JAKARTA, Indonesia and GLASGOW, U.K., April 10 /PRNewswire/ - Telkomsel, Indonesia's cellular communications market leader, is working with Graham Technology, a provider of customer-oriented business software and services, to upgrade its call centre's capacity and performance.
Telkomsel is the leading operator of cellular telecommunications services in Indonesia by market share. With a target of 45 million subscribers by the end of 2007, the company needed to boost the capabilities of its call centre to support an increase in concurrent users from 2500 to 5000.
Already the provider of Telkomsel's existing call centre solution, Graham Technology has undertaken a phased deployment approach that will help meet the expansion goals of the company, while also boosting the overall performance of the call centre.
"Our success in dominating the Indonesian mobile communications industry has led to this requirement to double the capacity of our contact centre," said Mr Arman Hazairin, IT Vice President, Telkomsel. "We have worked with Graham Technology in the past and they have consistently proved to be a software provider of high quality and commitment to delivery. Selecting them for this project was an easy decision."
Under the terms of the deal, Graham Technology will upgrade its GT-X software to the latest version, which allows for improved user scalability to accommodate Telkomsel's expected growth.
"We are delighted to be able to help Telkomsel to respond to the huge growth in its subscriber base," said Mike Hughes, managing director, Graham Technology. "The upgrading of our contact centre solution will also provide valuable additional benefits to the company, over and above the increased scalability."
In addition, the new solution is Java-based, allowing for greatly improved integration capabilities, and is object-orientated, meaning that its components are re-usable and easier to maintain, as well as being more reliable, robust and extensible.
Performance, portability and additional security features have also been added.
About Graham Technology Graham Technology specialises in contact centre software and services. Since 1986, Graham Technology has worked with blue-chip organisations striving for operational excellence and who, in partnership with Graham Technology, have realised exceptional return on investment. Headquartered in Scotland, Graham Technology has seven global offices, supporting a worldwide customer base. With its flagship customer interaction software, ciboodle, the company has become recognised as one of the most visionary CRM solution providers in the world. www.grahamtechnology.com
About Telkomsel PT Telekomunikasi Selular ("Telkomsel") is the market leader in Cellular Telecommunications Services (mobile operator) in Indonesia, having a share around 56% of the total Indonesian cellular market which consists of 64 million active users. The company served 36 million customers by the end of January 2007, on a nationwide network covering more than 95% of the population of this fourth most populous country in the world. Telkomsel operates a fully integrated Dual Band GSM 900/1800 network in Indonesia; supported with nationwide GPRS services, WiFi hotspots, EDGE and 3G technology. The company is jointly owned by PT. Telekomunikasi Indonesia, Tbk TLK (LSE:TKID) 65% and Singapore Telecom ("SingTel" - SGX: TELE.SI) 35%.
More about Telkomsel at http://www.telkomsel.com
Source: Graham Technology
