Our business process outsourcing services comprises a call management center fully integrated with our Call Management System (CMS) software for call tracking and severity escalation. The helpdesk serves as a first level troubleshooting and coordinates engineers with service providers for higher level cases.
The CMS ensures timely response, job tracking and generates reports based on various key performance indicators such as response and resolution times. All peripherals and key assets are centrally managed in the CMS for proactive and pre-emptive regular maintenance.
At OpenSys Technologies, our clients are our priority. Therefore, we are committed to meeting the needs of our clients with efficient solutions. Our Operations Management Centre (OMC) is dedicated to provide professional, effective and seamless support to our clients. OpenSys Technologies is here to deliver excellent and reliable support in these service areas:
Call management via CMS
OpenSys’ Call Management System (CMS) is created for internal and external clients to log calls and report incidents. Clients are able to view all incidents before proceeding to the next step, which is to either monitor or manage incidents. Ultimately, clients can monitor the relevant status until the status is closed or completed.
Call tracking and escalation
OpenSys’ CMS offers clients to conduct call tracking as well. As for call escalation, OpenSys is able to do so via our online portal, emails or telephone calls.
Online system monitoring
OpenSys Technologies currently monitors and manages self-service bill payment kiosks for Celcom, Maxis, Sabah Electricity (SESB), Sarawak Energy (SESCO), Telekom Malaysia and Tenaga Nasional. Our services include creating and closing FLM (First Line Maintenance) and SLM (Second Line Maintenance) calls for technical faults, arranging technical engineers or third-party service providers for onsite troubleshooting, responding to clients’ emails as well as updating incident status from technical engineers or third-party service providers.