Case Study: Scicom (MSC) Berhad achieves reduced costs and improved customer service with Verint Systems' Witness Actionable Solutions

Scicom MSC Berhad - Customer Case Study

Scicom (MSC) Berhad, a Malaysia-based leader in offshore BPO with 1,400 contact-centre agents across Malaysia, India and the USA handling interactions from 35 countries in 24 languages, needed better visibility into customer service operations to improve training, resolve complaints, and optimise the customer experience. To maintain competitive advantage and reassure global clients, Scicom sought a reliable full-time call recording and quality-monitoring solution.

Scicom implemented Verint Witness Actionable Solutions’ full-time recording and quality-monitoring across its centres, enabling searchable capture and review of every customer interaction for audits, coaching, new-hire onboarding and complaints resolution. The solution reduced supervisor time and call durations, improved agent performance and customer service, simplified dispute handling, and delivered measurable cost efficiencies and greater process visibility.

Scicom MSC Berhad

Leo Ariyanayakam

Chief Executive Officer