Vads identified as Malaysia’s leading ICT, BPO provider in Gartner market guide

• Today’s industry mantras are more customer-centric than the decades-old focus on cost savings
• ‘Good enough’ customer experience, is no longer acceptable in the digital world

VADS Bhd, a Malaysian managed integrated ICT/BPO service provider, on March 27 announced that the company has been identified as a representative vendor amongst other global Business Process Outsourcing (BPO) service providers in Gartner’s recently published Market Guide for Key Customer Management BPO Service Providers in a Digital-Driven Market report.

The report is authored by TJ Singh, Misako Sawai and Brian Manusama and was published on Dec 21, 2016.

In the report, Gartner stated, “The Customer Management BPO industry today, is at the forefront of business — namely, the front office, managing important ‘moments-of-truth’ for global brands and governments across multiple channels of interactions, the traditional calls, web chat or mobile services and automated virtual agents – with some engaged in cognitive self-learning.

“Today, the industry's mantras are ‘customer experience’, ‘customer journey’ and ‘customer engagement life cycle’ (to name a few.) These are far more customer-centric than the decades-old focus on ‘cost savings’.

“Key motivations to outsource customer management services include the ability to scale operations, access to best-of breed processes and technologies, with better service quality leading to enhanced customer experience and cost optimisation — a more realistic approach to ‘cost savings’.”

Commenting on the latest achievement, Vads chief executive officer Massimo Migliuolo (pic, right) says, “In the new always-connected digital world, ‘Good enough’ customer experience, is no longer acceptable. Consumers expect to interact with companies on their preferred channel of choice and at the right time in the customer journey.

“As a result, enterprises are looking for partnerships with BPO service providers like Vads that can help them deploy relevant, personalised omni-channel customer communications to enhance their overall customer experience strategies.

“Vads omni-channel solution will enable customers to seamlessly interact across a variety of contact channels, leading to better experience and faster resolution with the potential to transform the customer service from a cost centre to a profit centre. This will become even more evident as companies evolve their business models from merely selling a product to selling experiences that combine connected products and services.

“The evolution perfectly fits into TM’s position as Malaysia’s convergence champion, as we continue to offer relevant convergence propositions via the five pillars of smarter living, smarter businesses, smarter cities, smarter communities and a smarter nation. This will cater to individual lifestyles and businesses alike, in line with our vision “To Make Life and Business Easier, for a Better Malaysia”,” he adds.

Gartner's Market Guide for customer management BPO services reviews BPO service providers around the globe. The report can serve as a guide for sourcing and vendor management leaders to select service providers aligning to their business needs based on functional, vertical/industry and geographic importance. 

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