Tangram Customer Interaction Center Selects OKI’s IP Contact Center System for One of China’s Largest Call Centers
TOKYO, OKI Networks, a subsidiary of OKI Electric Industry (TSE: 6703) in charge of telecommunication products, today announced that Tangram Customer Interaction Center, a major call center outsourcing service company in China, has selected OKI Networks’ IP contact center system based on CTstage® Chinese Version (CTstage). Working with Kunshan City’s government, Tangram is in the midst of building a 5,000-seat capacity outsourcing call center, the HuaQiao International Service Business Park, which will be one of the largest outsourcing call centers in China(*1). OKI’s system has been adopted as the platform for this center, and since April 2009, has been operating with 300 seats. Tangram plans to continuously expand the system eventually reaching 5,000 seats after the call center park is completed in 2010.
“We are pleased to offer our CTstage for one of the largest call centers in China. With a track record of having the No.1 market share in Japan, the system offers easy customization and excellent expandability. We are confident it will help improve business efficiency for Tangram,” said Masasuke Kishi, President of OKI Networks. “Through OKI Software Technology (OSTJ), an OKI subsidiary in China, OKI has been able to offer sales, system installation and support locally to Tangram. OKI Networks and Tangram will continue to work together to nurture this system as an advanced outsourcing call center model in China.”
In 2007, the cumulative call center market in China had reached 34.95 billion RMB, in which 5.8 billion RMB, or 16.6% came from the outsourcing market. Though the amount of the outsourcing market has doubled from 2005 at 3.08 billion RMB(*2), the ratio is much lower than the global market average of 66%. This suggests a potential for growth in the market. On the other hand, as the market becomes fiercer with competition, many companies in China have started to utilize outbound call centers for phone sales or conducting surveys to expand their sales channels and retain customers to become a winners in the market. Many companies also outsource this business to outsourcing companies. This is because, phone sales involves making phone calls, which is a routine task, making it easy to outsource. The cost-benefit performance of outsourcing is also clear, and because users can start from a small-sized operation, companies can reduce their initial investment.
Tangram is a major call center outsourcing service company. Established in 2000, it currently operates a 400-seat call center in Shanghai. With the rapidly growing market, Tangram realized the need to expand their system, and thus, together with Kunshan City, they decided to build the HuaQiao International Service Business Park. Tangram chose Kunshan City based on a long term vision expecting that it can develop new clients by selecting a location where supply and demand are concentrated. And the Kunshan government is working to develop service business as Kunshan’s major industry in the next generation by actively investing, attracting companies and offering benefits to them.
Tangram decided to use an advanced system leveraging IP technology to improve its value-added services such as management-by-customer and customized reporting. OKI’s IP call center system at Tangram integrates clients and servers over an IP network, and all operators use software phones. To ensure customer confidentiality, Tangram organizes an operator team for each client order and has all the teams work in different rooms. OKI can easily move and expand its system, responding flexibility to these room changes. The system helps improve Tangram’s business efficiency by enabling operators to input customer data and answer the phones from their PCs, and by sharing call history and other data with the Shanghai headquarters.
* *1 :One of the largest outsourcing call centers in China
Based on OKI’s research data, 5,000-seat is one of the largest outsourcing call centers in China. However, it is not the case for in-house call centers.
* *2 :Outsourcing market has doubled from 2005 at 3.08 billion RMB
Data source: CTI Forum 2008 China’s call center business research report
About Oki Electric Industry Co., Ltd.
Founded in 1881, Oki Electric Industry Co., Ltd. is Japan’s first telecommunications manufacturer, with its headquarters in Tokyo, Japan. OKI provides top-quality products, technologies and solutions to its customers through its info-telecom system business and printer business. All businesses function as a collective force to create exciting new products and technologies that satisfy a spectrum of customer needs in various markets. Visit OKI’s global web site at http://www.oki.com/.
About OKI Networks Co., Ltd.
Established on October 1, 2008, OKI Networks is a company that spun-off from OKI Electric to focus on the sales, marketing, product planning and development of OKI’s telecommunication products. Located in Tokyo, Japan, OKI Networks currently has approx. 650 employees.
* Names of companies and products are trademarks or registered trademarks of the respective companies and organizations.
* CTstage is a registered trademark of Oki Electric Industry Co., Ltd. in Japan and China
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