Quality Connex Implemented Solution Helps Roojai Win Best Contact Centre Software Award in Thailand’s Emerging Contact Centre Space
Announcement posted by Quality Connex 17 Oct 2018
SYDNEY, AUSTRALIA, October 17, 2018— Quality Connex were the implementation partner of Vocalcom software for the winners of the Best Contact Centre Software Award at the Thai Contact Centre Trade Association (TCCTA) Awards. The company that received the award, Roojai.com is a leading insurtech startup in Thailand and has experienced huge growth in the past 2 years.
Pictured: Nicolas Faquet, Founder and CEO of Roojai.com at the TCCTA Awards
“With Vocalcom native CTI integration to Salesforce, Roojai customer service agents were able to gain stronger efficiency in handling customer enquiries. It’s great to have Quality Connex as our chosen local partner to drive innovation and improve the customer experience for our Thailand based customers.” Says Nicolas Faquet, CEO and Founder of Roojai.com of the partnership.
Quality Connex deployed a native Salesforce contact centre solution for Roojai last March, using local telephony infrastructure connected to a Thailand-based Telco. Quality Connex have boosted Roojai’s operations by providing new Computer Telephony Integration (CTI) which was designed specifically to mitigate inefficiencies geographically-challenging locale. Together they have championed the first and only contact centre solution of its kind in Thailand.
Thailand has connectivity challenges particularly in establishing reliable transmissions of voice and multimedia content over the internet. Delays and low quality connections are common, so Quality Connex designed and developed a system that would alleviate these issues and ensure a better overall customer experience.
At the TCCTA Awards Roojai claimed 15 Awards; including Best Contact Centre of the Year, and Best Professional Management for a Contact Centre.
In regard to this news, Sarel Roets,Quality Connex CTO made the following statement:
“Roojai are fast becoming the gold standard for innovation and service excellence in the Thai contact centre space. Winning an impressive 15 awards at the TCCTA Awards for their software and operations is a testament to their agile approach and willingness to push the boundaries of innovation. We are proud to have been a part of this and are looking forward to helping Roojai as they look to further leverage their investment in Vocalcom and Salesforce software to improve how they interact with their customers."
Before Quality Connex devised Roojai’s new Contact Centre Platform (CCP), there was limited integration between their agents’ interface and customer data. With a native to Salesforce solution now deployed, access to data contained within their CRM is made immediately available to the contact centre software providing for a more informed and efficient conversation with their customers. Using this data to make more intelligent routing decisions allows Roojai time and energy to put into improving their customer’s experience; rather than on day-to-day platform management.