The AI-powered contact center platform optimises customer service processes for businesses
PETALING JAYA, 26 JULY 2023 – Commerce Access Sdn. Bhd (CASB), a company known for Business Process Outsourcing (BPO) and Digital Paper Sdn. Bhd. (DPSB), a cloud solution service provider, has joined forces to introduce the latest in Contact Centre as a Service (CCaaS) technology to Malaysia known as Talkdesk, a leading CCaaS platform.
The strategic alliance between CASB and DPSB aims to cater to the rising demand for cutting-edge contact center solutions that optimize operational efficiency and deliver unparalleled customer satisfaction.
Talkdesk has been recognized as a leader in the Gartner® Magic Quadrant™ for CCaaS for four consecutive years as well as on Forbes Cloud 100. A cloud-based platform powered by advanced AI Technology, Talkdesk enables businesses to deliver intuitive user experiences and seamless interactions across multiple communication channels.
With this state-of-the-art solution, companies can provide exceptional customer experiences without the burden of costly hardware investments and with faster implementation times.
According to Observe AI, contact centers have KPI metrics with focus on customer experience (55%) and customer satisfaction score (58%). Global companies are also spending top dollar in contact centre software with more than $24 billion spent, and more investments to come.
“We are excited to announce our partnership with Talkdesk and DPSB, which enables us to provide a complete solution that combines exceptional services with the latest technology,” said Afidah Kamarudin, Vice President of CASB.
“Talkdesk’s industry-leading CCaaS platform perfectly complements our commitment to creating impactful business growth for our clients. Together, we strive for a partnership built on trust and joint benefit, “ she further added.
Rickie Liew, Managing Director of DPSB, expressed great enthusiasm about the partnership, stating, “We are extremely delighted about this collaboration with CASB, a reputable company.
“It enables us to expand our presence in Malaysia and offers more businesses the opportunity to harness the power of our advanced CCaaS platform.”
With a growing emphasis on improving customer experiences, contact centers have taken on a pivotal role in shaping how companies engage effectively with their clients. In Malaysia, the contact center applications market is expected to witness a steady Compound Annual Growth Rate (CAGR) of 1.5% from 2016 to 2023, reflecting the significance of these platforms in modern business interactions.