Interview

ClearTouch is Empowering Contact Centers with Intelligent Interaction

Uthaman Bakthikrishnan

Uthaman Bakthikrishnan, Executive Vice President, ClearTouch

“COVID-19 has accelerated interest for cloud-based operations and at the forefront of the movement to the cloud”

1. How ClearTouch is empowering Indian businesses to transform on-premises call centers to Cloud-based Operations? 

A subsidiary of TCN, Inc., a global contact center technology provider, ClearTouch introduced the first cloud-based contact center platform in India in 2016 to empower Indian businesses with its advanced technology platform for transforming on-premises infrastructure to cloud-based services. In the span of five years, we’re pleased to report that the cloud backbone of our ClearTouch platform has helped many Indian companies covering more than 25000 agents in their business continuity.   

COVID-19 has accelerated interest for cloud-based operations and at the forefront of the movement to the cloud, ClearTouch combines a deep understanding of the needs of call centers with a highly affordable delivery model, ensuring immediate access to robust, omnichannel call center technology. This includes outbound and inbound voice channels, IVR and call recording as well as business intelligence, voice and speech analytics and compliance tools required to optimize operations and adhere to both India’s telemarketing and telecommunications regulations. 

Our advanced, cloud-based platform enables contact centers to improve agent performance and enhance customer experience while increasing efficiency and reducing compliance risk. ClearTouch’s “always-on” cloud-based delivery model provides customers with immediate access to the newest version of the ClearTouch platform as well as the ability to easily scale up or down adjusting to evolving business needs. ClearTouch is trusted by companies and enterprises of all sizes in India’s healthcare, insurance, financial services, banking and business process outsourcing industries. We serve 1500+ customers across India and other international locations.  

2. Product offerings & value proposition that the brand offers  

ClearTouch offers a complete contact center suite with Business Intelligence and Workforce management for enterprises, contact centers, BPOs and financial services companies in India. Our contact center platform features a holistic set of easy-to-use, automated agent tools and advanced apps for omnichannel communications, workforce engagement, compliance & data management, integration & automation, intelligence, reporting & analytics etc. Moreover, we offer a deep understanding of the needs of call centers with a unique approach to pricing – no contracts, monthly minimums, or maintenance fees – that supports rapid scaling and instant flexibility to changing business needs. 

We have recently launched a Voice Analytics feature that provides mission-critical support that can be deployed quickly.This feature uses audio from recorded calls and converts them into structured data for searching and analyzing. This solution supports advanced search and filtering, enterprise-grade speech recognition and transcription, contextual call playback data, tagging and commenting, transcript visualization, and full Payment Card Industry (PCI) redaction.  

Our experience with 1500+ global customers enables us to bring innovative solutions that are cross-functional. We are proud to be the only company in India for the last five years to offer a managed contact center platform. All-inclusive per-minute pricing with no contracts besides other value propositions such as 24×7 customer support, compliant with DoT and TRAI regulations, integration with in-house CRMs, helpdesk software, and other related applications.  

3. Please elaborate on the recently launched Voice Analytics platform and how it will powers agent performance and improves the efficiency of contact center operations. 

Our Voice Analytics software takes recorded voice and translates it into structured data that can be searched and analysed. It helps organisations understand consumers better. We leverage high-end technology to recognise specific words, phrases, acoustic measurements, call information, and even the amount of quiet in a conversation. It includes a highly flexible search engine for quickly and easily finding and retrieving calls through free-form combinations of keywords, phrases, acoustic measures, and call metadata. 

Voice analytics solution is cost-effective and provides highly efficient first calls resolutions to the customers. This solution can help increase your contact center efficiency, agent performance, and customer experience while reducing the overall compliance risk. 

4. Current customer portfolio and plans of growing customer base 

ClearTouch as a brand is currently present in India with operations in Chennai, Mumbai, Bangalore, Hyderabad, and Delhi. We believe in organic and sustainable growth and it has taken us five years in India to achieve some of our milestones. We have over 110 customers in India and over 1500 enterprises globally. Our customers range from sectors like Banking, Finance, FinTech, Insurance, Travel, Logistics, Healthcare, Retail, Political survey and campaigns, and MNC’s across multiple countries.  

In the near future, we plan to expand our presence into other verticals such as e-commerce and edtech in India and we are also looking at expanding to South Asian countries, Philippines, and Vietnam. 

5. How enterprises can capitalize on cloud intelligence for their benefit? 

Many Indian businesses are recognizing the importance of cloud based operations as it is providing major gains in efficiency and productivity, as well as agent performance and customer experience, although the COVID-19 has push-started this pivot to the cloud out of necessity, these benefits will only increase in value after the pandemic. 

Cloud based systems provide a lot of flexibility such as updates can be made seamlessly, businesses can get real time insights into their growth, consumer preferences, avoid non-compliance penalties and much more. According to a recent Frost & Sullivan report, COVID-19 has accelerated the rate of migration from on-premises solutions to cloud-based services in the Asia-Pacific (APAC) region, given the need to provide outstanding customer experience remotely. The report’s author also noted that the banking, financial services and insurance (BFSI) industry will be the leader in deploying contact center applications, followed by telecommunications.

Thus, enterprises can capitalise on the growing relevance of cloud intelligence to accelerate growth.  


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