Telecom Customer Experience Solutions
Design telecom customer journeys that reduce waits, streamline SIM issuance, and lift satisfaction across telecom branches, kiosks, and self-service channels—at enterprise scale.
We’ve worked with some great companies
For Telecom Operators
Telecom CX and Self-Service
Telecom customer experience solutions align branch and kiosk operations around measurable KPIs—average wait time, queue length, and NPS—while standardizing workflows from arrival and check-in to service and feedback. A modular stack integrates virtual queue management, online appointment booking, digital signage, people/footfall counting, and customer feedback, with SIM dispensing and registration supported by eKYC/biometric verification. Analytics dashboards consolidate performance at store and network levels, and device middleware simplifies integrations with existing systems—helping operators scale consistent, compliant service across high-traffic retail footprints
Context and KPIs
High traffic volumes, complex SIM activation workflows, and variable footfall make wait times and customer satisfaction the most critical metrics for storefront operations.
Volatile Traffic
Peaks around activations, network migrations, and promotions drive long queues and drop-offs (e.g., retail spikes during major promotions). See Deloitte’s analysis of promotion-driven traffic surges: Deloitte Retail Outlook.
KYC and Compliance
KYC and biometric verification steps are essential but must remain fast, accurate, and auditable to meet compliance standards. See KPMG on biometric record-keeping and Deloitte on automation for compliance.
Fragmented Journeys
Disconnected ticketing, appointments, and feedback obscure root causes and slow continuous improvements. See McKinsey: Winning in telecom CX.
Enhanced Customer Experience
How it Fits Together
A modular, outcome-led stack for branch, kiosk, and HQ.
Self-Service SIM
Issue, activate, and renew SIMs with SIM dispensing kiosks supporting registration and biometric/KYC, integrated payments, and plan changes.
Queuing Flow
Orchestrate customer arrivals with enterprise virtual queuing, ticket dispensers, and lobby screens; connect pre-booked and walk-in flows into a unified service pipeline.
Appointments
Smooth demand and reduce no-shows with web and mobile scheduling, automated reminders, and capacity management rules aligned to store staffing.
What Operators Gain
Translate customer-flow control into faster service, higher NPS, and lower operating costs.
50%
25%
Increase in staff productivity
30%
higher customer satisfaction
Featured Capabilities
Telecom Self-service Kiosk
Customers can use a kiosk to get their sim, register with the service provider, and perform all the services available at the branch on their own.
Virtual Queuing
Customers join remotely and arrive just-in-time; staff triage by service type to balance workloads.
WhatsApp Engagement
Offer booking, ticketing, and status updates via WhatsApp to meet customers on familiar channels.
In-store communications
Centrally manage screens for ticket calls, promos, and service info across branches.
Customer Feedback System
Collect and analyze customer feedback in real time to improve service quality.
Analysis Dashboard
Unify AWT, queue length, service times, and feedback into Spectra-style dashboards for continuous improvement across stores and regions.
Integrations
Built to Integrate
Works with POS/CRM stacks, identity providers, and telco KYC standards.
Telecom Workflows
Standardize journeys across retail, from pre-arrival to post-service feedback.
SIM Issuance
Self-service dispensing plus registration/KYC; handoffs to staff only when needed (see HICSS biometric kiosk study).
Plan Changes
Appointments route to the right specialists; digital signage informs queue status.
Number Portability
Pre-check documentation; virtual queue manages dwell times during porting windows.
Device Upgrades
Triaged by service type; on-screen prompts reduce counter time.
Care and Billing
Offer conversational booking via WhatsApp Appointment and close the loop with structured surveys via Customer Feedback; footfall trends inform staffing via People Counting (SafeQ).
Results in Market
See how telecoms upgrade CX at scale.
20 Jan 2025
Bank of India
Reduced customer wait times by 30% using queue management and self-service kiosks.
19 Jan 2025
SBI (State Bank of India)
Streamlined branch traffic with digital signage and appointment scheduling.
18 Jan 2025
Emirates NBD
Improved customer journeys using virtual queuing and WhatsApp notifications.
Frequently asked questions
Everything you need to know about the product and billing.
Average wait time, queue length, service time, no-show rate, and NPS/CSAT. Together they indicate readiness for peaks, staffing balance, and customer sentiment across location
Appointments smooth demand; virtual queues absorb walk-ins and late arrivals. A single lobby view prioritizes by service type and SLA, keeping counters utilized without crowding (HBS queue research).
Kiosks support eKYC/biometric checks and audit trails; device middleware routes data to approved systems. Policies follow local SIM registration regulations (KPMG on biometrics).
CRM/POS, identity providers, messaging, and analytics. ViaOS connects devices; consolidated dashboards support store and network-level reporting (McKinsey control-tower model).
Pilots progress in phases—design, integration, soft launch, and scale-out. Timing depends on sites, data flows, and any KYC approvals (McKinsey on phased execution).
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