Tuesday, May 24, 2022

Inspiro drives Philippine BPO industry forward through ambitious partnership with Microsoft

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Inspiro, a leading Business Process Outsourcing (BPO) provider in the Philippines, recently partnered with Microsoft to create innovative solutions, transform employee and customer experience and open new lines of business.  


The Philippines makes up 10-15 % of the global BPO market, with a national workforce of approximately 1.3 million workers. This sector generates about 9% of the country's annual GDP. As one of the country's leading BPO players, Inspiro's investments in digital transformation aim to elevate its services and establish its Philippine operations a center of excellence for the industry. 


"Our digital roadmap is driven by evolving client requirements, the changing technological landscape, and the need to stay ahead of the competition," said Yuji Hamamoto, Inspiro's president and chief executive officer. "We look to Microsoft for guidance and support to fast-track implementation of our roadmap, keeping our clients and our CX agents at the core of our digital transformation." 


Through this partnership, Inspiro will gain access to Microsoft's industry-leading technology innovations, services, and expertise, transforming and co-developing solutions to improve customer engagement, employee empowerment, operational optimization, and product transformation—all part of Inspiro's three-year digital transformation program.  


Inspiro has been operating in the Philippines for 20 years with centers in Luzon and Visayas, powered by a workforce of over 14,000 people delivering value-driven CX (Customer Experience) solutions to global brands and multinationals. Its initial efforts aim to deploy platform solutions to provide CX agents with greater flexibility, better internal collaboration and improved performance.


"The BPO industry is a key economic driver for the Philippines, one that has put our nation on the global stage, providing people and businesses all over the world with critical services, and over 1.3 million Filipinos with jobs,” said Peter Maquera, Chief Executive Officer of Microsoft Philippines. “As we look towards continued economic recovery in the post-pandemic world, digital transformation and innovation have become absolutely necessary. We are committed to bringing the full stack of our technology to empower Inspiro and every organization in the country to achieve their digital ambitions.” 


The partnership will focus on four key areas of empowerment: 

  • Improved average handling time and accelerate speed to market 
  • Strengthen competitive positioning 
  • Boost revenue growth and create new revenue streams 
  • Raise employee productivity, engagement and mitigate attrition 


Microsoft in turn will employ technology such as robotics process automation, data warehouse modernization, app modernization and security to enable Inspiro’s desired outcomes. 


At the onset of the COVID-19 pandemic, Inspiro quickly shifted their operating model to work-from-home, ensuring its people were healthy and safe. The company deployed Windows Virtual Desktop and utilized Microsoft Teams to enable a remote workforce of more than 3,000 agents to ensure business continuity and sustain operations.  


Inspiro has a global network of 32,000 employees and operations across Asia, North America, Latin America, and Australia. 

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