All case studiesContact Centre
Enterprise Voice AI Contact Centre
Telecom OperatorEurope2025Voice AI · CCaaS · QA
Voice-first AI contact centre with agent assist, secure voice payments and 100% AI QA across all calls.
ROI
62% deflection
Scale
4,200 seats, 9 languages
Stack
Voice AI · CCaaS · QA
Key outcomes
- 62% L1 call deflection
- −28% average handle time
- Full PCI-DSS in-call payments
Technology stack
Voice botsAgent assistSpeech analyticsPCI secure DTMF
Programme structure
Phased delivery, single accountability
- 01
Discovery
Weeks 1–4Stakeholder workshops, current-state audit and success metrics.
- 02
Design
Weeks 5–12Reference architecture, LLD, BOQ and integration contracts.
- 03
Build
Months 3–9Hardware installation, software configuration and progressive FAT/SAT.
- 04
Cutover
Final weeksEnd-to-end testing, operator training and hyper-care.
- 05
Operate
Ongoing24/7 NOC/SOC, AMC and continuous improvement.
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