Revolutionizing Contact Centers

Date: May 3, 2023 Time: 10AM - 2PM Venue: Google Malaysia

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In May 2023 we held a free workshop focused on Data Security and its marriage to Cloud Communications. It was held at the Google Malaysia office and was attended by over 30 representatives of Malaysia's BPO industry.
This event is dedicated to teaching attendees the benefits of using the right cloud-based platform to host their operations and communications.
As advocates of modern ways of working, we're always on the lookout for ways to encourage this framework. This is why we realized our partnership with Google makes the most sense: with Google's cloud-native and secure-by-design platform serving as the base of which we can run our powerful communications platform, the possibilities are endless.

The event agenda were as follows:

  • Introduction
  • Data security trends in 2023
  • Overcoming challenges in safeguarding your contact centres
  • Leveraging on DialogFlow and AI to enhance data security and customer experience
  • Future-proof your agent spaces against data breaches
It was a fun exercise and learning opportunity for everyone in attendance. Everybody walked away with a clearer understanding of the different kinds of data breaches, how to secure data in contact centers, and how Chrome OS Enterprise helps. Google's very own Alvin Ong, Customer Engineer for Southeast Asia, showcased how using ChromeOS results in improved agent productivity, higher return on investment, better security, and faster deployment than competitors.
We also brought onboard Han Wen Kam, Google's Practice Specialist for Contact Center AI and Document AI, to talk about the benefits of implementing AI in the industry. It was a rare privilege to hear from a true AI specialist, and it helped clarify how AI can actually boost call center performance.

The Clear takeaways from that day were the following:

  • Speed and productivity through faster agent sign-on processes.
  • Data residency and data security.
  • Chrome OS gives users direct access to the Nautilus CC.
  • Maximized use of hardware and software.
Check out some of the images from the event below!