Challenge
A leading Communications Service Provider (CSP) faced significant challenges with the limitations of its legacy Interactive Voice Response (IVR) – an outdated system designed for static call routing and basic DTMT – based interactions. With a daily traffic load exceeding 40,000 calls, the IVR could no longer meet modern service expectations or scale efficiently during high-volume periods resulting in the CSP to face:
- Fragmented customer journey’s – The IVR operated in isolation from other customer engagement platforms, such as CRM systems and digital touchpoints, resulting in disjointed experiences and reduced Net Promoter Scores (NPS).
- Inefficient call handling – The system lacked dynamic call routing, leading to long queue times, high average handling time (AHT), and escalation to live agents that could have been resolved autonomously.
- Limited automation and self-care capabilities – Customers had minimal self-service options beyond basic menu trees, increasing call volumes for simple queries and driving up operational overheads.
- Lack of real-time visibility – Without integration analytics or AI-based insights, the CSP lacked real-time visibility into customer behavior – hindering efforts to improve first call resolution (FCR), reduce churn, and optimize CX.
As customer expectations moved towards real-time, digital-first engagement, the CSP set out to modernize its voice infrastructure – transforming the contact center into a value engine powered by AI, automation, and scalable analytics.
Solution
To address these challenges, Wavenet implemented a unified IVR system integrated with advanced orchestration tools, creating a seamless management structure across all customer touchpoints with key features such as:
- AI-powered customer service – Incorporation of AI-driven features enabled smarter, more personalized interactions, allowing the system to handle routine inquiries efficiently.
- Scalable design – A solution that can manage high call volumes effectively, even during peak periods, ensuring consistent service quality.
- Real-time analytics – Built-in insights assisting in streamlining operations, enhance service delivery, and uncover new revenue opportunities.
- Intelligent routing and deflection – AI-driven call routing and self-service deflected routine queries, letting agents focus on complex cases and resolve them faster.
Impact
What changed after going AI-first?
- 85% of Calls, Handled by AI
No agents, no wait - routine queries resolved instantly.
- 65% Drop in IT Costs
Legacy systems out, streamlined operations in.
- 70% Faster Resolutions
Smarter routing. First-call fixes. Happier customers.
- 3x Scalability During Peak Hours
No slowdowns, even at full throttle.
- 100% Interaction Visibility
Every call, mapped and measured in real time.
