AssistEdge from EdgeVerve Systems has played a pivotal role in automating processes, driving efficiency and productivity across the customer service centers of Telekom Malaysia and has significantly reduced the average call handling time, resulting in enhanced customer experience.

  • The solution enables a single window dashboard for all contact centre applications making it easier for agents to navigate the systems
  • AssistEdge allows TM to automate all the relevant data required by agents, thereby enabling faster query resolution and enhance customer experience
  • With this implementation, the overall time required to update all systems is reduced, thus boosting productivity and operational efficiency

Telekom Malaysia offers a comprehensive range of communication services and solutions in broadband, data and fixed-line. With AssistEdge, TM is delivering an enhanced customer experience through continuous customer service quality improvements and innovations.

Ahmad Nasri Mohamed, VP, Customer Experience Transformation, Telekom Malaysia has talked about how TM (Telekom Malaysia) aims at becoming the convergence champion and the OVAL program is powered by AssistEdge -EdgeVerve’s leading automation solution, to help TM create an enriching customer experience. With this solution, they are confident that their agents are able to make every conversation convert in to a connection, fostering TM to drive client delight and effortlessly augment our productivity and operational efficiencies.”

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Ahmad-Nasri-Mohamed

Telekom Malaysia Implements AssistEdge