1Please provide us with a brief bio of yourself.
I am Carrie Chan, the Vice President of Cloud Communications and Voice Services, of HGC Global Communications Limited. I have joined the company since 2002 while the International Business Division is being newly established at that time. We have developed the wholesales voice business and expanded the team from the beginning. Throughout my time in the company, I have gained experience and involved in different projects in Fixed, Mobile, International and Local aspects.
2What is your role in the company?
My role in the company is to ensure our business KPI has the path to grow continuously. Based on my years of experience, I have leveraged our traditional Telco resources to transform the traditional voice business to adapt to the cloud communication trends sweeping our sector.
With over 20 years of experience in the Telecom and IT sectors leading the business units in terms of strategy, planning and execution of the global sales target, I have developed many pioneering initiatives from scratch such as; wholesale voice, SMS and DID business.
In addition to my experience in wholesale voice sector, I also have experiences in the mobile sector – leading the roaming operations, managing MVNO partners and involving in the mobile alliance partnership.
3Please tell us more about your organization.
HGC Global Communications is a leading Hong Kong and International telecom operator and ICT solution provider. The company owns an extensive network and infrastructure in Hong Kong and overseas and provides various kinds of services. We have 25 overseas offices and customers around the globe.
HGC group has transformed from a Telco to a Techco, in which the integration of digital solutions and services on top of the network infrastructure platform is particularly critical. The joining of Macroview Telecom in 2019 has further accelerated the transformation along the path.
4Describe the industry your organization is specialized in, as well as its main characteristics.
HGC Global Communications is committed to providing optimal connectivity and ICT solutions in the telecommunication and technology sector. We like to create innovative products and services which can be deployed in scale and a timely manner to allow the customers to achieve efficiency in order to increase their business efficacy especially in today’s era of digital transformation.
5Congratulations! As the winner of the TITAN Women In Business Awards, what does it mean for you and your team to receive this distinction?
I am honored to win this TITAN Women in Business Award. This is a big recognition to our team and represents the achievement for our teamwork. For sure, our company has given us an excellent environment to embrace new ideas and support new projects. I am happy to work in such a great team inside HGC International Business.
6How has winning an international award help promote your organization?
This recognition has given us an international platform to reach the business community for establishing a strong and attractive brand image reflective of the solution values we have created for the market. More importantly, it is a great opportunity to show appreciation for successful teamwork that exhibits hard work, ambition and acumen.
7What are the challenges of developing / marketing your winning entry(ies)?
The challenges of developing and marketing our winning entries is how we are able to communicate our unique significance in an already crowded market for our newest innovation - a Contact Center as a Service (CCaaS) service by HGC. We are able to overcome this by being passionate about our products and services which leads us to be sensitive to the details.
8As a business owner, please tell us more about your ideation process.
Be clear about the objective and be innovative in the ideation process. Brainstorming with the team and listening to different parties will help you to generate new ideas and solve the problems.
9What is your own definition of a successful team / organization / business?
A successful team shares the same vision and wanting to achieve the same goal with the leadership of a good team leader.
10What led you / your organization to become successful within the industry you are currently in?
Being agile and creative give the competitive edges for our organization to be successful within the industry. Also, it is critical to listen to what are the requirements of our customers and offer customized solutions which can resolve their pain points.
In addition, we have combined our strengths in traditional telecom assets with the latest cloud technology to a renew Cloud Communications which empower HGC’s capability in supporting the requirements throughout our customers’ digital transformation journey.
11How has the country, you are based in, helped move your industry forward?
Hong Kong is an international hub for businesses and being headquartered here supports a global view. Hong Kong is also both the gateway to China for overseas companies as well as gateway to the world for Chinese enterprise looking to expand globally. At the same time, HGC has overseas offices globally and this helps immensely because local cultures and languages facilitate the operations and smooth the customer journey.
12What have you found to be a hindering factor, for your business, during the entire course of the pandemic, and how did you overcome that hinderance?
Due to the work from home policy, the face to face interactions have been greatly reduced. By utilizing conference applications, we can keep all the required communications within organization and with external partners. We did not see this as the hinderance to grow the business but it has created some new opportunities for our industry.
13What are the current trends in the business industry that you are most excited about?
The PTSN replacement, Cloud Number (Virtual Number) deployment, service migration to Cloud, As a Service model (AAS) are all the drivers for the Unified Communications as a Service (UCaaS) and CCaaS. With all the new technologies, we are excited to add on new features text-to-speech, voice authentication, QR code call, Omni-channels integrations etc. which are all the features required by the customers.
14What resources would you recommend to someone who is searching to improve their business prospects and organizational success?
Attract talent, AI deployment and digital transformation.
15Where do you see the evolution of the overall business industry in the next 5-10 years?
The shift from on-premises to purely cloud based solution for UCaaS and CCaaS will be one major evolution of the industry. Besides, there will be more AI deployments in different aspects like in voicebot.
