Mauritius’s leading telecom provider implements AMEYO to deploy new network offering to more than 140,000 customers
Gurgaon, 12 September 2013: Drishti, a leading Contact Center Solutions provider, announced that Mahanagar Telephone Mauritius Limited (MTML), a leading telecom service provider in Mauritius, deployed the AMEYO Contact Center Communication Suite to successfully deliver “Chili”, its new GSM service. MTML provides a wide range of affordable telecom services and high speed data access. After deploying AMEYO, MTML successfully launched the new network, set up a billing helpdesk, and improved customer service.
MTML was founded in 2003 and their affordable tariffs have greatly reduced the rates for the telecom services in Mauritius. The MTML BPO however, faced challenges of low billings and collections and needed a multi-lingual solution. They also needed to ensure a smooth launch of their new “Chili” GSM service. AMEYO delivered the results for MTML by providing features that improved their business efficiency.
Nitish Kumar, Manager, MTML said, “MTML is a leading telecom service provider in Mauritius with its affordable tariffs and emphasis on quality services. We have more than a 140,000 active connections and it is continuously increasing specially after the launch of our new and affordable GSM service. This required a highly efficient system to handle the influx of queries to consistently deliver satisfactory services. Our Call Centre solution powered by AMEYO ensured the proper monitoring of issues is done because of which ‘Chili’ has increased customer satisfaction greatly.”
The MTML network covers the whole island—the challenge was to handle the large volume of calls. With AMEYO, MTML implemented a service and billing helpdesk. AMEYO was also customized to handle multi-lingual requirements of both English and French. The reliable solution implemented features like IVR, ACD, CTI, Switching, Voice Logging, and quality monitoring.
AMEYO’s IVR considerably reduced call handling time. Calls were automatically distributed to available agents, reducing wait time and increasing agent productivity. CTI allowed agents to make calls with just a click while Voice Logger helped in quality monitoring. Additionally, Reportika generates accurate and customizable reports—gauging agent productivity and monitoring business efficiency.
AMEYO also integrated with the existing ZTE IN equipment and billing platform. The switch to “Chili” was implemented smoothly and AMEYO delivered results soon after implementation.
AMEYO is the flagship solution from Drishti for complete CIM (Customer Interaction Management). It has been designed to add value to the businesses and pave way for a structured growth. AMEYO customers enjoy significantly increased efficiency levels, reduced operational costs, flexibility, consistent user experience, and a demonstrable ROI.
