One To One Contacts ranked the 1st position in contact center business, receiving Best Contact Center Award in Asia for seven consecutive years.
The company plans to become a fully contact center service provider for Digital Customer Management Solutions, targeting to grow by 20 per cent this year. The company will also penetrate New Service and New Market to generate continuous income and offer more alternatives to customers.
Mrs. Sukanya Vanichjakvong, the Chairman of Executive of One To One Contacts Plc. (OTO), a fully outsourced contact center service provider, said the company was received 2019 Thailand Outsourced Contact Center Service Provider of the Year from 2019 Frost & Sullivan Thailand Excellence Awards held in Malaysia.
The award was given by a world-class consulting and research organization by selecting companies which are outstanding and excellent in gaining the highest market share in their industry, having good corporate management, and conducting a variety of products and services development to respond to existing market demands and in the future.
Receiving such awards guaranteed the company as a leader in contact center business with customer management system that reaches international standards.
OTO is a leading contact center provider in Thailand, gaining 27 per cent of share in the market. During the 19-year business operation, the company has shown continuous growth with an offer of call center services to customers covering all industries including insurance, technology, airline, food, and health industry.
Presently, the company takes care of over 80 small and medium as well as large enterprise customers.
A key factor for OTO’s business growth came from the provision of high-quality outsourced contact center service. In addition to offering professional services, the company focuses on fulfilling customers’ business goals through the use of OTO’s services to help them improve their customer satisfaction, increase sales revenue and enhance the efficiency of their service provision.
With OTO’s outsource services, customers can save investment cost in setting up their own call center system to provide more efficient and flexible services to customers. Importantly, they can also put their focus more on their core business for further business development.This year, OTO plans to grow by 20 per cent, targeting customers in government sector and private sector especially in bank and insurance industry. It also aims to create new business opportunities in two areas; New Service and New Market.
In New Service arena, the company plans to make new product and service development and focuses on providing Digital Customer Management Solutions.
The company last year set up a new subsidiary, called Inno Hub, to conduct research and development on new software and innovation to serve the change of technology and customers’ behavior.
The outcome from the research will supplement OTO’s existing call center business in providing new smart services including Voice AI service and Chatbot via Line Connect, Facebook and website, for example.
In New Market area, the company has created an official partnership with LINE Company (Thailand) Limited under LINE Customer Connect Project and LINE for Government Tech as well as worked with AWS and so on.
OTO commits to continually develop state-of-the-art technology and provide comprehensive Digital Customer Management Solutions by integrating the capabilities of human and bots to offer appropriate solutions to customers.
Guaranteed by Outsourced Contact Center Service Provider of the Year 2019 and certified by international standards such as ISO 9001, ISO 20000, ISO / IEC 27001, and CMMI Level 3, the company is confident that customers will receive high-quality services that will help them achieve their business goals.