CUSTOMER CONTACT WORLD ASIA 2004, KUALA LUMPUR, Malaysia - March 31, 2004 - JARING, a leading and pioneering Internet Service Provider in Malaysia, has taken a major step in raising the level of customer care with an IP Contact Center (IPCC) Solution from Cisco Systems®. JARING is the first Malaysian company in the country to deploy the next-generation in customer care technologies and plans to start offering managed call center services based on the Cisco solution. IP-based customer interaction networks are enabling companies to measurably improve response time and increase customer satisfaction while at the same time reducing agent costs and improving network efficiency.
Deployed initially for fifty agents supporting JARING's Consumer and Business Internet Telephony and IP-VPN customers, the Cisco IPCC Enterprise Edition 3.5 provides a unified implementation of automatic contact distribution (ACD), interactive voice response (IVR) and computer telephony integration (CTI) with integration to leading CRM applications. ACD features include conditional routing, call-in-queue and expected-wait-time messages, enterprise data displays, real-time data and historical reporting. This single-server, integrated contact-center-in-a-box enhances efficiency by simplifying business application integration, allowing independence in agent location, increasing agent flexibility and improving network hosting efficiency - all features that can reduce business costs and improve customer response.
"In our company's commitment to excellence, we are investing in a new Customer Care concept. This concept includes adopting the latest IP-based solutions to empower our front line staff with the information they need to serve our customers better. Our key goal is to serve them in a timely, efficient and effective manner. This will also form the basis of the new managed call center services that we will soon be able to offer to organizations," said Dr. Mohammed Awang Lah, CEO for JARING.
In a Customer Interaction Network based on IP, the network rather than the physical contact center becomes the heart of the company's customer relations. This Customer Interaction Network becomes a distributed, intelligent network featuring multi-channel services that deliver responsive and streamlined customer exchanges. Ultimately, it can create greater productivity, efficiency and customer satisfaction, reduced costs and impressive ROI.
"JARING has taken another major step towards becoming a competitive global player with an advanced technology solution that is changing the face of communications today. Just as IP Telephony has given organizations greater flexibility in their voice communications, IP Contact Centers too are improving radically the way companies interact with their customers. Being the first in the Malaysian market with this solution will provide JARING with an important advantage especially as they plan to start offering a managed call center solution based on Cisco's IPCC. We think this will provide JARING with a good alternative revenue source as enterprises today are starting to view outsourcing of non-core services very favorably," said Johnson Khoo, Managing Director, Malaysia, Cisco Systems.
About Cisco IP Communications
Cisco's IP Communications solutions provide enterprise customers with the industry's most comprehensive portfolio of IP telephony, Rich Media Communications and IP Contact Center solutions for increasing productivity, lowering costs and extending quality communications to end users everywhere. More information about Cisco IP Communications is available at: http://www.cisco.com/offer/tdm_home/iptelephony/.
About JARING
JARING, fully developed and managed by MIMOS Berhad, is Malaysia's first and main gateway to the Internet. JARING was established with a vision to become a global brand that connects Malaysia with the rest of the world. With its consistent efforts to expand its network infrastructures and services, it has managed to become a well-respected ISP in Malaysia, providing to an ever increasing number of Internet users. More information available at: www.jaring.my.
