NEWS

Samsung works with Touchbase to ensure that AIC delivers the ultimate customer experience - 1 March 2006

ASIA - Samsung engaged Touchbase to assist as they embarked on a large scale roll out of Avaya™ Interaction Center (AIC) globally. AIC is an integrated multimedia contact center solution that routes, manages, records, and reports on customer interactions across a variety of communication channels - including Web, e-mail, and advanced telephony systems to help your business manage high volumes of customer transactions, gain business value from all relevant customer information, and deliver consistent and integrated customer service.
 
Samsung partnered with Touchbase to ensure the solution would deliver absolute consistency across all communication channels by using common workflows and business rules, shared customer profile information, common sales strategies, and consolidated operational and management reporting. Samsung fully understands the way in which technology can provide a consistent, positive contact experience that can strengthen customer loyalty.

Touchbase worked with Samsung throughout last year to roll out AIC across Asia, including sites in Jakarta (Indonesia) and Manila (The Philippines), and a number of sites across India and Malaysia. Finally towards the end of the year, Touchbase worked with Samsung to roll out AIC across Australia and then to integrate all sites with the existing SAP system. Touchbase and Samsung approached this project with a long term strategy and it was Touchbase's ability to deliver globally, that has ensured that this is only the start of an exciting and far reaching partnership. 2006 sees Touchbase and Samsung embark upon the next stage of the global AIC roll out covering South America and Europe. Samsung has become a truly global client for Touchbase and is already benefiting from our consistent delivery.

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