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News : Tokopedia Care Bags 10 Awards at 2022 Contact Center World

#contactcenterworld, @tokopedia

Jakarta, Indonesia, Dec 13, 2022 -- Tokopedia Care, a customer service center of the Indonesian marketplace provider Tokopedia, recently bagged ten awards —encompassing nine gold and one silver— at the 2022 Contact Center World competition.

This marked the fourth year that Tokopedia Care entered and won big at the annual event.

The nine gold medals that Tokopedia had taken home included categories such as technology innovation (internal solution), organizational customer experience (CX), and use of self-service technology, customer service professionals, best supervisors, to name a few. As well as the VIP team category, social media use, customer service management, as well as workforce planning.

Tokopedia Care won silver in the best customer service category.

For the past four years, Tokopedia has always competed in the "Best Use of Self-Service Technology" category. Tokopedia said in a press statement that this aligned with Tokopedia Care’s commitment to improving its CX quality with artificial intelligence or AI-powered digital services which can answer all customer inquiries in a flash.

Tokopedia also attributed the gold medal in organizational CX to its consistent efforts in improving its services.

"This shows that as more companies embrace customer experience, Tokopedia’s CX innovations have given a positive impact on the company, users, and the Indonesian customer service industry through various efforts in meeting the users’ expectations, building their trust and becoming emotionally connected with them," said Rudy Dalimunthe, SVP of Sales, Operations, and Product, Tokopedia.

Tokopedia Care is one of the 2022 Contact Center World dream teams. This makes it the only e-commerce company to be on the list joined by big names such as BCA, HSBC, Pertamina, Multichoice, ONQ. The Dream Team award recognizes the company’s investment in training, education, and career plans to help its staff flourish.

Tokopedia Care this time had to go against more than 30 companies from Europe, the Middle East and Africa (EMEA), and the Americas.

In July, Tokopedia won 21 medals —14 gold, six silver, and one bronze— in the Asia-Pacific-level edition of the competition.

At Contact Center World, Tokopedia Care is not only competing with business giants across the globe. But they also find many insights by benchmarking with other contact center practitioners. Tokopedia said that this aligned with its "DNA", namely the "growth mindset'' and "focus on consumer". "These pillars encourage the company to continue to innovate and improve its services to deliver the best customer experience," Rudy said.

Tokopedia created Tokopedia Care to assist users —be they sellers or buyers— in case they have any inquiries.

"Tokopedia Care serves as the first layer to make sure that our customers are satisfied, feel helped, and also receive the best experience be it from both a business or service standpoint," Rudy added.

This will help measure if businesses have gained customers’ trust and whether they would make a transaction again or even promote the business.

About ContactCenterWorld
ContactCenterWorld.com, established in 1999, is the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint (members in over 200 countries) and supports 205,000 personal members from enterprises of all sizes with ideas, information and opportunities including best practice awards, conferences and certification programs. Personal membership is free.

#contactcenterworld, @tokopedia

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


About Tokopedia:
Company LogoTokopedia is an Indonesian technology company with a mission to democratize commerce through technology.
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About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Monitor All Channels

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

Published: Wednesday, December 14, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Artificial Intelligence

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
eGain Corporation

eGain Knowledge+AI
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

4.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

5.) 
MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

6.) 
Vads

VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.

VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.


Benefits :
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer

7.) 
Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions

8.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its AI based bots helps organizations in manpower optimization & elevating the customer experience . With NLP & NLU (natural language processing & understanding), our bots can do intent mapping & take the customer service to new heights. If need be the conversation with virtual agent can be transferred to a human agent for omni-channel customer experience.

9.) 
Teneo AI

Openquestion
OpenQuestion revolutionizes customer experience and operational efficiency by automating first response when customers call your contact center. Designed for platform independence, connect to existing technology infrastructure no matter how your call center tech stack is designed. Utilizing advanced AI techniques, a patented Teneo Linguistic Modeling Language (TLML), and integrated conversational context to evaluate and understand what customers need, evaluate sentences, recognize word patterns, and clearly identify caller needs.

This functionality interprets caller intent and swiftly routes customer calls to the most suitable agent, providing details of the request before the agent picks up. Additionally, automation can be added to handle customer queries without human intervention.

10.) 
virtualQ

virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
 

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