Stellar embarks on digital transformation

Stellar Asia Pacific CIO Farid Jarrar said the contact centre solutions provider has embarked on its digital transformation journey. Stellar, which has 5,000 employees across Australia and the Philippines, handles over 300 million customer interactions every year, offering customer service, acquisition, retention, technical help desk, collections, among others. Jarrar said the company’s digital efforts focused on transforming clients’ customer experience and seeking new business models. To achieve its goal, Stellar invested heavily in developing its digital capabilities, leadership capabilities, CX capabilities, and operational process and procedures. The journey into digital transformation already includes the adoption of social media management, sentiment monitoring, moderation, engagement management, and analytics; live chat, among others.