eGlobalcallsolutions expands in Vietnam
HO CHI MINH CITY - eGlobalcallsolutions (eGCS), a provider of contact center solutions, has just completed the first phase of its new contact center in Vietnam. Offering 100 agent seats and with room to grow to 350 seats, eGCS is poised to take on new clients.
While India has gotten much of the attention in the contact center world, eGCS desired a more western culture and language skillset for its clients. eGCS services its customers with college graduates who have excellent multiple language skills, an enviable work ethic and employer loyalty, and who are supported by a strong technical infrastructure.
The new building in the Quang Trung Software City features uninterruptible power supply, state of the art telephony including fiber optic network connections, TDM and VoIP telephone for the highest quality voice services, and proprietary Integrated Agent Desktop software. With its proprietary Web Service Proxy, integration to customers' CRM is seamless with typical integrations completed in three to five days.
Contact center services in the United States are suffering from decreasing quality while costs continue to climb. eGCS's customers seek precisely the opposite.
eGCS provides high quality multiple language support (English, Cantonese, Mandarin and Vietnamese) services to the North American market including customer support, help desk, level one and two technical support, and interactive web support at modest cost. eGCS's base in Vietnam enables a better experience for the clients' customers while reducing costs by 25%.
Technology is the key to this transition from domestic call center to international contact center. An in-house support and development team that manages the wholly owned voice and data network and customizes solutions for each client is a key differentiator for eGCS. The eGCS team of experts is managing the technological shift from traditional TDM voice to VoIP which is also critical to maintaining voice quality and service levels. eGCS also features its own live chat for interactive support of clients' web customers.
International Data Corp. has predicted that the Asia/Pacific contact center services market will continue to grow at a compounded annual growth rate of 26 percent reaching over US$4B by 2005. eGCS, a $2M company today, expects nearly 100% CAGR for the next 2 years.
eGCS is a division of eGlobalcall Networks, Inc., a privately-held international carrier headquartered in San Jose, California. www.eglobalcallsolutions.com
Business Wire - March 30, 2004.
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