TDCX named a Leader in ISG Provider Lens™ Contact Center – Customer Experience Services SG/MY 2022 report
October 26 2022 - 7:00PM
Business Wire
Achieves leadership position for its Digital
Operations, Work From Home Services and Social Media CX
capabilities across Singapore and Malaysia
TDCX, Inc. (“TDCX”) (NYSE: TDCX), a high-growth digital customer
experience (CX) solutions provider for technology and blue-chip
companies, was recognized as a Leader in the 2022 Information
Services Group1 (ISG) Provider Lens™ Contact Center — Customer
Experience Services report for Singapore and Malaysia.
Singapore and Malaysia are highly attractive markets for
international companies looking for outsourced customer experience
services. These markets also offer higher cost efficiencies than
many Western countries such as the U.S. and Australia. In addition,
both countries have robust IT infrastructure and government support
for the CX industry.
The report by ISG, a leading global technology research and
advisory firm, identified TDCX as a leader in all three categories
– Digital Operations, Work From Home Services and Social Media CX
Services.
Ms Angie Tay, Group Chief Operating Officer and Executive Vice
President, Singapore, TDCX said, “We are humbled and grateful for
the recognition by ISG. Emerging as a leader in two very
competitive markets is testament to our commitment to delivering
excellence in customer experience. At TDCX, we have been helping
brands delight their customers through our innovative solutions and
expertise in human resource management. Our global footprint and
Asian expertise also mean that we can support our clients in more
than 30 languages, including Asian “unicorn” languages such as
Bhutanese, Dhivehi and Sinhalese.”
The report noted that contact centres are turning into smart
centres with the ability to gain customer insights and to predict
human intent. Through workforce optimisation, analytics and other
advanced applications, call centres are becoming customer
experience centres. Such changing requirements and the increased
focus on enhancing CX are leading enterprises in Singapore and
Malaysia to seek the right partner to provide digital
solutions.
Mr Byron Fernandez, Group Chief Information Officer and
Executive Vice President, Malaysia, TDCX, said, “Increasing
customer expectations coupled with the ease of switching to another
brand underscore the need for brands to create a positive
experience. As such, brands need to be more agile, adaptable and
innovative in the way they serve their customers. This also needs
to be supported by skilled and engaged human capital and strong IT
infrastructure. To keep pace with such demands, we are seeing more
brands choose to work with specialist CX providers such as TDCX so
that they can focus on their core business.”
Mr Craig Baty, Lead Author of the ISG report, said, “TDCX is an
ideal partner for high-growth clients looking to tap into Asia’s
strong market potential. TDCX combines best practices and
technology to develop a comprehensive remote work solution.”
TDCX specialises in solving complex customer interactions to
help brands acquire new customers, build customer loyalty and
protect their online communities. TDCX recently announced its entry
into Türkiye, launching its 27th campus as it continues its global
expansion strategy.
To access a custom copy of the 2022 Information Services Group
(ISG) Provider Lens™ Contact Center — Customer Experience Services
report for Singapore and Malaysia, please visit:
isgreport.tdcx.com.
About TDCX
Singapore-headquartered TDCX provides transformative digital CX
solutions, enabling world-leading and disruptive brands to acquire
new customers, to build customer loyalty and to protect their
online communities.
TDCX helps clients achieve their customer experience aspirations
by harnessing technology, human intelligence and its global
footprint. It serves clients in fintech, gaming, technology, home
sharing and travel, digital advertising and social media, streaming
and e-commerce. TDCX’s expertise and strong footprint in Asia has
made it a trusted partner for clients, particularly high-growth,
new economy companies, looking to tap the region’s growth
potential.
TDCX’s commitment to delivering positive outcomes for our
clients extends to its role as a responsible corporate citizen. Its
Corporate Social Responsibility program focuses on positively
transforming the lives of its people, its communities and the
environment.
TDCX employs more than 17,000 employees across 27 campuses
globally, specifically Singapore, Malaysia, Thailand, Philippines,
Mainland China, Hong Kong, South Korea, Japan, India, Romania,
Spain, Colombia and Türkiye. For more information, please visit
www.tdcx.com.
____________________________ 1 ISG (Nasdaq: III) is a leading
global technology research and advisory firm. The ISG Provider
Lens™ Quadrant research series is the only service provider
evaluation of its kind to combine empirical, data-driven research
and market analysis with the real-world experience and observations
of ISG's global advisory team.
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For enquiries: Eunice Seow, eunice.seow@tdcx.com
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