Customer success at a glance
How a Brunei telecom provider unified customer engagement, streamlined workflows and improved operational visibility with Nubitel.
117K+
Inbound calls received
57K+
Calls handled
82%
Overall customer satisfaction
85%
Satisfaction with agent interactions
Solution & channels
Platforms
- Nubitel CX
- Nubidesk CRM Engagement Hub
- Nubitel Dialogue Manager
Channels
Voice, WhatsApp, email and Instagram DMs.
Core capabilities
- Unified voice and digital engagement
- Inbound, outbound and chat campaign controls
- Customer information and ticketing workflows
- Configurable IVR, chat flows and automated WhatsApp messages
- Contact centre and agent performance reporting
Key outcomes
- More streamlined customer engagement management
- Easier access to operational reporting
- Greater control over IVR and chat workflows
- More stable platform performance
- Positive customer satisfaction results
Future opportunities
Enhanced reporting dashboards, social media analytics and sentiment analysis, alongside AI-powered engagement automation for use cases such as payment reminders and upselling.
Inbound performance: July 2025–June 2026. Customer survey: November 2025–June 2026, with 5,666 responses recorded across the survey.
About the organisation
A telecommunications and digital services provider in Brunei Darussalam
An established telecommunications and digital services provider in Brunei Darussalam serves customers across a broad portfolio of connectivity and digital services. With enquiries arriving through voice calls, messaging and email, the organisation needs to manage customer interactions efficiently while maintaining visibility into service performance.
Previously, customer engagement was managed across separate platforms. The organisation partnered with Nubitel to consolidate its communication channels, streamline contact centre workflows, improve operational reporting and establish a foundation for future AI adoption.
The challenge
Connecting separate engagement channels and simplifying contact centre workflows
When customer conversations are managed across separate platforms, agents must navigate different interfaces to handle enquiries, while operations teams need to retrieve information from different sources to monitor engagement and performance.
For the organisation, consolidating channels was only part of the requirement. It also needed to integrate customer engagement with its existing CRM, support customer information and ticketing workflows, and make operational reporting easier to access.
Flexibility was equally important. The organisation wanted greater control over everyday service workflows and a scalable environment that could accommodate future AI implementations. Local implementation expertise and ongoing support assurance also played a role in its choice of solution.
The objective was to simplify how customer interactions were managed, improve visibility into contact centre activity and establish a technology foundation that could evolve alongside the organisation’s service requirements.
The solution
Integrating customer engagement, CRM and workflow orchestration
Nubitel CX
Unifying voice and digital engagement
Nubidesk
Connecting customer information and ticketing
Nubitel Dialogue Manager
Orchestrating IVR, chat and automated messaging
Nubitel CX
Making contact centre reporting more accessible
To address these requirements, Nubitel deployed an integrated set of engagement, CRM and workflow capabilities to support the organisation’s current customer service processes and future automation plans.
1. Unifying voice and digital engagement with Nubitel CX
Nubitel CX brings voice calls, WhatsApp, email and Instagram direct messages (DMs) into a unified engagement environment. Instead of managing each supported channel through a separate platform, agents can handle customer interactions through a more consolidated interface.
Nubitel Campaign Management further streamlines engagement activities, allowing inbound calls, outbound calls and chat to be switched from a single screen. This gives agents a more straightforward way to access different engagement functions without navigating separate channel-specific tools.
2. Connecting customer information and ticketing with Nubidesk
Customer interactions often require more than a conversation alone. Agents may also need relevant customer details and a way to manage service requests and follow-up activities.
Nubidesk CRM’s Engagement Hub supports customer information management and ticketing workflows alongside Nubitel CX. Together, these capabilities provide a more integrated approach to managing customer conversations and the supporting records and service requests.
This helps align customer engagement with the information and workflows needed to support service delivery, rather than treating each conversation as an isolated interaction.
3. Orchestrating IVR, chat and automated messaging with Nubitel Dialogue Manager
Customer service workflows need to adapt as requirements change. Nubitel Dialogue Manager enables the organisation to design and manage IVR and chat flows without requiring technical-team assistance for every configuration change, giving the organisation greater control over routine adjustments.
On top of that, Dialogue Manager supports the configuration of WhatsApp automated messages for non-working hours. This allows the organisation to set up customer responses outside normal service hours, helping maintain communication when agents are unavailable.
By combining configurable service flows with unified engagement, the organisation can manage both how customers reach support and how routine interactions are handled across its service channels.
4. Making contact centre reporting more accessible with Nubitel CX
Access to operational data is essential for understanding contact centre activity and monitoring agent performance.
Nubitel CX provides reporting capabilities that help the organisation retrieve data about customer engagement and service operations. Having reporting available within the engagement platform simplifies routine report extraction and supports ongoing performance monitoring.
The results
Streamlined engagement management, positive customer satisfaction results and greater operational visibility
Bringing the channels and supporting workflows into a unified environment has helped streamline customer engagement management. The organisation also reports easier access to operational reporting, more stable platform performance and greater control over routine service workflows.
1. Handling 117K+ inbound calls over 12 months
117K+
Calls received
57K+
Calls handled
49%
Handling rate
3m:14s
Average handling time
Inbound performance using Nubitel CX, July 2025–June 2026.
From July 2025 to June 2026, the organisation received 117K+ inbound calls and handled 57K+ calls, with a reported average handling time of 3 minutes and 14 seconds.
Inbound demand fluctuated throughout the year, with several months exceeding 10,000 calls and a peak of 14K+ calls in a single month. Nubitel CX supports this volume through a unified environment for managing inbound calls alongside digital engagement, while providing access to contact centre reporting and agent performance data.
The reported handling rate provides another reference point for monitoring inbound performance over time. It should be interpreted according to the organisation’s operational definition rather than assumed to represent an SLA achievement or call answer rate.
2. Positive customer feedback on overall satisfaction and agent interactions
82%
Overall satisfaction
Avg 4.30/ 5
85%
Agent interaction
Avg 4.42 / 5
70%
Concerns resolved
18% Partially resolved
The customer experience is reflected not only in how interactions are managed, but also in how customers perceive the support they receive.
Between November 2025 and June 2026, 82% of respondents were satisfied with their overall experience, with an average rating of 4.30 out of 5. Satisfaction with agent interactions reached 85%, with an average score of 4.42 out of 5.
There is also an opportunity to help more customers reach a full resolution. While 70% of respondents said their concerns were resolved, 18% reported only partial resolution.
Taken together, the results show positive feedback on overall satisfaction and agent interactions, while highlighting issue resolution as an area for continued attention.
These figures reflect customer feedback during the reporting period; without comparable pre-implementation data, they should not be interpreted as a quantified improvement attributable to Nubitel.
3. More stable platform performance for everyday customer support
The organisation also reports fewer disconnections and reduced lag when using the platform, including when agents connect over home Wi-Fi.
Reliable platform access matters in a contact centre environment where agents need to manage calls and digital interactions throughout the working day. The reported improvements provide a more stable environment for handling customer engagement across supported channels.
4. Smoother workflows and easier access to operational reporting
Beyond channel consolidation, the organisation has reported practical improvements in everyday service management.
Sound notifications help agents identify incoming chats and emails, while microphone and ring-volume testing helps them check their audio setup. A brief pause between successive calls supports the call queue workflow, and campaign controls allow inbound calls, outbound calls and chat to be switched from a single screen.
For digital engagement, WhatsApp automated messages can be configured for non-working hours, while Instagram DM replies can be managed through Nubitel without separate manual reporting. Operational reports are also easier to retrieve, and Dialogue Manager gives the organisation greater control over IVR and chat flow configuration.
Together, these capabilities help streamline routine engagement activities, reduce reliance on disconnected processes and make everyday service management more straightforward.
With its engagement channels consolidated and core workflows in place, the organisation has identified further opportunities to strengthen reporting and explore more proactive customer interactions.
1. Exploring more comprehensive reporting and social media analytics
Although operational reporting is easier to access, changing reporting requirements can still make urgent requests challenging to fulfil promptly.
More comprehensive, user-friendly dashboards could help the organisation access contact centre and agent performance information more efficiently. Additional social media engagement analytics and sentiment analysis could also provide deeper insight into customer sentiment, interaction trends and emerging issues across social platforms.
These are potential enhancements that could build on Nubitel CX’s existing reporting capabilities and help the organisation gain a more complete view of customer engagement.
2. Exploring AI automation for payment reminders and upselling
The organisation also plans to explore Nubitel’s AI bot for engagement automation, with payment reminders and upselling among its intended use cases.
Automated payment reminders could support timely customer communications, while upselling interactions could create opportunities to present relevant services or offers. These use cases would extend customer engagement beyond responding to incoming enquiries towards more proactive interactions.
As these plans progress, the organisation can build on its existing omnichannel engagement, CRM integration and configurable workflows to explore automation in line with its evolving customer service needs.
