KUALA LUMPUR, MALAYSIA- Cisco, 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.
