Expanding the boundaries: the Malaysian operator chooses SIGURD-IT

SIGURD-IT has been developing and implementing its solutions worldwide for more than 20 years.
During this time, the company has managed to build strong and trusting partnerships with a number of foreign companies.
Among them:
  • Uzbekistan's largest telecommunications operator in Uztelecom,
  • one of the largest telecommunications operators in Mauritania - Chinguitel,
  • a cellular company of the telecommunications market of the Kyrgyz Republic - MegaCom,
  • a state provider of telecommunications services in Nepal - Nepal Telecom, a major mobile operator in Iran - Samatel, a mobile operator in Yemen - Sabafon and many others.

The list of foreign projects is constantly being updated, and now it can include the Malaysian provider of information and communication technologies (ICT) services - Allo Telecom.

The company is a licensed Network Service Provider (NFP), Network Service Provider (NSP), Application Service provider (ASP) of the Malaysian Communications and Multimedia Commission with a nationwide coverage area of licensed services, actively participates in the development of the Smart Cities program through a reliable ICT infrastructure and is currently based in the city of Cyberjaya, which It is a key part of Malaysia's multimedia super corridor.

The cooperation between SIGURD-IT and Allo Telecom began in 2022. Business meetings with colleagues, where the advantages of the proposed solution, options for its implementation, and then the stages of upcoming work were discussed in detail, were held in English in online format. The SIGURD-IT team was faced with the task of replacing the previous outdated solution for organizing an office IP telephony system from Nuavox with a modern SIGURD-IT solution of its own design.

In February 2023, SIGURD-IT, with the support of its strategic partner ALEPO, launched its hardware and software platform of the SIGURD-MIND contact center for Allo Telecom into commercial operation. The fundamental modules of the software platform were promptly installed on the customer's servers:
  • ACD (Automatic Call Distribution),
  • Call Recording System,
  • IVR (Interactive Voice Response),
  • Administration Kit.
  • Training materials on the operation of the system in English were prepared, and Allo Telecom employees were trained.

The voice multichannel contact center is integrated with the Allo Telecom information system CRM, fully reserved, equipped with a test server where all updates and improvements of the project are tested, which are later installed on the workspaces of the software core.

Currently, the contact center is designed for 25 operator seatplaces, the number of which is planned to increase in the future, and is capable of receiving more than 40,000 calls per day, and at peak hours - at least 4,000 calls per hour.

Thanks to the implemented solution from SIGURD-IT, Allo Telecom was able to:
  • monitor key indicators of the customer service process,
  • manage quantitative and qualitative indicators of operator performance
  • the customized portfolio of reports with tools for modifications received by the customer will allow him to optimize the work of operators and significantly increase the performance indicators of the contact center as a whole.

We continue to actively develop, implement and develop Russian IT solutions of our own design on the world market.