Contact Center platform manager
Advanced Contact Center Co.,Ltd. (Thailand)
10 years experience in Business solution area of Call Center Technology, e.g. Interactive Voice Response, Recording & Monitoring System, Speech Recognition System etc. His expertise and main responsibility cover designing of IVR & ATSR Call Flow/Dialog Flow, Self Service design, Management of Recording solution and Designing and finding solution to support user request. The main purpose is to encourage an efficiency and effectiveness of call center performance by the best optimization of Call Center Technology as well as balancing in cost, quality and time of solution implementation. Some of preceding achievement is as follow: o ACC Thai Speech Recognition: Work as a Co-Project Owner to implement Speech recognition self service firstly for telecom customer in Thailand, e.g. Change promotion service, Calling melody service, IDD/IR Rate information service etc. Since it is a new technology, the project challenge is how the speech engine and its linguistic are designed closely to human-like interaction which customers able to understand and communicate with the system in order to complete the service. o IVR Self Service: Business Solution Lead for designing of IVR Self Service Call Flow based on business requirement in order to reduce transaction call to agent and manage service call routing efficiency by call types.
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