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Shanghai transcosmos Marketing Services Co., Ltd., a wholly-owned subsidiary of transcosmos inc., is delighted to announce that the company received “2019 China Best Customer Contact Center – Intelligent Service Application Award” at the “The 12th Golden Voice Award: 2019 China Best Customer Contact Center & Customer Experience Award Ceremony” held on October 28, 2019, in Zibo city, Shandong Province.

Rain Zhang, General Manager of Contact Center Business Unit at transcosmos China (right) attended the award ceremony. At the summit forum, Rain Zhang discussed the policies and trends in the contact center business as a special guest.

This year marks the 12th anniversary of the “Golden Voice Award,” which is co-hosted by 51Callcenter and Zibo Municipal People’s Government of Shandong Province, and directed by the Ministry of Industry and Information Technology and the Ministry of Commerce of the People’s Republic of China. Prominent contact centers and CRM companies compete for the award, which is akin to the “Oscars” for this industry. Over 900 companies submitted entries for this year’s event which was held under the theme of “Big Data and Excellent Customer Experience in the Age of Artificial Intelligence (AI).” After going through rigorous screening, including an initial evaluation by the award review committee, on-site performance evaluation and expert judgement, transcosmos China was awarded with the “2019 China Best Customer Contact Center – Intelligent Service Application Award” for its abundant knowhow and best practices in the contact center industry.

Big data and AI adoption continues to spread in the contact center industry. Recognizing this, transcosmos China released a digital contact center solution that makes chatbots work together with human agents in 2017. With a team of dedicated data analysts that has abundant operational records in building a knowledge base, analyzing VOC (Voice Of Customer), building and managing a corpus, training robots and more, transcosmos China offers contact center services where chatbots and agents work hand in hand. Ultimately, the solution helps clients achieve their digital transformation. The chatbot-human hybrid solution enables clients to offer effective customer services whilst reducing agents’ workload and in turn boosts their customer satisfaction.

■ transcosmos history in China 
transcosmos entered the Chinese market and launched its offshore services business in 1995. In 2006, the company opened its first call center in Shanghai and started to provide call center services for the Chinese market. Today, transcosmos has its bases and subsidiaries across 20 cities in China including Shanghai, Beijing, Tianjin, Hefei, Xi’an, Changsha, Wuhan, Suzhou, Taipei and more. The company offers extensive services such as business outsourcing including contact centers, e-commerce one-stop, digital marketing and system development for both Chinese and global brands. As of September 2019, approximately 7,000 transcosmos employees work in China.

transcosmos will continue to help clients improve their customer satisfaction, optimize costs and expand sales by offering high-quality services.

*transcosmos is a trademark or registered trademark of transcosmos inc. in Japan and other countries.
*Other company names and product or service names used here are trademarks or registered trademarks of respective companies.