Teleinfo Media Call Centers Now Cloud-based

Teleinfo Media (TMC (News - Alert)), a contact center service provider based in Thailand, has announced its call centers have moved to the cloud. The new cloud-based Tikal Call Center is a push to ensure businesses can maintain quality customer care - regardless of where their agents are located.

As the Coronavirus pandemic has shifted the workforce to remote work, one area that continues to demand quality and uptime is the call center. While there are technologies in place to assist live callers with queries, oftentimes, the ability to connect to an actual agent for help can be incredibly important for a brand’s reputation and bottom line.

Together with business communications technology developer Tikal Center, Teleinfo was able to transition it’s outsourced call center operations to the cloud. This provides full, secure access from any Internet browser.

Many businesses are not only embracing agents who work from home to staff their operations and maintain productivity during COVID-19, but they are also beginning to consider a permanent move to the set-up going forward.

Future call centers staffed with remote agents located across the globe and offering a plethora of experience and capabilities for customer care are part of the survival plans for many companies it seems.

Even beyond social distancing mandates, the ability to easily respond to customers without any delays or disruptions is a major win for the cloud.

By simply connecting through a Web browser and secure VPN, remote agents and call center managers have access to call center reporting details, call monitoring, and recording - all in real-time. Agents can use the Tikal Call Center softphone on their devices and make and receive calls as well as transfer them to mobile devices with a strong signal, and not have to worry about losing call quality. 

“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. “Tikal is a key partner in the success of delivering our services from the Cloud and strengthening our leadership position in the market for outsourced call center services, even in the current situation of the Covid-19 crisis.”

Edited by Maurice Nagle