KUALA LUMPUR, 10 February 2015 (Tue): MSC-status company Brandt International, a specialist in business and knowledge processing (BPO/KPO) services and consulting has announced the launch of its business process outsourcing (BPO) facility for delivering tailor-made Customer Experience (CE) solutions for large consumer-facing brands in Malaysia and the ASEAN region.
Servion Global Solutions, a world leader in customer interaction management (CIM) and contact centre management (CCM) technology solutions, also a MSC-status company, used Cisco’s technologies to develop the facility with abilities to deliver excellent CE in today’s highly networked, social and dynamic consumer environment. A first of its kind in the ASEAN region, the platform, which supports up to a 2,000-seat capacity, will enhance customer service levels for small and medium businesses across Malaysia and empower businesses to focus on growth and adaptability. The scalable offering is able to fast track an organisation’s requirements to establish CE infrastructure of any seat size within a fortnight.
Munirah Looi, CEO, Brandt International, said, “We are delighted to deliver on the faith Multimedia Development Corporation (MDeC) has bestowed upon our company. Year after year, Brandt has shown definitive progress while pioneering positive change in Malaysia’s ICT industry. We are thrilled to be in a position to address a prime concern of many Malaysian and regional organisations which have difficulty in delivering excellent Customer Experience to their consumers on a consistent manner due to resources and capabilities. Our KPO/BPO facility is now equipped to provide tailor made CE solutions to help brands drive brand loyalty, consumer retention and satisfaction. Our value proposition that we bring to our clients is our consulting-led approach in assisting clients to enhance their customer experience through proven strategies and intervention in people, process and technology enabled platform.”
Abhijit Banerjee, Vice President and Region Head APAC, Servion, said, “Brands today face challenges on the marketing, branding and customer experience front. Brands are expected to deliver consistent CE at all times, in all geographies and across all channels, particularly on social media channels. To deliver consistent CE in line with the ‘brand promise’, organizations need to tailor make their CE infrastructure or get support combining design, technology and people.”
Albert Chai, Country Manager at Cisco, said, “Together with Servion, we are able to deliver a next-generation contact centre solution that is highly scalable to serve Brandt’s business requirements. Cisco’s Unified Communications technologies are deployed by companies around the world across industry verticals, and we are excited by the opportunities to drive Brandt’s growing business and help increase productivity of their employees and in turn improve customer experiences.”
Technology architecture, designed by Servion and deployed on Cisco’s Contact Centre Enterprise platform includes an Interactive Voice Response (IVR) self-service module to provide accurate call processing and first-call resolutions. It also includes multi-channel capabilities including social media, mobile and web for inbound and outbound customer interaction processes. Through this service, brands can enjoy improved efficiency and cost reductions while improving their competitive advantage as a result of having access to a large pool of skilled professionals in knowledge intensive industries.
According to research firm APRG, between 2015 – 2017 call centre operations in Malaysia are forecast to experience single digit growth, while the number of global business processes being managed from Malaysia are predicted to see double digit growth. In Malaysia, Customer Relationship Management (CRM) technology spending increased by 23% in 2013 with more robust spending increases forecast for 2015. This is in a large part due to the backing of government programs and the desire of domestic enterprises to upgrade their data centre operations.
