Governed AI across agents and workflows
Proven examples for regulated industries
Customer engagement that scales sales and service
Fragmented systems slow telecom engagement across the customer lifecycle. Deliver consistent, reliable journeys that improve conversions, reduce service costs, and strengthen operations with compliance built in.
The largest omnichannel deployment of agentic AI in Telecom in the whole world
The telecom experience gap
Massive volume meets rising expectations
Demand at scale
- Millions of interactions across service, sales, and network operations
- High-volume activations, upgrades, and plan changes
- Complex billing: bundles, promotions, disputes
- Always-on, omnichannel expectations
System gaps
- Disconnected tools across digital, contact center, retail, field service
- Broken handoffs between self-service, agents, and back office
- Automation can’t adapt to changing offers, pricing, policies
- Journeys stall without connected eligibility, provisioning, account data
Built for today’s telecom
- Omnichannel orchestration across CRM, BSS, OSS, contact centers
- Multilingual self-service at volume with seamless escalation
- Agile offer, policy, knowledge updates without breaking workflows
- Governance layer: auditability, role controls, compliant responses
Engageware's unified approach
Built for accuracy, consistency, and operational clarity
Engageware unifies AI agents, knowledge, and scheduling in one governed platform for consistent, efficient telecom operations at scale.
Use cases
Billing & usage support
Resolve balance inquiries, usage details, overage questions, and bill disputes digitally with accurate, policy-aware answers that deflect calls and reduce average handle time.
Plans, upgrades & add-ons
Guide customers through plan changes, data add-ons, device upgrades, and eligibility checks while enforcing offer rules and regional availability.
Device & network troubleshooting: Support device setup, compatibility checks, SIM activation, and common network issues with step-by-step guidance and seamless escalation to agents when needed.
Retail store appointments
Route customers to the right store and associate for upgrades, new lines, or support using real-time availability to increase show rates and in-store conversion.
Field service & installations
Schedule, reschedule, and confirm technician visits for installs and repairs while reducing missed appointments and improving field capacity utilization.
Sales qualification & lead capture
Qualify prospects, capture intent, and route high-value opportunities to digital sales or specialists without forcing customers into long call queues.
Agent assist & knowledge access
Give agents instant access to approved plans, policies, and procedures during live interactions to reduce escalations and ensure consistent, compliant answers.
Regulated communications & compliance
Automate customer interactions using approved language, audit-ready workflows, and human-in-the-loop controls to meet telecom regulatory and governance requirements.
Telecom outcomes delivered
Stronger experiences across every telecom channel
AI customer agents
Automate high-volume inquiries across web, mobile, messaging, and voice. Resolve billing, plan changes, activations, upgrades, and outages. Escalate to live agents with full context to reduce costs and improve conversion.
Knowledge management
Centralize plans, promos, device compatibility, troubleshooting, and regulated content in one governed source. Customers and agents get consistent answers, faster resolutions, and fewer escalations across every channel.
Appointment management
Match customers with the right store, specialist, or technician using real-time availability to reduce no-shows and improve conversion across retail and field operations.
Built for integrations
Works within your telecom architecture
Engageware integrates with BSS, OSS, CRM, contact center, and field service systems to orchestrate secure, bidirectional journeys that improve customer experience and operational efficiency.
GOVERNANCE BUILT IN
Security without compromise
Information is protected through:
- Encryption in transit and at rest
- Role-based access controls and least-privilege permissions
- Full interaction logging for auditability
Operational oversight includes:
- Workflow reviews for policies and customer guidance
- Processes aligned with regulations and compliance obligations
- Governance ensuring consistent, accurate responses
Data handling standards:
- Sensitive information safeguarded end-to-end
- Customer data is not used to train external models
- Certified compliant with SOC 2 Type II, ISO 27001, GDPR, and LGPD standards
FAQs
Questions we get all the time
How does Engageware handle multilingual support for global telecom operations?
The platform supports multiple languages natively across all channels. Your content, workflows and AI responses work in the languages your customers speak. Updates to offers, policies or troubleshooting steps roll out across all languages at once.
Can Engageware integrate with our existing BSS and OSS systems?
Yes. The platform connects with billing systems, provisioning tools, CRM platforms and contact center infrastructure through secure APIs. You get bidirectional data flow for eligibility checks, plan changes and account updates without replacing your core systems.
What happens when an AI agent can't resolve a customer issue?
Customers escalate to live agents with full conversation context. Your specialists see the entire interaction history, what the customer tried and where they got stuck. No repeating information. No starting over.
How do you ensure compliance with telecom regulations?
Governance controls are built into the platform. Every customer-facing response uses approved language. Interactions are logged for audit trails. Role-based permissions control who can update workflows or customer guidance. You maintain oversight while automation handles volume.
How long does implementation take for a telecom provider?
AI activates in 24 hours after integration. The platform learns from your last 7 days of conversations and starts suggesting responses immediately. Full deployment typically takes 2-3 weeks depending on integrations.
Does Engageware work for both mobile and fixed-line providers?
Yes. The platform serves MNOs, MVNOs, cable providers and ISPs. Whether you’re handling wireless activations, broadband installations or bundled service inquiries, the same platform orchestrates engagement across your entire operation.
Can we update offers and pricing without breaking automated workflows?
You can modify plans, promotions, device compatibility and policies through the knowledge management system. Changes propagate across all channels immediately. AI agents adapt to new information without reconfiguring workflows or retraining models.
Is Engageware compliant with telecom regulations?
Absolutely. Engageware is SOC 2 Type II and ISO 27001 certified. All sessions include full audit trails, automatic recording for compliance and built-in regulatory guardrails for telecommunications.