Case Study: Mekong Aviation achieves superior customer experience with Ameyo contact center automation

Mekong Aviation improves Customer Satisfaction score by 27% With Ameyo

Mekong Aviation JSC (Air Mekong), a Vietnam-based airline, needed to automate inbound and manual outbound processes, streamline business workflows, manage core deliveries, and implement comprehensive quality management to speed up query resolution and deliver consistent customer service. To address these telephony and contact center challenges, they engaged Ameyo.

Ameyo deployed an IP-based contact center solution for Mekong Aviation—providing ACD intelligent routing, IVR agent logins, click-to-call, a customized CRM integration, real-time graphical analytics, voicelogging and quality monitoring. The Ameyo implementation ensured calls connected to the right agents, gave managers actionable real-time and historical reports for monitoring and scoring, and enabled faster, more consistent query resolution and an improved overall customer experience.

Mekong Aviation