China's CTrip selects Force10 Networks to power new center

Chinese online travel portal Ctrip.com has selected Force10 Networks technology to support its website and contact center.

Ctrip chose the Force10 C-Series switch and S-Series access switch as the foundation of a new network backbone. "We selected the C-Series and S-Series because of their excellent performance-cost ratio and outstanding energy-saving ability," said Ctrip director of technical operations Chen Di in a statement.

Ctrip integrated its high-tech and conventional aspects of the travel industry and achieved great success from its contact center and web-based business model. After outgrowing its Shanghai center, Ctrip added a new contact center in Nantong, configured to fit more than 12,000 call center seats. Upon its completion, Ctrip will move its main operations from Shanghai to Nantong, at which point the center will become the world's largest in the travel industry.

Bangalore gets 24-7 contact center for water problems

The Bangalore Water Supply and Sewerage Board (BWSSB) will set up a 24-7 contact center from next month to address grievances of city residents.

Minister for BWSSB, Katta Subramanya Naidu, told reporters the center would be established at BWSSB's head office to address complaints regarding contamination and leakage of water, "attitudinal problems" of BWSSB staff, rainwater harvesting, non-supply of drinking water, manhole overflow, snarls in sewerage lines, and water thefts. The center would be linked to service stations of the BWSSB to respond immediately to the complaints, he said.

As part of the customer service drive, a mobile squad comprising an assistant engineer, six workers armed with materials and equipment would visit the spot and address problems related to drinking water and sewerage. There would be a one mobile squad each for four consumer constituencies.

Singapore contact center to help the elderly

The Singapore government has initiated a contact center assisted emergency device as part of a tripling of funding to support innovations to meet the needs of its fast-ageing population.

Under the scheme, funds have been allocated for a pendant which can be worn around the neck or on the wrist. In an emergency, the wearer only needs to press a button to get help from a contact center.

"We have one incident that we can share, where an elderly is alone at home. It was almost midnight and she was bleeding from a fall... She told us that she needed assistance and we sent the ambulance and also informed her family members. All these happened within 30 minutes," said Cecile Ho, head of Sales & Marketing, ADT Security Services. Over the last two years, 12 companies have received grants to develop devices for the elderly that can greatly improve their quality of life, safety and independence.

Malaysian outsourcer Scicom will focus much of its future investment in the emerging markets of Asia.

Scicom CEO Leo Ariyanayakam said the company was eyeing countries such as Sri Lanka, Vietnam and Indonesia as areas with growth potential. "The gross domestic product of these countries is rising and it will be an interesting play," he told reporters, adding that markets like Singapore were saturated and hence the focus on emerging markets.

Scicom is a specialist in outsourced customer contact management, providing services to multinational companies from its base in Malaysia. "Malaysia is a perfect place and can offer different languages, including English, Bahasa Malaysia, Mandarin, Arabic and French proficiently," Ariyanayakam said.

 'your call' blog
by Dr Catriona Wallace

Launch of WFO Benchmarking and Network Groups and Catriona back in the Long Hall of Mirrors

Last week saw me, Julie-Anne, Jules, Honey and the callcentres.net team focus on the launch of the inaugural Asia Pacific Workforce Optimisation Benchmarking Report in Sydney and Melbourne. The programme was sponsored by Verint and NICE and it was wonderful to see two vendors who normally would be actively competing working together to support bringing this important information to the industry.

The events in both Sydney and Melbourne were both full houses which doesn't cease to surprise me given the 8am start in mid winter...eeewww.... I don't exactly know why we continue to do breakfasts as I am far funnier at lunch time. But let me tell you about something that wasn't funny... OMG ... that's me making the world's worst faux pas during the Sydney event.

Read the full blog here .....

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