VADS improves Customer Satisfaction score by 28% With Ameyo

Industry: ITC Service Provider

Region:  Kuala Lumpur, Malaysia

About VADS

VADS Berhad (VADS) is one of Malaysia’s leading Managed ICT Service provider. Having grown from a joint venture between IBM Global Network Services and Telekom Malaysia Berhad (TM) in 1991, today they are a wholly owned subsidiary of TM; serving more than 500 medium to large businesses across industries.

Their main activities are Value Added Services, IT Services, and Business Process Outsourcing. As a firm, they envision to bring together people, processes and technologies to enable more effective and dynamic use of information technology and communication. They empower businesses with value-based innovative solutions and services by offering their expertise in core business areas for their clients.

Challenges

  • Lack of unified interface
  • High rate of Drop calls
  • Automation of inbound calls
  • High-Performance Delivery

Key Benefits

  • Integration with pre installed CRM
  • Complete automation of inbound calling
  • Customised reports
  • Enhanced interoperability between the existing business applications

Ameyo helped VADS

VADS implemented the Ameyo communications suite that provided them with a centralized pre-integrated solution, integrating process flow from different sites and processes. An advanced IVRS was implemented for self-service of routine queries which completely automated the inbound traffic. It also enhanced interoperability between the existing business applications for simplified contact center operations and reduced manual interference. Dashboards and advanced reporting tools of Ameyo helped VADS in the analysis of the performance of various resources of the system.

With the Ameyo Communication Suite from Drishti, VADS was benefitted with a solution that maximized their agent efficiency and automates their processes.

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VADS improves Customer Satisfaction score by 28% With Ameyo

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