Leading Russian software solutions developer Noda is ready to head towards Southeast Asia, particularly the Philippines. This expansion follows the company’s achievements in the BPO industries in Eastern Europe and Central Asia.
The company’s interest in the Philippines was immediately announced after the conclusion of the APEC 2012 summit in Vladivostok, Russia.
“Our unique approach for contact centers can really benefit Philippine contact centers. Our solutions can cut operational and maintenance expenses and, at the same time, enable these centers to provide high-quality service,” Andrey Zaitsev, Noda’s CEO, said.
Noda sees the country as a rapidly growing and exciting new market to explore and thrive in. According to the Business Processing Association of the Philippines (BPAP), the country is now ranked second (and projected to be the first by 2016) in voice services, and has come in second for non-voice and complex services, trailing behind India. The past year saw the Philippine BPO industry rake in US$11 billion in earnings, employ 638,000 individuals, and oversee more than 700 BPO centers and global in-house contact centers. Additionally, the BPO industry is poised to grow up to 20% more by 2016, with an overall value of US$25 billion.
“All of these things made the Philippines the most attractive option for us,” Zaitsev explained. “We don’t just offer call management solutions to Philippine contact centers; we also provide solutions to help manage the contact centers themselves.”
Noda is ranked third when it comes to software solutions used in Central Asia and Eastern Europe (after only Cisco and Avaya), and has recently registered positive business growth compared to its rivals. For 2012, Noda has an 8% share in the Russian market for implemented workplaces, and 13% for solutions in outsourced contact centers. Noda has recently registered a 40% growth in the Russian BPO sector, bigger than the registered growth of the entire sector in 2011.
Among the industry accolades that Noda Contact Center has received for its various products include “Best Product of 2012 for Call Centers in Eastern Europe and Central Asia” during this year’s Call Center World Forum (CCWF) in Moscow, and “The Best Product of the Year” in 2009 at the Softool international IT and computers expo.
The Noda Contact Center: Noda’s first foray into the Philippine BPO market
Noda provides a wide range of software solutions that goes beyond the handling of incoming and outgoing calls — it concentrates on every aspect of the call center; and the best ways to automate, configure and manage them.
The all-in-one Noda Contact Center solution best showcases the company’s strengths and flexibility. It has a 99.999% guaranteed fault tolerance, platform independence, seamless integration with third-party business systems, flexible licensing, and unique graphic interface. For the solution’s technical aspects, it has an interactive voice response (IVR) system with integrated IVR builder and post-call IVR, provides real-time reports for KPI controlling, creates historical and custom reports based on online analytical processing (OLAP) technology, and combines and manages outbound and inbound campaigns at the same time. The solution also includes call recording.
Through the Noda Contact Center solution, the company aims to provide its potential clients in the Philippine BPO industry a cost-effective, easy-to-use and comprehensive way to manage inbound and outbound campaigns. Noda can give its partners competitive prices, training and certification for partners’ technicians and salespeople, technical support from pre-sale to implementation, and complete documentation for marketing and sales purposes.
Aside from this software solution, Noda can also provide custom implementations for its clients. In 2009, Noda worked with the Tele-Course Contact Center in Moscow, Russia, to implement the first automated software solution for the Tele-Course facility. What makes this automation project different from other contact center requirements is that 90% of the Tele-Course staff are visually impaired, and that the solution must handle the workload of more than 2,500 agents and remain affordable.
The Noda solution didn’t just make Tele-Course more efficient; it also provided visually impaired people with employment and socialization opportunities.
Its client roster includes contact centers Tele-Course; energy company Gazprom; insurance firms Aviva, Allianz and Generali PPF; telecom operator MTS; global reservation system Amadeus; and consumer goods manufacturer Zepter International.
Established in 2001, Noda (with the trade name “Naumen”) now has more than 800 projects under its belt, built over 300 contact centers in Eastern Europe and Central Asia, and acquired more than 50 partners in Russia and the aforementioned regions.
The company is also a member of the Russian National Association of Call Centers (NACC), the IT Service Management Forum (itSMF), and the TeleManagement Forum (TM Forum).
Noda Interaction Platforms
Dominguez Marketing Communications, Inc.
Dominguez Marketing Communications, Inc.
 According to RBC Research 2012: Noda’s software solution is ranked third among the most popular and most used solutions in Russian call centers (25% – Cisco, 22% – Avaya).