Clients

Scicom (MSC) Berhad

Client Profile

Scicom (MSC) Berhad, one of the largest Malaysian Contact Centre, provides Business Process Outsourcing services to helps global companies build brands, reduce costs, and improve existing operations, by relocating their customer contact centers and back office services to Asia.

Requirements / Problems / Issues
Scicom needed an SI & IT provider to work on its IT outsourced projects both for in-house requirements as well as for its clients, including developing new applications for their expanding business needs and to manage the existing systems. Scicom was looking for someone who can talk to their other departments and clients as Scicom IT, to have the best possible relationship.

Technology Platform
SoftSolvers used multiple platforms including Microsoft [VB, ASP, VB.Net, ASP.Net, SQL Server, etc] and Open Source [PHP, MySQL, JBoss, Apache, Tomcat, etc] and Java [JSP, J2EE, EJB, Oracle, etc] Technologies.

Services offered
Design, Develop and Implement Business applications

Application Value Management

Some of the Systems
Scheduling & Booking System - is a comprehensive tool for allowing Contact Center Managers and/or the Tutors to be rostered and view the schedules for a fixed period of time. The SBS consists of sub-systems including, Users profile, Interactive Voice Response, Knowledge Management System, Billing & Student Registration System, Lesson Management System and SMS & Payment Gateway. The development is using ASP.Net and SQL Server 2005, Reporting Services, etc. This system also integrates with one another Linux based system using web services.

Performance Management System – SoftSolvers implementing OptiPro-M for one of the high flying projects at Scicom. The Performance Management System was a complete 360 degree performance evaluation of agents, which combines and correlates data from multiple sources like Individual Development Plans, Training, 1 on 1 Coaching, QA Scorecards, Customer Satisfaction Surveys, etc and give a holistic picture. Based upon the KPI data the OptiPro-M also calculates the agent incentives.

OptiPro-M was integrated with many business applications (Avaya, Live Person, CRM, etc).