18 July 2019
Tele-centre services partners with NTT to improve customer experience with an omnichannel contact centre
Singapore – 18 July 2019 – NTT, a newly launched, world-leading global technology services provider, announced today the partnership with Tele-centre Services, a one-stop outsourced contact centre provider in Singapore. NTT combined the capabilities of 28 companies such as Dimension Data to create one, leading technology services provider on 1 July 2019.
The partnership aims to help Tele-centre Services upgrade 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 excellent customer service through effective communication and trust, Tele-centre Services selected the Cisco CX solution that will allow for agility and scalability.
NTT, together with Cisco, are deploying an experienced technical team to help Tele-centre Services translate their strategic vision into a viable CX solution. The thorough consultation process includes a review of existing design architecture, recommendations on technology enablement and creative ways to enhance the digital customer satisfaction.
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 be resolved faster as calls are routed to the most proficient agent in a timely manner. Productivity will also improve as agents are now empowered to handle customers across multiple channels.
With the CX transformation, Tele-centre Services will be able to expand their business beyond the traditional business process outsourcing (BPO) model to provide advanced customer services to their potential clients, and existing clients in the government sectors.
“Whilst voice call is an important traditional communication channel, it has limited scalability. As a progressive contact centre, we recognised the need to differentiate our CX experience. 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" said Cheng Wee Ling, Managing Director, Tele-centre Services Pte Ltd.
“The adoption of digital devices has changed the way customers approach communication with an organisation. 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,” said Png Kim Meng, CEO – ASEAN, Dimension Data Asia Pacific.
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About Tele-centre Services Pte Ltd
Tele-centre Services Pte Ltd, a wholly-owned subsidiary of mainboard listed Hai Leck Holdings Limited was established in 1999. Today, the Company operates a leading contact centre in Singapore with over 200 employees and pride itself to have major multi-national companies across different industries and key government organizations across all sectors as its valuable business partners.
Tele-centre was incorporated to provide innovative outsource services in the contact centre industry in Singapore and it seeks to deliver professional and integrated solutions to its clients and partners through specialized knowledge in customer contact centre management.
Tele-centre attributes its success to the high quality customer service and innovative business solutions provided by its human capital and its continuous pursuit of excellence in systems and processes. Tele-centre adopts best-practice models using proven methodologies to provide value-added extensions to our clients’ business by actualizing their business strategies and ensuring success. Through our partnerships with our clients, we have accumulated invaluable experiences in customer service and relationship management.
NTT Ltd. is a leading global technology services company. We partner with organizations around the world to shape and achieve outcomes through intelligent technology solutions. For us, intelligent means data driven, connected, digital, and secure. As a global ICT provider, we employ more than 40,000 people in a diverse and dynamic workplace that spans 57 countries, trading in 73 countries and delivering services in over 200 countries. Together we enable the connected future.
Visit us at our new website hello.global.ntt