In a strategic partnership with Colombia’s largest telco operator, serving 36 million subscribers, Wavenet introduced a suite of proven platforms to enhance the operator’s telecommunications infrastructure, particularly in IVR migration. This collaboration resulted in the consolidation of IVR solutions, improved customer experiences, self-service capabilities, and a significant 30% reduction in OPEX costs in call centre operations. The telco chose Wavenet due to its deep industry expertise, low-code AI advancements, and agile project delivery expertise, simplifying service flow evolution and enabling seamless system integrations.
Wavenet’s Solution for Colombia’s Largest Telco Operator
Wavenet partnered with Colombia’s largest telecommunications operator to provide a comprehensive suite of solutions tailored to bring about transformative and quantifiable optimizations for the company. Wavenet’s first offering was an Omni-Channel Application Development and Orchestration Platform, which facilitated the development of versatile applications that may be applied across multiple channels, enabling the telco operator to engage customers seamlessly via multiple touchpoints.
To further enhance the telecommunication operator’s services, Wavenet deployed an Interactive Voice Response (IVR) platform on virtual machines (VMs). Additionally, Wavenet offered its expertise to provide a Kubernetes-enabled VAS platform for enhanced agility and scalability.
One of the standout features of Wavenet’s solution was the integration of Natural Language Processing (NLP) advancements. This seamless NLP integration has enhanced customer engagement in the call centre, featuring industry-leading AI capabilities through plug-and-play low-code integrations, focusing on elevating Customer Experience (CX). An ongoing Proof of Concept (PoC) with Generative AI is also set to further enhance Net Promoter Score (NPS), CSAT, ART scores, etc.
Wavenet’s commitment to innovation was further demonstrated through an ongoing Proof of Concept (PoC) that involved Generative AI. This PoC aimed to further improve key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) ratings, Average Response Time (ART) scores, and more. By continuously pushing the boundaries of AI technology, Wavenet strived to ensure that the telecommunication operator remained at the forefront of customer service and satisfaction in the highly competitive industry.
Impact on Colombia’s Largest Telco Operator
The core benefits of Wavenet’s approach were incremental, solidifying its standing as a leading-edge transformative partner in the telecommunications industry. Under the category – Business and Operational Impact, the Preliminary data suggest a 30% reduction in OPEX costs and a significant decrease in the need for complex integrations, simplifying platform management and resource requirements. And under the CX Impact category there has been a notable improvement in NPS and accelerated GTM.
Wavenet’s approach to future-proofing telco operations and providing agility without dependencies further strengthens the partnership with the largest telecom operator in Colombia. Additionally, Wavenet’s competitive business model, with value-added pricing, has made this transition cost-effective for the telco operator.