MANILA, Philippines — An American expert in international outsourcing will discuss the latest technology in contact center operations that can help companies reduce costs by 40 percent, during the Annual Call Center Conference & Expo 2011 to be organized by the Contact Center Association of the Philippines (CCAP) at the SMX Convention Center in Pasay City on August 3.

This year's Annual Call Center Conference, supported by inContact, the world's largest cloud-based call center solution provider, will tackle the major issues and technology trends in the call center industry. The summit is spearheaded by CCAP, the official organization of outsource and in-house contact center service providers in the Philippines.

Brian Liebenthal, the director of call center operations for Bosey Medical Beverly Hills California, the world’s largest cosmetic medical practice provider, was selected by CCAP to share with the Philippine call center industry his more than 16 years of experience in business operations, call center management, as well as training and employee development.

Liebenthal was selected by CCAP for this presentation based on his years of experience using on-shore and off-shore call centers, centralized and de-centralized technology, premise-based and hosted solutions and the work-at-home model.

At Bosley Medical, Liebenthal is in charge of 24/7 International Direct Response call center operations and training. The call center handles 60,000 inbound calls and 1,000,000 outbound calls per month. Liebenthal implemented and managed a cloud-based call center platform, enabling Bosley to decentralize its call center in the United States and expand internationally while maintaining full control of the entire operation from Beverly Hills.

He has developed and executed the company’s outsource strategy and corporate communications plan with no negative impact to revenue targets or company morale while reducing payroll cost by 40 percent. This he was able to do by creating a global business infrastructure based on solid management concepts.

Liebenthal will deliver a lecture at Function Room 4 of SMX Convention Center at 1 pm on August 3 and discuss the benefits of cloud-based software as a breakthrough technology in the call center business.

InContact, a major sponsor of the annual Annual Call Center Conference & Expo, which is considered the most prestigious gathering of contact center industry executives in the region, promotes the use of cloud-based software to help call centers around the globe cut their costs while optimizing their operations.

InContact, which built its Asia-Pacific headquarters at the Bonifacio Global City in Taguig, provides the world’s largest cloud-based call center solution, with over 800 call center deployments and is used by more than 60,000 agents globally. It creates profitable customer experiences through its powerful portfolio of cloud-based call center call routing, self service and agent optimization solutions.

The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth.

A recent study by Frost & Sullivan titled “Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis” found that call centers can lower the cost of their contact handling and workforce optimization infrastructure by up to 43 percent over a five-year period by using cloud-based offerings rather than installing equipment in their own facilities.

The study, commissioned by inContact, analyzed 12 call center designs with sizes ranging from 50 to 500 seats and in functionality from different telephony systems such as ACD, IVR, chat, outbound dialer, quality monitoring, workforce management, customer feedback, agent hiring and eLearning system.

The analysis of total cost of ownership (TCO) concluded that hosted call center services significantly reduce TCO over premise-based systems in both three- and five-year scenarios for all 12 designs analyzed.

InContact Country Manager Junie Pama said call centers could save on costs of systems and applications, implementation, maintenance and upgrades, and hosted per-agent, per-month fees.

This is because, compared with cloud-based solutions, traditional premise-based infrastructure requires an upfront capital investment that can easily exceed US$1 million, maintenance contracts that are typically 15 to 25 percent of the purchase price, ongoing expenses, and equipment replacement every five to seven years.