SINGAPORE, 15 May 2000 - SKYCable, the largest cable operator in the Philippines, has selected MISNet, Inc., a Manila-based provider of IT solutions and services, and Genesys Telecommunications Laboratories' computer telephony integration (CTI) software to upgrade its call centre and improve its customer relationship management (CRM).
For this project, MISNet will be implementing Genesys' award-winning interaction management solutions including modules for inbound communications routing, outbound calling campaigns and call centre reporting.
According to Yohlie Jarlego, Assistant VP for Customer Service of SKYCable's parent SkyVision, the company is also planning to build a centralised call centre for its other operations, including SkyInternet, Pilipino Cable, SkyMall, SkyFoundations and other subsidiaries.
She added that the Call Centre contributed an additional 30 percent basic subscription on top of projected new acquisitions and that through the use of the predictive dialer, collection had improved by 150 percent in terms of telecollector productivity.
"CRM is a critical factor for business today, and the SKYCable project will highlight our expertise in providing best-of-breed solutions that enable our customers to realise their CRM strategy," said MISNet Chairman and CEO Eric Natividad.
Genesys' interaction management solutions provide organisations with speedy and accurate call handling services, and improve productivity by fully automating many of the jobs involved in managing customer calls. They also enable pro-active cross selling, quality service provisioning referrals, enhanced call reporting and call centre details, as well as improved accessibility and handling time.
"Our new generation of software not only improves the level of customer care and enables more personalised marketing, cross-selling and up-selling, but also makes much better use of staff and resources to cut costs and achieve a much better return on investment," said Edmund Ang, Vice President of Genesys Telecommunications Laboratories Asia Pacific.
SKYCable Central CATV Inc. began in June 1990. Commercial programming started with the live cablecast of the Superbowl at the Manila Peninsula Hotel in January 1992. With approximately 2,500 strand miles in Metro Manila and through joint partnerships with 75 affiliates and nine subsidiaries nationwide, SKYCable is the Philippines' most extensive cable network.
It spans the whole archipelago with an array of movies and news from around the globe, cartoons, sitcoms, sports, musicals and documentaries. Venturing into local channel programming, local production, film distribution, home shopping, internet and even credit cards, SKYCable has evolved into more than just a cable network.
About MISNet Inc.
MISNet Inc. is a 100 percent employee-owned corporation specialising in software sales, support and education. Founded in 1992, it has offices in Singapore, Malaysia, Australia and the Philippines.
MISNet offers solutions based on award-winning and best-of-breed products and platforms, established and proven solution delivery methodologies and tools, and unparalleled customer support. For more information, please go to http://www.MISNet.com.ph.
The company has partnered with large software firms to provide expertise in Information Technology Infrastructure, Call Centre & Computer Telephony Integration (CTI) and e-Commerce solutions.
Genesys Telecommunications Laboratories, Inc., an independent, wholly owned subsidiary of Alcatel, pioneered the field of Computer Telephony Integration (CTI) and today is a leading provider of infrastructure-independent contact centre solutions for the enterprise, e-business and service provider markets.
Headquartered in San Francisco, Genesys has 43 direct sales offices and works through a select group of industry partners.
Genesys serves the Asian market through its regional office in Singapore and through partners which include Compaq, Cap Gemini, eSOON, MISNet, NEC, Siemens, Sema Group, TP Group and Unisys to provide call/contact centre systems for use in broad-ranging systems integration and data warehousing contracts. Genesys also has local offices in Japan, Korea and Australia.