Case Study: VADS Berhad achieves an automated, scalable high-performance contact center with Ameyo

VADS - Customer Case Study

VADS, one of Malaysia’s leading managed ICT service providers, needed to diversify from a captive contact center into the outsourced BPO market but faced challenges including multi‑tenancy, high‑performance delivery requirements, automation of inbound calls, lack of a unified interface, missing voice logs and technical support, unstructured systems, high drop‑call rates, and no reporting. VADS selected Ameyo (Ameyo Version 2 / the Ameyo communications suite) to address these gaps.

Ameyo implemented a centralized communications suite — Advanced IVR, Ameyo Wallboard, Ameyo Node Flow, Ameyo Reportika, voice logging, quality monitoring, ACD queuing and CRM integration — to automate inbound traffic, unify processes and deliver dashboards and custom reports. The Ameyo solution automated routine queries, improved interoperability and agent efficiency, provided actionable reporting and quality monitoring, and enabled VADS to scale from roughly 80 users to 400+, demonstrating clear operational growth.

VADS