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transcosmos leverages integrated multi-channel solution to support outsourcing services

Adrian M. Reodique | Oct. 5, 2016
The solution combines TechMatrix’s customer relationship management (CRM) system, FastHelp5 with Avaya’s Contact Centre Select (ACCS).

transcosmos - a Thai subsidiary of Japan's contact centre outsourcing service provider - is leveraging the Computer Telephony Integration (CTI) system by TechMatrix and Avaya to provide a seamless experience for its customers.

The CTI is a combination of TechMatrix's customer relationship management (CRM) system, FastHelp5, and Avaya's Contact Centre Select (ACCS). The integrated solution enables transcosmos to create a "one-stop" solution to support outsourcing services to businesses in Thailand and Japan.

According to TechMatrix, FastHelp5 offers response support and various alerts that improve not only the management of customer information and inquiries, but also overall user operational efficiency. It combines high scalability and availability to support a wide range of sizes of contact centres.

Meanwhile, Avaya's ACCS not only offers high scalability, but also supports multi-channel communications including telephone, email, chat, and text.

"transcosmos (Thailand) is expected to provide high-quality customer service in the rapidly growing Thailand contact centre market, and to achieve this it needed a system with high scalability and superior cost performance," said Daisuke Yanagawa, Senior Vice President of transcosmos (Thailand), in a press release.  "FastHelp5 and ACCS have been selected as a solution to fulfill these requirements." 


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