Dhiraagu Reaches New Levels of Operational Efficiency with Ameyo

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dhiraagu

Industry: Telecom

Region:  Maldives

About Dhiraagu

Dhivehi Raajjeyge Gulhun Private Limited (Dhiraagu) is a joint venture company by the Government of the Maldives and the Cable and Wireless. It began operations in 1988 as the national telecommunications carrier of the Maldives. Since then, Dhiraagu has rapidly built a sound, financially strong business based on a commitment to providing innovative products and services and a philosophy that places a high value on customer satisfaction. Dhiraagu is a major owner of infrastructure in the Maldives and has one of the most advanced state-of-the-art communication networks in the region which covers 800 miles from the north to the south of Maldives

Challenges

  • Required integration with the legacy apparatus
  • Absence of self-help capabilities
  • Need for a personalized IVR
  • Lack of Easy integration with Core Process

Key Benefits

  • Hassle-free IT and operations management
  • Strong supervision and quality analysis tools
  • Personalized greeting with IVR designer
  • Online bill balance inquiry system and feedback/survey capabilities
IVR implementation has helped us to improve our Quality Customer Service.
Mohamed Azleem
Assistant Manager Customer Services

Ameyo helped Dhiraagu

Ameyo enabled Dhiraagu to set up a state-of-the-art Customer Service Center offering telephone support to customers 24 hours a day, 7 days a week. The contact center solution completely integrated the interactive voice response (IVR) system for agents with the existing telephony infrastructure. IVR allowed Dhiraagu to provide a single number for customers to access different services. The solution delivered an HA setup with Active/Standby setup ensuring high uptime and business continuity.

Ameyo provided Dhiraagu with a highly customized and personalized IVR was to be used for delivering “first call” resolution, reducing contact handling costs, improving staff productivity and morale, preserving full contact center investment—including integration to business applications—and reducing the cost of deployment and total cost of ownership.

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Dhiraagu Reaches New Levels of Operational Efficiency with Ameyo

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