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Follow UsBANGALORE,INDIA: 3Com Corporation, a provider in networking solutions, today announced that it has won a contract from CMC Telecom to outfit two state-of-the-art contact centers in Vietnam with the latest IP contact center solutions from 3Com.
According to a recent IDC report based on switch and router market, 3Com led most other vendors to command about 8 per cent of the US$7.5 million market in Q1’08, said a press release. This deal would raise 3Com to the No.2 position, in terms of market share, in the Vietnam switch market.
The release stated that the two contact centers, located in Hanoi and Ho Chi Minh City (HCMC) and staffed by 70 and 80 agents respectively, would use the 3Com Switch 5500 family of switching solutions, 3Com VCX IP telephony platform, 3Com Epic IP Contact Center platform, 3Com 3102B business IP phones, and the EvoIP+ Call Recording solution to enhance customer experience, increase productivity and meet customer service level agreements (SLAs).
These solutions, that would enable CMC Telecom to transit its manual call handling process to an automated contact center system, would eventually be rolled out to Da Nang, Vietnam’s third largest city, and other commercial centers to cater to customers in various vertical markets across the country, said the release.
CMC Telecom’s CEO, Pham Anh Chien, views the telco’s transition to an automated system on 3Com as a corporate milestone.
“This automation exercise marks the first step to CMC Telecom’s entrance into a new era. We are confident that 3Com, as our technology partner of choice, will help us provide customers with high-quality and seamless service cost-effectively, thus speeding up CMC Telecom’s push to become the top telco in Vietnam,” he said.
Gene Ng, 3Com country manager for South Asia, said, “3Com is committed to its customers, and we’re the only networking vendor in Vietnam that is investing in specialized engineers so our customers can benefit from our in-depth experience in deployment, configuration and ongoing management."