Ameyo Success Story | Customer Experience Management | VADS

Case Study
VADS-Berhad

VADS Berhad

VADS-Berhad

Use Case

Inbound and Outbound 

Region

Malaysia

Industry

ICT Service Provider

About VADS Berhad

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

  • Multi Tenancy
  • Manual Call Management
  • Call Logging & Technical Support
  • Unstructured system and integration

Results

  • Centralized pre-integrated Solution
  • Complete automation of Call Management
  • Customized reports and dashboards
  • Smooth Integration with pre installed CRM

Ameyo's Solution

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.

Facebook
Twitter
LinkedIn