Wavenet’s Unified IVR Solution Cuts 30% OPEX for Colombia’s Largest Telco Operator
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’s comprehensive suite of products were tailored to deliver transformative and quantifiable optimisations;
• Omni-Channel Application Development and Orchestration Platform: This facilitated the development of versatile applications that may be applied across multiple channels, enabling the telco operator to engage customers seamlessly via multiple touchpoints.
• IVR Platform Deployment on Virtual Machines (VMs): The IVR platform was deployed using VMs. Additionally, Wavenet offered its expertise to provide a Kubernetes-enabled VAS platform for enhanced agility and scalability.
• Natural Language Processing (NLP) Advancements: 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 set to further enhance Net Promoter Score (NPS), CSAT, ART scores, etc.
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.
• Business and Operational Impact: 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.
• CX Impact: Notably, improved 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.
Headquartered in Singapore, with strategically located offices in Colombia, Kenya, Romania, Malaysia, Sri Lanka, and Australia, Wavenet has been a pioneering force, delivering industry-proven solutions in Unified Communications, Subscriber Solutions, API Monetisation Platforms, Generative AI Digital Agents, Kubernetes VAS and much more to global telecommunications brands for over two decades, with a special focus on emerging industries. Learn more at www.globalwavenet.com