Biggest advances in IT since 2003 – Indigo 21


Biggest advances in IT since 2003

Biggest advances in IT since 2003

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May 11, 2024

Many things have changed since we first started in business. In the last 20 years, multiple technologies and developments have helped us become the company we are today. Our commitment is to help our clients serve their own customers better, through accessing the right tech and the right services whenever and wherever they need them.

Because it’s through tech and services that we help you to unlock the power of your business. With daily advances in technology, which are the ones that helped us to unlock the power of our business? Let’s take a look at some of the most important technologies to have influenced our business since 2003.


Like many others, our contact centres rely on telephones and calls to communicate. But as those teams are based in the Philippines, a normal telephone line doesn’t really do the trick. That’s why we use VoIP calls, aka voice over internet protocol. In a nutshell, VoIP means a phone call transmitted via the internet, rather than a traditional telephone

VoIP was first invented in the 1980s, but rose to popularity in the mid-2000s and has been developing ever since. Without VoIP calls, we would find it difficult to connect your customers to the help they need. And whether that’s a customer service call, support from HR teams, or a conversation with a developer, it’s crucial to stay connected.

Live web chat

A phone call isn’t always the right solution to an easy question — and customers are often looking for a swift answer. That’s why our contact centres also use live web chat to connect your customers to the help they need. Live web chat in its current form has been around since 2002 and continued developing into a modern, easy-to-use tool ever since.

Thanks to smart automation, live web chat can be handled via robotic process automation, or RPA. This form of automation makes it easy for customer service agents to focus on more detailed conversations and leave some of the basics to a chat tool.
When used this way, live chat tools can also act as a filter for who needs the most personalised help and who can be quickly assisted via the RPA function.

Cloud computing and storage

Once it was filing cabinets, then floppy disks and external hard drives. Now, finally, cloud storage is transforming businesses by freeing up physical storage space and safely storing data on the cloud. First discussed back in the 1960s, cloud storage has
been a familiar business tool since 2012 thanks to the launch of personal cloud
networks and public cloud networks, like Google Drive and OneDrive. In our business, we use cloud drives to offer admin, storage and applications to customers, sidestepping clunky physical servers and saving you space in the process.

Collaborative software

Our technology teams in the Philippines are at the forefront of the software development world. By using collaborative tools, they can work in harmony with your in-house teams as seamlessly as if they were working in the same room. First discussed back in the 1940s, and rising to popularity in the mid-2000s, collaborative software became more widely available thanks to cloud computing, helping international teams to work on the same project simply and easily.

Machine learning and GenAI

It’s hard to read anything online in 2024 without coming across machine learning and generative artificial intelligence (GenAI). Both technologies are older than you might think, with machine learning and early forms of GenAi first making headlines in the 1970s. However, with rapid advances in the last 10 years with user-powered tools like ChatGPT, Gemini and DALL-E, GenAI is moving faster than many technologies have ever developed before. The use cases are too many to list, but with tools to write programming code and email sequences, we’ll be following the developments of GenAI with a keen eye into the future.

What’s next for tech?

So what does the future hold for the world of technology? Keep following our blog to discover the latest in tech, BPO services and more. Interested to find out more? Check out our back catalogue of blog posts covering all the topics affecting the BPO industry.


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