Bangkok--Jul 23--Compaq Computer (Thailand)
Compaq Computer (Thailand) Limited recently installed and launched in Thailand its Call Center solution for Digital Phone Co., Ltd., a Samart Group affiliate and GSM1800 mobile phone system service provider or HELLO 1800.
Compaq Call Center technology is one of Digital Phone's major strategies to apply IT technology to strengthen its customer service and business competitiveness. Moreover, Compaq's Call Center solution will provide Digital Phone with a suitable infrastructure for future web-based applications such as Internet Call Center.
Compaq Call Center fully automates information processing, which will enable Digital Phone agents to easily manage both leads and service requests. The system allows both Interactive Voice Response and Agent Response yielding quick and effective responses to customer requests such as bill and expense reports, telemarketing and products/services information. Through Call Center, Digital Phone agents can handle as many as 10,000 calls per day. HELLO 1800 customers will definitely see an improvement in their agent's efficiency and expertise in providing accurate and fast solutions to customers within one call. Moreover, Compaq Call Center also allows on-line service statistics which also helps Digital Phone to regularly improve its services.
In discussing the installation of Compaq Call Center at Digital Phone, M.L. Chaivat Chayangkool, Managing Director, Compaq Computer (Thailand) Limited said: "Compaq Call Center is a good example of how to apply IT technology when competing in one of the most strategic areas of the telecommunications business. Compaq's Network & System Integration Services (NSIS) team, who is the project leader, worked closely with the Digital Phone team in studying their old call handling system and tailored Call Center to suit Digital Phone's long-term needs, especially in terms of quick responses and services to customer calls."
Compaq NSIS has a reputation for experience and expertise in designing and installing systems with a number of large Compaq clients, especially those in the telecommunications business, Compaq's primary market.
Call Center Technology indicates Compaq's high potential in being a total solutions provider. In providing solutions to the telecommunications market, Compaq Computer (Thailand) has three aims: * Firstly: First to market - to provide customers with a competitive edge using cost-effective infrastructures ready for future technology while competitors would spend more time in building up this infrastructure. * Secondly: Service quality - Compaq Computer (Thailand) is the focal point in procuring high-quality and suitable software for customers. * Thirdly : Compaq's technology allows customers fast returns on investment. Customers can install solutions step by step or phase by phase. Meanwhile, the technology installed is also a long-term investment for future technology trends.
Compaq Call Center provides HELLO 1800 customers with quick call-up screens featuring expenses and payment reports, faxes-on-demand, quick changes and added services, service payments, and much more. Compaq Call Center also enables HELLO 1800 staffs to maximise call management and call up customer information databases such as the products they have purchased, case histories and more.
On this occasion, Mr. Thavatchai Vilailuck, President of Digital Phone Co., Ltd., commented: "Thailand's mobile phone market for the rest of 1999 and early next year will remain highly competitive, as in the first half of this year. This will yield greater benefits to overall mobile phone users in terms of better technology and better services from operators. Digital Phone is strongly committed to improving Hello 1800 standards to better compete by investing in network systems and Compaq's Call Center. We have recently singed a contract with Nortel to implement a network system for us and today, we signed a contract with Compaq Computer (Thailand) Limited for the installation of the first phase of the Call Center solution."
Mr. Naina Mohamed Khalid, Chief Operating Officer of Digital Phone Co., Ltd., said: "The three main functions of Compaq Call Center: Interactive Voice Response (IVR), Customer Call Management and Computer Telephony Integration (CTI) will help improve Hello 1800 customer service quality. By calling 502-5000 or mobile phone 1888, HELLO 1800 customers can request for expenses and payment reports, payment procedures, newsletters through Fax on Demand or leave a short message on our message service for an agent to call back. Customers can also choose to talk directly with agents. The Call Center solution will definitely increase Digital Phone's efficiency in handling over 10,000 call per day from HELLO 1800 customers."
Digital Phone Co., Ltd., anticipates the second and third phase of Call Center will be installed by Compaq Computer (Thailand) at a later date and will provide the company with infrastructure for Internet-based communications systems. Mr. Yos Kimsawatde, Director of Compaq's NSIS, mastermind of Digital Phone's Call center solution's design and installation explained: "In the second and third phase of the installation, Compaq Call Center will analize calls and forward calls to related agents capable of solving whatever problem such as forwarding calls to English or Chinese speaking staffs. The system will automatically group agents and manage strong workflow to ensure the fast handling of all calls.
"The third phase of our Call Center solution will be an Internet Call Center featuring 4 functions. 1) It will use e-mail instead of making a phone call. The system will automatically analize e-mail and forward the e-mail to concerned agents. Agents can then respond via e-mail or telephone. 2) A Web Call Back service enabling customers to contact agents on the Internet and get an automatic call back. 3) A Web Call Through enabling customers to talk directly with agents on the Internet by using multimedia PCs or telephones. 4) Co-browsing enabling customers surfing the Digital Phone website to get a detailed view of any telephone model while on-screen with a sales agents," explained Mr. Yos.
The Compaq Call Center which was installed at Digital Phone Co., Ltd., was designed and installed by Network & System Integration Services (NSIS), and is to be maintained by Compaq Customer Service, will start its service in August, 1999.
About Compaq Computer
Compaq Computer Corporation, a Fortune Global 100 company, is the second largest computer company in the world and the largest global supplier of computer systems. Compaq develops and markets hardware, software, solutions, and services, including industry-leading enterprise computing solutions, fault-tolerant business-critical solutions, networking and communication products, commercial desktop and portable products and consumer PCs. The Company is an industry leader in environmentally friendly programs and business practices.
Compaq products are sold and supported in more than 100 countries through a network of authorized Compaq marketing partners. Customer support and information about Compaq and its products are available at http://www.compaq.com.
About Digital Phone Co., Ltd.
Established in November 1996, DPC is a joint venture between Samart Corporation Plc. and Telekom Malaysia International. The Company was granted a digital wireless network operator license from the Communications Authority of Thailand. Currently, the company registers more than 130,000 subscribers. End.