AI-Powered VoIP Analytics & Call Intelligence Platform (Siclytics)
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Case study | Telecom
A self-service account space that reduced avoidable contact-center load
Digital service provider with a telecom footprint
01
Overview
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.
02
Challenge
A full new CRM was out of scope. The company needed an account product that read from, and wrote carefully into, the systems of record — with permissions that would not let a customer break billing.
03
Solution
Suraket built a signed-in account area around four tasks: usage, invoices, plan-change request, and support ticket with history. Each write-back path was named in the acceptance matrix. Anything unsafe to automate stayed as a tracked request with a human step.
Customer
Digital service provider with a telecom footprint
Industry
Telecom
Services delivered
Product Engineering
04
The result
The contact center kept complex cases and lost a share of “just checking” calls. Customers could see status without waiting on hold. The company had a product it could add payments or eSIM flows to later, instead of a brochure site with a login button that went nowhere.
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