Contact Centre

Servion redesigns Bangkok Insurance’s contact centre, to deploy Cisco tech
Servion Global Solutions said it has partnered with Cisco Systems to design and implement a centralised contact centre solution for Bangkok Insurance (BKI).
Plantronics opens rep office in Jakarta
Plantronics has opened a representative office in Jakarta, which will oversee and support its growing pool of channel partners and customers in Indonesia.
Sanjay Gupta’s role at Aspect expanded to include Asean
Aspect Software, which provides fully-integrated customer interaction management, workforce optimisation, back-office and cloud solutions, has announced today its senior executive Sanjay Gupta will assume an expanded portfolio to include the fast-growing Asean region.
Interactive Intelligence expands APAC Hq in Malaysia
Interactive Intelligence Group Inc has invested about RM2mil to expand its Asia Pacific headquarters in Kuala Lumpur, relocating from Menara IMC to Menara Prestige.
UC&C markets continue strong growth in SEA: IDC
Market shares of major Unified Communications & Collaboration (UC&C) vendors in South-East Asia have inched up 5.7% to US$221.2 million in H2 2013 (second half of 2013), compared to H1 2013 (first half of 2013), according to IDC Asia/Pacific's Semiannual Collaborations and Video Tracker report.
ACE, formerly CCAM, aims to be industry regulator
One of the more interesting developments that may happen with the Association of Customer Experience of Malaysia (ACE) is its attempt to become a regulatory body for the contact centre industry. DNA founder Karamjit Singh has the story.
Malaysia’s UC&C market plunges 14.5% in first half of 2013: IDC
Malaysia's unified communication and collaboration (UC&C) market recorded US$35.6 million in factory revenue terms for the first half of 2013 (1H13), down 14.5% from the same period in 2012, according to IDC.
DKSH arms its healthcare services unit with Cisco tech
DKSH Malaysia, which describes itself as a ‘market expansion services provider,’ has implemented Cisco Unified Contact Center Express solutions to enhance the customer service experience for its Business Unit Healthcare.
New content management solution from Interactive Intelligence
Interactive Intelligence Group Inc, which provides software and services designed to improve the customer experience, is launching Interaction Content Manager (ICM), which it described as a media-independent software application that captures, indexes, stores, searches, accesses and manages business-critical content.
Market investments in APAC contact centres to rise sharply: Frost
While 2012 was a subdued year for the Asia Pacific contact centre applications market, steady growth is expected after 2013 as the region shakes off the lingering effects of the global economic downturn, says Frost & Sullivan.
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