As Technology Partner of MCI, we are pleased to congratulate MCI Asia Pacific Customer Service Centre in Singapore in being recognized as Best-In-Class by the Call Centre Council of Singapore (CCCS). The award was presented at the council’s fourth annual Call Centre Awards for Singapore and its inaugural Regional Call Centre Awards, in conjunction with the Hong Kong Call Centre Association and the Call Centre Association of Malaysia.
MCI was presented with the Gold Call Centre of the Year award for facilities of fewer than 50 seats. In addition, MCI was honored with the Gold Call Centre Manager of the Year award. MCI again took top honors with the Gold Call Centre of the Year award in the Regional Call Centre Awards, recognizing its status as the most respected facility of its size throughout the three-nation region. Among all of the corporations and individuals honored by the council, MCI was only triple Gold award winner – in its first year of participation in the CCCS competition. MCI’s customer service call centre was judged on its policies, processes and procedures, as well as the contact centre services that fuel its operations.
As Technology Partner of MCI, Innovax Systems provides the technology that drives the processes in MCI’s Contact Centre. Innovax Systems’ flagship product OpsCentral – a suite of contact centre solutions that handles multiple channels of customer communication – provides MCI’s Customer Contact Centre with skill based routing of calls and emails linking it with appropriate agents through a state-of-the-art IVR system. This entire platform is in turn tied into a knowledge engineering system, also developed by Innovax Systems, arms agents with up to the minute information that can be made available to MCI’s customers if necessary.
“Our Singapore centre has the most advanced automatic call and email distribution system deployed by MCI today, as well as a paperless desktop driven by a knowledge engineering system,” said Denis Garner, director of customer service for MCI Asia Pacific. “These allow our customers to reach the best qualified agent for their enquiry regardless of whether they call, email, fax or contact us via the Web. But our most powerful differentiator is our people. The MCI customer service team really cares about the companies we serve and takes great pride in always doing what is best for the customer.”
The state-of-the-art MCI Asia Pacific Customer Service Centre serves the company’s customers in nine national markets across the region. The 24×7 operation handles more than 22,000 customer interactions per month in English, Cantonese, Mandarin, Japanese and Korean to ensure that customers receive assistance of the highest possible quality, regardless of time, location or local language. In addition to this facility, local customer support is also available in each country that MCI serves throughout the region.
MCI, Inc. (NASDAQ:MCIP) is a leading global communications provider, delivering innovative, cost-effective, advanced communications connectivity to businesses, governments and consumers. With the industry’s most expansive global IP backbone, based on the number of company-owned points of presence, and wholly-owned data networks, MCI develops the converged communications products and services that are the foundation for commerce and communications in today’s market.
Innovax Systems is a leading provider of systems development and integration of end to end integrated Contact Center solutions and Web-based applications. Headquartered in Singapore, Innovax has three offices including a subsidiary in Japan, and a development center in Singapore. Innovax’s solutions include computer telephony integration (CTI), Multi-channel contact center management, customer relationship management (CRM), e-procurement, backend enterprise system integration and mobile internet platform solutions. Established in 1998, Innovax’s list of clients include government departments and Fortune 500 organisations in the Asia Pacific region.