Rising Customer Care Costs
Contact centres handle large volumes of repetitive interactions such as balance checks, plan changes and connectivity complaints, increasing operational cost.
Turn Every Subscriber Interaction into a Loyalty Moment
We bring together AI-driven care, intelligent self-service, network experience intelligence and roaming CEM to create more proactive, personalised and effortless subscriber experiences across every touchpoint.
Industry Challenges
Subscriber Expectations Are Outpacing Traditional Customer Care
Subscribers expect fast resolution, relevant service and consistent experiences wherever they connect. High care costs, limited subscriber context and fragmented visibility across network and roaming journeys make that increasingly difficult to deliver at scale.
Low First-Call Resolution
Limited visibility into network conditions and subscriber context leads to transfers, repeated information and repeat calls.
Reactive Customer Experience
Service issues are often identified only after subscribers complain, limiting the opportunity to intervene earlier.
One-Size-Fits-All Service
Premium subscribers, gamers and other high-value segments can receive the same network treatment despite different service expectations.
Fragmented Roaming Experience
Limited visibility into subscriber experience while roaming makes it harder to identify service degradation and address issues before they affect satisfaction.
Language & Accessibility Barriers
Supporting multiple languages through separate agent teams creates additional cost and operational complexity.
Solution Overview
Connect AI, Network Intelligence and Customer Experience
We bring customer interactions and actual service experience into a more connected operating model, helping operators resolve issues faster, anticipate subscriber needs and deliver more relevant experiences across home and roaming networks.
01
Automate Customer Interactions
Agentic AI handles routine subscriber interactions and resolutions while preserving context when human support is required.
02
Empower Subscriber Self-Service
Intelligent self-service gives subscribers greater ability to diagnose connectivity issues and resolve common service problems independently.
03
Adapt the Network Experience
Subscriber, application and network context enable service treatment to respond more dynamically to different customer and application needs.
04
Improve the Roaming Experience
Roaming experience intelligence extends CX visibility beyond the home network, helping operators identify service issues and respond earlier across the roaming journey.
Solution Capabilities
Connect Care, Self-Service and Network Experience
Our capabilities span customer engagement, subscriber self-service, experience-aware policy control and roaming experience management, creating the operational foundation for more intelligent and proactive customer experience.
Agentrix Voice - AI Call Centre
Agentic voice AI handles inbound interactions end to end, understanding intent across 14+ languages, working across BSS/OSS systems and executing actions such as balance top-ups, plan changes and complaint logging. Complex interactions can be escalated with the relevant subscriber context intact.
Intelligent Mobile Engine
IME gives subscribers an operator-branded self-service environment to check network quality, run speed tests, optimise settings and resolve common connectivity issues independently.
Intelligent Experience & Policy Control
PCRF and DPI-powered intelligence connect subscriber context with network conditions to dynamically adapt QoS and service policies based on customer and application needs.
Roaming Customer Experience Management
Roaming CEM extends experience visibility across roaming journeys, helping operators understand service quality, identify experience degradation and act on issues affecting subscribers while they are away from the home network.
Proactive CX Intelligence
AI models identify deteriorating service experience and emerging subscriber risks, enabling interventions such as network optimisation, proactive care outreach or compensatory offers before issues escalate.
Subscriber & Revenue Intelligence
Interaction, usage and experience data provide insight into subscriber sentiment, NPS and churn risk while helping identify relevant upsell and cross-sell opportunities during natural customer interactions.
Business Impact
Turn Better Experiences into Measurable Customer and Commercial Value
40% Reduction in Care Costs
Agentrix Voice can resolve 60–80% of inbound calls without human intervention, reducing the cost of handling routine subscriber interactions.
20+ Point NPS Improvement
More responsive care, personalised service and earlier intervention help improve subscriber satisfaction and strengthen the overall customer experience.
3–5x Higher Upsell Conversion
AI-driven revenue assistance identifies relevant opportunities during subscriber interactions, improving conversion compared with static campaigns.
50% Reduction in Repeat Calls
Preserving subscriber context across interactions reduces repeated explanations, transfers and the need for subscribers to call back about the same issue.
Multilingual Scale Without Proportional Headcount
Agentrix Voice supports 14+ Indian languages plus Arabic, enabling operators to serve multilingual markets without proportionally expanding language-specific agent teams.
More Consistent Experience Across Home and Roaming Networks
Network and roaming experience intelligence provide broader visibility into service quality, helping operators identify and address experience issues across more of the subscriber journey.
Use Cases
Intelligent CX Across the Subscriber Journey
AI Contact Centre Deployment
A mobile operator with 30M subscribers deployed Agentrix Voice as the first line of customer interaction. Within 90…
A mobile operator with 30M subscribers deployed Agentrix Voice as the first line of customer interaction. Within 90 days, AI fully resolved 65% of inbound calls, while handle time for escalated calls fell by 40% as agents received full context and suggested resolutions. Annual care cost savings exceeded $8M.
VIP Subscriber Experience Tier
An operator introduced a premium experience tier combining DPI-driven policy control with proactive CX. VIP subscribers received prioritised…
An operator introduced a premium experience tier combining DPI-driven policy control with proactive CX. VIP subscribers received prioritised QoS for video and gaming, proactive outage notifications and dedicated AI-assisted support. Premium-plan uptake increased by 25%, with NPS 12 points higher than for standard subscribers.
Subscriber Self-Service with IME
An operator deployed IME as its branded subscriber application across 5M+ devices, enabling customers to diagnose connectivity issues,…
An operator deployed IME as its branded subscriber application across 5M+ devices, enabling customers to diagnose connectivity issues, check network quality and optimise device settings independently. Connectivity-related care calls fell by 35%.
Multilingual AI Care
An operator serving 8 languages across multiple regions deployed Agentrix Voice to support customer interactions in Hindi, Arabic,…
An operator serving 8 languages across multiple regions deployed Agentrix Voice to support customer interactions in Hindi, Arabic, English and five regional languages. This reduced dependence on separate language-specific agent teams and lowered per-call costs by 70%.