PHOTO - Jeffrey Tan, CEO of Superceed (M) Sdn Bhd (left) with YB Senator Dato' Donald Lim at the unveiling of Malaysia's First Virtual Contact Centre.
KUALA LUMPUR, 29 MARCH 2011 - The cloud-powered unified virtual contact centre (UVC) model has been launched by Malaysian technology firm SUPERCEED with support from the country's government agencies - Malaysian Technology Development Corporation, Kumpulan Modal Perdana and Cradle Fund.
"Technology [such as cloud computing] is revolutionising contact centre solutions," said SUPERCEED chief executive officer, Jeffrey Tan. "The Virtual Contact Centre model eliminates the need for premise-based contact centre hardware and software, replacing them with on demand internet-based contact centre facilities. This simply means that companies no longer have to be saddled with high set-up and maintenance costs should they require contact centre services. They can simply sign up for online facilities and pay as they go."
During the launch officiated by the Deputy Minister of Finance I, YB. Senator Dato' Ir. Donald Lim Siang Chai, Tan added that companies would pay monthly subscription fees for the required number of agents or the capacity the business needs and have the flexibility to increase or decrease capacity of interaction volume.
"This concept of 'elasticity' is attractive for multinational corporations and small to medium enterprises alike," he said. "The CAPEX [capital expenditure] for VCC is virtually zero. The typical CAPEX for premise-based contact centre hardware and software is RM15,000 [US$4,950] per agent. The OPEX [operating expenditure] for VCC over a 12-month campaign is about 25 per cent of CAPEX for premise-based contact centre solutions (based on VCC entry level pricing). Considering additional OPEX for premise-based contact centre solutions, VCC wins hands down."
"The UVC model is also capable of harnessing the power of a Virtual Workforce for Direct Response, Sales and Marketing, Customer Service and IT and Operations projects," he said. "Campaigns are managed using logical groupings of agents. We are able to unify and mobilise pools of agents from different geographical regions to serve a campaign which requires deep and diverse skill sets or language requirements. Interaction handling, monitoring and quality assurance is managed via various forecasting and campaign management tools and technologies."
In addition, the UVC could help grow business models, said Tan. "Every business is an interaction centre: telecomm companies' value propositions propagate downwards across existing subscriber bases, from corporate, outsourcing companies to SMEs [small and medium enterprises] and individual subscribers."
SUPERCEED, which has established points of presence in four MSC [Multimedia Supercorridor] Cybercentres: SunTech, Cyberjaya, Mid Valley and Menara MSC Cyberport, is expanding its points-of -presence to Singapore, the Philippines, India, China, South Korea, Japan, Australia and New Zealand.
Sign up for Computerworld eNewsletters.