Abhijit Banerjee, Vice President and Region Head, APAC, Servion Global Solutions
Two MSC [Multimedia Supercorridor] Malaysia status companies - contact centre management [CCM] provider Servion Global Solutions and business transformation consulting firm Brandt International - are collaborating to offer a full suite of customer experience solutions in Malaysia and the region.
Servion Global Solutions [Servion] vice president and region head, Abhijit Banerjee said Servion's CCM and customer interaction management (CIM) portfolio and global experience would combine with Brandt International's business process managed services expertise to offer a full suite of customer experience [CE] services.
The new partnership will initially concentrate on he financial services, healthcare, telecom, insurance, aviation sectors in Malaysia, said Banerjee, adding that the move to extend services regionally was also linked to the initiative for business process outsourcing [BPO] and knowledge process outsourcing [KPO] providers to go become global players under the National Key Economic Area (NKEA), Business Services (Entry Point Project) category.
Malaysian ICT agency Multimedia Development Corporation [MDeC] chief executive officer, Datuk Badlisham Ghazali, said, "Malaysia continues to offer clear competitive advantage as a preferred outsourcing destination in Asia. Today, nearly 300 foreign and multinational companies have set up regional and global shared services and outsourcing centers in Malaysia, bringing along billions of Ringgit in investment value and creating thousands of jobs."
"This is complemented by local grown sources that perform various SSO activities, ranging from IT and business process outsourcing and increasingly, knowledge process outsourcing," said Badlisham.
"Servion's and Brandt's partnership clearly indicate the readiness of home grown outsourcers to move into the global arena. I look forward to seeing the fruits of Servion's and Brandt's partnership as agents of change for Malaysia's customer service industry," he added.
Munirah Looi, CEO/President and Founder of Brandt International
Brandt International chief executive officer/ president and founder, Munirah Looi, said, "Many local and foreign companies based in Malaysia will need to develop a customer engagement strategy to deal with customers in the region and globally."
"As a Malaysian company, we are proud to play a role in improving our country's customer service standards. We hope that our partnership will also allow us to tap into green field opportunities in the region and beyond," said Looi.
She said the Servion-Brandt alliance would provide "separate and unique approaches to target mid-market and large enterprise companies." For the mid-market and the SME sector, there will be a packaged approach combining consulting and technology implementation, helping companies set up contacts centres of up to 100 seats in 30-90 days time. However the approach for large enterprise customers will be comparatively long-drawn requiring detailed discovery, design and deliver phases.
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