(Hong Kong, Novemeber 22, 2007)
Touch ‘n Go Sdn Bhd (TNGSB) provides Electronic Toll Collection services for all highways in Malaysia and also provides Common Ticketing Systems for major public transports in Klang Valley . TNGSB provides contactless means of fare payment services via a pre-paid e-payment card called the Touch ‘n Go card. TNGSB utilized service desk management to improve the efficiency and effectiveness of their call center operations to facilitate further growth. The improvements on their customer service processes were:
• Improved real-time monitoring, reporting, and management of agents
• Created a voice self-service for enquiries regarding reloading card balances
• The addition of multi-channel interaction handling
• Full-time recording for better customer support and agent monitoring.
These goals were accomplished by installing Avaya PBX and Avaya Definity contact center hardware as well as upgrading the Apropos software already in use. This was integrated into a third-party customer relations management system and Witness Voice recording system. ITApps equipped Touch ‘n Go Sdn Bhd with the call center solution it required to promote a high level of customer service and expedite sustainable expansion.
About ITApps
ITApps is a Pan-Asian, full-service consulting, systems integration, and outsourcing company committed to delivering innovation. The company specializes in IP communications, contact center solutions, performance optimization, and customer relationship management (CRM) applications. ITApps continues to provide its customers with the best of all possible worlds: leading-edge technologies, industry best practices, and cost-effective, future-resistant solutions.
