Commercial Sector: TeleDirect Gears Up for Growth

Like many companies, TeleDirect TeleConference is expanding fast. Operating since 1995, the company successfully managed to create a niche for itself in the field of outsourced telecommerce and customer service.

When Teledirect Telecommerce Sdn Bhd expanded to its second location in KL Sentral, it provided them a perfect opportunity to evaluate a new future-ready backbone communications infrastructure.

Francis Chung, managing director of TeleDirect Telecommerce, wanted a wireless office where employees had the freedom to move around with their notebooks. At the same time, he wanted to hear less complaint from his technical people providing its tech support and maintenance.

But above all, Chung wanted his backbone communications infrastructure to be future proof.

After much internal deliberation, TeleDirect decided to select Cisco’s IP-based Contact Centre (IPCC) solutions to help meet its challenges. Cisco IPCC provides an integrated full-feature solution for managing customer voice calls, including routing calls to the appropriate agent, contact management and powerful reporting features.

“We did not want piecemeal solutions that would provide us with integration headaches later on and so, we opted for the Cisco system. I know we have a future-ready system and infrastructure. That just takes a whole load off my mind and allows me to focus on driving results for our customers,” Chung explains.

In any case, he is rather anxious to see how far the new system can stretch. Until the new premises are fully occupied, only then can Chung evaluate just how robust the IPCC is.

“We currently have 60 phones which can scale up to 200. We are not fully leveraging on the systems’ capabilities yet, but I am keen to see how it can handle a full load,” he says.

Another big plus point of the new system is that it can handle Level 1 disaster recovery. “With its wireless facility, employees can just go to any nearby hotspot and with laptops, and we are back in business, serving our customers,” he adds.

Chung is looking at a return of investment between two and three years for the system that cost less than RM2 million.

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