Microtel Singapore | Microtel Malaysia

 

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Aegis

Aegis is a global outsourcing and technology company committed to impacting clients’ business outcomes by focusing on enhancing customer experience across all touch points and channels. Aegis was founded 30 years ago in the US and now has operations in 56 locations across 13 countries with more than 55,000 employees.

Aegis services over 300 clients from verticals such as Banking and Financial Services, Insurance, Technology, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities.

Microtel’s Involvement

AEGIS wanted a dynamic predictive dialer solution for their tele sales process (around 30 seats) that could be tightly integrated with their CRM and existing telephony infrastructure. Microtel responsibility was to blend the technology with their business need. Microtel responsibility was to deploy the dynamic call routing for their outbound campaign along with the automated process of uploading the customer record via the REST API. The integration approach allows their manager to change their processes on the fly, while simplifying the agent-customer interaction. Additionally, it also provides flexibility to synthesize the contact centre data with the customer profile, which equips manager to have an integrated view of the customer profile.

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Vads

Vads is one of Malaysia’s leading Integrated Managed ICT/BPO Service providers. Having grown from a joint venture between IBM Global Network Services and Telekom Malaysia Berhad (TM) in 1991, VADS today is a wholly-owned subsidiary of TM; serving more than 500 medium to large businesses across industries.

VADS main activities are Integrated Information Communications Technology Services and Integrated Business Process Outsourcing Services.

VADS was listed on the Second Board of Bursa Malaysia Securities Berhad (then Kuala Lumpur Stock Exchange) (Bursa Securities) on 7 August 2002 — making it the first TM subsidiary to be listed. It was transferred to the Main Board of Bursa Securities on 10 March 2005.

Microtel’s Involvement

Microtel implemented the outbound contact centre solution for around 700 hundred seats along with the Supervisor and customized application for their team leaders. The deployed solution includes a predictive dialers, in-house CRM integration, call billing modules, wallboard, centralized logger and reporting. The centralized reporting and recording provide the flexibility to the users to retrieve the historical data (for 7 years) via an intuitive interface, while maintaining the data integrity and PCI-DSS compliance standard.  Besides, the deployed application not just automated the sales process, but also helped them extend per day connect rates beyond the prevailing industry standards.

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MSIG Insurance

MSIG Malaysia is a subsidiary of Mitsui Sumitomo Insurance Co., Ltd. network in Japan. The group has received strong financial rating from the leading ratings agencies, including Standard & Poor’s and Moody’s, and operates in over 41 countries and regions, 17 of which are in Asia. With a nationwide network of 20 branches, we are one of the largest general insurers in Malaysia.
A member of MS & AD Insurance Group, MSIG is licensed under the Financial Services Act 2013 and regulated by Bank Negara Malaysia.

Microtel’s Involvement

Microtel implemented Ameyo Contact Centre solution for their customer service across the process for around 20 inbound with 5 Supervisors along with the redundancy. The application was designed to cater for the triangular integration between their existing PBX, which allows the back-end users to interact with the contact centre and vice versa. The intelligent call routing identifies the type of call (external, internal, priority) and route it to the associated queue accordingly. In addition, the real time monitoring interface provides the comprehensive statistics of the contact centre, which assist the users to determine and execute the operation effectively. 

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Pharmaniaga

Pharmaniaga Berhad is one of the largest integrated local healthcare companies in Malaysia. We are a public listed company on the main market of Bursa Malaysia Securities Berhad with a paid up share capital of RM129.4 million. Pharmaniaga’s principal activities include manufacturing of generic pharmaceuticals, logistics & distribution, sales & marketing, supply of medical products & services including hospital equipment and trading & wholesaling of consumer products.

The essence of Pharmaniaga is the seamless amalgamation of these areas of businesses. The integrated group of companies, processes and people uphold our commitment to deliver quality products and services at all times. 

Microtel’s Involvement

Pharmaniaga wanted to implement an Inbound contact center solution for around 10 seats, which provides the flexibility to route the call to the respective queue based on the published area code. Microtel provided an IVR interface to allow the user to set the custom call routing policy as and when they need. In addition, the end-to-end integration with their help desk CRM also extends the capability to listen to the voicemail, download the recording, while viewing the customer profile from the helpdesk system itself. 

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Bank Rakyat

Bank Rakyat was established on 28 September 1954 under the Cooperative Ordinance 1948 (known as the Cooperative Societies Act 1993). Today, Bank Rakyat is the biggest Islamic cooperative bank in Malaysia with assets totaling RM89.18 billion as at end of December 2014.

The transformation in 2002 of the Bank from a conventional banking system to a banking system based on Syariah has enabled the Bank to record encouraging profits year after year. For the financial year ending 31 December 2014, we have recorded a pre-tax and pre-zakat profit of RM2.16 billion.

We continue to expand our product range and customer facilities that are varied and innovative. The products and facilities include consumer banking, commercial financing, savings and investments as well as products of financial planning to satisfy the many demands of a wide spectrum of modern day customers.

Microtel’s Involvement

Microtel implemented an inbound contact centre solution for their helpdesk process. The deployed solution was integrated with their helpdesk CRM system, which allows the users to view the customer profile based on the keyed-in account number in the IVR. Currently, Bank Rakyat leverages more than 10 Inbound seats along with the ACD, recording, reporting, etc.

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Brandt International

Brandt International is a specialist in business transformation consulting and outsourcing company focused on enabling clients to positively transform their customer strategy and operations through improving the quality, performance and efficiency of the approach and people to deliver an improved customer experience.

We help businesses to ensure that their customers – internal and external – remain as their customers, through our following services:

  • Consulting and Advisory Services
  • Business Process Managed Services in Customer Management, HR Management and Back-end Operations Management
  • Human Performance Improvement and Talent Development Services

Microtel’s Involvement

Microtel implemented a contact centre solution for Brandt Outsourcing company for their outbound campaigns. The outbound solution deployed improved the efficiency and performance of their outbound business processes.

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SG Global Support Services

We are the leading provider of complete outsourced support services for non-profit organisations in Asia, and a cost effective platform for you to fundraise efficiently. Established in 2002, SG has evolved into the leading outsourced support service provider in the Asian region, representing 23 non-profit organizations spanning across 8 countries and managing over 1.2 million data records.

At SG, we provide complete outsourced solutions so you can stay focused on the vital work that you do.

Our experience and capacity have provided our charity clients with unmatched efficiencies that stem from a well-managed back end operation.

SG can adapt our services to suit your needs. We can help you with data management, direct debit processing, donor communications, and complete contact centre services.

Microtel’s Involvement

Microtel has deployed the blended contact centre system globally, including (Malaysia, Korea, Hong Kong, Indonesia, Thailand, Korea, Singapore and Philippines) to deliver the best-in-class-quality to their customer service and telemarketing campaigns. SG Global now leverages more than 100 licenses along with the ACD, virtual callback, voicemail, recording, QA and reporting. With the implemented solution, it gives them the flexibility to configure innovative business strategies to maximize the contact rate with the prospect funders. Moreover, the application was designed in a way, which extend the mechanism to monitor, audit, rate and extract the contact centre statistics, all from the single unified quality management interface.

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Ambank

Established in August 1975, AmBank Group is one of the largest banking groups in Malaysia. The Group comprises AMMB Holdings Berhad, a public listed company on the Main Board of Bursa Malaysia, with subsidiaries offering a wide range of conventional and Islamic financial products and services. Through its universal banking platform capabilities, the Group caters to the needs of a broad spectrum of customer segments, for activities relating to personal banking, business banking, investment banking, stockbroking, funds management, life and general insurance, and family takaful.

AmBank Group employs a strong workforce of over 12,000 employees to serve the needs of more than six million individual and corporate customers nationwide. The Group reaches out to its customers by providing an extensive network of more than 175 AmBank branches and strategically located electronic banking centres, and is already being recognised as the bank with the most number of branches opened for weekend banking services, and with the largest ATM network at 7-Eleven stores nationwide.

Microtel’s Involvement

Currently leverages around 10 Inbound seats along with the modules; IVR, CRM, Wallboard, Voicemail, Missed Call Alert, Reporting and Recording. Microtel implemented and delivered the end-to-end solution as required by the Ambank IT process.

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RAM Credit Information

Malaysia’s Leading & Most Trusted Credit Bureau (Credit Reporting Agency)

Our shareholders include:

  • RAM Holdings Berhad, Malaysia’s premier credit-rating agency and provider of advisory services, and
  • DP Information Network Pte Ltd (a member of the Experian Group), Singapore’s leading credit and rating bureau with over 30 years of experience.

We empower Companies making Critical and Time-driven Business & Credit decisions. Our Value-Added Credit information with Company & Consumer scores/ratings in our Databank gives:

  • 100% of companies and businesses, Directors and Shareholders, Sole Proprietors & Partners
  • Current and Past Shareholdings Trace & Listing of Multiple Address
  • Financial Summaries & Ratios & Latest Audited Financials
  • Instant Access to Singapore and Malaysia Company records
  • Comprehensive Access of bankrupts and wound-up companies
  • Court litigation cases
  • Automatic Monitoring of Adverse Information & Changes in Business status
  • Millions of Payment information records
  • Salary Deduction Information of members from 90% of all cooperatives in Malaysia
  • Credit & Commercial enquiries count conducted by financial institutions & companies
  • Credit Scores & Ratings, Robustly trained with Local Credit & Trade Records
  • International Reports with Ratings to over 200 countries

Microtel’s Involvement

Microtel implemented a solution that comprises of Customer Service inbound solution for 15 Inbound seats along with the modules of IVR,  ACD, Recording and Reporting and Unified IP Telephony communications for their back office operations.

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Golden Screen Cinema

Golden Screen Cinemas (GSC) is the largest chain of cinemas in Malaysia. Golden Screen Cinemas Sdn Bhd (GSC), Malaysia’s leading film exhibitor and distributor, a wholly-owned subsidiary of PPB Group Berhad (a member of the Kuok Group), strives to provide total movie entertainment in the best halls with the best customer service to deliver the best cinematic experience to our customers. 

Microtel’s Involvement

Golden Screen Cinema requires a solution for their Customer Service division and Microtel deployed an inbound solution complete with ACD, IVR, Recording and Reporting for a total customer experience engagement experience.

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SEGi University & Colleges

Malaysia largest private higher education provider. SEGi will place quality education within the reach of willing minds and natural talents

We are proud to host some of the best graduates from diverse backgrounds with concrete foundations for nearly 40 years. The by-products of our coaching have since become leaders of industries.

In 1977, SEGi University Group (SEGi) was then known as Systematic College. Since then, we have been meeting the increasing demand for high academic and professional qualifications – resulting in a string of success in the academic field.

Today, the Group boasts an impressive number of young learners; as many as 27,500, in five major campuses located in the Klang Valley, Penang and Sarawak.

Microtel’s Involvement

SEGi sought a contact centre solution (on cloud) for their telemarketing campaigns, that could enhance the contact rate, and enable the integration with their existing Salesforce CRM application. The two-way integration approach, enables the users to identify the caller, and push back the customer record to Salesforce without having to go through the hassle of inserting or updating the record manually.  Currently, SEGi leverages around 7 seats along with the Supervisor and predictive dialer.

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Bank Islam Brunei Darussalam

The Bank started operations in 1981 as the Island Development Bank. It was converted to a full-fledged Islamic bank in January 1993 and changed its name to Islamic Bank of Brunei. Through a merger with Islamic Development Bank of Brunei, Bank Islam Brunei Darussalam was formed in 2005. BIBD is Brunei Darussalam’s largest bank and flagship Islamic financial institution.

An internationally recognised financial institution governed by global best practices and an experienced management team, BIBD is committed to meeting the needs of customers from all walks of life. Challenged and stimulated by an ever-changing environment, BIBD brings technology and innovation to the fore for improved processes and accessibility.

Headquartered in Bandar Seri Begawan, the Bank has fifteen branches at strategic locations in Brunei’s four districts and the Brunei’s Leading Financial Institution largest network of ATMs in the country. As Brunei Darussalam’s flagship Islamic bank and largest financial services provider, with over 700 employees and B$ 6 billion worth of assets under management, BIBD proudly serves more than 100,000 consumers.

This includes Consumer, Corporate as well as Institutional clients, thanks to its presence across the country, availability of the largest Contact Centre in Brunei Darussalam, and innovative solutions such as internet and mobile banking.

BIBD is the only bank in Brunei Darussalam that serves all sectors and segments within the retail banking market. With a strong focus on innovation and excellence, BIBD has been consistently recognized for its superior customer service and ability to deliver value to all its stakeholders. It is through continuous hard work, effort and commitment from our people that we are able to provide seamless and innovative services to our customers, and ensure that their banking experience with us is unique and best-in-class.

Since the commencement of its transformative journey, BIBD has undertaken a reformation of its brand with upgrades in its overall service delivery and branch design, which depict the Islamic visual canvas of Brunei Darussalam. This distinct identity sets BIBD apart from other financial institutions in Brunei Darussalam, while establishing a service benchmark that truly is “Bruneian at Heart”. The amalgamation of all these efforts places BIBD in a stronger position to deliver its expectations and move forward in the local and international arena.

Microtel’s Involvement

Microtel implemented blended Contact Centre Solution for their customer service (Voice and Chat), sales, and telemarketing campaigns in a single, scalable technology platform. The automated IVR system is seamlessly integrated with their core banking and CRM system, which allows their customer to interact with the core banking options, including (authentication, authorization, enquiry, transaction history, credit card history, bill payments) without the association of the contact centre agent. The integrated chat application enables the real time interaction between the agent and the customer. Besides, the enhanced version of survey mechanism, automatically trigger a survey call to the customer based on the predefined variable within the system. The survey result is further being published to the bank CRM, which enables the application to formulate an automated SR based on the result. Currently BIBD leverages around 70 license along with the Supervisor, survey, dynamic IVR, mobile chat, etc.