Vertex Telecom
A customer operations system that reduced churn and scaled support without scaling agents.
A regional telecom with 50K subscribers. Support calls dominated by repetitive issues — billing, outages, plan changes. Hold times averaged 18 minutes. Churn was at 4% monthly. Scaling support meant hiring agents.
Built an AI-powered support system with automated billing resolution, outage detection, self-service plan management, and a customer portal that deflected 70% of inbound calls.
Call volume dropped 70%, hold times fell to under 2 minutes, monthly churn dropped to 1.2%, and the telecom scaled to 80K subscribers without adding agents.
We built an AI-powered support system that resolved billing disputes automatically by connecting to the billing engine. Outage detection correlated network signals and proactively notified affected customers. A self-service customer portal handled plan changes, upgrades, and troubleshooting. AI chat handled tier-1 issues, and escalations routed to agents with full context attached.
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