Distribution company Meritor has opened a new ASEAN Aftermarket Distribution and Customer Service Center in Singapore.
The Singapore facility is another expansion of the company's aftermarket footprint, by which commercial vehicle customers are serviced and supplied by a growing footprint of aftermarket distribution centers. Other facilities have opened recently in India, China and Australia that will all be managed by the Singapore headquarters.
The facility is also an integral part of the company's recent launch into an aftermarket-based, third-party multiple logistics business called Meritor Logistics, which offers customer support, core consolidation, remanufacturing and consulting services, as well as packaging and kitting, material planning, warehousing, distribution.
Software vendor IPscape has won Frost and Sullivan's Australia Cloud Contact Centre of the Year Award.
The award follows the public cloud provider's recognition by Deloitte's 2013 Fast 50 program as one of Australia's fastest growing companies. IPscape chief executive Simon Burke said both awards provide independent recognition of IPscape's growing leadership position in the public cloud market.
"In the Australian market we see an increasing demand from both SME and Enterprise businesses for public cloud solutions which is driven by a greater understanding of the benefits that can be delivered," he said. According to IPscape, the demand for cloud contact centre solutions was accelerating in Asia as multi-national and local enterprises looked to provide more agile customer service solutions in high growth markets.
US-based outsourcer Arkadin has opened its latest Global Customer Services operation in Kuala Lumpur.
The new center provides 24/7 global after-hours client care for Arkadin's businesses in Asia, Europe, North America and Latin America. "Our Local+LocalGlobal service program, which has client care teams providing operator assistance in 18 languages in close proximity to our customers, continues to be our primary support strategy," said Arkadin's Frederic Athenosy. "This central hub for managing after-hours care ensures we deliver on our promise of a consistent high level of service to all of our global customers at any time of day."
Malaysia was selected following a study of countries to determine the optimum location for the center. Its proximity to central Asia, Arkadin's fastest growing global region, offered significant advantages due to its robust business infrastructure, and the ease with which the local technical support professionals speak Western and Asian languages.
Supervisory application helps contact centres improve quality assurance by giving managers untethered access to information.
Sydney, 25 October 2013- Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has released its mobile Interaction Supervisor iPad Edition
The application runs on an iPad or iPad mini giving contact centre supervisors and managers greater mobility for improved quality assurance.
"Plain and simple, contact centre managers are more effective when they're on the floor, visible, and accessible to agents," said Interactive Intelligence Chief Marketing Officer Joe Staples. "However, the challenge has been that once out of his or her office, managers lose visibility into statistics needed to do the job. We designed Interaction Supervisor iPad Edition™ to help supervisors react more quickly to agent and customer issues wherever and whenever. Faster decision-making based on detailed, real-time statistics means organisations can further improve their customers' experience – and that's what we're all about."
Interaction Supervisor iPad Edition™ is part of the company's all-in-one IP communications software suite, Customer Interaction Center
Interaction Supervisor iPad Edition™ is available immediately and is offered through the Interactive Intelligence channel of more than 350 global resellers, and through the company's direct sales team.
For more information, visit http://www.inin.com/solutions/Pages/Interaction-Supervisor-iPad-Edition.aspx.
Game-changing product evolution delivers powerful new benefits and market opportunities
Melbourne, AU; Burlington US; Leeds, UK – 4 December 2013 – Panviva today announced the introduction of SupportPoint Cloud, the next generation of its flagship software product, SupportPoint. SupportPoint Cloud is a true cloud platform, built on open standards and providing all the best advantages of cloud technology - including flexibility of deployment, scalability, reduced costs of administration and ownership, and ease of integration with other systems.
SupportPoint is a business process guidance system that simplifies tasks for online workers in highly complex business environments. It provides role-specific, step-by-step navigation and moment-of-need answers for people working through procedures that require a high degree of accuracy, speed, compliance and customer satisfaction.
According to Panviva CIO Ben Cordeiro, "This next-generation software retains the functionality of the original product in a true ‘cloud-by-design' solution. We have re-engineered our software from the mechanical level all the way to the user interface, enabling us to embed cloud design principles at the core of our product's architecture. In doing so we've created a solution that's truly future-proof, leveraging the best of contemporary system design thinking and technologies, allowing SupportPoint to rapidly align with shifting market demands and deliver significant business benefits to both our onpremise and cloud customers for many years to come."
Major New Benefits of SupportPoint Cloud
Flexible deployment and reduced Total Cost of OwnershipSupportPoint Cloud uses only Internet-based technology on the desktop and requires nothing further to be installed. For companies accustomed to dealing with cumbersome desktop installs this represents enormous savings in IT administrative costs, time to deployment and business disruptions from system upgrade projects.
Supporting customer self-service
SupportPoint Cloud's added flexibility also opens up new opportunities to deliver some, or all, of the same information to customers and partners on the other side of the firewall, providing a knowledge management system that can also support customer self-service environments.
Modular and Scalable
SupportPoint Cloud's architecture enables enterprise-level scalability to deliver a high availability solution today, that will continuously evolve towards dynamic scalability. The modular design also allows for quicker innovation and user adoption, with new or enhanced functionality being easily added as an extra module, without customers having to upgrade the whole system.
More buying choices
Customers have the option of buying however they wish. If a customer needs an additional 50 user seats tomorrow for a period of just a few months, SupportPoint Cloud can make them available affordably and instantly.
SupportPoint Cloud interoperates with virtually any other application though its new API platform and the introduction of an Enterprise Service Bus as a core design element. Panviva's new connector platform includes pre-built connectors that will make it easy to integrate SupportPoint with other products and standards such as SharePoint, Documentum, HL7, CMIS, MS Dynamics CRM, Salesforce and Zendesk.
Employing HTML 5, SupportPoint Cloud can display its content on any browser-enabled device. The user interface has evolved to fully support new design standards and navigation modes made popular by the rapid migration to mobile devices, such as smart phones and tablets. "SupportPoint Cloud is a turning point for Panviva and the Business Process Guidance market generally," said Ted Gannan, Panviva's CEO and Co-Founder. "It will put Panviva at the forefront, and enable us to quickly and continuously deliver innovation that helps our customers deliver better service at lower cost and higher levels of compliance. It is a game-changer."
SupportPoint Cloud is available immediately.