Maersk Pakistan Limited, a leading international transportation and shipping company, has opted for ZRG International to provide a next generation 'Call Center Solution' for its customer services. The spokespersons of ZRG International told Business Recorder on Wednesday that a modern call center which includes a 'Contact Management System' to manage customer complaints and inquiries would be establish for Maersk Pakistan. Under the agreement, ZRG will provide a modern multi-modal call center to serve the customer requirements of three companies under Maersk umbrella namely; Maersk, Sealand and Maersk Logistics.
The country manager of Maersk Pakistan Asger S. B Lauritsen said, "We expect to get modern telephone solution organised in a call centre to increase our service level to the customers' benefit."
A multi-modal call center set-up would enable Maersk to handle multiple calls at one-call center, utilising optimised resources for maximum efficiency and output.
Maersk operations are growing in Pakistan and the customer call-handling requirements were increasing at an enormous scale. It was looking for a call-handling solution that would serve the requirements of all the three of its companies under one platform.
Thus, Maersk selected ZRG solution because of its excellent market reputation; its open standard-based technology; feature richness; raggedness and tight integration with existing environment at Maersk.
The ZRG will also provide a comprehensive contact management solution to augment and streamline the sales, marketing, logistics and customer services.
Maersk Pakistan is making significant investments to enhance the entire communication network to speed-up the flow of information within the organisation.
ZRG CEO Ayub Butt said, "The next generation technology based on open standards brings a new-world of integration possibilities and cost effective call-handling capabilities for customer-centric organisations."
He added, "The days of proprietary based technology are over and progressive companies have recognised the benefits of standard-based solutions. Therefore, most of the call centres in Pakistan have chosen open standard-based technology for their call center requirements."