Toku Launches Contact Center Platform to Deliver Better Omnichannel Customer Experiences for Businesses Operating in APAC

Enriched with the capabilities of communication APIs, Toku Contact Center enables companies in the APAC region to create better customer experiences by creating an omnichannel customer journey tailored to their business needs.

SINGAPORE, July 5, 2022 /PRNewswire/ — Toku, Asia Pacific specializing in cloud communications, today announced the launch of its contact center platform. The platform provides a robust and scalable omnichannel cloud solution that helps businesses operating in Asia Pacific (APAC) are digitizing, automating and scaling their contact center operations so they can create better and seamless customer experiences.

In today’s digital environment, customers have new expectations when interacting with brands online.

In a new survey of 1,000 Singapore consumers, the results showed that:

  • 82% of Singapore consumers do not wish to engage with more than two points of contact for a given request or communication, and

  • More than 65% of Singapore consumers expect businesses to keep track of their contact information and all previous interactions to facilitate communications

This means businesses are challenged to better understand the touchpoints of the customer journey in order to improve customer satisfaction levels, build customer loyalty and deliver a better customer experience.

Toku Contact Center Features

Toku Contact Center is comprised of a cloud-based communication platform with communication API enhancements that give agents the flexibility to deliver a seamless customer experience across multiple channels. On top of that, they have access to customer information and can operate securely from anywhere, so they can support customers effectively and efficiently. In terms of connectivity, Toku customers also have access to PSTN (public switched telephone network) replacement in 17 APAC countries and virtual numbers in over 120 locations worldwide.

With a team of technology experts based in Toku offices across APAC, Toku has the innovation, experience, technology capabilities and local market knowledge to help businesses based in the region navigate the the highly fragmented market.

As such, Toku Contact Center is ideal for businesses that have or are looking to expand their operations into multiple APAC markets, without worrying about voice quality, latency, or scalability.

foodpanda selects Toku as partner to deploy cloud-based contact centers in APAC

At a time when hybrid working is rapidly becoming a reality, Toku is securing the future of cloud-based contact center solutions for fast-growing businesses.

Thomas Laboulle, founder and CEO of Toku said“The demand for bespoke contact center solutions is expected to increase significantly across APAC as the region’s fast-growing companies look for ways to improve their customer journeys and deliver better online experiences. With this in mind, we’ve designed our platform to meet the needs of businesses like foodpanda who need flexibility and scalability to help them achieve their business goals.As a cloud communication partner, we strive to enable our customers to more easily focus on what is most important to them: customers to support business growth.

“With Toku’s in-depth knowledge of our business needs, they have helped create bespoke solutions for a complex foodpanda ecosystem across 11 markets and different business sectors. Many more exciting solutions are being developed for our partners and customers, and we look forward to implementing with Toku’s technical support,” said Hossein EntekhabiSenior Director, Central Operations (APAC) at foodpanda.

Greater flexibility for a better digital contact center working style

Toku works closely with his tailor-made customers his solutions based on their processes and requirements, while ensuring that they are scalable and flexible, to meet the rapidly growing business needs of companies based in the APAC region. Toku Contact Center features include:

  • Reliability in APAC markets, with global scalability: Customers can chat with their customers from anywhere without worrying about quality and latency.

  • Full Omnichannel Integration Suite: Toku Contact Center was designed to provide better customer engagement via voice and messaging. It can be easily integrated with management tools and business applications, including ticketing systems, customer relationship management (CRM), workforce management (WFM), reporting and data tools, to provide a global view of the contact center.

  • Enhanced with communication APIs: Toku’s communication APIs were designed to work with the contact center platform, so companies have the ability to bring in-app communications to any digital environment or application. Moreover, all of their call and messaging data is synchronized with the contact center so they or they get an enhanced experience and detailed insights into every interaction.

  • See how calls are going with analytics and AI: Real-time and advanced reports are available to analyze agent productivity and call performance. And with sentiment analysis, companies obtain a concurrent approximation on the efficiency of their the call of the agents and the mood of the their clients.

  • The ideal tool for agent productivity: Toku takes agent satisfaction seriously, with the ability to call, record, create notes, transfer calls to supervisors, create post-call surveys and access individual performance reports, all in one browser-based solution.

Toku strives for continuous improvement his contact center platform with new AI-powered features such as voice transcription and voice recognition, among others.

About Toku

Toku helps businesses create better customer experiences that drive customer engagement at scale.

Based at SingaporeToku is Asia Pacific only dedicated cloud communications provider helping businesses overcome the complexity of digital transformation in the region, improve their customer experience and meet the growing demand for hybrid working.

Toku has combined local expertise, in-country infrastructure and bespoke UCaaS, CPaaS and CCaaS solutions into a compelling package, enabling the region’s largest enterprises to streamline their communications. Since its creation in 2018, Toku has worked with organizations as diverse as Gojek, JCDecaux and foodpanda.

With Toku, moving to the cloud has never been easier. Learn more about and LinkedIn.