Case Study: MTML achieves faster customer service and reduced call handling time with Exotel's Ameyo solution

Mahanagar Telephone Mauritius Limited boosts customer satisfaction with Exotel, supporting 140,000+ active connections

Mahanagar Telephone Mauritius Limited (MTML), a leading telecom provider in Mauritius, faced significant customer service and billing challenges following the successful launch of its new "Chili" GSM service. The influx of new customers created a need for a highly efficient, multilingual contact center system with high uptime that could integrate with their existing billing platform. To overcome this, MTML partnered with vendor Exotel to implement a solution powered by Ameyo.

Exotel's Ameyo solution provided an IP-based contact center that integrated seamlessly with MTML's existing ZTE IN and billing platform. The system featured IVR, ACD, CTI, and multilingual support for English and French. This implementation resulted in a reduced call handling time, a reduction in customer wait times, and a boost in agent productivity, which collectively enhanced customer satisfaction and allowed the platform to scale easily as the business expanded.

Mahanagar Telephone Mauritius Limited (mtml)