AI-Powered Omnichannel Care for Mobile Virtual Network Operators, Boosting CX, Agent Speed, and Cost Efficiency Across Every Channel

THE CLIENT

A telecom mobile virtual network operators, required a scalable, omnichannel contact center to support growing customer interactions across voice, chat, SMS, WhatsApp, and email

Challenges

Manual contact management could not keep pace with rising interaction volumes across new mobile virtual network operators brands.
High volumes of common customer queries, such as FAQs and data plan management, were overloading agents and affecting response times
Lack of context retention meant customers had to repeat information during every interaction, with limited use of past conversation history.
Onboarding new brands and clients was slow, taking days to weeks.
Agents lacked quick access to the right policy, customer history, and operational information, making lookup slow, error-prone, and detrimental to customer experience.

Mphasis Solution

Mphasis helped transform customer support from a manual, high-volume operation into an AI-enabled, omnichannel experience. The solution was designed to give customers seamless continuity across channels, equip agents with instant context, and provide supervisors with one view across multiple mobile virtual network operators brands. Key components included:

Implemented an omnichannel AI-enabled contact center on Amazon Connect, supporting voice, chat, SMS, WhatsApp, and email in English and Spanish.
Integrated smart AI-agent capabilities through Amazon Q to help agents access policy documents, customer guides, and interaction history in real time.
Enabled AI Assist features to help agents respond faster and more accurately, improving service quality and reducing resolution effort.
Deployed human-tone self-service AI using Nova Sonic 2 models to handle common customer queries and reduce Level 1 support load.
Enabled summarized call notes and contextual handoffs to support continuity across customer interactions.

Business Outcomes

Improved agent efficiency significantly by reducing after-call work activities via automated self-services. Smart summaries of call were generated and saved for future.

Reduced operational costs by reducing call times and after-call work.

Better management and monitoring. Supervisor monitors multiple mobile virtual network operators brands from one instance. Smart barge-in mechanisms implemented so supervisors could assist agents live.

24/7 self-service bilingual support - English and Spanish, across all channels

Faster call handling times with automated verification and summarized agent handoff

Improved Customer Experience reflected by improved CSAT, NPS scores and lower FCR times