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News : Indosat Ooredoo Hutchison and Google Cloud Deepen Strategic Alliance

#contactcenterworld, @googlecloud

Jakarta, Indonesia, June 14, 2024 – Indosat Ooredoo Hutchison ("Indosat" or "IOH") and Google Cloud announced the expansion of their long-term strategic alliance, aimed at accelerating Indosat’s transformation from telco to AI Native TechCo. This collaboration will combine Indosat’s network, operational, and customer datasets with Google Cloud's unified AI stack to deliver experiences to Indosat customers, as well as enterprise-grade AI and generative AI (GenAI) solutions for businesses across Indonesia.

Under this alliance, the companies’ joint innovation initiatives will therefore be focused on creating tailored AI and GenAI solutions to address unique opportunities and challenges in the Indonesian market.

In addition to implementing these solutions across Indosat’s business operations, Indosat and Google Cloud will also explore joint go-to-market initiatives to empower Indonesia’s digital ecosystem. They will look to provide micro, small, and medium enterprises (MSME), startups, enterprises, and public sector organizations with access to these solutions, alongside Google Cloud’s AI-optimized infrastructure, unified data platform, and unified AI development platform.

Vikram Sinha, President Director and Chief Executive Officer, Indosat Ooredoo Hutchison, said: "As Indonesia steps into the digital era, we remain committed to Indosat’s larger purpose of empowering Indonesia by providing businesses and individuals with the essential tools and technologies needed for success. Our collaboration with Google Cloud is not just a pivotal milestone for Indosat, but also a significant stride in our mission to transform into an AI Native TechCo. Together, we will harness the full potential of cloud and AI to drive innovation, create new opportunities, and propel Indonesia's digital economy forward."

Karan Bajwa, Vice President, Asia Pacific, Google Cloud, said: "Indosat's early adoption of cloud-native architectures and an AI-ready data analytics platform exemplifies its forward-thinking approach. This strong foundation, established through our collaboration from 2021, is now enabling Indosat to pursue a wide range of high-value ML and GenAI use cases at scale—and we’re excited by the possibilities. These initiatives will not only demonstrate the transformative power of AI in telecommunications, but also serve as a blueprint for other sectors seeking to harness this technology to drive growth and nationwide impact."

#contactcenterworld, @googlecloud

Posted by Veronica Silva Cusi, news correspondent
Source: https://ioh.co.id

About Google Cloud:
Google Cloud accelerates every organization's ability to digitally transform its business. We deliver enterprise-grade solutions that leverage Google's technology. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

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2024 Buyers Guide
Get Listed
Workforce Management

1.)

Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.)

Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.)

Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

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.)

MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

6.)

Pointel

Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

7.)	Vads VADS Workforce Management VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.