Case Study: Telekom Malaysia improves customer service and operational efficiency with Ameyo

Telekom Malaysia boosts talking time and cuts dropped calls with Ameyo

Telekom Malaysia, a leading integrated communications provider in Malaysia, faced challenges with its legacy solution, including less productive conversations, an absence of agent monitoring, and a lack of information security for its financial operations. To address these issues, they partnered with vendor Ameyo to implement an omnichannel customer engagement solution.

Ameyo's solution provided intelligent call routing, an IVR system, and a predictive dialer to optimize agent time and automate manual processes. This led to a reduction in call drop and abandonment rates, increased outreach, and secured customer data. The implementation by Ameyo gave Telekom Malaysia improved monitoring and reporting capabilities, boosting both operational efficiency and customer satisfaction.

Telekom Malaysia