Our site uses cookies to make it work and to help us give you the best possible user experience. By using our site, you agree to our use of cookies. To find out more about cookies and how you can disable them, please read our cookies statement. 

Cookie Settings

You can manage your cookie settings by turning cookies on and off.

Click on the different cookie  headings to find out more about the types of cookies we use on this site and to change your settings. Please be aware that if you choose to turn off  cookies, certain areas of our site may not work and your browsing experience may be impacted.

For further information on how we use cookies, please see our cookies statement. 

Strictly Necessary Cookies

(Req)

These cookies are essential for the technical operation of and proper functioning of our site  and enable you to register and login, to easily move around our site, and to access secure areas. Without these cookies our site won't function properly.  

These cookies are required

Performance Cookies

Performance cookies allow us to collect aggregated and anonymous data on how our site is used, such as the number of visitors to our site, how you navigate around and the time spent on our site and also to identify any errors in functionality. These cookies also help us to improve the way our site works by ensuring that you can find what you’re looking for easily, to better understand what you are interested in and to measure the effectiveness of the content of our site. 

Marketing Cookies

These cookies allow us to advertise our products to you and allow us to pass this information on to our trusted third parties so that they can advertise our products to you on our behalf. All information these cookies collect is aggregated and therefore anonymous. No personal information is shared to third parties. Any personal information collected while using our website could be used for direct marketing from Dimension Data only.

15 March 2018

New contact centre enables leading Malaysian government agency to improve overall performance levels by 30 per cent

Singapore, 15 March 2018Dimension Data, a USD 8 billion global technology integrator and managed services provider, announced today that it has been appointed as the IT partner to Malaysia’s leading collection agency. Under the agreement, Dimension Data will be responsible for the creation of an omnichannel contact centre and implementation of unified communications infrastructure for over 100 sites nation-wide.

As one of Malaysia’s key service providers, the company’s priorities include ensuring fairness and effectiveness in the collection system, and customer satisfaction through the delivery of its services. Hence, it needed a new contact system to improve operational effectiveness and eventually, customer experience.

In order to deliver a seamless omnichannel experience for the client, Dimension Data held a strategic discovery workshop to fully understand the business needs. This approach led the team to design and implement a contact centre with workforce management and virtual customer assistance. The results were reduced operational costs by 20 per cent, improved employee productivity, efficient forecasting and resource planning to meet service level goals.

The new contact centre is reported to be highly stable, available and user-friendly, leading to an overall performance level by 30 per cent. The company also saw reduced risks, with full redundancy incorporated by design to avoid a single point of failure, and improved end-user satisfaction from the contact centre’s expanded services and capabilities.

“We are excited to be working with one of Malaysia’s most important government agencies, one that has constantly strived to provide excellent services and implement an integrated and transparent system,” said Henrick Choo, Country General Manager at Dimension Data Malaysia. “We are committed to keeping them at the forefront of innovation, by leveraging industry-leading technologies and implementing an infrastructure that evolves with their business needs and customer demands, to drive a positive and integrated user experience.”

- ENDS -

About Dimension Data
Founded in 1983, Dimension Data is a USD 8 billion global leader in designing, optimising, and managing today’s evolving technology environments. This enables its clients to leverage data in a digital age, turn it into information, and extract insights.

Headquartered in Johannesburg, Dimension Data employs 28,000 people across 46 countries. The company brings together the world’s best technology provided by market leaders and niche innovators with the service support that clients need for their businesses – from consulting, technical, and support services to a fully-managed service.

In Asia Pacific, we operate in 35 offices across 13 countries. We help clients enable technology, operate their IT infrastructures and transform technology solutions that deliver value. It combines an expertise in digital infrastructure, cybersecurity, customer experience (CX), and digital workplace, with advanced skills in IT outsourcing, IT-as-a-Service, Systems integration services and training.

Dimension Data is a proud member of the NTT Group. Visit us at http://www.dimensiondata.com

Download the press release

Follow us