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DKSH Malaysia enhances customer service with Cisco

AvantiKumar | Oct. 3, 2013
Cisco's Unifed Contact Center Express has now been implemented for the healthcare business unit, says DKSH Malaysia's Marc Franck.

Irving Tan, Vice President for Cisco in ASEAN modified 

Photo - Irving Tan, Vice President, Asean, Cisco.


DKSH Malaysia has rolled out networking firm Cisco's Unified Contact Center Express to enhance customer service experience for their Business Unit Healthcare, said the market expansion services provider.

The new solution will streamline contact centre management and processes for agents at DKSH engaging with their pharmaceutical, medical device and consumer health customers, said DKSH Malaysia vice president for business unit healthcare, Marc Franck.

"DKSH Malaysia and our employees operate a knowledge-based business model and act as route-to-market specialists to provide market insight, marketing and sales as well as physical distribution supported by a leading-edge IT platform," said Franck, who said the new implementation would help increase operational efficiency to drive more business growth.

He cited a recent Benchmark Portal Study, which showed a positive relationship between the implementation of advanced technology in contact centres and increased caller satisfaction. For example, advanced call handling techniques reduce average queue time by anywhere from 12 to 43 percent. Contact centres in the Benchmark Portal study improved first call resolution rates by 4 to 13 percent compared to centres that do not have these technologies.

"It is our commitment to clients and customers to use technology to increase operational efficiency and effectiveness in order to help them grow their business," said Franck. "With Cisco Unified Contact Center Express, we aim to personalise customer service experience to deliver higher productivity and a wider competitive edge for us in Malaysia."

The Cisco solution's features, which include handling of voice, email,  email, web-chat and social media, provides DKSH with comprehensive contact management and sophisticated call routing capabilities for up to 400 agents, said Cisco Asean vice president Irving Tan.

"DKSH is leading the way in the market expansion services industry in Malaysia by connecting the unconnected - where technology is leveraged to increase operational efficiency, lower support costs, and improve availability risk management," said Tan.

"This is particularly relevant in a market like Malaysia, where knowledge workers are the backbone of customer support, as the country transforms into a connected logistics hub," he said.

Established in 1923, DKSH Malaysia, which is an operation within the DKSH Group, has a staff of 3,000 serving clients comprising 130 brand owners and 13,000 customers.


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