DKSH and Cisco Transform Customer Service Experience in Malaysia

DKSH deploys Cisco Unified Contact Center Express improve agent productivity at DKSH

KUALA LUMPUR, Malaysia, 30 September 2013 – DKSH Malaysia, the leading Market Expansion Services provider in the country, has implemented Cisco® Unified Contact Center Express solutions to enhance the customer service experience for their Business Unit Healthcare. The solution will streamline contact center management and processes for agents at DKSH engaging with their pharmaceutical, medical device and consumer health customers.

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

Using Cisco Unified Contact Center Express provides DKSH with improved customer experience with comprehensive contact management and sophisticated call routing capabilities. Cisco Unified Contact Center Express also includes an embedded reporting solution that offers a comprehensive view of contact center statistics at a glance.

Easy to deploy and use, Cisco Unified Contact Center Express delivers a highly secure, virtual, and sophisticated customer interaction management solution for up to 400 agents. It provides state-of-the-art built-in interactive voice response capability, and proactive customer service for an enhanced customer experience with integrated outbound call management capabilities. Multichannel features include handling voice, email, web-chat and social media inquiries.

The technology implementation aims to improve agent productivity and business results with real-time monitoring of distribution and reporting; first call resolution with the aid of chat features for expert technical advice; and reducing dropped calls.