Enhances call center operations by new intuitive design that boosts operatability for diversifying channelst

transcosmos inc. (Headquarters: Tokyo, Japan; President and COO: Masataka Okuda) added a chat feature as a new communication channel to “Contact-Link,” its proprietary cloud-based contact center platform.

“Contact-Link” is a cloud-based contact center platform that enables call center businesses to have two-way communication with customers via various channels that include call, websites, SNS, and more. “Contact-Link” not only enables clients to make both outbound and inbound calls effectively but also centrally manage all customer support histories offered via multiple channels. In order to satisfy consumer needs for chat-based communication that is expected to grow continuously along with the enormous popularity of smartphones and SNS, transcosmos added a new chat feature to “Contact-Link” whilst drastically improving its screen design for call center agents. Using icons and split view, the new, intuitive screen design will boost operational efficiency.

Supporting ever-diversifying communication channels via “Contact-Link,” transcosmos continues to help call center operators deliver a great communication experience to their customers.

■ About “Contact-Link”, transcosmos cloud-based contact center platform

Released in July 2014, “Contact-Link” is a unique transcosmos cloud-based contact center platform which helps clients communicate with their customers. Its key features include the ability to enable clients to have two-way communication with customers via call, websites, SNS and more whilst centrally managing all customer support records offered via multiple channels. With abundant operations templates that are created based on transcosmos’s Operational Excellence, the platform also helps clients quickly launch operations that meet their requirements.
https://www.trans-cosmos.co.jp/special/callcenter/contactlink.html

■ “Contact-Link for CTS” key features

• ・A call tracking system developed by transcosmos
• ・Its operations templates based on accumulated know-how enable clients to develop a call center system at speed
• ・With internet connection, clients can share information across multiple centers
• ・The central management platform supports ever-diversifying customer touchpoints and enables clients to manage all inquiries regardless of channels
• ・A monthly fee (license fee) model including maintenance charge. A pricing model only cloud-based services can offer

*transcosmos is a trademark or registered trademark of transcosmos inc. in Japan and other countries.
*Other company names and product or service names used here are trademarks or registered trademarks of respective companies.

■ About transcosmos inc.

transcosmos launched its operations in 1966. Since then, we have combined superior “people” with up-to-date “technology” to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers services that support clients’ business processes focusing on both sales expansion and cost optimization through our 170 locations across 31 countries with a focus on Asia, while continuously pursuing Operational Excellence. Furthermore, following the expansion of e-commerce market on the global scale, transcosmos provides a comprehensive One-Stop Global E-Commerce Services to deliver our clients’ excellent products and services to consumers in 49 countries around the globe. transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever-changing business environment.