Transcosmos adopts 1-stop call centre solution
TechMatrix Corporation and Avaya Japan have been providing a one-stop solution combining TechMatrix’ FastHelp5 CRM (customer relationship management) system with Avaya’s Contact Centre Select (ACCS) to Transcosmos (Thailand) Co, the Thai subsidiary of a J
Transcosmos (Thailand) has been able to use the system to support outsourcing services for Thai, Japanese and multinational businesses in this country since formal operations began in July.
“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).
“FastHelp5 and ACCS have been selected as a solution to fulfil these requirements. FastHelp5 and ACCS each offer substantial value when used independently, but by using them together, a synergistic effect is achieved, including one-to-one marketing support and agile response to customers. We have been able to achieve a significant increase in operational efficiency.”
TechMatrix and Avaya Japan formed a reseller agreement on February 1, 2012, and since then the companies have carried out joint marketing. By combining FastHelp5 with ACCS, they are able to offer a comprehensive computer telephony integration (CTI) system that they claim delivers the best customer experience for businesses of varying sizes.
TechMatrix says its FastHelp5 is a CRM system designed for the new generation of contact centres, packed with all of the experience, expertise, and technology the company has acquired over the past approximately 20 years.
The user interface is intuitive and easy to use with great operability, it says. It has a variety of practical features such as response support and alerts that improve not only 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, says the company.
Avaya says ACCS is a solution with flexibility and high scalability that supports small call centres with about 10 agents as well as those with up to 250 agents. Because it supports not only telephone communication but also e-mail, chat and texting, businesses can contact customers via multiple channels.
