Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
61
MEMBER
Mohammed Albadrani
Security System Coordinator
5
MEMBER
Ben Oxford
Head of Digital Crisis Support Services
251
MEMBER
Sam Zuccarello
KPI Manager, Human Resources
227

Case Studies : Asia Risk Technologies (ART)

Asia Risk Technologies (ART) is an outsource services provider for the financial services sector with operations in Singapore, Hong Kong and Japan.

The financial services sector in Asia, and in particular the insurance industry, is in the midst of a period of radical and permanent change. Convergence, consolidation and the rise of new and alternative distribution channels are driving business strategy, with the ever-increasing demands of delivering industry best practice and ensuring attainment of internationally recognised corporate compliance standards.


The Challenge

As one component of a comprehensive Business Process Outsourcing (BPO) offering ART provides a number of callcentre- based services. ART targeted Japan to develop the call centre offering and expand the business with value add services to customers including:

  • Direct Marketing / Telemarketing Sales Support
  • Campaign Management
  • Full Cycle Policy Administration
  • First Loss Response
  • Claims Processing
  • Data Collection / Segmentation


The Solution
In 2005 Asia Risk Technologies searched the market for a new call centre infrastructure to support its customers and their contact management requirements. After extensive research ART selected the rostrvm call centre platform from Rostrvm Solutions.

Following a short period of training at Rostrvm Solutions’ premises in the UK, Asia Risk Technologies’ IT team integrated the call centre application with ART’s in-housedeveloped CRM system and deployed the combined solution in Japan. The rostrvm call centre was implemented on an off-the shelf Cisco, Microsoft Windows and Voiceover-IP infrastructure.

"Our needs are unusual and challenging,both technically and commercially" commented Graham Clark, Chief Executive, Asia Risk Technologies. "Each of our customers places unique demands on our business; technically we need a call centre with functionality that can be changed quickly. The rostrvm Invex Voice-over-IP architecture is a perfect technology fit that we can adapt to each customer situation. For example, a key issue in Japan is voice sensitivity. Consumers in Tokyo don’t necessarily feel comfortable buying from people with a Nagoya or Osaka accent,that’s how sensitive customers can be."

"The rostrvm Invex Voice-over-IP architecture gives us the ability to offer a distributed call centre function with small specialist centres in a different number of places. It’s a smart product giving us and our customers the flexibility to manage and support current requirements with the option to change the operating model quickly when the need arises."

Clark continued "The commercial model is also very important. In the fast-moving Asian financial services market our clients’ needs change rapidly. This means that our call centre volume and application requirements can vary from month-tomonth. Rostrvm’s flexible commercial model gives us the edge in this area."


The Results

rostrvm’s pay-for-use commercial model gives us the flexibility of matching costs to revenue with the security and control provided by having the equipment installed on our premises. The reality of business today is that strategies and business needs change quickly requiring a truly flexible approach to any form of business partnership. Rostrvm and ART have approached the call centre project on a professional partnership basis with open communication, laying the foundations for a mutually successful venture."

ART has built upon the technology foundations to offer a range of service models to its clients incorporating:

  • An Application Service Provider (ASP) model providing full time call centre services for some customers and out of-normal-hours complementary services to others.
  • A transaction-based model to match the market’s unit-cost focus.
  • A value-add model delivering services such as telemarketing support.

Graham Clark concluded "As with any responsive business model in today’s market, it is vital for us to seize an opportunity and adapt to the change required for a business to flourish. The structure of our organisation has to be adaptable and it is crucial that the technology infrastructure that we operate reflects the same ability to move quickly to take advantage of any opportunities. The rostrvm product is ideally suited for that environment. In the many different aspects of Asia Risk Technologies’ growth, rostrvm will enhance our speed to market; it’s one of the areas we don’t have to worry about as we are confident that it will continue to grow with us."


Today's Tip of the Day - Language Options

Read today's tip or listen to it on podcast.

Published: Thursday, August 21, 2008

Printer Friendly Version Printer friendly version

2024 Buyers Guide Omnichannel

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Alvaria

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.

3.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)

6.) 
Ivonesia Solusi Data

Sociomile
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

7.) 
Vads

VADS Omnichannel Solutions
Omni Channel is a cross-channel business model and content strategy that companies use to improve their user experience. Omnichannel is an integrated way of thinking about people’s relationships with organisations. Rather than working in parallel, communication channels are designed to cooperate and build a coherent, evolving, cross-channel experience.

Omni Channel supersedes multichannel and includes channels such as physical locations, FAQ webpages, social media, live web chats, mobile applications and telephone communication Companies that use omnichannel contend that a customer values the ability to be in contact with a company through multiple avenues at the same time.


Benefits ...
(read more)

8.) 
Trust Business Partners LLP

Customer Interaction Automation
Delivering Ai -powered process automation and digital engagement tools. Onto existing technology stack as well as part of a total suite of offerings including Omnichannel contact centre. We work through partners who can add services and bespoke solutions.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5421 
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5729 
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 698 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =