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Impact 360 Success Story: Scicom (MSC) Berhad

Verint® Systems

Presented By: Verint® Systems


  • The Problem:

    Since Scicom’s inception in 1997, the Group has managed contact centres and related back-office functions in the Asia Pacific region for global multinational in the mobile handset industry, airlines, gaming, telecommunications, oil and gas, and IT hardware. The company manages multiple contact centres in Asia, handling interactions from 35 countries globally in 24 languages, as well as English language support for the UK , Australian, and US markets.

    When Scicom was founded, Chief Executive Officer Leo Ariyanayakam looke to technology as the enabler of competitive advantage and future growth. The company turned to Verint® Witness Actionable Solutions™ for a full-time call recording solution, which would also enable Scicom to roll out a comprehensive quality monitoring program The objective was to gain visibility into its customer service processes, enable more effective training of agents, and optimize the overall customer experience. Ariynayakam pointed out that the company's selection.

  • Solution:

    Following a thorough evaluation period, Scicom selected Verint Witness Actionable Solutions full-time recording solution with quality monitoring for its 1,400 agents. The system allows Scicom to reliably capture all customer interactions, and retrieve and evaluate them as required. The phone conversations can be searched and retrieved using a variety of selection criteria. This information helps Scicom ensure that agent performance is consistently monitored and improved, service processes are maximized, and customer satisfaction is optimized.

  • Result:
    • Increased quality and customer service
    • Improved agent and new-hire training
    • Increased cost efficiencies
    • Simplified complaints resolution
    • Improved visibility for process improvement and decision-making

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