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News : transcosmos Begins Offering "Omni-channel Support Service"
Tokyo, Japan, Sept 2, 2014 -- As one of the initiatives of the Omni-channel services announced on June 30, 2014, transcosmos inc will begin offering "Omni-channel Support Service" at the end of July.
This service implements the "Call Crayon" customer contact enhancement solution of INTEC Inc. with the "Oracle Service Cloud" cloud solution of Oracle Corporation Japan, which provides cross-channel customer support.
By making use of the "Omni-channel Support Service," an end user can take advantage of support websites such as FAQs right from their smartphone, and when this does not resolve their issue, they can make an inquiry directly to the contact center by simply tapping the button that is displayed on the screen. Simultaneously, the page information that was being browsed is automatically transmitted to the communicator, enabling a quicker and effective resolution to the issue.
In addition, by combining this service with the research and analysis service of transcosmos, effective analysis of the logs accumulated through calls and Web will become possible, naturally, promoting an effective utilization for the marketing activities of the client.
Posted by Veronica Silva Cusi, news correspondent
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About Transcosmos, Inc.:
Maintaining multi-channel customer support via phone, fax, web and email can be a heavy burden for a company to bear. In addition to maintaining a high quality support system that takes advantage of transcosmos' 40 years of experience in various industries and business models, we can contribute to your company by promoting rapid automation and cost reductions. Further, by adding features such as outbound calling that expands sales, we aim for major positive innovations for your marketing strategy.
Oracle’s solution for software companies enables companies to provide customer service and efficient sales operations, while helping to ensure ordering, fulfillment, and revenue recognition. With Oracle’s integrated software, companies can improve your ability to cross-sell and up-sell by centralizing customer information, as well as enhance the customer experience across all channels.
Published: Thursday, September 4, 2014