In the 1990s, after five centuries of colonial rule and three decades of independence, the island paradise of Mauritius made the rapid transition from an agricultural-based society to one based on service. It was determined that the government’s call center offerings were “out of phase” with the customers’ needs and that a virtual information kiosk available to anyone, anywhere, was necessary.

Using Encompass, Mauritius has an active call center processing up to 17,000 calls per day, as well as a comprehensive customer database that enables them to strategically segment and target their outbound campaigns. The coupling of telephony and computers provides added value to the database and enables them to extend their reach to other nations.