe that will identify the jobs of the future, demystify the career path in the industry, implement company-specific and industry-wide efforts to up-skill the work force and prepare graduates for the jobs of the future.

While some jobs may become obsolete and the remaining work will require higher order skills, Eric Simonson, managing partner of research at consulting firm Everest Group, said AI will also create new jobs and value chains due to changes in cost structures, speed, quality and flexibility.

 

Rise of the machines: Philippine outsourcing industry braces for AI | In the News

The outsourcing industry in the Philippines, which has dethroned India as the country with the most call centers in the world, is worried that the rise of artificial intelligence (AI) will eat into the $23 billion sector.

AI-powered translators could dilute the biggest advantage the Philippines has, the wide use of English, an industry meeting was told this week. Other AI applications could take over process-driven jobs.

“There’s definitely reasons to be concerned because technology may be able to replace some of what could happen in voice,” Eric Simonson, managing partner of research at Everest Group, a management consulting and research firm, told Reuters.

Read more in Reuters

BPO firms remain unfazed by rise of smart machines | In the News

The Contact Center Association of the Philippines (CCAP) expressed that the country’s information technology-business-process management (IT-BPM) industry can handle the challenges of robotics, artificial intelligence and other related technologies.

“You can view the emergence of digital technologies as either a threat, particularly on job creation, or an opportunity,” CCAP Chairman Benedict Hernandez said in a news briefing in Makati City last week. “Our industry certainly sees the upside opportunities in investing in digital technologies to drive enhanced experiences of our clients and customers. In fact, digital capabilities in analytics, robotics, artificial intelligence have opened new opportunities for us to impact CX [customer experience].”

Jojo Uligan, president of the CCAP, emphasized there is a big need for Filipino workers to acquire new skill sets, such as technology proficiency, deep industry or domain expertise, problem-solving and analytical skills.

Hernandez and Uligan spoke to promote a forum on CX sponsored by CCAP and Dallas, Texas-based Everest Group. The latter, a consulting and research firm, will present a white paper, titled “Philippines at the Helm of Delivering Customer Experience of the Future”, during the forum.

Read more in Business Mirror

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