DKSH and Cisco Transform the Customer Service Experience in Malaysia
KUALA LUMPUR, Malaysia, 03 October 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 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.
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; increasing customer call resolution with access to expert technical advice through instant messenger and chat functions; and reducing dropped calls.
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.
- Marc Franck, Vice President Business Unit Healthcare, DKSH Malaysia
"DKSH is the leading Market Expansion Services provider in Malaysia and 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. 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."
- Irving Tan, Vice President for Cisco in ASEAN
"DKSH is leading the way in the Market Expansion Services industry in Malaysia by connecting the unconnected – where technology is leveraged to increase operational efficiency, lower support costs, and improve availability risk management. This is particularly relevant in a market like Malaysia, where knowledge-workers are the backbone of customer support, as the country transforms into a connected logistics hub."
DKSH is the leading Market Expansion Services provider with a focus on Asia. As the term "Market Expansion Services" suggests, DKSH helps other companies and brands to grow their business in new or existing markets.
Publicly listed on the SIX Swiss Exchange since March 2012, DKSH is a global company headquartered in Zurich. With 680 business locations in 35 countries – 660 of them in Asia – and 26,300 specialized staff, DKSH generated net sales of CHF 8.8 billion in 2012.
DKSH Business Unit Healthcare is the leading Market Expansion Services provider for healthcare companies seeking to grow their business in Asia. Custom-made offerings comprise registration and market entry studies as well as importation, customs clearance, marketing and sales to physical distribution, invoicing and cash collection. Products available through DKSH Healthcare include ethical pharmaceuticals, consumer health, over-the-counter (OTC), as well as medical devices.
With 150 business locations in 13 countries and around 9,000 specialized staff, Business Unit Healthcare serves over 160,000 customers and generated net sales of around CHF 3.7 billion in 2012.
About DKSH Malaysia
DKSH Malaysia is an operation within the DKSH group, offering DKSH's clients and customers a comprehensive network of sales, marketing, logistics, and distribution services, as well as well-established deep local relationships built since its establishment in 1923 in Malaysia. It is one of the oldest and largest Market Expansion Services providers in the country, serving 130 brand owners, 13,000 customers and employing a workforce of over 3,000 specialized staff.
Cisco (NASDAQ: CSCO) is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected. For ongoing news, please go to http://thenetwork.cisco.com. Cisco products are supplied in Malaysia by the channel partners of Cisco Systems International B.V. and Cisco International Limited, each being a wholly owned subsidiary of Cisco Systems, Inc.
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