Genesys sees surge in contact centre business

“We have faced slow growth in Thailand due to its situation this year. However, there is a good sign of the contact-centre market in Thailand turning around and showing high growth next year,” Bruce Eidsvik, senior vice president for Asia-Pacific, said yesterday.

The contact-centre market has high growth potential, especially in Thailand and elsewhere in the Asia-Pacific region. This region represents almost a third of the US$6-trillion (Bt200-trillon) world contact-centre market, he said.

Thanks to a strong customer base and new clients under negotiation, Genesys targets double-digit growth in Thailand next year.

Research has revealed that only 3.3 per cent of contact centres in this region deploy multi-channel support for customer contacts, such as voice, e-mail, chat, mobile, social media and Web channels. The rest use only voice. 

Genesys sees a good opportunity in doing heavy marketing of contact centres in the Asia-Pacific region by developing an innovative communication management service based on the Genesys Customer Experience Platform. 

The new solution will have more efficient and intelligent routing capabilities for various interaction channels that will further enhance the customer experience, the firm claims. It includes multi-channel support for customers.

Genesys chose Bangkok as the venue for its annual “G-Summit in Southeast Asia” last week. The Asean conference is part of a global G-Summit series that brings together thousands of customer-experience thought leaders, technology visionaries and leading global brands to share best practices and learning on how to innovate and deliver great customer experiences, according to the company.