SUCCESS STORIES / Cloud

Redefining Contact Center Efficiency with AWS-Powered Proactive Outage Management

Powered by AWS Serverless technologies, Prodapt’s solution reduces call handling time by 40% during outages and enhances customer satisfaction standards.

Background

Telecom networks are the backbone of the digital world. Along with their prime position of empowering the world to connect, shop, learn, and play online comes the daunting responsibility of ensuring disruption-free Connectivity. Disruptions, even minimal ones, can have deep operational and financial consequences. Gartner estimates the average cost of network downtime across all industries is $9,000 per minute.

Contact centers bear the brunt of service disruptions, leading to surges in customer queries that strain resources and degrade customer satisfaction.

To address these pressures and maintain a competitive edge in the face of higher digital expectations, the rise of self-service models & real-time automation, communications service providers (CSPs) are rapidly turning to proactive outage management systems. McKinsey highlights a shift to AI-driven customer service, key for meeting growing digital demands and self-service trends and managing over 95% of interactions digitally. These solutions mitigate immediate operational challenges and enable CSPs to adjust to the dynamic needs of a technology-driven market, countering competitive pressures from Over-The-Top (OTT) players and digital native peers delivering superior AI-driven experiences.

menu-img

41%reduction in call handling time 

30% more queries handled during outages 

Better Customer Retention Rate...

Client Situation

Our client, a prominent telecom operator in Latin America and the Caribbean, operates a vast network – along with partners, spanning over 20 countries and 50,000 kilometers of subsea and terrestrial Fiber optic cables, connecting approximately 40 regional markets. The company is a critical regional communications lifeline known for its reliability and commitment to innovation.

Despite strong market presence, the operator regularly encountered network issues that led to increased call volumes, strained contact centers, escalated costs, and lowered customer satisfaction.

Recognizing the need for a proactive communication strategy, the client sought to reduce call volumes, improve operational efficiency, and enhance the customer experience. Partnering with Prodapt, they wanted to leverage our expertise in designing scalable, automated contact center solutions tailored to their unique needs. This collaboration aimed to resolve immediate issues and future-proof their operations in a rapidly evolving industry.

Prodapt’s proactive outage management supercharged contact center efficiency and customer experience, setting a new benchmark in telecom service excellence.

Diagnosis

Prodapt’s discovery process revealed an overload on contact centers during network issues, with call wait times reaching 90 seconds—far exceeding the industry standard of answering 80% of calls within 20 seconds. These inefficiencies stemmed from an outdated Outage Ticketing System (OTS), which lacked scalability and integration with modern monitoring tools.

The reliance on manual processes and a reactive communication approach delayed responses and exacerbated operational bottlenecks. Drawing from its extensive expertise in modernizing outage management systems, our experts quickly identified these systemic issues and their root causes. The absence of an automated notification system left customers to discover disruptions independently or by contacting support, further straining resources and damaging the client’s reputation for reliability.

Solving It

Prodapt implemented a Service Outage Detection Engine using AWS technologies to deliver a scalable, automated solution tailored to the client’s operational needs. AWS Lambda served as the system's backbone, providing a serverless, event-driven solution that scaled automatically to handle the dynamic demands of 40 regional markets. By automating tasks such as anomaly detection, service restarts, and notifications, Lambda eliminated manual interventions, reduced response time, and enhanced reliability across the expansive network.

Amazon ElastiCache enabled rapid node and customer data access to address the OTS's scalability limitations, ensuring real-time data availability. Amazon CloudWatch continuously monitored system performance to detect anomalies early and maintain stable operations. Together, these components streamlined operations, reduced bottlenecks, and minimized the strain caused by reactive communication.

Central to this solution was the Proactive Notification Engine, powered by AWS Lambda, which continuously monitored outages across all fixed lines of business (LOB). Integrated with existing IVR and BOT interfaces, the engine ascertains affected nodes using data-matching logic and triggers real-time WhatsApp notifications on outages and expected restoration time. This proactive approach alleviates pressure on contact centers by reducing call volumes and enhancing service excellence.

In addition, we implemented a standalone ticket monitoring system that analyzes large data streams to provide timely updates. This system ensured continuous communication by regularly reviewing ticket statuses and delivering updates throughout the resolution process. This system decreased call volumes by reducing uncertainty and the frequency of status-related inquiries.

The Proactive Notification Engine reduced call handling time by 41% by automating outage detection and sending real-time notifications. Integrating the notification engine with existing IVR technologies for automated voice-based customer interactions, utilizing BOT systems and Amazon ElastiCache for rapid data access, achieved a 30% increase in query-handling capacity. This combination enabled agents to handle more queries efficiently.

The standalone ticket monitoring system delivered real-time updates throughout the issue resolution, enhancing transparency and reducing the need for follow-up inquiries. This pre-emptive communication strategy improved customer satisfaction, increased retention rates, and strengthened the client’s position as a reliable service provider.

RELATED SUCCESS STORIES

See all success stories

Cloud

Fast-tracking data migration to Google Cloud with GenAI-led DataStreak.AI 

Cloud

Elevating user experience for high-traffic, real-time sports betting.
Let’s connect

How can we help?

We'd love to hear from you.

Talk to a consultant