PacificNet Epro Selected by Leading Global Provider of Express Delivery Services and Logistics Supply Chain Solutions
04 August 2005 - 6:59PM
Business Wire
-- TNT Express to use Epro's WISE-xb IVRS Contact Center Solution
PacificNet Inc. (Nasdaq:PACT) announced today that its PacificNet
Epro subsidiary has successfully deployed its WISE-xb Interactive
Voice Response System (IVRS) Contact Center Solution for TNT Hong
Kong, a division of TPG NV (NYSE:TP) and the world's leading
business to business express delivery company, as TNT's key
customer relationship management (CRM) initiative to enhance its
customer services. TNT Hong Kong has generated significant growth
in business since its establishment in 1978. To cope with the
increasing demand of customers, TNT recently selected Epro's
WISE-xb contact center solution, with customer management
capabilities, to improve efficiency and enhance customer
satisfaction on their operation. TNT adopted Epro's WISE-xb IVRS
system to handle inbound calls that improve customer service
quality, capabilities and reliability. The WISE-xb IVRS system
matches the demanding requirements of the express logistics
industry, enhancing performance in a cost-effective manner. Mr.
Ambrose Linn, Deputy Country General Manager of TNT Hong Kong
stated, "We greatly appreciate PacificNet Epro for being our
strategic partner in the CRM contact center area. They are highly
experienced and professional in managing client and contact center
servicing projects. The benefits of Epro's WISE-xb IVRS system were
demonstrated and we were impressed by its flexibility and ease of
customization to fit our business flow and for enhancing our
customer service quality." "To sustain and improve customer service
for existing and new clients, TNT Hong Kong was looking for a
strategic CRM partner with a strong industry track record. After
multiple rounds of usability and integration tests, TNT selected
Epro's WISE-xb contact center solution with customer management
capabilities to improve efficiency and enhance customer
satisfaction," stated Terry Leung, Epro's General Manager for
Software Business. "A key system requirement, which TNT demanded,
was a well proven IVRS application that can be seamlessly
integrated into TNT's current call center system. Epro's WISE-xb
system was tested for integration and became the ultimate IVRS
system of choice for TNT." PacificNet Epro's WISE-xb is a
comprehensive contact center management system consisting of the
following functions: agent performance, management, and reporting
software, computer telephony integration (CTI), automated call
distribution (ACD), interactive voice response system (IVRS),
outbound dialer, multimedia modules, campaign program applications,
outbound marketing functions, lead generation and market campaign
monitoring capabilities, and an inbound help desk allowing customer
service representatives to provide customers with prompt,
around-the-clock, personalized service. About TNT Express TNT
Express (www.TNT.com), a division of TPG N.V. (NYSE:TP), is the
world's leading business to business express delivery company. The
company delivers 3.3 million parcels, documents, and pieces of
freight a week to over 200 countries using its network of nearly
900 depots, hubs, and sorting centers. TNT Express operates over
18,000 road vehicles, 42 aircraft, and has the biggest door-to-door
air and road express delivery infrastructure in Europe. TNT
established its Hong Kong office in 1978 and currently has four
operation sites plus a 40,000 square feet facility in the Express
Terminal at HKIA and depot in the Hong Kong Air Cargo Terminal. TNT
combines massive resources to provide unparalleled global and
domestic express distribution services for documents, parcels,
international mail, express freight and contract logistics. About
PacificNet PacificNet Inc. (www.PacificNet.com; NASDAQ:PACT),
through its subsidiaries, invests in and operates companies that
provide Outsourcing and Value-Added Services (VAS) in China, such
as call centers, telemarketing, CRM, business process outsourcing
(BPO), interactive voice response (IVR), mobile applications, and
communications product distribution services. PacificNet's clients
include the leading telecos, banks, insurance, travel, marketing,
and business services companies, and telecom consumers, in Greater
China. PacificNet's corporate clients include China Telecom,
Netcom, China Mobile, Unicom, PCCW, Hutchison Telecom, Coca-Cola,
Bell24, SONY, Samsung, TCL, Huawei, American Express, Citibank,
Bank of China, and Hong Kong Government. PacificNet employs over
1,200 staff in its various subsidiaries throughout China with
offices in Hong Kong, Beijing, Shenzhen, Guangzhou, and branch
offices in 26 provinces in China, and is headquartered in
Minneapolis USA and Hong Kong. PacificNet Epro (www.EproTel.com.hk)
is the industry leader and leading provider of outsourced call
center, telemarketing, CRM, SMS, Interactive voice response (IVR)
services, and other value-added telecom services (VAS) with over 13
years of field experience in Greater China in Outsourced Call
Center Services, Training and Consulting Services, and Call Center
Management Systems. Epro's business consists of the following three
major categories: 1. Outsourced Call Center Services. 2. Training
and Consulting Services. 3. Call Center Management Software
Products and Solutions: Epro's software products include: WISE-xb
Call Center agent performance, inbound/outbound management, and
reporting software, and Automatic Call Distribution (ACD) System,
UMS, and SMS.
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