Cisco transforms Customer Service Experience for DKSH

In order to enhance the customer service experiences for the Business Healthcare Unit, DKSH Malaysia has implemented Cisco’s unified contact centre express solutions. The solution will streamline contact centre management and processes for agents at DKSH engaging with their pharmaceutical, medical device and consumer health customers.

Using Cisco Unified Contact Centre Express will provide DKSH with improved customer experience, contact management and call routing capabilities for up to 400 agents. Cisco Unified Contact Centre Express also includes an embedded reporting solution that offers a comprehensive view of contact centre statistics at a glance.

Irving Tan, VP for Cisco in ASEAN, said, 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.
 
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.