Case Study: SLT Mobitel achieves 15,000-call‑a‑day capacity and automated IVR efficiency with Mitel MiContact Center Enterprise

SLT Mobitel - Customer Case Study

Mobitel, the mobile arm of Sri Lanka Telecom, needed to move its on-premise contact center to remote services, upgrade its platform, and improve call automation to handle rapid growth and more demanding call patterns. To manage high volumes without a large increase in agents, the company ran an RFP to find a contact center solution with robust IVR and routing capabilities.

With partner Metropolitan Communications, Mobitel selected Mitel MiContact Center Enterprise and deployed 264 agent licenses, 900+ SIP licenses and 600 digital IVR extensions, upgrading to MX One 7.5 and MiCC 9.6 and using Mitel Software Assurance. The automated IVR and routing delivered greater capacity—nearly 15,000 calls handled in a single day—better prioritization of agent-handled calls, reduced need to expand agent staff, and enabled automated services like billing inquiries and SMS campaigns for a more efficient, personalized customer experience.

SLT Mobitel

Ruwan De Abrew

Senior Account Manager