Avaya sees growth in BPO, hospitality, banking markets
International business communications technology firm Avaya remains bullish on the Philippine growth story, especially on three sectors where companies are required to interact closely with their customers—a key strength of the US-based firm whose most visible products are office telephone systems.
In an interview, Avaya Philippines country director Edgardo Doctolero said his team was particularly optimistic about the continued growth of the business process outsourcing (BPO) industry, one of the biggest sources of dollar revenues for the Philippines.
“The obvious number one is the BPO and contact center industry,” he said. “That is where our strength lies and we continue to grow in that space.”
Doctolero added that Avaya was also growing rapidly in the hospitality industry where more hotels were adopting the company’s telecommunications system to improve their customer experience.
These include hotels that use touchscreen Avaya phones to raise hotel revenues by making it easier for guests to use hotel services or order in-room meals, for example.
“The third growth we’re seeing is in the financial services industry,” Doctolero said. “We have 60-percent market share in this area and what we’re seeing is that financial firms are innovating for growth. They’re looking for ways to improve customer experience, so they have to digitally transform.”
The Avaya country head said the prospects for the country’s business environment remained bright, especially with the current government promising to focus on improving the Philippines’ antiquated infrastructure—a policy that could spur investment and private consumption.
Recently, Avaya hosted current and potential clients in a forum to showcase its latest innovations. At this event, the firm’s vice president for hospitality and digital transformation Frederick Sabty urged Philippine companies to “take the initiative in transforming their customer engagement strategies or risk being left behind in today disruptive digital landscape.”
