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Pacnet
Showcases Fourth Generation Technology at New Global Customer Service
Center in Malaysia “Pacnet’s investment into this state-of-the-art customer service facility is aligned with our corporate strategy to raise the bar in customer service within the region and around the world,” said Bill Barney, Pacnet’s Chief Executive Officer, at the opening ceremony. “Our decision to place this new facility in Kuala Lumpur also represents our commitment to support Malaysia’s vision of becoming a regional hub for international connectivity.” As the government of Malaysia continues to drive forward initiatives to increase and improve broadband penetration across the country and internationally, Pacnet is well positioned to play a significant role in providing Malaysia with next generation international connectivity. “We value Malaysia as an important market with great growth potential. Pacnet looks forward to shortly receiving our Network Services Provider (NSP) License, which will put Pacnet in a position to further offer high quality, cost efficient choices to businesses,” Mr Barney added. Officiating the opening ceremony of the new facility was Deputy Minister of the Ministry of Energy, Water and Communications, Y.B. Dato’ Joseph Salang Gandum. “Pacnet's unique proposition to Malaysia is its sole ownership of the private subsea cable system EAC-C2C. Full control over this network enables Pacnet to deliver complete redundancy and service diversity which is mission critical to businesses requiring connectivity to and from Malaysia,” said Datin Norhizan Ibrahim, Pacnet’s Malaysia Country Manager. At the heart of the Kuala Lumpur customer service center is a fourth generation IP-based customer service platform which supports multimedia interactions and enables Pacnet’s customer service staff to interact with customers through a combination of voice calls, video-enabled instant messaging with push-and-pull Web page collaboration and file sharing capabilities, as well as via email. “Through our new all-IP customer service platform that is being deployed throughout all our customer service centers, we will be able to facilitate one-to-one interactions and equip our call agents with all information required to handle a call at their fingertips. This will allow us to respond faster to any enquiry or incident,” said Denis Garner, Senior Vice President of Customer Service. The new customer service platform is also being rolled out to Pacnet’s regional call centers in Singapore, Thailand, India and China. It will enable Pacnet’s call center management to have real-time visibility over its entire customer service operation regardless of location, as all locations will be managed as one virtual call center. |
