JEBSEN and Jessen, a systems integrator and business partner of communications network solutions provider Avaya, is in talks with Cebu Pacific (CEB) on the expansion of the budget airliner’s call-center operations.

Koh Mun Khay, Jebsen and Jessen Communications (Philippines) Inc. general manager, in an interview with BusinessMirror, said talks underway for the possible deployment of another Avaya call center solution to be installed by Jebsen and Jessen.

“We’re now discussing the deployment of an Interactive Voice Response System (IVRS), another Avaya solution, for the second phase of the expansion, and then quality-monitoring solutions for the third phase,” Khay said.

The first phase of the deployment of the Avaya solution, which consists of the Avaya call-center solution voice communications system with Automatic Call Distribution (ACD), Customer Interaction Suite, and Avaya IP softphones that use Voice over Internet Telephony (VoIP) was put in place since March of last year and involved 40 agents based in Manila.

CEB has around 100 seats in its Manila center and another 50 in Cebu. The next phase of the expansion would involve deployment agents based in Cebu.

“That is really our philosophy, to help companies enhance the way they do their business. We want to help them streamline everything, to make their operations much easier and cost-effective,” Khay explained.

Meanwhile, Candice Iyog, CEB vice president for marketing and product, said in a statement the company really needed a call-center system that would allow them not only to handle more calls but, “We needed a solution that would provide us with a more comprehensive reporting tool using the Call Management System, including voice logger or interactive voice-response services. We needed a new system that can integrate with our existing and future applications like passenger reservation system, refund system and Customer Relationship Management.”

For his part, Edgar Doctolero, Avaya Philippines country director, sees another bullish year for the business process outsourcing (BPO) sector, in light of Jebsen and Jessen’s business with CEB.

“The BPO sector will still be the biggest growth driver for Avaya’s business,” he said.

He added that the company will also continue to push for its three core businesses like Internet Protocol telephony, unified communications, and contact centers.

“The involvement of the three core businesses of Avaya will still be part of our big push for next year,” Doctolero said.

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