Challenge:

A prominent telecom in Tanzania faced significant challenges due to siloed communication channels, leading to inconsistent customer experiences and rising operational costs. The company’s legacy IVR system could only handle basic inquiries and struggled to support the high volume of 40,000 to 50,000 daily calls. It lacked scalability, making it difficult to manage peak call times effectively. Limited digital self-service options and the absence of advanced analytics further hindered the optimization of operations and revenue growth.

The fragmented customer service structure across multiple touchpoints made it challenging to deliver a seamless, efficient customer experience. The company needed a solution to streamline operations, reduce costs, and enhance customer satisfaction through improved contact center AI capabilities.

Solution

To address these challenges, the telecom implemented a unified IVR system integrated with advanced orchestration tools, creating a seamless management structure across all customer touchpoints. The system was upgraded with AI-powered customer service features, enabling smarter, more personalized interactions. Its scalable design allowed the telecom to manage high call volumes efficiently, even during peak periods.

The integration of advanced analytics provided actionable insights that allowed the company to optimize operations, improve service delivery, and drive revenue growth. By leveraging AI to handle routine inquiries and tasks, human agents were freed up to focus on more complex customer issues, improving both operational efficiency and customer satisfaction.

Impact

• 85% of calls handled by AI

• 65% IT cost savings

• 70% faster FCR (first call resolution)

• 3x scalability during peak hours

• 100% visibility into customer interactions

By implementing AI and a unified IVR system, the telecom greatly enhanced its operational efficiency and provided a more seamless, personalized customer experience. The company achieved significant cost savings, improved customer satisfaction, and optimized contact center operations. This transformation helped the telecom not only improve service delivery but also position itself for long-term growth and success in an increasingly digital and AI-powered world, where customer data reigns supreme with AI-powered analytics.