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transcosmos Joins Hand with TechMatrix and Avaya to Provide the Best of Outsourcing Services

Thursday, September 22, 2016

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BANGKOK, THAILAND: transcosmos, a contact centre outsourcing service provider, deploys a one-stop solution combining TechMatrix’s FastHelp5, CRM system with Avaya Contact Center Select (ACCS). The latest announcement targets outsourcing services to local, Japanese, and multinational businesses in Thailand.

Avaya’s ACCS is a flexible and scalable solution that is capable of supporting up to 250 agents with multi-channel communications including telephone, email, chat, and text, making it easier for businesses. While on the other hand, TechMatrix’s FastHelp5 is a CRM system is crafted for the next- gen contact centres leveraging the company’s expertise in the industry. Intuitively designed user interface is easy to use interface with great operability. The solution has some advanced features like response support and various alerts that improve not only management of customer information and inquiries but also overall user operational efficiency. It also supports a wide range of sizes of contact centres.

By combining all these features, TechMatrix and Avaya Japan’s ACCS, are able to offer a comprehensive Computer Telephony Integration (CTI) system that delivers the best customer experience for businesses of varying sizes.

“transcosmos (Thailand) is expected to provide high-quality customer service in the rapidly growing Thailand contact centre market, and to achieve this we needed a system with high scalability and superior performance and cost advantages,” says Daisuke Yanagawa, Senior Vice President, transcosmos (Thailand). “FastHelp5 and ACCS have been selected as a solution to fulfil these requirements. While each solution offers substantial value when used independently, together, they deliver a synergistic effect including one-to-one marketing support and agile response to customers. We have also been able to achieve a significant increase in operational efficiency.”

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