Omnichannel service
Voice, chat, email, video, messaging and self-service connect customer interactions. A unified desktop and cross-channel context help teams work from the same information.
Solutions
AI contact centres & customer experience
Udesk, Cisco Webex Contact Center and Avaya Contact Center solutions that connect customer channels, service teams and business workflows.
Healthcare & experience
What the solution includes.
Udesk AICC
MTS provides Udesk AI contact-centre solutions. Tuas Power uses Udesk AICC, with the MTS deployment recorded in 2025.
Cisco Webex Contact Center
MTS provides Cisco Webex Contact Center solutions, connecting customer channels, agent workflows and enterprise integrations around the agreed service requirements.
Avaya Contact Center
MTS also provides Avaya Contact Center solutions, including the Avaya Infinity portfolio listed in the company introduction. Platform selection and integration are shaped around the customer’s environment.
Platforms & interaction intelligence
The wider portfolio includes NICE, Tetherfi and Alcatel-Lucent OmniTouch. Verint, VoiceCyber and Fano Labs extend interaction intelligence capabilities.
AI & workflow integration
Intent assistance, RPA, text and voice quality analysis, CRM widgets and agent assistance connect interaction handling to business workflows. Scope may include AI / ML and voicebot integration.
Connected operations
Secure remote working, collaboration, edge infrastructure, telephony / SBC integration and cloud DevOps support the overall environment. Customer KPIs and service ownership are agreed for each engagement.
How it comes together
From requirements to delivery.
- 01
Journey
Map channels, customer intent and service outcomes.
- 02
Connect
Integrate contact-centre platforms, CRM and telephony.
- 03
Assist
Configure knowledge, workflow and appropriate AI support.
- 04
Improve
Review quality, first-contact resolution and escalation.
MTS experience & delivery context
MTS delivered a Udesk AICC solution for Tuas Power in 2025. MTS also provides Cisco Webex Contact Center and Avaya Contact Center solutions. Cisco Powered Webex Contact Center recognition for MTS Global PTE. Ltd., Singapore is valid through 25 February 2027. These references describe different platform and recognition scopes.
Connected capabilities
Explore the wider solution.
Let’s shape the right solution.
Discuss your environment, locations, requirements and operating model with MTS.