transcosmos Forms Largest Contact Center Cloud in Japan That Provides Client's Business Continuity, Large-Scale Operation by Multi-Location

transcosmos inc. (Headquarters: Tokyo, Japan; President and COO: Masataka Okuda; TSE First Section: 9715; hereafter, transcosmos) has successively promoted cloud integration of the “Contact-Link” contact center communication platformamong its centers, and it has now completed the enhancement and integration of 23 centers including an overseas location (22 domestic centers and one overseas center) with a total of 16,000 workstations. As a result, it has now become the largest contact center cloud environment in Japan.

“Contact-Link” is a contact center platformto support the customer communications for businesses which are provided by transcosmos, and it began offering this platform in July 2014. Its features include achieving two-way communications with customers using methods such as telephone, Web and SMS; allowing centralized management of customer support history utilizingmultiple channels. In accordance with demands of client companies, it has business templates based on operational excellence of transcosmos and clients can start operations in a short period of time. Through utilizing the strengthened and Japan’s largest cloud infrastructure of “Contact-Link”, transcosmos will optimize and maximize contact center operations to improve customers’ experience and brand value.

Specifically, it actualizes themaximization and optimization of contact center operations in accordance with the characteristics of industries and business sectors. For instance, it enables to operate large-scalemulti-location operations, BCP measures, overflow call support, opening of emergency contact points, and Omni-channel communication development for devices such as smartphone. In addition, by connecting the overseas contact center bases of transcosmos with “Contact-Link,” it is also possible to operatemultilingual contact centers that target foreigners in Japan through the use of overseas centers.

■ The main features of “Contact-Link”

“Contact-Link for VoiceCloud”: Contact center cloud infrastructure system (voice, reports, etc.)

“Contact-Link for CTS”: CRM platform with 108 templates for industries & business sectors (Customer management, Contact management, Outboundmanagement, FAQ, etc.)

Along with multiplexing of communication channels using these infrastructure technologies and business expansion on telephone, FAX, E-mail, chat and SMS, transcosmos will develop cooperation of voice recognition and AI. Through utilizing “Contact-Link”, as well as transcosmos’s experience of customer support and operation capabilities, transcosmos will continue to further support the enhancement of customer experience and brand value for client companies.

* transcosmos is a registered trade name or trademark of transcosmos inc. in Japan and other countries.
* “Contact-Link” is a registered trade name of transcosmos inc.
* Other company names and product or service names mentioned are registered trade names or trademarks of various other companies.

■ About transcosmos inc.
transcosmos launched operations in 1966. Since then we have combined superior “human resources” with up-to-date “technological” capabilities to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers Cost Reduction Services (Contact Center, HR/Financial/Sales Back Office, Order Management/SCM, System Development/Management etc.) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website Construction/Management, Smartphone/SNS Utilization, Telemarketing etc.). transcosmos continues to pursue operational excellence by providing these services through our 148 locations in 25 countries with a focus in Asia. Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos provides a comprehensive, one-stop global E-Commerce service to deliver our clients' excellent products and services to consumers in 34 countries. transcosmos aims to be the "Global BPO Partner" of our clients to provide them with high quality BPO services on a global scale.