New 150-seat facility with multi-lingual support features groundbreaking technology making Malaysia home to one of the most advanced customer interaction centers in the world
KUALA LUMPUR, MALAYSIA, 11 March 2009 – Pacnet today officially launched its new global customer service center in Kuala Lumpur as part of the company’s strategy to set industry-leading standards in customer service for the region and beyond.
“Pacnet’s investment into this state-of-the-art customer service facility is aligned with our corporate strategy to raise the bar in customer service within the region and around the world,” said Bill Barney, Pacnet’s Chief Executive Officer, at the opening ceremony. “Our decision to place this new facility in Kuala Lumpur also represents our commitment to support Malaysia’s vision of becoming a regional hub for international connectivity.”
As the government of Malaysia continues to drive forward initiatives to increase and improve broadband penetration across the country and internationally, Pacnet is well positioned to play a significant role in providing Malaysia with next generation international connectivity.
“We value Malaysia as an important market with great growth potential. Pacnet looks forward to shortly receiving our Network Services Provider (NSP) License, which will put Pacnet in a position to further offer high quality, cost efficient choices to businesses,” Mr Barney added.
Officiating the opening ceremony of the new facility was Deputy Minister of the Ministry of Energy, Water and Communications, Y.B. Dato’ Joseph Salang Gandum.
“Pacnet’s unique proposition to Malaysia is its sole ownership of the private subsea cable system EAC-C2C. Full control over this network enables Pacnet to deliver complete redundancy and service diversity which is mission critical to businesses requiring connectivity to and from Malaysia,” said Datin Norhizan Ibrahim, Pacnet’s Malaysia Country Manager.
At the heart of the Kuala Lumpur customer service center is a fourth generation IP-based customer service platform which supports multimedia interactions and enables Pacnet’s customer service staff to interact with customers through a combination of voice calls, video-enabled instant messaging with push-and-pull Web page collaboration and file sharing capabilities, as well as via email.
“Through our new all-IP customer service platform that is being deployed throughout all our customer service centers, we will be able to facilitate one-to-one interactions and equip our call agents with all information required to handle a call at their fingertips. This will allow us to respond faster to any enquiry or incident,” said Denis Garner, Senior Vice President of Customer Service.
The new customer service platform is also being rolled out to Pacnet’s regional call centers in Singapore, Thailand, India and China. It will enable Pacnet’s call center management to have real-time visibility over its entire customer service operation regardless of location, as all locations will be managed as one virtual call center.
“Not only will we be able to deliver industry-leading customer service levels, we also expect to realize operational cost savings by operating a virtual agent cluster that provides any call queue with a critical mass of agents to pick up and process the call,” added Mr Garner. “And by using advanced IP-based technology, we can literally have our customer service officers work from anywhere in the world – and yet deliver the same quality of service.”
“Beyond just addressing traditional customer service requirements, the new platform will also be used for training and ongoing service improvement by utilizing a total interaction recording system that allows quick reviews by our quality team,” he said.
He added that the flexible new platform can accommodate any unique processes that must be followed when a call lands at any center and has a screen-pop technology that allows customization of the information for each individual customer. “The key here is that the system can easily adapt to requirements of any new business or product set,” Mr Garner said.
The new 150-seat customer service center, located in Menara IGB in Mid Valley, Kuala Lumpur, provides 24 x 7 x 365-days customer service and incident management to customers worldwide in multiple languages including English, Mandarin, Thai, Japanese, Cantonese and Korean.
Pacnet is the region’s largest independent telecommunications service provider, formed from the operational merger of Asia Netcom and Pacific Internet. Pacnet owns and operates EAC-C2C, Asia’s largest privately-owned submarine cable network at 36,800 km, with a design capacity of 10.24 Tbps. The company offers a comprehensive portfolio of industry leading IP-based solutions for carriers, large enterprises and SMEs. Pacnet is headquartered in Hong Kong and Singapore, with offices in all key markets in Asia and North America. For more information, please visit: www.pacnet.com.
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Pacnet Media Relations
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