How TelecomPlus Cut Call Center Volume by 45% with an Intelligent Self-Service Platform

TelecomPlus was drowning in customer service calls. With over 3 million subscribers generating hundreds of thousands of monthly support requests, their call centers operated at maximum capacity. Average wait times exceeded 8 minutes, customer satisfaction scores were declining, and operational costs were spiraling upward. The existing web portal was a monolithic legacy system built over a decade, offering limited functionality and poor mobile experience. Customers struggled to complete basic tasks like checking data usage, managing subscriptions, or troubleshooting connection issues without agent assistance. The company needed a transformative digital solution that could handle massive concurrent traffic, integrate with complex backend systems including billing, provisioning, and CRM, while delivering an intuitive experience that genuinely empowered customers to help themselves. The technical challenge was substantial: modernize without disrupting existing operations, ensure sub-second response times, and create a platform flexible enough to evolve with rapidly changing telecommunications services.