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Telecom Operator Case Study10 Million+ Subscribers
Scaling Omnichannel CX Across 10M Subscribers with KonnectEzy
How a leading national mobile network operator unified voice, WhatsApp, live chat, and email into one unified agent queue, reducing Average Handling Time (AHT) by 60%.
60%AHT Reduction
10M+Active Subscribers
100%Unified Queue Inbox
99.99%Platform Uptime
1. Background & Operational Challenge
Managing subscriber support across prepaid, postpaid, and broadband services required coordinating over 800 call center agents. Prior to KonnectEzy, agents toggled between 6 separate web applications to view subscriber accounts, usage history, and open complaints.
2. The KonnectEzy Solution
Cognicx implemented KonnectEzy Omnichannel CX Platform, integrating CRM, billing systems, and WhatsApp Business API into a single screen workspace.
- 360-Degree Subscriber View: Agents see active plans, data usage, and recent chat history automatically when a call arrives.
- Automated SIM & Plan Workflows: Routine plan upgrades and SIM re-activations are handled via automated bot flows.
"KonnectEzy gave our agents super-powers. Our Average Handling Time dropped from 8 minutes down to 3 minutes, and subscriber NPS reached an all-time high."— Chief Operating Officer, Telecom Operator