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IBM opens Asean contact centre

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IBM opens Asean contact centre

Enterprise software company IBM has opened an Asean regional contact centre (RCC) in Cyberjaya, states Malaysia Star.

The new facility will enable IBM Malaysia to provide post-sales and pre-sales technical support to IBM clients worldwide.

The RCC is the latest of the company's 11 regional shared-services centres and is equipped with a multilingual workforce that caters for nine languages, including Tagalog, Japanese, Korean and Thai.

Contact centres should consolidate technologies

A new study of 175 companies by research company Aberdeen has revealed that consolidation of contact centre infrastructure technologies brings about a reduction in expenses, improved up-time, and helps organisations to acquire best-in-class status, says IT Wales.

Working in association with Altitude Software, a provider of contact centre applications, Aberdeen found that companies can attain consolidation by encouraging standardisation, training, vendor management and virtualisation, all of which are critical to the success of the contact centre

It also indicated that successful consolidation leads to better management of contact centre resources, something that in turn leads to higher levels of customer support and flexibility.

Phone service lures deaf interpreters

According to Vancouver Sun, a US-based service helping deaf people with telephone communication is contributing to a critical shortage of sign language interpreters in BC because it offers better pay and flexible hours, the president of a BC interpreters group says.

The new technology, called video relay service, allows individuals who are deaf or hard of hearing to contact an operator through a videophone hooked up to the Internet.

Operators are sign-language interpreters, so they can communicate with the deaf person and then relay the conversation to a third party over the phone.

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