Conference Schedule
Graham Brown - Director, Business Development (Bio)
United States
RECENT AWARDS 
Ranked #1 in Americas 2017
Ranked #2 in the World 2016
Ranked #1 in the Region 2016
HGS is a global provider in the customer experience lifecycle, digital transformation, and business process management. HGS combines automation, analytics, and artificial intelligence with high quality talent and deep domain expertise to achieve superior outcomes in the areas of digital customer experience, back-office processing, contact centers, and HRO solutions.
Role of the Center:
HGS is a leader in optimizing the customer experience and helping our clients to become more competitive. HGS provide a full suite of business process management services from marketing and digital enablement services, consumer interaction services to platform enabling back office business services. By applying analytics and interaction transformation design to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency and helps to retain valuable customers. HGS expertise span the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, consumer packaged goods industries, as well as the public sector. HGS operates on a global landscape with 28,000 employees in 60 worldwide locations delivering localized solutions. HGS, part of the multi-billion dollar Hinduja Group, has over four decades of experience working with some of the world's most recognized brands.
Cagdas Akarsu - Business Development Specialist (Bio)
Turkey
RECENT AWARDS
Ranked #1 in Europe,Middle East and Africa 2017
Ranked #1 in the Region 2016
Ranked #1 in the Region 2016
VESTEL is a Turkish home and professional appliances manufacturing company consisting of 18 companies specialised in electronics, major appliances and information technology. Vestel headquarters and production plant are located in Manisa, while the company's parent conglomerate is the İstanbul based Zorlu Holding.
We will be sharing our best practices which include
- Application
- Design Process
- Advantages
- Cost-down and Customer Satisfaction Effect
- Future Plans
Role of the Center:
Our contact center supports customers via various channels 7/24. Gives help desk service for customers and our authorized technical services, sells products and services such as additional warranty, maintenance tools for home appliances, refrigerators, dishwasher, washing machines, TV's, smartphones etc.
PT Angkasa Pura II (Persero), herein after refer to as “Angkasa Pura II” or “Company” is one of the State-Owned enterprises engaged in the airport services and airport related services in Western part of Indonesia. The establishment of Angkasa Pura II is to undertake the management and business of airport and airport-related services by optimizing the utilization of potential resources at the disposal of the Company and implement good corporate governance practices.
Role of the Center:
Our Angkasa Pura 2 contact Center managing the complaint handling, providing information and services to our airport passenger.
Nandi Satria Segara - Project Officer (Bio)
Indonesia
RECENT AWARDS
Ranked #1 in Asia Pacific 2017
Ranked #2 in the Region 2016
Ranked #1 in the Region 2015
Telkom Indonesia is the telecommunication business unit mainly focused in fixed line telephony, internet and data communications. It is also the parent company of the Telkom Group, which is engaged in a broad range of businesses that consist of telecommunication, multimedia, property and finance services. As well as opening new revenue streams for the company, Telkom’s focus on delivering IME also represents Telkom’s contribution to the economic and social development of the nation. Telkom customers are divided into Three Groups: Consumer Service Division, which handles personal customers. Business Service Division, which handles the business customers (Small, Medium, Enterprise). And the third, Corporate service division, which handles TELKOM Corporate customers. Each division has its own contact center. Contact Center.
We will be sharing our best practices which include
- Function of our Tech
- Challenge of our tech in 2016
- Idea and Tips for our challenge
- Whats new in our Tech
- Improvement for our tech in 2017
Role of the Center:
500250 is a TELKOM contact center for Business Members. It provides I-TAM (integrated Tele-Account management) 24x7, which focused on Inbound Services, Outbound Services, a Social Media Command Center and Engineering Services. The Social media command center had to integrate all social media activities related with how to reach, engage and drive loyalty from customers in social media channels (i.e. facebook and twitter). Outbound Services products. After profiling they can sell products that are needed by the customer, and also caring for their product. Our Outbound services are not just about sales, but it’s more like a Consultant. Inbound helps customers troubleshoot problems, oversee Provisioning and interference tickets, and also serves TELKOM product information and it’s registration. The last is the Engineering agent, they are a help desk that squires product activation, coordination with other backroom areas, and also maintaining the Infrastructure network for TELKOM's Business Customers.
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