Singtel says the system lays the foundation for the company’s real-time engagement with its customers which are part of on-going efforts to better communicate with customers using next generation services.
Candy Chua, Singtel Vice President, Consumer Operation said: “As Singtel continually grows its suite of next-generation communications and digital services, we are also investing in new IT capabilities to support these services.
“We want to give customers a seamless and effortless experience when they look for information or transact with us. For example, with the LivePerson web chat, we can proactively reach out to customers to render timely support when they are surfing our website.”
According to Steven Fitzjohn, LivePerson’s APAC Regional Vice President “there is a gap between the way we choose to communicate with our friends and family-- mostly through digital and social channels, and the way brands communicate with us, which is predominantly through outmoded voice channels”.
“Singtel is differentiating itself by taking action to bridge this gap. It is presenting customers with a channel that is familiar and simple to use, and offers customers a better experience overall.”
The Singtel group, the parent company of Optus, with a presence in Asia, Australia and Africa, claims 595 million mobile customers in 25 countries.