Covering Disruptive Technology Powering Business in The Digital Age

Commerce Access Sdn. Bhd (CASB), a company known for Business Process Outsourcing (BPO) and Digital Paper Sdn. Bhd. (DPSB), a cloud solution service provider has joined forces to introduce the latest in Contact Centre as a Service (CCaaS) technology to Malaysia known as Talkdesk, a leading CCaaS platform.

The strategic alliance between CASB and DPSB aims to cater to the rising demand for cutting-edge contact centre solutions that optimise operational efficiency and deliver unparalleled customer satisfaction.

(From Left to Right) Putri Nurul Ida Yahya, Director of Commerce Access Sdn. Bhd, Afidah Kamaruddin Vice President of Commerce Access Sdn. Bhd, Rickie Liew, Managing Director of Digital Paper Sdn. Bhd, & Chris Borg, Senior Channel Manager, APAC of Talkdesk

Talkdesk has been recognized as a leader in the Gartner® Magic Quadrant™ for CCaaS for four consecutive years as well as on Forbes Cloud 100. A cloud-based platform powered by advanced AI Technology, Talkdesk enables businesses to deliver intuitive user experiences and seamless interactions across multiple communication channels.

With this state-of-the-art solution, companies can provide exceptional customer experiences without the burden of costly hardware investments and with faster implementation times.

Enhancing Customer Experience and Satisfaction Must Be a Priority

According to Observe AI, contact centres have KPI metrics with a focus on customer experience (55%) and customer satisfaction scores (58%). Global companies are also spending top dollar on contact centre software with more than USD $24 billion spent, and more investments to come.

“We are excited to announce our partnership with Talkdesk and DPSB, which enables us to provide a complete solution that combines exceptional services with the latest technology,” said  Afidah Kamarudin, Vice President at CASB.

“Talkdesk’s industry-leading CCaaS platform perfectly complements our commitment to creating impactful business growth for our clients. Together, we strive for a partnership built on trust and joint benefit, “ she further added.

Rickie Liew, Managing Director of DPSB, expressed great enthusiasm about the partnership, stating, “We are extremely delighted about this collaboration with CASB, a reputable company.

“It enables us to expand our presence in Malaysia and offers more businesses the opportunity to harness the power of our advanced CCaaS platform.”

With a growing emphasis on improving customer experiences, contact centres have taken on a pivotal role in shaping how companies engage effectively with their clients. In Malaysia, the contact centre applications market is expected to witness a steady Compound Annual Growth Rate (CAGR) of 1.5% from 2016 to 2023, reflecting the significance of these platforms in modern business interactions.

For more information about Talkdesk’s CCaaS platform, please visit www.casb.com.my or contact Commerce Access Sdn. Bhd. customer service at enquiries@casb.com.my or call 03-7985 5260.

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