Thai Network Improves Customer Care Routing

Convergys Corporation has announced an agreement to provide customer care services to the Thailand based, Advanced Info Service (AIS). The complete Convergys solution will provide AIS with the flexibility to route customers to the appropriate customer support representative based on customer value and preferences, resulting in greater efficiency and more effective call handling.

This will be accomplished through Convergys' support of AIS' computer telephony integration (CTI), development, and implementation. Convergys will manage the installation of new hardware - including the private branch exchange, automatic call distributor, and call management system - and the integration of CTI software for AIS.

"Convergys' deep expertise in managing contact centers throughout the world and the company's vast experience in the wireless industry make it the perfect candidate to manage AIS' CTI project," said Vilasinee Puddhikarant, AIS Managing Director of Advanced Contact Centers. "In managing the successful operations of its 64 contact centers, Convergys uses the same CTI solution that it will provide for AIS, so we have the utmost confidence in Convergys' proven and time-tested solution."

This is not the first time AIS and Convergys have collaborated. In January of 2002, Convergys announced that AIS would license Convergys' Infinys software to support all of AIS' telecommunications products and services. Under that contract, Convergys software is billing AIS' post-paid base of nearly 2 million subscribers."

Posted to the site on 27th January 2005