Handle billing disputes, plan inquiries, outage support, device troubleshooting, and churn-risk retention conversations at scale — integrated with your BSS, OSS, and CRM.
Telecom carriers average 8–12 minutes AHT on calls that follow identical patterns across millions of interactions monthly
Telecommunications operators deploying AI voice agents across billing and support functions report first-contact resolution improvements of 25–40% alongside 60–75% reductions in cost-per-resolved-contact
Telecommunications companies operate some of the world's largest call centers — and face a structural problem that only compounds at scale. The vast majority of inbound call volume is predictable: billing questions, plan comparisons, network outage status, device troubleshooting, and contract renewal inquiries. These calls follow patterns that experienced agents have answered thousands of times. Yet they flow into the same queues as genuinely complex interactions — provisioning disputes, regulatory complaints, B2B account management — producing wait times, high agent burnout, and spiraling cost-per-contact figures. At the same time, outbound retention is chronically under-resourced. Churn prediction models surface thousands of at-risk customers daily; retention teams call a fraction of them. The economic case for voice AI in telecom is overwhelming: reduce cost on the 70% of calls that are predictable while simultaneously scaling outbound retention capacity without adding headcount. Vociply integrates directly with your BSS and OSS to give AI agents access to account data, usage records, outage notifications, and plan inventory in real time — enabling end-to-end resolution without a human agent on the vast majority of contacts.
$8–14
Cost per human-handled call
Fully-loaded contact center cost for tier-1 telecom support interactions
70%+
Predictable call volume
Billing, plan info, outage status, basic troubleshooting — all automatable
40–60%
Annual churn prevention gap
At-risk customers flagged by churn models who are never contacted by retention
The most common call in any telecom contact center: "Why is my bill higher this month?" The AI agent authenticates the caller, retrieves their invoice, explains each charge in plain language, and resolves disputes within configured policy — issuing credits, correcting errors, or escalating genuine disputes to billing specialists. Average handle time: under 3 minutes.
Customers comparing plans, wanting to upgrade data, or downgrading during financial pressure — handled end-to-end. The agent queries your plan catalog, explains options in natural language, confirms the selection, and executes the change in your BSS. No agent involvement for straightforward changes.
During network events, inbound call volume spikes dramatically. Vociply's AI handles the surge: authenticates callers, checks real-time outage data from your NOC, provides accurate status and estimated resolution times, and logs contacts for proactive follow-up once the network restores. No hold queues, no agent saturation.
First-call resolution for device setup, SIM activation, APN configuration, voicemail setup, and common connectivity issues. The agent walks callers through guided troubleshooting steps drawn from your technical knowledge base, resolving the majority without escalation.
When your churn prediction model flags an at-risk customer, Vociply triggers an outbound retention call automatically. The agent identifies the churn signal — high usage on a low-tier plan, pending contract expiry, recent complaint — and presents a targeted retention offer. Accepted offers execute immediately.
AI-driven outbound campaigns reach expiring contract customers at scale — weeks before they start shopping competitors. Personalized renewal offers, loyalty discounts, and upgrade incentives are presented conversationally. Accepted deals are provisioned in your BSS without agent involvement.
Vociply connects to your billing system (Amdocs, Netcracker, Ericsson BSCS, or custom), OSS for network status, and CRM for account history. The AI agent has live access to the same data your human agents use — not a static FAQ. Plan changes, credit issuances, and account updates execute in real time within the call.
Your churn prediction model flags thousands of at-risk customers weekly. Human retention teams call hundreds. Vociply closes that gap — every flagged customer receives a personalized outbound retention call, eliminating the capacity bottleneck that lets preventable churn go unaddressed.
A tier-1 carrier handling 10 million contacts annually at $10 per interaction spends $100M on contact center operations. Automating 70% of that volume with Vociply changes the cost structure permanently — while simultaneously improving first-contact resolution rates that drive customer satisfaction scores.
Customer experience suite — billing, account management, and order orchestration
End-to-end BSS/OSS integration for plan management and service provisioning
Billing and customer care system for mobile and fixed operators
Case management, escalation routing, and agent desktop
Contact center platform integration for blended AI + human routing
Incident management, outage tracking, and escalation workflows
Vociply connects to BSS platforms including Amdocs, Netcracker, Ericsson BSCS, and custom billing APIs via REST or SOAP interfaces. The AI agent authenticates callers, queries live account and invoice data, and executes permitted transactions — credits, plan changes, payment processing — within your configured policy rules.
Yes. Vociply scales horizontally with no call volume ceiling. During a significant outage generating tens of thousands of simultaneous inbound contacts, the AI handles all of them at consistent quality — providing real-time status from your NOC feed, expected restoration times, and logging every contact for post-outage follow-up.
Your churn prediction model exports at-risk customer lists — via webhook, SFTP, or CRM sync. Vociply launches outbound calls to every flagged customer within a configurable window, presenting retention offers based on the churn signal type. Accepted offers are provisioned immediately. All outcomes sync to your CRM.
Vociply's authentication flows enforce CPNI-compliant identity verification before any account data is disclosed. Configurable verification methods include account number, billing address, or PIN. All CPNI access events are logged with timestamps and authentication method for regulatory audit.
Yes. Vociply supports separate agent configurations for consumer and business account queues. B2B flows include account manager routing, escalation paths to dedicated business support, and integration with your enterprise CRM for account history and contract details.
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