Outbound Call Center Featured Article

VADS Berhad Implements Ameyo for Call Center Operations

By Carolyn J Dawson
TMCnet Contributor

Ameyo is being used by VADS Berhad as the technology for its contact center processes. Apart from creating new business, the outbound call center was established as a parallel revenue-generation unit. VADS has been able to implement a structured customer contact strategy with the award-winning call center software, Ameyo. Efficiency to the agent’s call-handling capabilities is provided by Ameyo’s easy-to-user interfaces. Real-time performance monitoring and voice logging have also been enabled by Ameyo. VADS Berhad is a subsidiary of Telekom Malaysia (News - Alert).

In a release, Bernard Chin, VP for BPO Enterprise at VADS Berhad said, “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.”

According to Chin, the organization has achieved full control on agent productivity, campaign performance, quality assurance and customer experience. This is due to the highly efficient technology system which is working as the backbone for the organization.

Sharat Chandra, VP for Business Development, APAC at Drishti-Soft said, “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.”

Customer contact processes are automated with the end-to-end customer interactions management suite, Ameyo. Interoperability within the underlying applications like billing systems, CRM, Database etc. is enabled by Ameyo. A custom technology infrastructure is therefore created. Customers converging into a unified platform are provided multiple touch-point access by Ameyo.

The effectiveness and cost of interactions can be measured with Ameyo’s unified approach. The interactions can be also optimized around customer segmentation. Differentiation of service amongst customer segments and USPs against competition can be implemented by the deploying enterprise. Customer on-boarding, retention and revenue assurance are completely managed by Ameyo. Value has been added by VADS Berhad to their customer contact operations with Ameyo.

Recently, Drishti announced that Yesso Global Services, a premier BPO service provider, has chosen its Ameyo Communication Suite. The BPO company selected Ameyo’s dialer technology to replace its outbound predictive dialer solution from a leading provider because it could not provide the operational flexibility required by their clients.