Jakarta, November 14, 2024 – PT VADS Indonesia successfully organized the Workshop for Leaders 2024 with the theme Humanizing Customer with Tech Embodiment at JS Luwansa, Jakarta.

The event was attended by industry leaders and practitioners keen to enhance the role of technology, particularly AI, in improving customer experience. Featuring a lineup of experts in customer experience and technology, the workshop provided in-depth insights into how AI can enhance service efficiency while fostering closer interactions with consumers.

The workshop began with an opening address by Saravanan Belusami, CEO of PT VADS Indonesia, emphasizing the transformative potential of technology in customer experience. “Various current statistics underline the urgency of adopting AI in customer service. For instance, approximately 79% of customers expect faster responses from businesses, while 30% feel more comfortable making high-value purchases over the phone. However, long wait times remain a significant deterrent for customers contacting call centers, highlighting the importance of technology in accelerating response times and simplifying customer interactions,” explained Saravanan.

Recent data shows that over 58% of customers used chatbots and self-service portals in 2022, demonstrating that AI technology is now integral to meeting the rising expectations of consumers.

The event also featured a panel discussion moderated by Deddy Hermansyah, Chief Marketing Officer of PT VADS Indonesia, with prominent industry leaders and experts, including:

1. Galuh Koco Sadewo, Co-founder & Chief of Business Development and Partnership at Botika, shared insights on adaptive AI technologies for a better understanding of customer needs.
2. Linda Nurhandayani, Customer Care Manager at PAM Jaya, discussed implementing technology to improve the speed and quality of public services.
3. Ratih Aprilia, Contact Center Manager at Haier Sales Indonesia, shared success stories of delivering more personalized and proactive customer experiences through technology integration.

In addition to expert presentations, the Workshop for Leaders 2024 held an Interactive Roundtable Discussion, allowing participants to exchange experiences, and ideas, and explore opportunities for applying AI technology to customer service within their organizations. Participant enthusiasm was evident in their active engagement, reflecting a collaborative spirit to drive innovation and elevate customer experience in the digital age.

“We’ve been partnering with VADS Indonesia for nearly five years, leveraging many of the technologies they offer. Our operational response to VADS has been excellent, especially since they frequently host insightful events like this, sharing experiences across various industries. I believe such events are incredibly beneficial and should continue,” said Ratih Aprilia, Contact Center Manager at Haier Sales Indonesia and one of the speakers at the event.

Through Workshop for Leaders 2024, PT VADS Indonesia aims to act as a facilitator for leaders to adopt relevant technological innovations and strategies, addressing industry challenges while supporting a more human-centered digital transformation in Indonesia.

Jakarta, June 6, 2024 - PT VADS Indonesia, in collaboration with Exotel, hosted a Workshop for Leaders with the theme "Delivering Personalized Digital CX with AI" at The Westin Hotel, South Jakarta.

The event featured experienced and competent speakers in AI technology: Saravanan Belusami (CEO of PT VADS Indonesia), Ankush Wadhwa (Vice President & Head of International Business at Exotel), and Vivilia Setiawan (Account Director at Exotel). The workshop participants included executives from 33 prominent companies across various industries such as Hyundai, Gojek, OCBC NISP, MRT, BYD, Biofarma, Paragon Technology and Innovation, BCA Life, SiCepat, Bukalapak, among others, as well as representatives from the government and ministries.

"Digital Contact Centers play a crucial role in the modern era for several main reasons. First, their setup is easy and efficient, requiring just a few clicks. Second, they offer flexible scaling to meet unexpected demands by securely onboarding agents. Third, they optimize personnel and productivity to reduce operational costs. Additionally, these contact centers enable superior customer service without substantial investment in IT infrastructure, supported by advanced technologies like Analytics, AI, and Chatbot, and manage communication traffic to reduce customer issue resolution times, thus enhancing customer satisfaction," explained Saravanan Belusami, CEO of PT VADS Indonesia.

Through these advantages, Digital Contact Centers play a crucial role in providing effective and efficient customer service, helping companies stay competitive in an increasingly digital and dynamic market. Personalized digital customer experience involves all customer interactions with a brand through online channels such as social media, live chat, email, websites, and mobile apps. The overall customer perception of the brand forms their digital experience.

Personalized digital CX has a significant impact. An Epsilon study found that 80% of customers are more likely to purchase from brands offering personalized experiences. Salesforce research also showed that 79% of customers are willing to share relevant data for more contextual engagement and 88% for personalized offers.

"The benefits of personalized digital CX include increased conversion rates, average order values, lead nurturing, and customer retention. Personalization not only makes customers feel more valued but also delivers significant business results. With this approach, companies can strengthen relationships with customers and enhance long-term success in a competitive market," stated Saravanan Belusami.

Ankush Wadhwa, Vice President & Head of International Business at Exotel, one of PT VADS Indonesia's partners, also revealed, "This AI-based contact center solution offers detailed control, high-level privacy, and flexible deployment models. It provides omnichannel services such as voice, video, WhatsApp, WebChat, Facebook, Messenger, Twitter, Instagram, and Google Business Manager. The solution boasts 99.99% uptime, increases productivity by 60%, and supports over 50 million daily engagements. Key features include Powerful Dialer, AI Agent Assistant, Agent Self Monitoring, Omni Interaction, Automated Call Summary, dashboard, universal routing, and scaling capabilities for over 20,000+ agents."

"Exotel's solutions leverage GenAI technology for 50% faster resolution. These solutions empower contextual customer conversations using bots based on Large Language Models supported by generative AI. Key features include a Voice Bot capable of large-scale human-like conversations, Next-Gen Chatbot providing empathetic responses based on user sentiment, Exo Insights API allowing answer customization using information from documents, PDFs, Excel, etc., and Exo Minds API enhancing agent productivity with smart summarization, transcription, and translation," added Vivilia Setiawan, Account Director at Exotel.

The Workshop for Leaders not only featured presentations from leading speakers but also hosted an Interactive Roundtable Discussion moderated by Raman Kishore, Head of International Marketing at Exotel. During this session, participants showed high enthusiasm in sharing experiences and exploring their interests in implementing personalized digital CX in their respective companies. This spirit of collaboration and openness is expected to form a strong foundation for leaders to adopt new innovations and strategies in enhancing digital customer experiences in the future.

Jakarta, 29 February 2024 – PT. VADS Indonesia is again holding the 2024 Client Gathering event with the theme "Leveraging The Modern Contact Center to Drive Your 2024 CX Strategy". This event was held at the Puri VADS Nariba Office located in Mampang Prapatan, allowing clients to see directly the site and operations of PT VADS Indonesia. Apart from that, this event is also a forum for strengthening relationships with clients and expressing gratitude to PT VADS Indonesia for the loyalty and trust that has been given.

At this event, PT VADS Indonesia emphasized the importance of using technology to improve customer experience and provide better service. Apart from that, this event also introduced the latest solutions such as AI Automation through ChatAI and Voice AI, which have the potential to provide positive benefits for clients and help them adapt to the digital era. PT VADS Indonesia also introduced digital BPO solutions for 5 vertical sectors, including the BFSI, E-Commerce, Telecommunication, Healthcare, and Manufacturing/Automotive sectors. This digital BPO solution not only aims to improve customer experience but also to meet the specific needs of each industrial sector by providing an end-to-end process starting from customer engagement, customer retention, and customer profiling, to value creation.

This event was attended by various clients and potential clients of PT VADS Indonesia from various sectors such as banking companies, telecommunications, government, e-commerce, hospitals, and others, who are users of PT VADS Indonesia's services.

At this event, Deddy Hermansyah, Chief Sales and Marketing Officer of PT VADS Indonesia explained the customer experience trends for 2024, including:

1. Hyper-personalization, is a further stage of personalization where we not only consider factors such as age, gender, and so on in consumer behavior, but also dig deeper into the personality of each customer such as consumer behavior patterns, shopping trips, community, and other factors. This allows us to carry out more accurate customer profiling in presenting content, products, and services according to each customer's individual preferences, behavior, and needs, thereby increasing customer loyalty.

2. Ethical AI Integration, AI becomes a supporter in providing services by analyzing and speeding up the decision-making process, so that customers can experience a superior customer experience.

3. Ethical CX and Privacy Concern, apart from providing convenience and satisfaction to customers, the most important thing is the privacy and security that we provide to them. By providing good data protection, customer trust can be maintained. PT VADS Indonesia has standard operational procedures starting from networks, and systems, to operations, including policies towards people and data that comply with the ISO 27000:1 standard which is updated every year.

4. Virtual and Augmented Reality (VR/AR), this technology allows us to visualize the products to be purchased by displaying 3D models, immersive interactions, and the best customer experience. This technology has been used by leading companies such as Apple with its product, Apple Vision, which combines mobile phones with virtual reality.

5. Sustainability Driven Experience, ESG (Environment Sustainability and Governance) is a program that is an important focus for the millennial generation, Gen Z, investors, and all company stakeholders in creating a sustainable environment. This involves environmentally friendly business practices, support for local communities, and the integration of sustainability principles into company operations to ensure the continuity of the company as well as the environment and surrounding communities.

"These five trends are in line with the evolution of developing innovative solutions which have become an advantage at PT VADS Indonesia. These solutions have been implemented for strategic clients facing challenges and customer experience needs in the future," said Deddy Hermansyah.

"As a solid partner, PT VADS Indonesia shows high responsiveness and flexibility in providing services, no exception in any situation. "This advantage is a major factor in building strong working relationships with clients, some of whom have even collaborated for more than a decade," he added.

The 2024 VADS Indonesia Client Gathering event, using the fine dinner concept, is an important forum for clients to gain the latest insights while strengthening cooperation in improving a better customer experience in 2024.

PT. VADS Indonesia is a Business Process Outsourcing (BPO) service provider that has experience in providing high-quality customer experience (CX) solutions for various industries. With a focus on technological innovation and customer satisfaction, PT VADS Indonesia continues to be committed to providing the best service to its clients.

On August 9, 2023, PT VADS Indonesia successfully held a Workshop for Leaders which was held at the JS Luwansa Hotel and Convention Center. The event with the theme "Transformation of CX in the Digital Era" managed to attract the attention of more than 50 participants from various companies with various industries. The major transformations brought about by the digital era have had a significant impact, including on the way customers interact with companies and brands. Now, customer experience has become the main point in creating a competitive advantage and building strong loyalty.

The fast and dynamic digital era has created ever higher expectations from customers for the products and services they enjoy. A seamless, personal, and relevant experience in every interaction with the company is an inevitable demand. In this view, adapting to these changes is not just a choice, but a necessity. Technology and digitization have brought not only new opportunities but also new challenges in creating great customer experiences.

In order to wisely address these changes, PT VADS Indonesia held a Workshop for Leaders as a forum to explore strategies for dealing with these changes and provide an unforgettable customer experience. This event allows participants to discuss and hear first-hand experiences from industry leaders, especially Ms. Tine E. Effendy, Vice President of Customer Satisfaction at Bukalapak who has shared her knowledge and experience on effective strategies to achieve customer experience transformation.

In his remarks, the CEO of PT VADS Indonesia, Saravanan Belusami, said, "I believe that transforming the customer experience is a journey that requires commitment and hard work from every individual or organization involved. Therefore, let's take this opportunity to collaborate and share knowledge so that we can create innovative and relevant steps in dealing with existing challenges and opportunities, in order to provide an extraordinary customer experience."

This event also presents experience-sharing sessions in terms of technology and solutions, Deddy Hermansyah (Chief of Marketing & Sales Officer) and Firdaus Nur Dwi Fahmi (Chief IT & Digital Officer) representing VADS Indonesia to share processes in achieving superior customer experience.

It didn't stop there, the Workshop for Leaders also provided discussion sessions for participants, discussing various case studies such as discussions on outbound strategies, management of field service systems, and social media analytics. This is a valuable opportunity for participants to interact directly, exchange ideas, and understand the implementation of the concepts discussed.

Through the Workshop for Leaders with the theme "Transformation of CX in The Digital Era", PT VADS Indonesia has opened doors for industry leaders to understand and face the challenges and opportunities the digital era offers. With the spirit of collaboration and knowledge sharing, it is hoped that companies and leaders can jointly create extraordinary customer experiences and build success in facing the changes in CX transformation in the digital era.

Jakarta, 16 March 2023 – PT. VADS Indonesia again held the 2023 Client Gathering event with the theme "The Future is Here: Improve your Contact Center in 2023". At this event, PT VADS Indonesia focused on how technology can improve contact center services and provide a better digital experience for its customers. The event, which was held at one of the prestigious restaurants in South Jakarta, is also a place to strengthen relationships with clients and to thank PT VADS Indonesia for the loyalty and trust that has been given. In addition, PT VADS Indonesia also introduced other solutions such as Customer Experience Automation, which can improve service efficiency and quality through the use of technology such as inbound and outbound contact center automation, predictive, omnichannel + AI, live chatbots, WhatsApp, and beyond. BPO solutions. PT VADS Indonesia hopes that these solutions can have a positive impact on clients and help them transform into an increasingly advanced and reliable digital era.

This event presented 4 speakers who were experienced and competent in their fields, namely: Philip Joseph (Senior Vice President of Customer Experience & Service Operation Indosat Ooredoo Hutchison), Windy Andale (Vice President of Customer Services PT ASDP Indonesia Ferry), Anna Novy Handayani (Division Head Mandiri Inhealth Customer Service), and Nico Herry Janto (Head of KRING Tax, Directorate General of Taxes, Ministry of Finance of the Republic of Indonesia). The four speakers shared their experiences and projections for facing 2023 in a panel discussion that was attended by more than 30 well-known companies, including telecommunication companies, government, e-commerce, banking, and others, who are users of PT VADS Indonesia's services.

At the event, Deddy Hermansyah, Chief Marketing and Sales Officer of PT VADS Indonesia explained research from Gartner and the Asia Pacific BPO Association regarding the trending customer experience (CX) in the future, namely:

• Artificial Intelligence and Machine Learning, where CX's ability not only answers consumer problems but can also predict consumer behavior and needs based on journey and personalization.
• Human Centric CX Design, CX design to make every interaction easy (seamless) and automation in accelerating questions and answers from every interaction with consumers in order to provide a closer (meaningful) relationship.
• Total experience (TX), is a synchronization of the 3 pillars namely people, process, and technology to provide better solutions and collaboration.
• The use of omnichannel, connecting both digital and traditional channels in one platform and studying the journey of consumers to minimize friction in CX and make a seamless omnichannel.
• Metaverse in CX is a new breakthrough in CX services where consumers can experience, try, as well as discuss directly with SME (subject master expert) so as to provide an unforgettable experience.

"These five trends are in line with the changes that have occurred in designing new solutions which have become the flagship solution (Beyond BPO) at PT VADS Indonesia. These solutions have been implemented for several strategic clients in responding to the challenges and needs of CX in the future.”, said Deddy Hermanyah, “As a good partner, PT VADS Indonesia is very responsive and flexible in providing services in all conditions. This quality makes clients loyal in cooperating with PT VADS Indonesia, and some have even worked together for more than 10 years.", he continued

In early 2023, PT VADS Indonesia received an award from Indosat Ooredoo Hutchison as The Best CX Partner 2022, and 35 other awards both nationally and globally, such as from ICCA, Stellar Award, Frost and Sullivan, CCW, and others. PT VADS Indonesia also conducts surveys through third parties from year to year to measure the level of satisfaction and performance (NPS and CSAT) of its clients. The research results show an increase of 10 points to 40 in NPS and an increase of 6 points to 98% in CSAT. This increase occurred in several aspects, such as good communication, responsiveness, good service, efficiency, performance as needed, and service readiness.

"The awards we have received and the NPS and CSAT achievements that have increased in 2022 are not a reason for PT VADS Indonesia to be complacent. All of this will trigger us to further improve our services, update solutions that are trending in the market according to the vertical industry, and bring convenience to our clients to be more advanced and competitive in the future” Closed Deddy Hermansyah at the PT Client Gathering event VADS Indonesia.

Jakarta, 6 December 2022 – PT. VADS Indonesia held the 2022 FSI Seminar with the theme "Maximizing the Role of Automation for a More Effective and Efficient Customer Experience". At this annual seminar, PT VADS Indonesia is working with Gleematic and Exotel to share knowledge and strategies on how to improve customer experience by utilizing technology, especially in the financial industry sector.

The event which was attended by 45 well-known companies from the financial industry such as Commonwealth Bank, Bank DKI, Bank Syariah Indonesia, Bank BCA, Seabank, Dompet Dhuafa and others, some of which are clients of PT. VADS Indonesia presents 5 experienced and competent speakers, both from regulators, the financial industry and consumer services. The speaker who is also a client of PT. The Indonesian VADS are Nufransa Wira Sakti, Expert Staff to the Minister of Finance for Tax Oversight at the Ministry of Finance of the Republic of Indonesia, Ruly Widyanto, Multiguna Division Head Mandiri Tunas Finance, Vitri Ani, Head of Operations Nanovest, Christopher Lim, Founder/CEO of Gleematic AI, and Raman, Exotel Head of International Marketing.

Saravanan Belusami, CEO of PT VADS Indonesia opened the event by telling the evolution of the customer experience that departed from traditional call centers around the 1990s, multichannel in the 2000s, omnichannel in early 2010, proactive service in late 2010, up to now with robotic customers. experience. "We must always keep up with technological developments by adapting immediately and not being left behind in providing services. Evidenced by online registration (e-KYC) in the financial industry such as banking, fintech and e-commerce which makes it easier, faster and more efficient.", he continued.

In addition, Deddy Hermansyah, Chief Marketing & Sales Officer of PT VADS Indonesia, explained that automation will shorten data processing, predictable physical activities and data collection by up to 70-75%. Research from McKinsey predicts that 15% of the global workforce will be replaced by automation. Although we also have to pay attention that many developing countries with young generations like Indonesia will experience an increase in the need for employment.

This automation is one of the superior solutions by VADS Indonesia in increasing the trust of clients and prospective clients. "With automation in the Customer Experience, it will reduce the error rate from humans. Everything will be more accurate and consistent, improve customer experience, as well as better operational visibility," said Deddy Hermansyah. He also explained about artificial intelligence (AI) and robotic process automation (RPA) which are used for online registration (e-KYC) processes via video calls, chatbots, voicebots, data processing, collection, inventory, and others.

PT VADS Indonesia's chatbot development is based on AI, natural language processing (NLP), and Machine Learning which makes first contact resolution easier, faster and more efficient. The chatbot has been implemented in several PT VADS clients in the manufacturing, pharmaceutical and telecommunications sectors with a hybrid model (bot + live agent), so that every interaction can be completed at the bot and live agent level. "In today's digital era, we know that a lot of conventional banks are transforming into digital banks, where our clients use full outsourced solutions where the premises, systems and operations are all provided by PT VADS Indonesia. Clients and customers don't need to worry, because we are ISO 27001:2013 and PCI DSS certified regarding confidentiality and reliable data security for transactions using credit cards," said Deddy Hermansyah. "Apart from that, PT VADS also has ISO 9001:2015 for operational management and what will be coming soon is ISO 37001:2016 regarding anti-bribery. We also provide the latest value added such as learning management system (LMS), knowledge management system (KMS), and quality monitoring system (QMS) to improve CEC performance, productivity, and customer satisfaction quality score (CSAT) and net promoter score (NPS). ”

It should be mentioned, in September 2022, PT VADS Indonesia won the "Best Stellar Workplace Award for Small Employee" and "Stellar Workplace Recognition in Employee Commitment & Satisfaction" awards from the Stellar Workplace Award DX 2022. In addition, PT VADS Indonesia also received an award at the Best Contact Center Indonesia 2022 event in the category "The Best Technology Innovation". This was obtained for the support and trust of clients who have used their customer service for PT VADS Indonesia.

Jakarta, 31 August 2022 – PT. VADS Indonesia again held the 2022 Government Seminar with the theme "Increase Customer Satisfaction by Optimizing Digital Public Services". This seminar is an annual activity of PT. VADS Indonesia with the aim of sharing knowledge and strategies on how to improve public services in each unit or institution through digital media, especially in government.

This seminar presents speakers who are experts and competent in their fields ranging from regulators as well as practitioners who provide important insights on how to increase customer satisfaction by optimizing public services digitally such as Marvels P. Situmorang, Director of Broadband Development of the Ministry of Communications and Informatics of the Republic of Indonesia, Simon Charlie, Head of Operations Management of the Pre-Employment Card Organizer, Ginanjar Endra Prasetiyo, Head of Operational Section for the Financial Services Authority's Consumer Services, and Evasari Sitorus, Managing Director of Dataxet Sonar.

"Based on the survey results, problems, and challenges from McKinsey 2019, there are 3 main issues that are often faced by operators in both the commercial and government sectors in improving digital service results, namely:
1. Acceleration of service waiting time
2. Increase customer confidence
3. Reducing customer dissatisfaction

These three main problems have been answered by PT VADS Indonesia by presenting solutions such as voicebot services, chatbots, whatsapp bots, omnichannel, and Robotic Process Automation (RPA) to speed up services on digital channels and turnaround time (TAT). Then to increase customer trust and customer satisfaction, we also present value added such as Learning Management System (LMS), Quality Monitoring System (QMS), data security and confidentiality services in accordance with ISO 27001: 2013, PCI DSS, customer survey services (CSAT and NPS), and the Center of Excellence (COE). “ said Deddy Hermansyah, Chief Marketing Officer of PT VADS Indonesia.

The solutions mentioned above have been implemented by our clients in various sectors of government, banking, e-commerce, and telecommunications. And provide service improvements in terms of performance, targets, and customer satisfaction. This is proven by the loyalty of our customers who are still using the services of PT VADS Indonesia for more than 5-13 years.

Even in this umpteenth session, we updated our latest solutions and VADS Transformation which consists of 5 pillars namely VADS Academy, VADS ICT, VADS COE, VADS Digital, and VADS Analytics. For VADS Digital, we provide smart solutions such as smart retail, smart building, smart water information management, digital workspace, metaverse solutions, and 3D data technology. Deddy Hermansyah added that these five pillars of transformation are carried out to support and accelerate digital transformation services for our clients and potential clients. As President Joko Widodo has stated through his official Twitter account, “In the future, it will not be big countries beating small countries, rich countries beating poor countries, but fast countries beating slow countries. Indonesia's three foundations to compete in the future are infrastructure, downstream industrialization, and digitalization." This is where PT VADS Indonesia is here to support and ready to help improve quality, satisfaction, and transformation in digital public services.

Participants attending this seminar consisted of various government agencies such as Bank DKI, Transjakarta, Ministry of Finance, KLIP DGT, Ministry of Home Affairs, Ministry of Education and Culture, Ministry of Foreign Affairs, OJK, Health BPJS, Ministry of Energy and Mineral Resources, and many more.

It is hoped that this seminar will add insight to the participants in increasing customer satisfaction through digital media and also get to know more about the solutions that PT VADS Indonesia can provide in improving public services in the digital era.

Jakarta, 17 June 2022 – PT. VADS Indonesia held an E-Commerce and Logistics Event with the theme "Effective and Efficient Digital Customer Experience for e-Commerce and Logistics Industry at Post Pandemic Era". This event is PT VADS Indonesia's first activity to be held offline after the pandemic with the aim of providing insight to customer service providers to improve the effectiveness and efficiency of customer service.

This 2022 E-Commerce and Logistics Event presents 4 experienced and competent speakers in their fields, including Maneesha Bushal (JD.ID Customer Experience Director), Cut Noosy (Grab Indonesia Director of Support Operations), Juan Almer (AVP of Customer Experience Anteraja). ), and Doddy Kartiwa (Senior Solutions Consultant Genesys). This event was attended by more than 30 well-known companies from companies that use the services and services of PT VADS Indonesia, especially from the banking industry, E-Commerce, Logistics, and other sectors.

"The pandemic has accelerated the digital transformation process where we know that their e-commerce, logistics, and fintech companies are still surviving and growing in this pandemic era, where other industries have experienced a decline or even fall in this pandemic era. This is because industries that have adapted and have implemented digital systems are able to provide flexibility and convenience in conducting transactions and consumer needs,” said Deddy Hermansyah, Chief Marketing Officer of PT VADS Indonesia.

This is the responsibility of PT VADS Indonesia as a service provider to be able to support clients in transforming and providing digital solutions such as digital customer experience, robotic process automation, social media analytics, 360-degree CRM, Omni channel, learning center, e-knowledge management, digital marketing, high availability services, and other smart services.

In addition to the updated solutions above, PT VADS Indonesia also has certification for regulations set by the Indonesian government and international policies to provide digital transformation solutions, including KBLI for standard classification permits for business fields, and ISO 27001:2013 for confidentiality. data, PCI DSS for financial transactional, ISO 9001 for operational management, COPC for high quality, high productivity, and high-performance operations, Six Sigma for process and solution innovation, and ITIL for helpdesk and service desk services.

Currently, PT VADS Indonesia also provides added value to our clients, in terms of HR such as training for operations personnel including High-Performance Management Techniques (HPMT) training, COPC, BNSP, and other training to support service and performance. In terms of technology, PT VADS Indonesia provides PowerBI for real-time analytical reports, e-learning knowledge management, and QMS (Quality Monitoring System). Meanwhile, from the process side, PT VADS Indonesia provides a center of excellence (COE) to ensure consistent results and increase productivity and performance.

"PT VADS Indonesia does not just stop here, we continue to provide the latest innovations and breakthrough solutions to continue to exist as a service provider and "chosen digital partner". The latest solutions that we will provide in the future such as augmented reality, virtual reality, metaverse, and other smart solutions. We believe that our service culture and our solutions can answer our clients' business challenges in facing the digital era. This is proven by the growth of clients at PT VADS which continues to increase, even though some clients have been with us for more than 5 years of service. Because we believe that convenience is not only for one group but for everyone, and here PT VADS Indonesia provides convenience to help companies to transform and continue to exist in the future.” said Deddy Hermansyah, CMO of PT VADS Indonesia.

Jakarta, March 16, 2022 – PT. VADS Indonesia again held the 2022 Client Gathering Webinar with the theme "Transforming your Customer Service into an Excellent Digital Experience". This webinar is an annual activity of PT. VADS Indonesia aims to give appreciation and commitment to clients for the loyalty and trust of those who have used the services of PT VADS Indonesia and improve relationships with clients of PT VADS Indonesia. In addition, on this occasion, PT VADS also introduced new solutions to improve contact centers and help clients transform into digital experience including Customer Experience Automation solutions (inbound and outbound contact center automation, omnichannel + live chatbot, and WhatsApp Bot). These solutions are expected to provide a seamless customer journey and efficiency and fast response in a service operation.

“I can say the customer journey has changed actively over the last few years. The pandemic has accelerated the digital transformation of many companies in providing new customer experiences. In a series of webinar sessions organized by VADS, we continue to bring expertise to share experiences on how they have made digital transformation when using VADS digital services together with our partners who continue to produce many innovations to improve to provide better." said Saravanan Belusami, CEO of PT VADS Indonesia.

The 2022 Client Gathering presents 3 experienced and competent speakers in their fields, including Tine E. Effendi (Vice President of Customer Satisfaction Management Bukalapak), Hunady Budihartono (Country Manager Genesys), and Hizam Ghazali (GM Digital Services Telekom Malaysia). This event was attended by more than 50 well-known companies from companies that use the services of PT VADS Indonesia in various industries such as banking, E-Commerce, telecommunications, government, and other sectors.

“As quoted from an international entrepreneur Jeff Bezos, founder of Amazon Corporations, “There is no other option to digital transformation for companies. It's either digitize or welcome failure”. Where Jeff Bezos has concluded that if a company does not want to transform to digital services, it will wait for the failure and extinction of its business. This is where PT VADS Indonesia plays a role in helping existing and potential clients to transform into digital experience excellence services, both in terms of providing up-to-date digital technology systems, reliable human resources with digital capabilities, and adequate infrastructure and places. Especially for digital engagement services in the banking and financial sector, we already have ISO 27001:2013, PCI DSS, and ISO 9001:2015.” Said Deddy Hermansyah, Chief Sales & Marketing Officer of PT VADS Indonesia.

Deddy Hermansyah added, not stopping at the digital solutions mentioned above, PT VADS also provides added value to customers who join, including:
1. Provide a customer e-learning center (learning management system) to facilitate the process of updating knowledge of a product and service online, either at home / WFH or at the office / WFO of course equipped with online testing standards in the form of pre and post-tests, as well as quizzes to ensure absorption is fit for purpose.
2. Provide insightful analytical reporting with VADS Power BI (Business Intelligent) tools with the advantages of customizable visualization, data modeling, and insight reporting, and can be accessed via mobile phone with efficient time and interactive visualization.
3. Providing services with a STRONG culture (Move, Aim, No Turning Back, Target, Accelerate, Precise) that is tailored to the client's vision to increase productivity and performance. At the same time, preparation for The Best Contact Center Indonesia competition starts with determining the talent, appearance, skills, and materials that will be carried.

In this session, PT VADS introduced the 5 pillars of transformation to focus on and connect its solutions through digital transformation. The 5 pillars of the transformation are VADS Academy, VADS Analytics, VADS ICT, VADS COE (Center of Excellence), and VADS Digital. Where these pillars relate to VADS solutions in providing excellent digital experience services. The VADS Analytics pillar, which was just presented in the session, has the advantages of recording, listening, and crawling data to all online services and social media channels by analyzing various sentiments, emotions, and expert data scientist analysts. So it can provide reports in real-time data updates and report analysis. We also offer a free trial via the link bit.ly/vads-SMA

"Of course, in 3 years of this pandemic, PT VADS has learned a lot and continues to provide full support to our clients with work from home services where data confidentiality and security are maintained. In addition to the BPO (Business Process Outsourcing) solutions above, in this sharing session, we also explained other solutions from PT VADS, namely ICT (Information and Communication Technology) solutions including VADS Cloud, Smart Services, Manage Service Desk, Helpdesk, and Blockchain Secure Authentication, and RPA (Robot Processing Automation). We also offer a free trial for the above services by contacting directly through our team. For this RPA service, it has been implemented in the service headquarters of PT VADS (Telekom Malaysia). Where the service request process can be shortened and accurate from a 3-hour TAT (Turn Around Time) process to just a few minutes. This proves that RPA services are able to replicate human action, are able to work without human intervention, and are able to work 24x7 365 a year so that they provide benefits and are cost-effective. So immediately join VADS Indonesia and feel our advantages and benefits to grow fast and big together, VADS will make your business easier! " said Deddy Hermansyah.

Jakarta, 17 November 2021 – PT. VADS Indonesia held the 2021 FSI Webinar with the theme “Approaching The Society 5.0: Understanding the Technology to Maximize the Customer Service Role in Financial Service Industry” via Zoom Webinar. This webinar is an annual activity of PT. VADS Indonesia, which this time collaborated with Genesys with the aim of sharing knowledge and strategies on how to improve customer service by utilizing technology, especially in the financial industry sector.

This event presented 3 experienced and competent speakers from regulators and the financial and customer service industries who are also clients of PT. VADS Indonesia, namely Ms. Intan Rahayu (Director of Cyber ​​Security and Industrial Passwords, National Cyber ​​and Crypto Agency of the Republic of Indonesia), Ms. Reni Septiana (Senior Vice President of Digital Bank Central Asia), and Mr. Albert Tay (Director of Financial Services of Genesys APAC). . This webinar was attended by approximately 30 well-known companies from the financial industry including Bank BTN, Bank DKI, Ministry of Finance, Commonwealth Bank, Mega Insurance, Bank OCBC NISP, Bank CIMB Niaga and others, some of whom are clients of PT. VADS Indonesia.

In this webinar, Mrs. Intan Rahayu explained the 5.0 industrial revolution and digital transformation in Indonesia. In addition, it also explained the trend of cyberattacks that occurred in Indonesia, namely Ransomware Attacks (Malware asking for a ransom) and also Denial of Service. The focus of this material is related to industry cybersecurity standards as well as information security aspects that must be considered such as policies and governance, identification of critical assets, capability enhancement, technology security, incident preparedness, and governance. Meanwhile, Mrs. Reni Septiana, explained how the transformation carried out by PT Bank Central Asia in improving its customer service. Various channels that can be used by Bank BCA consumers to contact HaloBCA both traditionally and through digital channels such as WhatsApp, HaloBCA application, email, Twitter, and also chat or telephone with customer service so that consumers can easily get customer service to meet their needs.

Albert Tay, Director & Head of Financial Services for Genesys Asia Pacific, highlighted that the financial services industry is witnessing a paradigm shift and significant disruption to cater to consumers’ evolving needs. To meet the expectations, organizations need to re-evaluate their transformation strategy and modernize quickly. In doing so, they need to adopt a ‘people-centric approach built on the core principles of empathy and providing Experience as a Service^SM that helps the brand to deliver frictionless and connected customer experiences (CX), ultimately resulting in consumer trust and loyalty. 

“In Reimagining Society 5.0, financial institutions will need to have a deft digital focus on building a more interactive dialogue and tapping into rich technology ecosystem technologies and partners, to deliver more empathetic and personalized interactions. For that, each customer needs to be treated beyond being a serial number to being an individual with unique preferences. At Genesys, Experience-as-a-Service is our northern star which guides us to fulfill our promise of being a strategic vendor, partner, and employer of choice,” said Tay

Deddy Hermansyah, Chief Marketing Officer of PT VADS Indonesia revealed how PT VADS Indonesia responded to the challenges of the new society 5.0, where this society is a super-smart society. Internet of Thing (IoT) will connect everyone with machines and also artificial intelligence and all availability of knowledge and information will be open so that it will give birth to new values ​​and increase the possibility of human openness developing through robots, steering fewer cars, artificial intelligence, automation processes to help facilitate physical abilities and behavior.

This is where PT VADS continues to develop and transform to support and respond to the new life and new industries mentioned above. By developing digitalization and digitization of digital services, developing human resource capacity, technology, and infrastructure to identify digital service fulfillment and fully integrate digital transformation. Especially in the financial vertical of the banking sector, PT VADS Indonesia not only helps the transformation of traditional banks into digital banks with service solutions for the Internet of Things, digital branches, omnichannel, analytics (structured and unstructured data), customer centricity, and service excellence as added value and providing a security solution that complies with ISO 27001:2013 security standards and is PCI DSS certified.

“And to answer the challenges in implementing digital security and cyber attacks, we implement a security management system, information security, service security, fraud monitoring, and protection of personal data (customer data), PCI DSS, and Blockchain Secure Authentication (BSA), a blockchain service. which has the advantages of advanced technology because it uses blockchain technology, is passwordless, reliable to avoid brute force attacks, cost-effective because there are no additional costs for OTP (SMS fees can be eliminated). PT VADS also provides free POC BSA for financial industry companies which can be accessed at the link https://bit.ly/bsa-poc.” said Deddy Hermansyah.

"Until now, PT VADS has been trusted by several institutions, banks, insurance, and fintech in Indonesia including the Ministry of Finance, Bank BCA, Bank BTN, Bank OCBC NISP, Commonwealth Bank, Honest Bank, FWD, CAR, Shopee Pay, Zipmex, Magic, Bukukas, and so on. We continue to maintain this trust by providing additional value and improving services in an effective, efficient, empathetic, and responsive manner to every strategic client of PT VADS because we realize that PT VADS exists and is big until now because of the many clients who trust and new clients who work together. with PT VADS. This does not stop us from continuing to be more innovative, flexible, and agile in developing new digital solutions as a service provider, including smart banking, smart city, smart retail, and other smart services.” Added Deddy Hermansyah

Jakarta, 28 July 2021 – PT. VADS Indonesia held a Government Webinar 2021 with the theme "Optimizing Progressive and Participatory Digital Era Public Services in the New Normal Order" via Zoom Webinar. This webinar is an annual activity of PT. VADS Indonesia with the aim of sharing knowledge and strategies on how to improve public services in each unit or institution in the era of the new normal order, especially in government.
In addition, on this occasion, PT VADS also introduced new solutions to improve public services during the pandemic such as Business Continuity Plan (BCP), Work From Home (WFH), Cloud Analytics, and Blockchain Security Authentication transaction data security solutions. These solutions are expected to facilitate services for customers and the public who need information with a fast and appropriate response, especially during this pandemic, and ensure the security of customer data.

This webinar presents speakers who are experts and competent in their fields ranging from regulators and also practitioners who provide important insights on how to optimize public services in the digital era, especially during this pandemic, such as Ary Budi Sulistyo, Broadband Governance Coordinator of the Broadband Development Directorate. Directorate General of Post and Information Technology, Ministry of Communication and Information Technology, DR. Sarpono, Director of Census and Survey Methodology Development, Central Bureau of Statistics, Hilman Sandhi, CRA Division Head of PT PAM Lyonnaise Jaya, Thaib bin Mustafa, Director of FNV-M (SEA), and Helmy Mohammad Noor, Data Scientist Management Consultant TM ONE.

"PT VADS Indonesia also supports government programs in meeting health protocols and staying productive by providing new solutions such as Work From Home, Cloud Analytics, and Blockchain Secure Authentication which is the latest technology that uses blockchain technology for distributed security random check, passwordless. , and encrypted data so that the user does not need to remember the login password. On the one hand, this BSA technology also provides efficiency because it can eliminate SMS OTP costs. We provide flexible and updated business solutions to improve business and help companies transform into the digital era, for example, PT PAM Lyonnaise Jaya, which is one of PT VADS Indonesia's clients, supported by VADS for digital transformation using omnichannel and WFH solutions. In the pandemic era to continue to be productive and keep services available.” said Deddy Hermansyah, Chief Marketing Officer of PT VADS Indonesia.

Deddy Hermansyah revealed that PT VADS Indonesia has also carried out a vaccination program for all employees of PT VADS Indonesia, totaling around 6600 employees. Currently, PT VADS Indonesia serves more than 60 companies in terms of government, telecommunications, e-commerce, health, manufacturing, fintech, banks, insurance, and many more, both local companies in Indonesia and companies abroad.
Participants who attended this webinar consisted of various government institutions such as Bank DKI, Transjakarta, Ministry of Transportation, Ministry of Finance, KLIP DJP, Ministry of Home Affairs, Bank Sleman, Ministry of Education and Culture, OJK, Ministry of PUPR, Ministry of Energy and Mineral Resources, and many more.

This webinar is expected to add insight to the participants in carrying out public services that remain optimal even in conditions of the new normal order as it is today and also to be more familiar with the solutions that PT VADS Indonesia can provide in improving public services in the digital era, especially during the pandemic.

Jakarta, March 17, 2021 - PT. VADS Indonesia again held a client gathering event 2021 with the theme "Adapting to the New Era of Efficient and Efficient Contact Center During The Pandemic" through a webinar. This webinar is an annual activity of PT. VADS Indonesia with the aim of giving appreciation and commitment to clients for loyalty and trust they have used services from PT VADS Indonesia while increasing relations with clients PT VADS Indonesia.

In addition, on this occasion, PT VADS also introduced new solutions to increasing the Contact Center and Customer Experience during a Pandemic such as the Business Continuity Plan (BCP) solution, Work from Home (WFH), Cloud Alpha Solutions, and Blockchain Security transaction data security solutions Authentication. These solutions are expected to facilitate services for customers who need information with a rapid and appropriate response especially during this pandemic and ensure customer-owned data security.

"If we see the trend of how to work before the pandemic, we can only do work in one place, but on this day there should be changes. The application of WFH makes our workflow more efficient either from the budget side and also time to be more productive. In our situation facing this pandemic, one that we cannot separate is the transformation of technology and we must be able to move quickly to be able to keep up with technological developments. If we cannot follow it, then we will be left behind. For this reason, we are proud to present a variety of speakers who are experts to share their experiences and expertise in using technology, especially on the Contact Center at this event and introduced a solution owned by PT VADS Indonesia ", said Saravanan Belusami, CEO of PT VADS Indonesia.

This 2021 client gathering presents 5 experienced and competent speakers in their fields including Rudy Dalimunthe (Senior Vice President of Customer Excellence Tokopedia), Tine E. Effendi (Associate Vice President of Customer Satisfaction Management Bukalapak), Fuad Azis (Project Manager Oyo Hotel Indonesia), Chin Sui Lee (Assistant General Manager Cloud Services TM One), and Phillip Jay Sung (Blockchain Secure Authentication TM One). The event was attended by more than 30 famous companies from users of services and services of PT VADS Indonesia from various industries such as banking, e-commerce, telecommunications, government, and other sectors.

"As we know the problem of work from home in the BPO industry and the entire industry is Security and Productivity. It is undeniable that the pandemic becomes our teacher and a new experience in innovating to remain productive and can still work by providing convenience or changing the world of work from offline to be online. This WFH is like we know being a very effective choice in terms of speed and convenience to be productive and efficient because it costs for set-up or using the WFH model is not so big as using working space. " Said Deddy Hermansyah, Chief Marketing Officer of PT VADS Indonesia.

Deddy Hermansyah revealed the further various challenges that must be considered in the WFH related to security or security, namely there are two, the first is the problem of data security and information. PT VADS Indonesia has implemented and has received the latest solution where the data remains safe even though it is WFH using technology including using IVA (Intelligence Video Analytics) where this technology feature is able to recognize and capture the activities of an agent at home when he wants to arrest Or screenshot confidential data then this application will automatically block or make the screen fade. The second is in connection or connectivity we use Secure IP VPN where connectivity seems to be in an offline office environment. Then the device provided by an agent such as a PC or Notebook has been designed by the IT Security team of PT VADS Indonesia so that crucial information can be blocked first. In addition, PT VADS Indonesia has the latest technology called Blockchain Secure Authentication (BSA) that uses blockchain technology for distributed security random check, passwordless, and encrypted data so that the user does not need to remember the password login by using this technology. On the one hand, this BSA technology also provides efficiency because it can eliminate the cost of OTP SMS. This technology is very new and is a trend in developed countries such as Korea, the US, Japan, and China. PT VADS Indonesia is proud to bring this technology to Indonesia and offer free POC for companies who want to know more about BSA.

"The next challenge that must be considered in WFH is a productivity problem. Unlike offline conditions where we can see our team's performance in real-time and Live. In this WFH, of course, there are challenges because we cannot see our team directly work and monitor the results of their work in real-time. Here PT VADS Indonesia has found the latest solution, namely using Power BI where we can see real-time performance agents at home, and escalation is quickly done with communication via WhatsApp with the team leader, Quality Control, RTFM, Operations Manager up to head. In our system, there has also been a geofencing feature to detect the location of each agent and agent movement of one location to another so that the Operations Team and Team Leader can monitor the movement of agents in real-time and of course this will increase the productivity of agents with this feature. Of course, all WFH services will be more efficient because we offer cloud base services or pay per use by using the Alpha TM One cloud where Cloud Alpha is a new Cloud Service PT VADS Indonesia which works with the parent Telekom Malaysia company that can provide SLA 99.9 % so it is very reliable, effective, and efficient. " Said Deddy Hermansyah.