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OKI's IP Contact Center System Chosen for Large Call Center in China
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OKI's IP Contact Center System Chosen for Large Call Center in China

March 19, 2009
By Stefania Viscusi
Assignment Desk Editor

Tangram Customer Interaction Center, a call center outsourcing service company in China, is the operator of s a 400-seat call center in Shanghai.
With competition and market projections for outsourcing in China increasing, more and more companies are looking to outsourced call centers to handle phone sales, conduct surveys or to expand their sales channels and succeed.

In response to the rapidly growing market, Tangram realized it needed to expand and built a new the HuaQiao International Service Business Park in Kunshan City. This new 5,000-seat capacity outsourcing call center will be one of the largest outsourcing call centers in China according to the company. Initially the center will operate 300 seats in April and continuously expand to reach the intended 5,000 seats once the call center park is completed in 2010.

To provide communications support for this new center, the company chose OKI Networks, a subsidiary of OKI (News - Alert) Electric Industry for their IP contact center system based on CTstage Chinese Version (CTstage).
The IP technology offering will help Tangram to improve efficiency at the operations by allowing agents to input customer data while also answering the phones right form their PCs. In addition they will be provided with enhanced reporting capabilities as well as management by customer features and other value-added services.
"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.”
Just last week, OKI Electric Industry announced Hideichi Kawasaki, the company’s Managing Director and Senior Vice President has been chosen as the company’s next Representative Director, President and Chief Executive Officer (CEO), subject to approval at the Ordinary General Meeting of Shareholders and at the Board of Directors.

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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