BURSA MALAYSIA adopted Oracle RightNow Cloud Service

Malaysia Stock Exchange opted Oracle technologies to improve agent productivity, accelerate response time and enhances customer satisfaction

Kuala Lumpur, 03 October 2013– Oracle Corporation (NASDAQ: ORCL) today announces Bursa Malaysia (previously known as Kuala Lumpur Stock Exchange, KLSE), as one of the largest exchange houses in Asia, has implemented Oracle RightNow Cloud Service to improve its customer care and services as to record, track and escalate all inquiries and complaints that Bursa Malaysia’s customer care team receives.

On record, the adoption of Oracle has helped Bursa Malaysia reduced a large volume of basic inquiries, improved response time by 80%, slashed customer complaints by more than 70%, and cut staff costs by 40%. In addition, Bursa Malaysia can now generate real-time management reports that previously took up to three weeks to create.

Jimmy Cheah, managing director of Oracle Corporation Malaysia said, “Malaysian organizations need to move beyond their existing technology infrastructure and simplify it. Bursa Malaysia is leveraging cloud technologies to save costs, implement business solutions faster and importantly, serve its customers better.

“Bursa Malaysia is exemplifying the way forward for the financial services industry and Oracle is proud to be its technology partner,” Cheah added.

Bursa Malaysia considered several vendors and chose Oracle RightNow Web Self Service Cloud Service because competing solutions did not have as many out-of-the-box features, such as web self-service.

Bursa Malaysia’s customer care manager, Saidi Ahmad said, “We were impressed with Oracle RightNow’s robust features and pre-built data integration. Oracle RightNow has completely changed the way we run customer care. It records and tracks a large number of interactions, escalates them to various departments, and provides management reports and status updates at the touch of a button for accurate and fully verified information.”

Bursa Malaysia implemented Oracle’s technologies to resolve the challenges faced in customer service. At the same time, it enabled the customer care team to provide consistent responses to investors, public listed companies, research students, trading partners, and Malaysian government agencies across all channels.

“We chose Oracle RightNow Cloud Service because it is a proven solution that we could implement quickly. My team adapted well to the new system, requiring very little training,” Ahmad ended.


大马证券交易所 (BURSA MALAYSIA)纳用Oracle RightNow云端科技

马来西亚证券交易所选用甲骨文（Oracle）科技以提升经纪的工作效率和客户满意度

吉隆坡，2013年10月3日 - 甲骨文公司,Oracle Corporation (NASDAQ：ORCL）今天宣布，作为亚洲大型证券交易所之一的大马证券交易所， Bursa Malaysia（前称吉隆坡证券交易所，Kuala Lumpur Stock Exchange，KLSE），已经采用并实施了Oracle RightNow云端科技，来改善其客户服务， 管理和记录所有其客户服务部门所接收到的相关查询和投诉。

大马证券交易所在采用甲骨文科技之后表示已显着地减低大量的基本查询工作，提高了80％的回复时间，并削减其客户投诉量达70％以上，同时削减大约40％的员工成本。此外，大马证券交易所也可及时获取其管理层报告。以往， 此报告需花上大约三个星期来完成。

大马甲骨文公司总监， 谢育贤表示，“马来西亚企业需要简化他们现有的科技基础设施来支持生意发展。大马证券交易所利用云端科技来节省成本及实现业务解决方案，以提供更好的客户服务。”

“大马证券交易所领导着金融服务业前进的方向。甲骨文 很自豪能成为其科技合作伙伴。”

大马证券交易所在经过几轮和几位供应商的遴选， 最终选择了甲骨文RightNow 网络云端自助服务解决方案，因为其他竞争的解决方案并没有很多的即装即用功能，如网上自助服务。

大马证券交易所的客户服务经理，, Saidi Ahmad说，“我们对甲骨文RightNow科技强大的功能和预构建数据集成科技留下了深刻的印象。甲骨文RightNow完全改善了我们的客户服务项目。它可记载大量的数据和其相互作用，将它们上载至各部门，并能在一个按钮之间准确和充分地验证信息，提供管理报告和更新状态。”

大马证券交易所采用甲骨文科技来解决其客户服务挑战。与此同时，它能让大马证券交易所的客户服务团队为投资者，上市公司，研究学生，贸易伙伴，和马来西亚的政府机构， 提供一致的反应和客户服务。

“我们之所以选择Oracle RightNow科技，是因为它是一个行之有效的解决方案。 我的团队只需要极少的培训就能很好地适应新的系统，”Ahmad 说道。