APRIL 201919 process for a better understanding of the customers' needs to plan better business strategies.With an SME customer base, 15 percent of which are listed in the Fortune 500 and Fortune China 500, CTINT is serving over 60 enterprise customers in over 13 global locations. They have also implemented more than 400 projects over the past five years. The company has been able to have high client retention rates with 45 percent of its clients continuing to work with them for more than ten years while a further 17 percent have over 20 years of engagement. CTINT and Canon have been partnering for more than a decade to implement Canon's Customer Delight Service System (CDSS) in nine countries of the Asia-Pacific region. "Working with Continuous Technologies has enabled us to tailor our CDSS for delighting our customers and enhancing our operational efficiency in all our Asia offices," says Hiroshi Miyazato, VP of IT and GA at Canon Asia Marketing Group.Ever since its inception in 1989, CTINT has been the frontrunner in bringing innovative technologies to Hong Kong. The company started with Hong Kong's first phone banking interactive voice response (IVR) system that provided a mainframe connector for banks. Other milestones achieved by the company include Hong Kong's first dynamic content to speech IVR platform, mobile WAP banking system, secure mobile workforce solution, and more. The contact center system developed by the company over a decade ago for one of the Hong Kong Government departments provided multi- and omni-channel experiences. Citizens can call, email, fax, and mail in to inquire for information or report a case and the corresponding department officer can follow up with the citizen via email, SMS and others, even face to face at the counter booth."CTINT is exploring and discovering new solutions and technologies that can improve business-to-customer engagement, tailored for the customer's specific business operation model," adds Mark. For instance, he stresses that advanced and sophisticated image recognition technologies, such as facial recognition for identity verification, security protection, and so on, have the capability to enhance intelligent omnichannel customer experiences further. These technologies empower agents and customers to have better communication through video conferencing, co-browsing, and co-working, which thereby makes the interaction more efficient and effective. The company envisions enriching and expanding its omnichannel touchpoints to keep pace with the latest disruptions in technology. "The goal of achieving a true omnichannel experience never ends as service providers are constantly called upon to evolve responsively in relation to customer engagement behaviors," concludes Mark.
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