News : Tan Chong Group Selects Servion to Lead Digital Transformation in Malaysia
Kuala Lumpur, Malaysia, Feb 12, 2016 -- Malaysia-based Tan Chong Group has announced that its contact centre will undergo a digital transformation, which will be driven by a Cisco Contact Center contract implemented by customer experience management (CEM) solutions provider Servion Global Solutions (Servion).
The contract from TC iTech, a subsidiary of Tan Chong Motor Holdings Berhad, is part of an initiative to enhance customer experience and drive business expansion to Tan Chong's group of companies and subsidiaries throughout Malaysia and in the ASEAN region, said Dato' Rosie Tan, executive vice president of Tan Chong Motor Holdings.
"Changing consumer behavioural patterns continue to shape what our customers expect from us," she said. 'As technology dependency increases, so do their expectations, and our need to provide a multi-channel and cohesive customer experience. With Servion's proven capabilities in delivering optimised Customer Interaction solutions, we are looking to improve overall operational efficiency of our Contact Centre, manage costs while transforming the way we meet our customer's needs."
He said Servion suggested a Cisco collaboration solution that will provide comprehensive customer care experience. It will replace the existing contact centre infrastructure with Cisco Packaged Contact Center solution deployed on two virtualised servers at geographically split locations connected over WAN (wide area network). In addition to voice, the solution has Interactive Voice Response (IVR), outbound capability, and multi-channel services such as email and web chat.
Posted by Veronica Silva Cusi, news correspondent
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Servion Global Solutions enables business transformation for enterprises in the area of customer experience management (CEM). Over the past two decades, Servion has evolved from being a single channel (voice) interaction expert to being an industry pioneer in omnichannel customer experience. Servion manages over 10 billion customer interactions annually across 60 countries in 6 continents. Servion’s CX experts, based in USA, UK, UAE, Singapore, and India, deliver measurable outcomes through consulting, technology implementations and domain-specific IP platforms.
Published: Monday, February 15, 2016