Case study | Telecom
Transforming Customer Conversations into Actionable Business Intelligence
01
Modern sales and customer support teams generate thousands of conversations every day, yet most organizations struggle to extract meaningful insights from those interactions. Manual call reviews are slow, coaching opportunities are missed, and managers lack real-time visibility into team performance. Suraket partnered to build Siclytics, an enterprise-grade AI-powered VoIP analytics and quality assurance platform that automates call intelligence, real-time coaching, and performance analytics.
Reduced manual call reviews by
80%
Improved agent productivity by
45%
Increased first-call resolution by
35%
02
The client relied on manual call monitoring and disconnected reporting tools, making it difficult to evaluate agent performance, identify coaching opportunities, and maintain consistent service quality across distributed teams. Managers lacked real-time visibility into customer interactions, while supervisors spent countless hours reviewing recordings instead of coaching agents.
03
Suraket engineered Siclytics, an AI-powered VoIP analytics platform designed to provide complete visibility into every customer interaction. The platform combines AI speech analytics, real-time transcription, call recording, AI-generated summaries, sentiment analysis, and advanced quality assurance dashboards. Managers can monitor live calls, use Monitor–Whisper–Barge to coach agents in real time, review AI-generated performance scorecards, and identify customer trends without listening to every conversation. Built on a scalable cloud-native architecture, the platform integrates with VoIP providers, CRM systems, and business applications.
Customer
Enterprise Contact Centers & Telecom Providers
Industry
Telecom
Services delivered
Artificial Intelligence & Speech Analytics
UI/UX Design
Android & iOS App Development
Web Application Development
Backend & API Development
VoIP & Telephony Integrations
Cloud Infrastructure & DevOps
Business Intelligence & Analytics
QA Testing & Performance Optimization
Maintenance & Ongoing Support
Built with
OpenAI GPT-4 · React · Node.js · PostgreSQL · AWS
04
80%
reduction in manual call review time
45%
increase in agent productivity
35%
improvement in first-call resolution
50%
increase in supervisor efficiency through real-time coaching
90%
faster access to conversation insights with AI-generated summaries
40%
improvement in quality assurance accuracy
99.9%
platform availability
✓
Millions of customer conversations analyzed at enterprise scale
05
Artificial Intelligence & Speech Analytics
UI/UX Design
Android & iOS App Development
Web Application Development
Backend & API Development
VoIP & Telephony Integrations
Cloud Infrastructure & DevOps
Business Intelligence & Analytics
QA Testing & Performance Optimization
Maintenance & Ongoing Support
06
OpenAI GPT-4WhisperSpeech-to-TextSentiment AnalysisNLPAI Call Summarization
ReactNext.jsFlutterTypeScript
Node.jsNestJSPythonREST APIsWebSockets
PostgreSQLRedisElasticsearch
AWSDockerKubernetesGitHub Actions
TwilioSIPVoIP APIsWebRTCRingCentralMonday CRMSlackGmail
JWTRBACEnd-to-End EncryptionAudit Logging
Customer
Helping sales and support organizations improve customer experience through AI-powered call intelligence and real-time coaching.
A growing operator had a working network and a slow activation journey. New prepaid customers bounced between a dealer app, a web form, and a back-office queue. Marketing could acquire demand. Operations could not finish activation on the same day with any consistency.
Installation and repair teams were running on WhatsApp groups, paper job sheets, and an ageing ticketing tool. Dispatch thought a job was closed. The customer thought nobody had come. Inventory on the van did not match inventory in the system.
Customers called for things the company already knew: remaining quota, last invoice, SIM swap status, and whether a plan change had gone through. The website explained products. It did not let a logged-in customer finish the task.
Tell us what is stuck. A senior person replies, and we will say plainly whether we are the right team.
We design and develop custom software, websites and Al solutions to help your business grow.
Custom
Software
Web &
E-Commerce
AI Integration
& Automation
Ongoing
Support
