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Scicom: Competitive edge with networked CRM
Scicom: Competitive edge with networked CRM
Summary
Requirements
Scicom’s core business is the delivery of world-class outsourced customer contact management solutions. These solutions enable customers to reduce both capital expenditure and total cost of ownership, whilst increasing customer service standards and business flexibility. To maintain its position within the Asian market, Scicom needed a world-class communications infrastructure with intelligent routing, and inherent disaster recovery capabilities delivered at a competitive rate. The ability to create a single virtual contact centre across Asia Pacific was another key requirement as it enables maximum utilisation of skills and resources within a highly competitive market.
Solution
BT deployed a managed CRM solution that blended an IP multi-media contact centre (BT Contact Central) with intelligent network services for inbound (BT Contact Centre Service) and outbound (BT Business Voice) calls, plus an international private network for data transfer.
Advantages
BT’s solution created a single ‘virtual’ contact centre platform for Scicom across Asia Pacific, with links into the USA and Europe. This capability sets Scicom apart in the eyes of American, European and local customers seeking an Asia Pacific outsourcing solution.
“Using BT gives us a strategic advantage. Our partnership provides the ability to scale rapidly using state-of-the-art CRM and network solutions at competitive prices. That way, we stay ahead of our competitors.”
Leo Ariyanayakam, Chief Executive Officer, Scicom