Createlcom: Transforming Contact Center Experience

Rungfar Siribunchawan, MD

Not long ago, the contact center was all about a team of employees engaged in phone calls answering customers’ queries and solving their issues. However, with changing market trends, this industry has also undergone a paradigm shift. The contact center is now no longer only focused on phone calls but has also started working towards extending customer engagement by presenting different experiences that integrate the human touch with digital channels, like web chat, mobile, video, and social media. Createlcom along with its team consisting of certified engineers, project managers, and technicians is leading the way in the contact center space by offering an end-to-end approach to manage deeper customer relationships through modern omnichannel solutions.

The company has partnered with some of the powerful market leaders, like Cisco, who help it to meet the contact center expectations of its clients in the most holistic way. “We chose Cisco because it is in the market for more than 20 years, and it is expert in network infrastructure and has some excellent contact center solutions,” explains Rungfar Siribunchawan, Managing Director of Createlcom. The Thailand-based company leverages Cisco’s partnership to incorporate all the required front-end technologies to remain up-to-date with the dynamic market.

With Cisco contact center solution, Createlcom offers its clients vital functions and applications that enable them to cater to the customers’ needs using multichannel contact routing with different applications like web chat, inbound calls, video calls, and social media customer care. In addition to that, the Cisco solution also provides some important features, such as Cisco finesse desktop–a next-generation desktop that does not require any side installations as everything comes with the 100 percent web 2.0 based platforms. Another specification is computer telephony integration (CTI) that offers a network-to-desktop integration strategy even at individual agent workstations, which helps businesses to deliver a wide range of applications and give options to choose the right solutions as per their requirements. The interactive voice response (IVR) and self-service features assist the contact center in enhancing efficiency and increasing customer satisfaction while reducing extra expenditures.

Other offerings from Createlcom in collaboration with Cisco are Cisco Webex and Cisco Spark. Cisco Webex enables its users to connect with anyone from any part of the world in real time while Cisco Spark, the video conferencing solution, can be integrated with enterprise-class systems to enhance security of connections.

Createlcom aims to offer the best solutions for its clients and for this the firm intends to integrate new technologies into its offerings to make them better. The company is further developing a new social platform capable of capturing information from various social media channels. “Omni-channel customer engagements will be the future of contact center. We are committed to help our clients realize this future,” says Rungfar. On the geographical front, the company is looking forward to expand its territory in the Myanmar market and other advanced developing countries (ADC).