DKSH Malaysia streamlines contact center management with Cisco system

DKSH Malaysia, a market expansion services provider in the country, has implemented Cisco Unified Contact Center Express solutions to enhance the customer service experiences 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.

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.

Cisco Unified Contact Center Express delivers a virtual customer interaction management solution for up to 400 agents. It provides 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; increasing customer call resolution with access to expert technical advice through instant messenger and chat functions; and reducing dropped calls.

 “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 Marc Franck, Vice President Business Unit Healthcare, DKSH Malaysia. “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. With Cisco Unified Contact Center Express, we aim to personalize customer service experience to deliver higher productivity and a wider competitive edge for us in Malaysia.”