Thailand’s Largest Wireless Operator Signs Consulting Contracts With Convergys

Convergys Corporation has signed two transformational consulting contracts with Advanced Info Service PLC (AIS), the largest wireless operator in Thailand.

Under the terms of the multi-year contracts, Convergys will provide advisory services to transform AIS’ customer relationships, using relationship management insight and technologies developed and applied as one of the world’s largest outsourced contact center companies. AIS will use Convergys’ solutions and consulting methodologies to reduce churn, retain customers longer, and increase sales, turning the contact center into a sales and service center. An important relationship management tool, Convergys’ Dynamic Decisioning Solution will be a key component of the solution allowing customer service agents to provide consistent and proactive care to AIS customers.

“We have a long-standing relationship with Convergys, and have been very impressed with their holistic approach that blends consulting and technology,” said Surawat Shinawatra, Managing Director, Advanced Contact Centers, AIS. “The Convergys solution will enable AIS to keep up with the cutting-edge advances in contact center operations, allowing us to improve customer retention across multiple customer touch points.”

“When we sought to transform our service center model we recognized Convergys has extensive expertise in effectively transforming contact centers into revenue generating sales and service centers. We were convinced that partnering with Convergys was best to ensure success for AIS,” said Vilasinee Phuddiskarant, Executive Vice President Customer Services Management, AIS.

“This is wonderful example of how our focus on relationship management can benefit a valued client,” said Iain Hackett, vice president and general manager of Convergys’ Asia-Pacific operations. “By creating a customer driven sales culture where systems, communication, and routines align to customer needs, we can assist AIS in transforming its customer relationships.”