The contact centre platform powered by AI that revolutionises customer service procedures.
Commerce Access Sdn. Bhd. (CASB), a renowned Business Process Outsourcing (BPO) company, and Digital Paper Sdn. Bhd. (DPSB), a cloud solution service provider, have joined forces to launch Talkdesk, a leading Contact Centre as a Service (CCaaS) platform, in Malaysia. This strategic alliance aims to satisfy the growing demand for cutting-edge contact centre solutions that improve operational efficiency and deliver unparalleled customer satisfaction.
Four years in a row, Talkdesk has been recognised as a leader in the Gartner® Magic Quadrant™ for CCaaS, and it has also garnered a spot on the Forbes Cloud 100 list. This cloud-based platform, powered by cutting-edge AI technology, enables businesses to offer intuitive user experiences and seamless interactions across multiple communication channels.
By implementing this cutting-edge solution, businesses can provide exceptional customer experiences without the need for expensive hardware investments and in a shorter amount of time. Observe AI reports that contact centres prioritise KPIs centred on customer experience (55%) and customer satisfaction (58%) scores. Global companies are investing heavily in contact centre software, with over $24 billion already spent and additional expenditures anticipated.
Vice President of CASB Afidah Kamarudin was enthusiastic about the partnership, stating, “We are delighted to announce our collaboration with Talkdesk and DPSB, which will allow us to provide a complete solution that combines exceptional services with the latest in technology. The industry-leading CCaaS platform from Talkdesk flawlessly complements our dedication to fostering significant business growth for our clients. Together, we seek a partnership based on mutual trust and benefits.”
Rickie Liew, managing director of DPSB, was also enthusiastic about the partnership, stating, “We are ecstatic to be working with a reputable corporation like CASB. It enables us to expand our presence in Malaysia and allows more companies the chance to leverage the strength of our advanced CCaaS platform.”
As businesses place a greater emphasis on enhancing the customer experience, contact centres play a crucial role in influencing how businesses engage with customers. From 2016 to 2023, the contact centre applications market in Malaysia is projected to grow at a compound annual growth rate (CAGR) of 1.5%, highlighting the importance of these platforms for modern business interactions.
Please visit www.casb.com.my or contact Commerce Access Sdn. Bhd. for more information regarding Talkdesk’s CCaaS platform.
(From Left to Right) Putri Nurul Ida Yahya, Director of Commerce Access Sdn. Bhd, Afidah Kamaruddin Vice President of Commerce Access Sdn. Bhd, Rickie Liew, Managing Director of Digital Paper Sdn. Bhd, & Chris Borg, Senior Channel Manager, APAC of Talkdesk
