DKSH and Cisco Transform the Customer Service Experience in Malaysia

DKSH and Cisco Transform the Customer Service Experience in Malaysia 
KUALA LUMPUR, MALAYSIA -- (Marketwired) -- 10/03/13 --  Cisco
(NASDAQ: CSCO) -- DKSH Malaysia, the leading Market Expansion
Services provider in the country, has implemented Cisco(R) 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.  
Spokesperson quotes: 

--  Marc Franck, Vice President Business Unit Healthcare, DKSH Malaysia
    "DKSH is the leading Market Expansion Services provider in Malaysia
    and our employees operate a knowledge-based business model and act as
    route-to-market specialists to provide market insight, marketing and
    sales as well as physical distribution supported by a leading-edge IT
    platform. It is our commitment to clients and customers to use
    technology to increase operational efficiency and effectiveness in
    order to help them grow their business. With Cisco Unified Contact
    Center Express, we aim to personalize customer service experience to
    deliver higher productivity and a wider competitive edge for us in
--  Irving Tan, Vice President for Cisco in ASEAN
     "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

About DKSH
 DKSH is the leading Market Expansion Services provider with
a focus on Asia. As the term "Market Expansion Services" suggests,
DKSH helps other companies and brands to grow their business in new
or existing markets. 
Publicly listed on the SIX Swiss Exchange since March 2012, DKSH is a
global company headquartered in Zurich. With 680 business locations
in 35 countries -- 660 of them in Asia -- and 26,300 specialized
staff, DKSH generated net sales of CHF 8.8 billion in 2012. 
DKSH Business Unit Healthcare is the leading Market Expansion
Services provider for healthcare companies seeking to grow their
business in Asia. Custom-made offerings comprise registration and
market entry studies as well as importation, customs clearance,
marketing and sales to physical distribution, invoicing and cash
collection. Products available through DKSH Healthcare include
ethical pharmaceuticals, consumer health, over-the-counter (OTC), as
well as medical devices.  
With 150 business locations in 13 countries and around 9,000
specialized staff, Business Unit Healthcare serves over 160,000
customers and generated net sales of around CHF 3.7 billion in 2012. 
About DKSH Malaysia
 DKSH Malaysia is an operation within the DKSH
group, offering DKSH's clients and customers a comprehensive network
of sales, marketing, logistics, and distribution services, as well as
well-established deep local relationships built since its
establishment in 1923 in Malaysia. It is one of the oldest and
largest Market Expansion Services providers in the country, serving
130 brand owners, 13,000 customers and employing a workforce of over
3,000 specialized staff.  
About Cisco
 Cisco (NASDAQ: CSCO) is the worldwide leader in IT that
helps companies seize the opportunities of tomorrow by proving that
amazing things can happen when you connect the previously
unconnected. For ongoing news, please go to Cisco products are supplied in Malaysia
by the channel partners of Cisco Systems International B.V. and Cisco
International Limited, each being a wholly owned subsidiary of Cisco
Systems, Inc. 
Cisco and the Cisco logo are trademarks or registered trademarks of
Cisco and/or its affiliates in the U.S. and other countries. A
listing of Cisco's trademarks can be found at Third-party trademarks mentioned are the
property of their respective owners. The use of the word partner does
not imply a partnership relationship between Cisco and any other
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