Rebound in IT-BPM in 2019 seen

Published July 8, 2019, 12:00 AM

by manilabulletin_admin

By Bernie Cahiles-Magkilat

After a dip in growth last year, the IT-business process management (IT-BPM) industry has shown some signs of a rebound.

Globally, Everest Group forecasts a 4 percent growth in 2019 saying the industry has now stabilized and is showing an uptick. In the Philippines, the growth is manifested in terms of take up of real estate for IT-BPO spaces, which have resurged to 126,000 square meters from January to April or back to its historical high levels.

Jojo Uligan, president of the Contact Center Association of the Philippines (CCAP), said at the press launch for the 3rd Contact Islands, an annual conference to be on July 24-25 in Cebu.

“We are always the number one consumer of real estate so it’s a good lead indicator.

If our members and investors are buying real estate that means they want to create more jobs.

That’s an indicator that contact association survey and result are still ongoing,” he said.

He noted that the shift to digital and the uptick in the global market unlocks new opportunities for contact centers in the Philippines. About 250 C-level and senior level executives from the IT-BPM industry are expected to attend in this conference.

Uligan said they are going to come up with validated data during the Contact Islands conference.

“The shift to digital means new, higher value, higher margin opportunities for contact centers in the Philippines,” said Uligan.

“As the global market leader in contact center services over the past decade, the industry stands to benefit from the shift away from classic delivery models to digitally-enabled service delivery designed to disrupt and transform customer experience or CX,” he said.“

 
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