Global telecom provider automates customer service across 11 countries with Engageware
Case Study — Telecommunications
How a multinational telecom provider automated customer service
Across 11 countries in just 15 weeks.
200M+ subscribers. 40+ channels. 100% of mapped workflows automated within 90 days. Here’s how it happened.
11
Countries deployed
in 15 weeks
100
%
Mapped workflows automated
in 90 days
$
1.5
M+
Web conversations
at launch
+
250
K
WhatsApp conversations and growing
Why this matters
When the branch walls became the bottleneck
For a credit union managing nearly $5 billion in assets across 11 branches and serving approximately 174,000 members, branch capacity is a hard constraint. When members needed complex financial services — loans, new deposit accounts, certificate reviews — they traditionally had one option: come in.
Walk-in volume placed constant pressure on branch staff. Member expectations were shifting toward remote access for high-value transactions. And retaining experienced staff required giving them the flexibility to serve members from anywhere. The credit union needed a way to extend service capacity beyond branch walls without adding proportional headcount.
What's inside
What you'll learn
- How to deploy AI-powered self-service across multiple countries simultaneously without sacrificing reliability
- The integration approach that unified 40+ customer engagement channels under a single platform
- How 90+ regional system integrations and 2,500+ localized content assets were delivered at deployment speed
- The results from the first-ever Engageware Customer Self-Service launch in Latin America
- What production-scale engagement looks like from day one — 90K conversations/month in a single market
43 days average from workflow mapping to first business outcome."
— Global Telco Case Study — Engageware
See how enterprise-scale AI deployment actually works
This case study covers the full deployment: 11 countries, 40+ channels, and 100% workflow automation — in under 90 days.
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Case Study
Global telecom provider automates customer service across 11 countries with Engageware
One of Latin America’s largest telecommunications providers needed to modernize customer service across 11 countries, dozens of digital channels, and hundreds of millions of subscribers. See how Engageware deployed AI-powered self-service across 11 markets in just 15 weeks.
See what’s inside:
- 11 countries deployed in 15 weeks with 100% of mapped customer workflows automated within 90 days
- 1.5M+ web conversations at launch and 250K+ WhatsApp conversations across 40+ customer engagement channels
- 90+ integrations deployed across regional systems with 2,500+ localized content assets configured