About the Organisation
The organisation is Malaysia’s largest telecommunications company, serving a broad customer base across a wide range of telecommunications services.
Its customer service operation supports interactions across voice, live chat, Facebook Messenger, email, etc., requiring a connected environment to manage conversations across multiple customer touchpoints.
With 53,800+ customer interactions handled every day, the organisation operates at a scale where consistent service delivery, interaction visibility and quality monitoring are essential to day-to-day customer service operations.
The Challenge: Managing Customer Service at Large Scale
As Malaysia’s largest telecommunications company, the organization manages a substantial volume of customer interactions across multiple communication channels.
Every day, the operation records:
- 37,000+ calls
- 13,000+ live chats
- 800+ Facebook DMs
- 3,000+ emails
That adds up to 53,800+ customer interactions per day.
With conversations taking place across voice and digital channels, maintaining consistent service quality and agent performance becomes increasingly demanding. The organization needed to manage this interaction volume while maintaining a clear view of service operations and performance.
The challenge:
Managing high volumes of customer interactions across multiple channels while maintaining consistent service quality and agent performance.
The Solution: One CX Platform for High-Volume Customer Engagement and Service Quality
To support the scale and complexity of the operation, our deployment brought together three core capabilities within Nubitel CX: Omnichannel Engagement, AI Conversation Analytics and Quality Management.
Omnichannel Engagement
Nubitel CX provides a unified environment for managing voice, live chat, social messaging and email interactions.
Through Nubitel Agent Workbench, interactions across supported channels can be managed within a centralized workspace, providing a more connected way to handle customer conversations and interaction queues.
For an operation handling 53,800+ interactions per day, this provides the foundation for managing customer engagement across multiple touchpoints at scale.
AI Conversation Analytics
Nubitel Conversation Analytics adds intelligence to customer interaction data, helping the organization understand what is happening across its contact center and how agents are performing.
The solution analyzes customer interactions to surface insights such as conversation trends, sentiment, CSAT and agent performance, giving the organization a clearer view of service activity and areas that may require attention.
Quality Management
Nubitel Quality Management supports structured monitoring of customer interactions and service quality, helping the organization maintain greater consistency in how conversations and agent performance are evaluated.
Combined with interaction data and analytics, it provides a stronger foundation for maintaining consistent quality monitoring and identifying areas for improvement across the operation.
Together, the three capabilities connect:
Customer engagement → Interaction insights → Quality monitoring
This gives the organization a more comprehensive foundation for managing customer interactions and service performance at scale.
The Results: Consistent, Scalable Customer Experiences and Actionable CX Insights
With 53,800+ interactions recorded every day, Nubitel CX provides the foundation to manage customer engagement across the operation’s major communication channels.
Our deployment supports:
- Streamlined operations across multiple communication channels
A unified environment for managing customer interactions across voice, live chat, social messaging and email.
- Improved visibility into agent and interaction performance
Greater visibility into customer interactions and agent performance to support informed operational management.
- More consistent quality monitoring across customer conversations
A structured approach to monitoring service quality across a large volume of customer conversations.
- Scalable infrastructure to support growing interaction volumes
A contact center platform designed to support increasing interaction volumes across multiple customer touchpoints.
- From high-volume interactions to actionable CX insights
By bringing customer interactions, conversation intelligence and quality management together, Nubitel CX helps transform high volumes of customer conversations into actionable insights for customer service and performance management.
The result:
A more connected foundation for managing customer service at scale – supporting operational efficiency, performance visibility, consistent quality monitoring and continued growth.
Built for Today's Volume. Ready for Tomorrow's Scale.
For a telecommunications operation of this scale, customer experience is shaped by thousands of interactions taking place across channels every day.
With 53,800+ daily interactions across voice, live chat, social messaging and email, this deployment demonstrates how Nubitel CX supports large-scale customer engagement while providing greater visibility into interaction and agent performance and more consistent quality monitoring.
By combining Omnichannel Engagement, AI Conversation Analytics and Quality Management, Nubitel CX provides a scalable foundation for managing customer service as interaction volumes grow.
From high-volume interactions to actionable CX insights, Nubitel CX helps Malaysia’s largest telco build a connected, scalable customer service operation – ready to evolve with the customers, channels and conversations of tomorrow.
