VADS Berhad – a subsidiary of Telekom Malaysia is using Ameyo as the technology for its contact center processes. The outbound call center was established to create new business opportunities and serve as a parallel revenue-generation unit. Award-winning call center software – Ameyo helped VADS implement a structured customer contact strategy while the easy-to-use interfaces added efficiency to the agent’s call-handling capabilities. Ameyo also enabled real-time performance monitoring and voice logging, mandatory for compliance to various international dialing regulations.
Talking about the solution, Bernard Chin, VP – BPO Enterprise at VADS Berhad says – “With full integrated system on Ameyo Communication Suite & our own in-house developed CRM solution, we were able to optimize our Contact Centre to the best industry standards. This helped us bag the ‘Best Outbound Contact Centre’ award at the recently concluded CCAM Awards 2011. With the help of a highly efficient technology system working as a backbone, we have achieved full control on our agent productivity, campaign performance, quality assurance and customer experience.”
“Ameyo not just automated the sales process for VADS, but also helped them extend per day connect rates beyond the prevailing industry standards. The solution is easy to operate, manage and maintain and has helped the BPO establish a strong quality control of the calling processes that is reflecting on the efficiency increase achieved.” – says Sharat Chandra, VP Business Development – APAC, Drishti-Soft.
Ameyo is an end-to-end customer interactions management suite. The solution provides automation of customer contact processes and enables interoperability within the underlying applications like billing systems, CRM, Database etc. to create a custom technology infrastructure. It also provides multiple touch-point access to customers converging into a unified platform easily manageable by the organization.
A unified approach enabled by Ameyo allows measuring of the effectiveness and cost of interactions and optimizing them around customer segmentation. The deploying enterprise can implement differentiation of service amongst customer segments and USPs against competition. Ameyo acts as a single solution to manage customer on-boarding, retention and revenue assurance. VADS Berhad added value to their customer contact operations with Ameyo as the technology base.
About VADS Berhad
VADS Berhad (VADS) is one of Malaysia’s leading Managed ICT Service providers and an award-winning BPO. Having grown from a joint venture between IBM Global Network Services and Telekom Malaysia Berhad (TM) in 1991, today VADS is wholly owned subsidiary of TM; serving more than 500 medium to large businesses across industries. Their service portfolio includes Value Added Services, IT Services and Business Process Outsourcing. With expertise in information technology and communication, VADS empowers businesses with value-based innovative solutions and services.
About Microtel Technology
Founded in 2000, Microtel Technology is a respected name serving the ICT industry in Malaysia. Microtel is a developer and provider of innovative communication products for professional industries. Offering simple, innovative and affordable communication solutions their product range comprises of contact center software solutions, professional headsets and interfaces for call centers and office, professional telephony and professional wireless communications.
Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.