Tele-centre Services has partnered with NTT and Cisco to enhance customer experience (CX) as part of a strategic six-month project in Singapore.
Operating as a leading contact centre provider, Tele-centre Services houses more than 200 employees in the city-state, serving key customers across public and private sectors.
The project is designed to upgrade the business from its voice-only system to an omnichannel CX platform that supports personalised, on-demand support across every customer touchpoint.
Focused on the delivery of improved customer service through "effective communication and trust", Tele-centre Services selected the Cisco CX solution based on the vendor's offering of "agility and scalability".
“Whilst voice call is an important traditional communication channel, it has limited scalability,” said Cheng Wee Ling, managing director of Tele-centre Services. “As a progressive contact centre, we recognised the need to differentiate our CX experience.”
Wee Ling said NTT, together with Cisco, are deploying an "experienced technical team" to help Tele-centre Services "translate strategic vision into a viable CX solution".
The consultation process also includes a review of existing design architecture, recommendations on technology enablement and creative ways to enhance digital customer satisfaction.
“Integrating both voice and digital channels to allow customers to be serviced through the communication channel of their choice is essential in our differentiation journey, as we use advanced digital technologies to optimise productivity and integrate the human touch on every important CX touchpoints,” Wee Ling added.
Specifically, the six-month project will see the implementation of an omnichannel platform spanning voice, chat, email and social channels to connect customers to the contact centre.
Intelligent voice recognition technology with speech processing capabilities will be built to monitor and track interactions between agents and customers. This technology will provide "contextual history" of every customer service call, allowing the contact centre to improve on service gaps, reduce wait time and eliminate repetitive screening of calls.
Issues will also be resolved faster as calls are routed to the most proficient agent in a timely manner.
“The adoption of digital devices has changed the way customers approach communication with an organisation," said Png Kim Meng, CEO of ASEAN, Dimension Data Asia Pacific. "To increase engagement and retain loyalty, businesses need to reshape their CX strategy by integrating technologies, such as customer analytics, artificial intelligence (AI), and digital integration.
"Whilst technology can enable this transformation, CX ambition must be a culture cultivated from top-down. It is encouraging to see Tele-centre Services committed to growing the value of their customer base and challenging the norms of call centres. With our experience in the enterprise CX domain, we are confident of helping them gain a competitive edge with CX."
Through CX transformation, Kim Meng said Tele-centre Services will be able to "expand their business beyond the traditional business process outsourcing (BPO) model" to provide advanced customer services to potential clients, and existing clients in the government sectors.
The partnerships follows the official launch to the world of NTT, as a global technology giant housing the capabilities of 28 companies.
Headquartered in London, the $11 billion business will be spearheaded by Jason Goodall and comprises of NTT Communications, Dimension Data and NTT Security, employing around 40,000 staff in offices across more than 70 countries and regions.
Channel Asia also confirmed that John Lombard has been named as CEO of Asia Pacific. Effective 1 July, Lombard is responsible for NTT’s global business in Asia Pacific, excluding Japan and Australia.