ATTENTION EDITOR
BUSINESS DESK (WITH PHOTO)
Cloud-computing revolutionises contact centre outsourcing and telecommunications
Kuala Lumpur, 31 March 2011 – SUPERCEED(M) Sdn Bhd, a company jointly funded by
the Malaysian Government via the Malaysian Technology Development Corporation,
Kumpulan Modal Perdana and Cradle Fund Sdn Bhd today launched a novel
information technology-based service concept – the Unified Virtual Contact
Centre, at the Gardens Hotel & Residences.
The event was officiated by Deputy Minister of Finance I, YB. Senator Dato’ Ir.
Donald Lim Siang Chai. Also in attendance were Encik Shahril Anwar Mohd Yunus,
CEO of Kumpulan Modal Perdana; Encik Nazrin Hassan, CEO of Cradle Fund Sdn Bhd;
En Jamaludin, Investment Director of Malaysian Technology Development
Corporation; and senior management executives from multi-national corporations.
Founder of MSC Malaysia’s Shared Services and Outsourcing (SSO), founding
co-chairman of Outsourcing Malaysia and Director of Business and Market
Development for MDeC Malaysia, Rob Cayzer was present as guest speaker.
“Technology is revolutionising contact centre solutions,” said Jeffrey Tan, CEO
of SUPERCEED. “ The virtual contact centre model eliminates the need for
premise-based contact centre hardware and software, replacing them with on
demand internet-based contact centre facilities,” he said. “This means that
companies no longer have to be saddled with high set-up and maintenance costs
should they require contact centre services. They can simply sign up for online
facilities and pay as they go.”
According to Tan, companies pay monthly subscription fees for the required
number of agents or the capacity the business needs and have the flexibility to
increase or decrease capacity of interaction volume, which is cost effective for
businesses. “This concept of ‘elasticity’ is attractive for multinational
corporations and small to medium enterprises alike,” he said.
He added : “We can deduce the cost savings of VCC easily. The CAPEX for VCC is
virtually zero. The typical CAPEX for premise-based contact center hardware and
software of RM15,000 per agent. The OPEX for VCC over a 12-month campaign is
about 25% of CAPEX for premise-based contact center solutions (based on VCC
entry level pricing). Considering additional OPEX for premise-based contact
center solutions, VCC wins hands down.”
The Virtual Contact Centre model is also capable of harnessing the power of a
Virtual Workforce for Direct Response, Sales and Marketing, Customer Service and
IT and Operations projects. “Campaigns are managed using logical groupings of
agents,” said Tan. “We are able to unify and mobilise pools of agents from
different geographical regions to serve a campaign which requires deep and
diverse skill sets or language requirements.” “Interaction handling, monitoring
and quality assurance is managed via various forecasting and campaign management
tools and technologies,” he added.
The unified virtual contact centre also has the potential to grow business
models within its current concept. “Every business is an interaction centre.
Telcos’ value propositions propogate downwards across existing subscriber base,
from corporate, outsourcing companies to SMEs and individual subcribers. The
virtual contact centre allows telcos to give birth to secondary business models
and
utilise them as profit centres, Tan explained. “An example is telcos offering
SMEs and individual subcribers new products or services via creative bundling of
internet contact centre solutions, bandwidth and mobility offerings ( 3G, 4G,
WIMAX ),” he added.
SUPERCEED’s business partner, Golden Thrive Sdn Bhd, an outsourced BPO company
and end customers, Salamfone Sdn Bhd and Baraka Telecom Sdn Bhd were presented
with a crystal plaque to signify the completion and handover of their customised
virtual contact centre package at the launch.
To date, SUPERCEED has established points of presence in 4 MSC Cybercentres
namely SunTech, Cyberjaya, Mid Valley and Menara MSC Cyberport. The company is
in the midst of expanding its points-of –presence to Singapore, the Philippines,
India, China, South Korea, Japan, Australia and New Zealand.
About SUPERCEED
SUPERCEED (M) SDN BHD is a company jointly funded by the Malaysian Government
via the Malaysian Technology Development Corporation, Kumpulan Modal Perdana and
Cradle Fund Sdn Bhd. The company was founded in 2008 by entrepreneurs Jeffrey
Tan, Lelee Ng and Kenneth Wong.
SOURCE: SUPERCEED
FOR MORE INFORMATION CONTACT:
NAME : MR JEFFREY TAN
CEO SUPERCEED
TEL: 012-3392 933
DATE OF RELEASE; 31 MARCH 2011
RELEASED BY BERNAMA MEDIA RELATIONS & EVENT MANAGEMENT(MREM)
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