KUALA LUMPUR: XOX Bhd and MLabs Systems Bhd today inked a supply and installation agreement (SIA) for the implementation of Malaysia's and Asean's first remote cloud-based contact centre powered by Cisco's Webex.
The Webex Contact Centre solution will enable a more efficient, effective, and inclusive remote work experience for XOX's contact centre team to deliver support to its 2.5 million customers and 20,000 dealers nationwide.
XOX group chief executive officer Ng Kok Heng said in tandem with the growth of users in the company's ecosystem, XOX needs a robust system that has the capability to cope with its expansion demands.
"Cisco's Webex Contact Centre solution offers greater cost efficiency for our contact centre to solve the ever-increasing customers' demand.
"Most importantly, it allows us to be operationally flexible, adapting to the new normal," said Ng in a statement.
Implementing the system also opens up more job opportunities for those who seek to work from home as an option while opening up opportunities for single parents or people with physical disabilities to have an equal chance to be hired.
Ng said the Webex Contact Centre solution allows the company to access a wider pool of talents.
"Last year, XOX succeeded in creating more than 20,000 jobs for Malaysians through Dealer Affiliate Program, and we need support teams to cater to our users.
"XOX remains committed in seeking innovative technologies in our working environment as per the country's digital aspirations," he said.
Meanwhile, MLabs research deputy general manager Will Phua said the company is fully committed to strengthening its client's business digitalisation capabilities.
"This cloud-based solution is designed to be an open, extensible, and customisable platform which provides XOX the flexibility to integrate with future customer relationship management (CRM) applications and scale to keep up with their business future needs," said Phua.
The AI-powered digital solution powered by Cisco's Webex enables enriched customer engagement experiences between businesses and their customers.
The Webex Contact Centre solution dynamically predicts each customer's needs and matches that need with the best agent, improving performance, first contact resolution, and customer satisfaction.
The solution also offers an omnichannel feature that allows the agents to attend multiple customers via phone call, text chat, and email simultaneously without forgoing service quality and breakage.
MLabs has been assigned to replace and transform XOX's existing contact centre system in stages with Webex Contact Centre solution utilising the latest intelligent system to improve the agent service deliveries and customer outcome satisfaction.