Voice-based BPO here to stay, says US exec

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[/caption] This is according to Daniel Ziv, vice president at US-based Verint Systems, who said that a voice call is ?worth a thousand words? and much more effective as compared to other forms of communication. ?So, voice call center agents would still have jobs,? said Ziv during a presentation at the Asia Pacific Contact Centre Association Leaders (Apccal) conference held recently at the Marriott Hotel in Pasay City. The Apccal is an organization of top decision-makers in the contact center industry across the Asia Pacific region. It’s local affiliate, the Contact Center Association of the Philippines (CCAP), played host this year. The American executive pointed out that the proliferation of mobile phones has made voice calls easily accessible to customers. ?Technology is also catching up with volume,? he said, noting that call centers have employed various solutions to cope with rising number of calls. Ziv, however, said that the call center industry must deploy analytics solutions to extract vital information with regard to trends and customer needs. ?If we can mine voice data, we can anticipate what can happen,? he said.]]>

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