Globe launches HCC Solution for enterprises

MANILA, Philippines - Globe has launched its new Hosted Contact Center (HCC) Solution that would enable enterprises to communicate more effectively with their customers and meet their demands for high service levels.

Offered through Globe’s corporate arm Globe Business, Globe HCC Solution provides enterprises an end-to-end solution that offers the full features of contact center applications, with high capacity platform and highly secure infrastructure, but no capital expenditure required.

It is a pre-integrated, multi-channel contact center platform that takes communication from any type of media, whether phone, e-mail, Web chat or voice mail, and routes them anywhere, either to the headquarters or a branch.

“Enterprises in the Philippines are actively looking for ways to engage their customers better to gain competitive edge. They see the need to upgrade their ability to handle customer inquiries to achieve this,” said Gil Ge-nio, head of Globe Business.

“Globe’s HCC Solution can help them get that competitive advantage by quickly enabling their infrastructure to handle calls, without the pain and headache of having to find, implement, spend or maintain what is essentially a telecommunications and network infrastructure,” he added.

Globe Business has partnered with Oracle to bring the Globe HCC Solution to enterprises.

The Globe HCC Solution utilizes the Oracle Hosted Contact Center Anywhere application and is supported by Oracle’s business partner Mannasoft.

“As a network-based service, the HCC allows a service provider such as Globe to own and operate a contact center technology platform and lease its services and features to business clients,” said James Owens, Oracle’s general manager for Contact Center Anywhere specialist sales.

“Oracle is proud to establish this partnership with Globe Business and deliver the benefits of HCC to enterprises across industries, from large corporations to small and medium enterprises. Operating a modern contact center does not need to be challenging as they can now get it from their preferred telco services provider,” Owens added.

“By launching the Hosted Contact Center Solution, Globe allows a business to focus on serving its customers and generating revenues and leave the call center integration and management to us,” said Jesus Romero, head of enterprise segments at Globe Business.

“This is a compelling new alternative to address the market demand for outsourcing the technology but keeping the agents in-house and empowering them with world-class customer service technology that would meet their customers’ expectations,” Romero added.

Majority of the contact centers today are premises-based, which require building one’s own infrastructure by having PBX equipment, contact center applications, servers, E1 leased lines and IP connectivity, location to house the agents and equipment, desktops, headsets, IP phones and Local Area Network (LAN).

With the Globe HCC Solution, all an enterprise needs to prepare is the location where its very own agents will be housed, the desktops of its agents, supervisors and quality assurance officers, and the LAN.

Globe Business will provide the rest, namely the contact center applications, telecom network infrastructure, peripherals such as SIP telephone set and headset, and support services.

The Globe HCC Solution enables enterprises to experience low upfront investment, subscription pricing, minimal IT resource requirements and robust features while they get their very own contact center that would deliver the customer satisfaction they need to give their business the competitive advantage.

It gives enterprises access to the latest technology without having to build and integrate extensive systems, reduces complexity and technical problems as they don’t need to hire people to implement and maintain the system, and allows cost predictability, scalability and consistency as it is applicable to companies of all sizes no matter how large or small the need is.

The Globe HCC Solution features include complete administrative control of the contact center, multi-channel customer interaction, Web-based interface, browser-based multimedia interaction, multi-channel automatic call distribution, interactive voice response call routing, voice calls, e-mail, voice mail, voice callback, Web chat, Web callback, predictive dialing, preview dialing, unified messaging, quality voice monitoring and recording, agent interaction, supervisor interaction, and integrated reporting.

Globe Business offers wireless and wireline data and voice solutions relevant to the needs of various Philippine and foreign small, medium and large enterprises from diverse industries, including the top corporations in the Philippines.