Continuous Technologies: Enhancing Customer Engagements through Microsoft Technology

The adage ‘Collaboration is the key’ is the success mantra for Hong Kong based Continuous Technologies, which delivers high-shield creative solutions to help its clientele connect with customers effectively and deliver more value to them. Since its inception in 1989, Continuous Technologies has incorporated a high level of competency to automate business processes—powered by Microsoft technology. Ian Wong, Senior Partner of Continuous Technologies, says, “We learn from our technology partners the best practice and partner with our customers to craft the local form of implementation.” The firm’s suite of solutions focus on addressing the needs in the ever-changing customer interaction landscape.

Empowered by an extensive implementation experience in various industries, Continuous Technologies offers cutting-edge solutions for customer engagement. Microsoft technologies are always the key drivers underpinning digital transformation and as a Microsoft partner, the company stays abreast of the latest trends and technologies. It creates the solutions by applying the technologies in the correct way to resolve the customers’ problems and improve their efficiency.

Continuous Technologies’ solutions are widely accepted among its clientele and partners. These solutions have been utilized by many of them to enhance their front-line business processes. In one such case, an international insurance company successfully upgraded their quality assurance (QA) process and complied with the requirements of UK regulatory authority.

This QA system with detailed call analysis features was integrated with the transcription engine of NUANCE, an industry leader in speech technology— saving man hours tremendously. Continuous Technologies has also been implementing and enhancing the Integrated Front-Office Operation System for one of the world’s largest camera and copier manufacturers. The system is run in Australia, Hong Kong, Mainland China, Singapore, South Korea, Thailand, and other Asian countries. It covers all aspects of customer services including field services, billing services, parts management, and call centre. Its all-encompassing system is designed to streamline operations through standardizing workflow across all offices and regions to a high level of quality. Additionally, this system is highly tailored to suit a region’s specific needs.

Continuous Technologies always accentuates the importance of having an intelligent omni-channel engagement environment for business to be a part of customer engagement strategy. Leveraging various cutting-edge technologies, the company intends to mainstream a number of solutions such as Virtual Customer Assistant (VCA), video chat, knowledge management, and biometrics authentication. “VCA can add high levels of personalization and customization to digital self-help services. Deep integration to knowledge management systems and emerging technologies such as ‘chat bots’ expand the breadth and depth of interactions that can be automated. Therefore, we think that enterprises should be planning now for evaluation and investment in the technologies,” adds Wong.

Over the years, Continuous Technologies has expanded its presence in China and other neighboring countries of Asia. Moving ahead, the firm envisions embracing new technologies and solutions to cope up with the seismic change in the market and accelerate the returns on investment for businesses.