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Effective and Efficient Digital Customer Experience for e-Commerce and Logistic Industry at Post Pandemic Era
Jakarta, 17 June 2022 – PT. VADS Indonesia held an E-Commerce and Logistics Event with the theme "Effective and Efficient Digital Customer Experience for e-Commerce and Logistics Industry at Post Pandemic Era". This event is PT VADS Indonesia's first activity to be held offline after the pandemic with the aim of providing insight to customer service providers to improve the effectiveness and efficiency of customer service.
This 2022 E-Commerce and Logistics Event presents 4 experienced and competent speakers in their fields, including Maneesha Bushal (JD.ID Customer Experience Director), Cut Noosy (Grab Indonesia Director of Support Operations), Juan Almer (AVP of Customer Experience Anteraja). ), and Doddy Kartiwa (Senior Solutions Consultant Genesys). This event was attended by more than 30 well-known companies from companies that use the services and services of PT VADS Indonesia, especially from the banking industry, E-Commerce, Logistics, and other sectors.
"The pandemic has accelerated the digital transformation process where we know that their e-commerce, logistics, and fintech companies are still surviving and growing in this pandemic era, where other industries have experienced a decline or even fall in this pandemic era. This is because industries that have adapted and have implemented digital systems are able to provide flexibility and convenience in conducting transactions and consumer needs,” said Deddy Hermansyah, Chief Marketing Officer of PT VADS Indonesia.
This is the responsibility of PT VADS Indonesia as a service provider to be able to support clients in transforming and providing digital solutions such as digital customer experience, robotic process automation, social media analytics, 360-degree CRM, Omni channel, learning center, e-knowledge management, digital marketing, high availability services, and other smart services.
In addition to the updated solutions above, PT VADS Indonesia also has certification for regulations set by the Indonesian government and international policies to provide digital transformation solutions, including KBLI for standard classification permits for business fields, and ISO 27001:2013 for confidentiality. data, PCI DSS for financial transactional, ISO 9001 for operational management, COPC for high quality, high productivity, and high-performance operations, Six Sigma for process and solution innovation, and ITIL for helpdesk and service desk services.
Currently, PT VADS Indonesia also provides added value to our clients, in terms of HR such as training for operations personnel including High-Performance Management Techniques (HPMT) training, COPC, BNSP, and other training to support service and performance. In terms of technology, PT VADS Indonesia provides PowerBI for real-time analytical reports, e-learning knowledge management, and QMS (Quality Monitoring System). Meanwhile, from the process side, PT VADS Indonesia provides a center of excellence (COE) to ensure consistent results and increase productivity and performance.
"PT VADS Indonesia does not just stop here, we continue to provide the latest innovations and breakthrough solutions to continue to exist as a service provider and "chosen digital partner". The latest solutions that we will provide in the future such as augmented reality, virtual reality, metaverse, and other smart solutions. We believe that our service culture and our solutions can answer our clients' business challenges in facing the digital era. This is proven by the growth of clients at PT VADS which continues to increase, even though some clients have been with us for more than 5 years of service. Because we believe that convenience is not only for one group but for everyone, and here PT VADS Indonesia provides convenience to help companies to transform and continue to exist in the future.” said Deddy Hermansyah, CMO of PT VADS Indonesia.
Understand What is Cloud-Based Contact Center Outsourcing
Good customer support service starts with understanding the needs and expectations of your customers. Your business needs to systematically and sustainably find better ways to use technology, data and operations. So, while traditional contact centers serve the important needs of incoming or outgoing phone calls, try to make sure again whether these facilities really meet the needs of your customers? The limitations of traditional contact centers have led to the emergence of cloud-based contact center outsourcing. Here's the explanation!
Definition of cloud contact center
A cloud contact center is an internet-based facility that handles all incoming and outgoing customer communications for a company. This software solution that offers a comprehensive suite of tools and applications allows you to provide an exceptional level of customer service across multiple channels, including voice, SMS, email, and social media.
There are still many contact centers that currently operate using old technology and call center software that is not up-to-date with the current way of communication between customers and businesses. Cloud contact centers can be a solution because they use the latest communication technology and are a modern alternative to traditional contact centers. This offers many benefits for businesses looking to continually meet and exceed customer service expectations.
If your business still relies on old contact center technology, you may find yourself at a disadvantage due to system limitations. Even if you have adopted one or two cloud solutions, they can't connect to each other. Outsourcing cloud contact center is here as a solution to solve all these problems.
The importance of cloud contact center for business
It is not without reason that cloud-based contact center outsourcing can be a solution for businesses. Here are some of its advantages:
Improve customer experience while you maximize agent productivity
Using multiple applications and having to deal with “old-fashioned” hardware can reduce agent performance. However, with modern call center technology, productivity can be increased. With functions such as skill-based routing, call monitoring, and predictive dialer, cloud contact centers empower agents to provide the best service possible.
Providing the right information at the right time
Businesses often receive calls from customers who are frustrated by the poor quality of their previous service. This condition can complicate the agent's work, and is exacerbated if the agent is forced to repeatedly switch between the many legacy systems on the backend. By using a cloud contact center, you can eliminate frustration, human error, and waiting times which ultimately increase overall customer satisfaction.
Matching agent skills to customer needs
Customers now have many options for communicating with their company, including web, mobile, chat, voice, interactive voice response, email, and social media. This way, you can gain access to large, actionable customer data sets.
By using a cloud contact center, you can collect and distribute customer data for analysis. As a result, you can use behavioral, demographic and location-based customer information to match the right agent with the right customer.
Difference between cloud contact center and call center
In practice, cloud contact centers are often equated with call centers. Although they sound similar, the two have significant differences. Here's the explanation.
1. Means of communication
The basic difference between cloud contact centers and call centers is the means of communication with customers used. While call centers focus on telephone lines through interacting with customers and directly solving problems, outsourcing a cloud-based contact center uses more varied digital media (using email, social media, to chat applications).
2. Implementation procedure
Generally, call centers "force" customers to wait for their complaints to be received and resolved by the call center agent. Not so with cloud contact center services which provide more choices for customers. Businesses that utilize contact center outsourcing give customers the option to submit their complaints via email or chatbot.
Thus, customers can first analyze the problems they are facing. There is also an option for customers to talk to a contact center agent if there is something they want to know.
So, it can be concluded that a cloud contact center is a facility that businesses need if they want to improve customer service. Businesses that use cloud-based contact center outsourcing services can not only benefit from improved customer service, but also providing on-time information and tailoring agents to customer needs.
If you are interested in using a cloud contact center, you can contact PT VADS Indonesia, which provides cloud-based contact center outsourcing services. You can also find out more about how to improve customer service for your business by contacting marketing@vads.co.id. Consult about customer service and various other PT VADS Indonesia services to help with the various needs of your company.
Why is PT VADS Indonesia's Blockchain Secure Authentication Safer?
Blockchain Secure Authentication (BSA) is a database that is shared across computer networks. The function of using this technology is to protect data against manipulation. BSA provides a passwordless authentication solution based on blockchain verification technology to verify users and their phones. To make digital transactions more secure, you can use BSA from PT VADS Indonesia which offers several advantages. Here's the full review!
Benefits of Blockchain Secure Authentication
Blockchain Secure Authentication is a solution that provides strong and trusted authentication services for websites, mobile logins, and secure online access that you can get from PT VADS Indonesia. The benefits of using Blockchain Secure Authentication technology are many, including:
Secure - If you use Blockchain Secure Authentication, you can ensure authentication security with hack prevention. Now, data hacking is very easy to do because of many factors, ranging from the more frequent use of smartphones, the online era, to the hobby of sharing on social media. By using Blockchain Secure Authentication, you can increase the level of security which is very useful for every user.
Can login without password - Blockchain Secure Authentication only uses One Time Security Key (OTSK) based on a number of information from the device used. That way, you can then log in without entering a password.
Minimize costs - PT VADS Indonesia manages security, convenience, and fast programs with easy logins to minimize costs. You can safely protect digital transactions in an efficient and secure way without the need to incur large costs. Blockchain Secure Authentication offers optimal reliability to save costs.
Using a cryptographic fingerprint system
If you want to increase the level of business security, you can use Blockchain Secure Authentication with a cryptographic fingerprint system that can only be accessed through fingerprint authentication. Cryptographic fingerprinting is a tool that can help keep user data secure and protect phones from malicious software. By encrypting the data inside the app, it will be more difficult for anyone to access it without the user's permission. Here's an example case:
Simplest use - Encrypts personal digital files (eg photos or documents) within the app and decrypts them only when needed. Thus, no one will be able to identify the contents of this file without decrypting it first, even if it gains access to the phone itself.
More complex use cases - Using asymmetric cryptographic keys stored in applications that support financial transactions. This is to ensure authentic signatures for contracts or legal documents.
Consensus protocol to secure business transactions
Blockchain Secure Authentication provides a consensus protocol that is used to validate transactions. To validate a transaction, it takes "agreement" aka consensus from every user connected to the network. The consensus can be used to approve or reject transactions that will be recorded in the blockchain.
No need to remember login password
By using Blockchain Secure Authentication, you no longer need to bother remembering login passwords. This new innovation which aims to make it easier for customers but still offers a tight security system provides distributed security random checks, is passwordless, and encrypted data, so that users do not need to remember the login password.
Remove the one time password fee sent via SMS
Apart from not requiring you to remember your login password, Blockchain Secure Authentication also provides efficiency because it eliminates the cost of One Time Passwords sent via SMS. Blockchain Secure Authentication can be a flexible and updated business solution to improve business and help companies transform into the digital era.
By using Blockchain Secure Authentication from PT VADS Indonesia, you can avoid cases of burglary or data hacking. The security provided by Blockchain Secure Authentication reduces the level of cybercrimes such as hacking and fraud.
If you want to know more about the Blockchain Secure Authentication service, please contact marketing@vads.co.id. You can consult about various other PT VADS Indonesia services to help your company's various needs.
Kartu Prakerja Collaborates with VADS Indonesia for Contact Center Services
On Friday (01/04/22) the Implementing Management of the Kartu Prakerja Program in collaboration with PT VADS Indonesia inaugurated a contact center service in Jakarta. This collaboration aims to improve information services to applicants and recipients of Kartu Prakerja.
In this fast-paced world, consumers expect a fast and effective way of communicating. The presence of an integrated contact center service will provide convenience in obtaining information related to various needs and constraints experienced by users so that they can be handled more quickly, precisely, and measurably. Contact center services are at the forefront of responding to the needs of Kartu Prakerja users in getting the best quality service regarding the needs and constraints experienced. Therefore, the contact center is expected to be one of the bridges to build a good relationship with Kartu Prakerja users by providing easy services for its users.
Saravanan Belusami, Chief Executive Officer of PT VADS Indonesia said “Kartu Prakerja plays a major role in developing the skills of the Indonesian workforce by providing access to job training and entrepreneurship. This contact center service is a manifestation of the government's seriousness in having a dialogue with citizens by providing valid information. This is certainly an important point because it means the state is here for the community and the community is helped by the Kartu Prakerja.”
Currently, the Kartu Prakerja has a centralized contact center service to provide services and answer all user needs to be supported by experienced and trained agents who are integrated with the latest technological innovations. This contact center service consists of handling all needs, complaints, and complaints from its users.
Simon Charlie, Head of Operations Management of the Kartu Prakerja Program said “The Kartu Prakerja is the first government start-up institution in Indonesia that is 100% digital-based. This program was initiated by Pak Jokowi 2 years ago to answer the needs of Skilling, Upskilling, and Reskilling. During these 2 years, the Kartu Prakerja has set a total of 11.6 million participants from 80 million registrants. We have a moral responsibility to this country so that the Kartu Prakerja always innovates with the best service to be able to improve the achievements that were already good before to be even better.”
With this contact center service collaboration, it is hoped that the Kartu Prakerja will continue to grow and provide the best service for Indonesian citizens and become a catalyst in achieving the vision of an Advanced Indonesia.
Get to know What is a Cloud-Based BPO Contact Center that Can Maximize WFH
BPO stands for Business Process Outsourcing, which provides various services, including a cloud-based contact center or cloud contact center. Cloud contact centers help businesses manage the customer experience via phone, email, text and social media, offering advanced functionality beyond incoming and outgoing calls.
As businesses add more support channels, cloud contact centers can be a solution that helps businesses keep up with customer demands and optimize productivity, including maximizing work from home or WFH. How to? Here's the information.
What is a cloud-based contact center?
A contact center is a facility that handles contact with customers. Unlike the call center which only handles phone calls, the contact center handles communication through several channels. Relying on the right contact center BPO is critical to business success in dealing with customers. Sales or support calls that are not handled properly can result in lost revenue and damage to the company's reputation.
Instead of a regular contact center, you can use a cloud contact center, an internet-based facility that handles all customer communication needs for business. This facility is suitable for large companies that need multiple communication channels (including phone calls and messages), agent management, and analytics.
How do cloud contact centers work?
The cloud contact center provides incoming and outgoing voice, text, social media, and video communications over a high-speed internet connection. The BPO contact center handles all technical setup, equipment and server maintenance. So you don't have to buy, install and maintain telecommunications hardware.
Phone calls at the cloud contact center are made using Voice over Internet Protocol (VoIP) technology. Once you connect the cloud contact center software to other channels, such as social media or email, everything will work automatically. Each interaction is tied to an account and assigned to the appropriate agent to avoid conflicts.
The cloud contact center also synchronizes data with business CRM (customer relationship management) software so that all agents don't miss updates. Working entirely over the internet, a cloud contact center means businesses only need to provide a workstation, headset, and internet connection. When agents sign in, they can receive calls, emails, or chat messages. So, businesses can interact with customers consistently across multiple contact methods.
4 Uses of cloud contact center
It is not without reason that the presence of a cloud-based BPO contact center can maximize WFH. As mentioned above, BPO stands for Business Process Outsourcing. Providing outsourced services, here are some of the uses of BPO cloud contact center:
1. Can develop business
Cloud contact centers include a global infrastructure for business communications, so you can enter the market without building, deploying, and maintaining complex services yourself. This approach gives the advantage of growing the business easily. By using a BPO contact center, you can expand your deployment needs on demand, without the additional time or expense of upgrading hardware.
2. Flexible
Now, many companies are implementing the WFH system. You can use a cloud contact center to provide the highest flexibility businesses need. With a BPO contact center, everyone can stay connected no matter where they are, including call center supervisors and directors who can follow the team wherever they work.
Cloud contact center can work on various devices and operating systems. Real-time reporting is also available to provide greater transparency on productivity and customer experience. At WFH, overall security is critical to customer and employee privacy. Cloud contact centers are audited regularly to avoid unwanted data breaches.
3. Cloud technology that is safer from risk
There are many reasons why cloud technologies tend to be safer from risk, one of which is that cloud providers invest heavily in security innovations. Most cloud providers have built their entire business on cloud platforms. This means that cloud providers not only provide customers with a hosting environment for workloads, but also protect infrastructure and cloud services as the first priority.
4. Improve customer experience
The main purpose of using a BPO contact center is to solve problems for customers. If you want to make it easier for customers to contact business agents and maintain lasting customer relationships, you need a cloud contact center that contributes greatly to the ease and smoothness of the customer experience.
The way it works is easy and fast in maximizing customer service, making the BPO contact center worthy of your consideration. You can get a cloud-based contact center service from PT VADS Indonesia, a BPO that many companies rely on. The many benefits provided by the cloud contact center service from PT VADS Indonesia make WFH activities smoother and profitable for your company.
By now, you know that BPO stands for Business Process Outsourcing. A cloud-based contact center is one of the services offered by BPOs such as PT VADS Indonesia. Therefore, don't hesitate to contact marketing@vads.co.id to find out more about how to improve customer service at your company. PT VADS Indonesia is ready to provide complete information on other customer services to help your company's various needs. May be useful!
What is Blockchain Secure Authentication from PT VADS Indonesia?
Blockchain Secure Authentication is one of the new solutions provided by PT VADS Indonesia, a company engaged in business process outsourcing (BPO). Blockchain Secure Authentication aims to improve the security of transaction data.
With this solution, the security of customers' data is expected to increase so that everyone can make transactions safely. To find out more information about what Blockchain Secure Authentication is from PT VADS Indonesia, let's look at the following review!
What is Blockchain secure authentication?
Blockchain Secure Authentication is a notoriously advanced passwordless authentication technology to avoid credential attacks, a condition where cybercriminals bypass business security measures and steal important data. Apart from being passwordless, Blockchain Secure Authentication is also free from SMS OTP codes, making it different from other authentication technologies. This authentication technology has been used in several companies to manage account logins to websites, webmail, mobile applications, and so on.
Understanding the various challenges that must be considered regarding data and information security issues, PT VADS Indonesia has implemented and provided the latest solutions to maintain data security through Blockchain Secure Authentication. By using this latest technology, everyone can share valuable data in a secure and undamaged way because blockchain stores data using advanced mathematics. Blockchain also uses innovative software that is very difficult for attackers to manipulate.
System in Blockchain Secure Authentication
To understand more about the latest service from PT VADS Indonesia, let's know the system used in the following Blockchain Secure Authentication.
1. Cryptography fingerprint
Cryptographic fingerprints are unique short keys in each block and can help identify longer public keys. Fingerprints are used for key authentication and other elements of cryptographic security, providing efficiency with smaller data sets. When fingerprints are used for key authentication, the system can inspect smaller data sets more easily thereby ensuring proper access to public keys.
The fingerprint is also more efficient for storage. Security certificate systems can manually authenticate keys providing best security practices. Cryptography fingerprints are important in public-key cryptography and other types of modern digital security because they help improve the way cryptography works in modern systems, where simplification of data sets is critical.
2. Consensus protocol
Blockchain Secure Authentication provides a consensus protocol that is used to validate transactions. The process of validating transactions in the blockchain requires the permission and "agreement" of all users connected to the network. This consensus can be used to approve or reject transactions that will be recorded on the blockchain. That way, you can make transactions safely without worrying about the possibility of hacking or fraud.
Get Blockchain secure authentication at PT VADS Indonesia
If you are interested in using a Blockchain Secure Authentication solution, then you can get it from PT VADS Indonesia. This BPO company has the latest technology called Blockchain Secure Authentication which uses blockchain technology for distributed security random check, passwordless, and encrypted data. The use of this technology makes the user not have to bother remembering the login password.
As mentioned earlier, the technology used in Blockchain Secure Authentication also provides efficiency because it can eliminate SMS OTP costs. Although it is a relatively new technology, Blockchain Secure Authentication has become a trend in developed countries such as Korea, the United States, Japan, and China. You can get a Blockchain Secure Authentication solution from PT VADS Indonesia which is proud to bring this technology to Indonesia and offers free POC.
Now you can use Blockchain Secure Authentication from PT VADS Indonesia to avoid cases of burglary or data hacking. Blockchain Secure Authentication provides security that reduces the level of cybercrimes such as hacking and fraud.
If you want to know more about the Blockchain Secure Authentication service, please contact marketing@vads.co.id. You can consult about various other PT VADS Indonesia services to help your company's various needs.
