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| 2001.09.21 |
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First VoIP-intensive Virtual Contact Center established in Japan,
VoIP Contact Center Solution enables effective business management
NTT COMWARE CORPORATION (hereinafter, NTT COMWARE, Head Office: Minato-ku, Tokyo, President: Yuji Matsuo) has established Japan's first VoIP-intensive Virtual Contact Center, connecting a remotely-administered satellite contact center leveraging the multichannel Contact Center Solution which integrates diverse customer contact channels including voice communications, e-mail, Website and IP network applications.
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Background
Voice communications had been the mainstay of customer support centers, especially for mail-order sales. The diffusion of the Internet has opened a variety of new customer support channels, such as e-mail and Websites, and so it is not feasible to invest in separate facilities and systems for each channel. Maximizing the use of limited office space and the efficient administration of human resources requires distributed contact systems, including satellite centers or home-based operations instead of a single, centralized contact point at a given location (e.g., an office). Meeting this challenge, however, has been hampered by difficulties in the training and administration of human resources as well as communications costs.
A virtual contact center is designed to redistribute customer communications received by a main center to satellite centers. The virtual center allows client companies to efficiently manage business activities by connecting main and satellite centers via a VoIP intranet, which helps reduce facility investment and telecommunications costs, while maximizing the use of resources.
Facilities Investment Advantages:
(1) A satellite center requires only network devices, personal computers, and IP telephones.
(2) A 100-person center can be established at a cost 30% lower than a conventional center.
(3) A 100-person center can be established in about one month, in contrast to the two to three months required to set up a conventional center.
Center Operations Advantages:
(1) Eliminates operator commuting costs.
(2) Utilization of satellites eliminates the need to reserve large office spaces.
(3) Higher skilled engineers can be supported via satellite communications.
*The technical advances of this communications revolution enables operators to work from home, thereby reducing administrative costs.
In addition, NTT COMWARE's VoIP remote conference system, Video Conference System, costs far less than existing TV conference systems, and allows previously centralized operator training courses to be distributed over real-time video with related materials shared between main and satellite centers.
NTT Dynamic Telema Corporation (hereinafter, NTT Dynamic Telema, Head Office: Kita-ku, Osaka-shi, Osaka, President: Yoshihiro Matsumura), a telemarketing enterprise, has established an NTT COMWARE Virtual Contact Center as a contact center solution, marking the first construction and delivery of an NTT COMWARE Virtual Contact Center. NTT Dynamic Telema will launch an outsourcing business in October, utilizing the system constructed within NTT Dynamic Telema buildings in Tokyo and Osaka.
NTT COMWARE has gained success and expertise from establishing an IP network with VoIP technology, which connects 29 branch offices in Japan and overseas, reducing costs by nearly 70%. The Company will continue to actively pursue optimal, total solutions for customer needs, from design and construction through maintenance and operations of Contact Center Solutions for telemarketing firms, financial and securities companies, life and non-life insurance firms, as well as the communications, media, mail order, and manufacturing industries. NTT COMWARE has set a sales target of ¥1 billion for the first year.
For futher information, please contact:
NTT COMWARE Public Relations: Takahashi, Chatani, Akakura
Tel: 03-5463-5779
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