#contactcenterworld, @rakutenus, @Frost_Sullivan
Singapore, Feb. 16, 2021 -- Based on its recent analysis of the Japanese contact center market, Frost & Sullivan announced that it has recognized Rakuten Communications with the 2021 Contact Center Customer Value Leadership Award. Rakuten Communications' versatile 'Rakuten Connect Storm' platform enables contact centers to meet the specific demands of customers in the Asia-Pacific region by accomodating different customer preferences and integrations. Rakuten Communications has experience in incorporating technologies in its portfolio, eliminating the complexities inherent in using new technology and delivering value to users.
"Rakuten Communications has also adopted an agile approach to onboarding several of its internal business units into true-cloud, contact center-as-a-service. With its augmented value proposition, partnerships, and deep experience, Rakuten Communications is expected to continue leading the Japanese contact center market in the long term," said Krishna Baidya, Head of Customer Contact Research, ICT Practice Asia-Pacific, Frost & Sullivan.
"Rakuten Communications's flexible technology stack presents an omnichannel experience to customers. Over the years, the company has become a reliable one-stop service partner, combining its cloud-based contact center systems and communications services," said Krishna Baidya, Head of Customer Contact Research, ICT Practice Asia-Pacific, Frost & Sullivan. "It plays an active role in clients' customer service/branding strategy, right from designing the contact framework, implementing intelligent routing, and managing/analyzing incoming calls to conducting customer satisfaction surveys and text mining according to clients' requests."
"The Storm platform has been deployed with Rakuten Communications' AI interactive voice response (IVR) system, automating inquiries and utilizing market-leading technology to innovate the platform's QA and QM to cover a variety of workforce optimization features. Rakuten Communications has also adopted an agile approach to onboarding several of its internal business units into true-cloud, contact center-as-a-service," noted Baidya. "With its augmented value proposition, partnerships, and deep experience, Rakuten Communications is expected to continue leading the Japanese contact center market in the long term."
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers, with a focus on improving the return on the investment that customers make in its services or products. The award recognizes the company's unique focus on augmenting the value that its customers receive, beyond simply good customer service, leading to improved customer retention and customer base expansion.
Veronica Silva Cusi, news correspondent
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Thursday, February 18, 2021
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