Contact Center Enterprise
Verified outcomeOne voice platform across 4,000 agents, at 60% lower cost to serve
A four-thousand-agent voice estate cut cost-to-serve by about sixty percent and lifted NPS fifteen points on one platform.
At a glance
- Industry
- Contact Centers
- Accelerator
- Vakyam
- Scenario
- High-Volume Customer Billing & Support Automation in Telecommunications
- Basis
- Delivered engagement
- reduction in cost-to-serve
- 0%reduction in cost-to-serve
- NPS lift
- 0-ptNPS lift
- agents supported
- 0agents supported
These figures are from a delivered engagement. They are labelled verified so they are not confused with the representative scenarios in the library below.
The situation
Dialers, CRM, and the warehouse ran in silos, so thousands of agents had no real-time voice intelligence layer.
What we did
Deployed the Vakyam voice accelerator: dialer integration, live CRM/lake sync, agent assist, and 100% QA.
Run on Vakyam.
What changed
- 01
Every call entered one intelligence layer instead of three disconnected systems.
- 02
Agents received live guidance; QA covered the full estate rather than a sample.
- 03
Structured voice insight reached CRM and the lake while the conversation was still useful.
How it works
The engagement ran on Vakyam, which works in four stages.
- 01
Connect the voice stack
Integrate dialers and CCaaS platforms so every inbound and outbound call enters the mesh live.
- 02
Understand in the moment
Transcription, intent, and sentiment run in real time with speaker separation and PII redaction.
- 03
Assist and escalate
Agents get next-best-action; at-risk conversations route before they churn.
- 04
Sync CRM and the lake
Structured insight writes back to CRM, warehouse, and lakehouse systems as the call unfolds.
Technology and capabilities
Explore further
Accelerator
Vakyam
Enterprise voice: dialers, CRM, and the lake, one platform.
Related scenario
High-Volume Customer Billing & Support Automation in Telecommunications
A tier-1 telecommunications operator handles over 500,000 monthly inbound calls regarding bill explanations, data top-ups, plan upgrades, and roaming activations.
Ask us next
Where do dialer, CRM, and warehouse handoffs still force agents to work without live context?
More verified outcomes
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- campaign throughput
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