Tikal Center, a developer of business communications technologies for intelligent call center operations and services, has assisted Teleinfo Media (TMC), a provider of outsourced contact center services in Thailand, to expand its usage of the Cloud-based Tikal Call Center to maintain the service operations of its customers while its call center agents work from home under social distancing restrictions.
TMC is one of the providers of outsourced call center services in Thailand and a wholly owned subsidiary of Advanced Information Services (AIS), the largest mobile operator in Thailand.
TMC began working with the Tikal Call Center two years ago as part of a strategic executive decision to transition its outsourced call center service to the Cloud. During this time, TMC has moved many of its existing customers from a legacy system to the Tikal Call Center and now onboards all newly acquired customers to the Tikal Call Center.
This strategic decision to move its outsourced call center service to the Cloud and expand its usage of the Tikal Call Center has allowed TMC to continue providing uninterrupted and high quality service during the Coronavirus outbreak.
A majority of TMC’s staff are currently working from home. The web-based architecture of the Tikal Call Center allows TMC managers, supervisors and agents to securely access and run the system functionality, including all reporting, monitoring and call recording capabilities, from any web browser.
TMC agents that are working from home are assigned remote access from their managers and are connecting to the Tikal Call Center over a secure VPN connection. Using the Tikal Call Center softphone installed on their laptops and other mobile devices, TMC agents are continuing to receive inbound calls and make outbound calls at home or any remote location as if they were in the office.
“Our Cloud strategy has established a solid foundation for improving the call center services we provide to both our large enterprise and small business customers,” said Kamolkarn Niltasuwan, managing director of TMC.
The service operations enabled by a call center can be considered critical infrastructure for maintaining business continuity during the current work-from-home scenarios and for future social distancing requirements,” said Doron Dovrat, CEO of Tikal Center.