transcosmos (Thailand) steps-up performance and scale; Partners with industry leaders Avaya and TechMatrix to transform its contact center operations

20 Sep 2016

Deploys the TechMatrix’s FastHelp5,, and Avaya’s Contact Center Select to enable ease of use and multi-channel support and high-quality real-time customer service

Bangkok, Thailand 2016 – TechMatrix Corporation (TechMatrix) and Avaya Japan Ltd. (Avaya) today announced that a one-stop solution combining TechMatrix’s FastHelp5, CRM system with Avaya’s Contact Center Select (ACCS), has been deployed by transcosmos (Thailand) Co., Ltd, the Thai subsidiary of Japan’s largest contact center outsourcing service provider.

By combining TechMatrix’s FastHelp5, CRM system with Avaya Contact Center Select (ACCS), transcosmos (Thailand) will now be able to create a  one-stop solution to support  outsourcing services to local, Japanese, and multinational businesses in Thailand ever since the formal operations in July 2016.

“transcosmos (Thailand) is expected to provide high-quality customer service in the rapidly growing Thailand contact center market, and to achieve this we needed a system with high scalability and superior performance and cost advantages,” said Daisuke Yanagawa, Senior Vice President, transcosmos (Thailand). “FastHelp5 and ACCS have been selected as a solution to fulfill these requirements. While each solution offers substantial valu ewhen 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.”

TechMatrix and Avaya Japan formed a reseller agreement on February 1, 2012, and since then the companies have carried out joint to go market efforts. By combining TechMatrix’s latest CRM system FastHelp5 with Avaya Japan’s ACCS, both companies are able to offer a comprehensive Computer Telephony Integration (CTI) system that delivers the best customer experience for businesses of varying sizes.

TechMatrix’s FastHelp5 is a CRM system designed for the new generation of contact centers, packed with all of the experience, expertise, and technology the company has acquired over the past approximately 20 years. The user interface is intuitive and easy to use with great operability. It is loaded standard with a variety of practical features such as response support and various alerts that improve not only management of customer information and inquiries but also overall user operational efficiency. It combines high scalability and availability to support a wide range of sizes of contact centers from small to large.

Avaya’s ACCS is a contact center solution with flexibility and high scalability that supports small up to of 250 agents. Because it supports multi-channel communications including not only telephone but also email, chat, and text, businesses can contact customers via multiple channels. By building a communication platform that meets the needs of customers, businesses can avoid missing out on potential opportunities.

About TechMatrix
TechMatrix is an IT solutions provider that helps to transform the business models and strengthen the competitiveness of client companies by implementing state-of-the-art IT technology and enhancing customer satisfaction.
In the contact center industry, TechMatrix has been delivering CRM systems and other IT services since 1996, has made over 600 installations in Japan. TechMatrix is listed on Tokyo Stock Exchange (3762). To learn more about our services please visit http://fasthelp.jp/en/  or email us at crm@techmatrix.co.jp

About Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Breeze™ enables third parties to create and customize business applications for competitive advantage.  The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.  For more information please visit www.avaya.com.

Peter Branton

Avaya

+971 4 4048315

pbranton@avaya.com