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Asia Pacific Government Enterprise Premise

At A Glance


SIRIM Berhad had an aging, outdated PBX system that had been in operation since 1993 and was finding it difficult to integrate new technology into its existing system. They were looking for a communications system that could not only support modern tech but was also cost-effective and flexible while utilizing their traditional system infrastructure.

Goals


SIRIM Berhad needed to update its communication system, emphasizing AI and application integration and the flexibility to update to new tech based on customer needs. They also sought to integrate a contact center and call management solution that provided features for managing customer call quality. Both solutions would need to have a positive return on investment, and the provider would need to be able to support, work with, and update elements of their current PBX system.

Results


After hearing several proposals, SIRIM Berhad settled on Mitel’s MX-ONE and MiContact Center solutions, citing cost-effectiveness, fulfilling their required capabilities, and a willingness to integrate with the existing communications infrastructure.

SIRIM can now support newer technologies and applications, such as AI and Customer Relationship Management (CRM), within its updated communications system. They also have the support and flexibility to change aspects of their solution based on customer needs and growth and allow staff to work from IP phones and personal devices.

In addition, SIRIM reduced license numbers, leading to more value from its communications system and lower costs for the company. Their local partner also helped get SIRIM fully connected to the digital framework, meaning that they can enjoy all the benefits of digital infrastructure in the future.

The partner facilitated a successful implementation: SIRIM obtained 800 extensions, upgraded to a PC-based console on the MiContact Center system, and supported 21 contact center agents for just one branch. As the deployment continues slowly, they aim to integrate nine other branches.

Mitel provided the total solution where we could still use the existing system, migrate to a better platform, and smoothly integrate the developing customer solutions.

- Ir. Mohd Salleh Drus, General Manager, Asset Management Department, SIRIM Berhad

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