Volume is the defining constraint
Millions of subscribers generate contact volume that no headcount plan survives, and every deflected contact is direct margin.
Telecom
Self-service at telecom volume
Plan, usage and billing queries, recharges, top-ups and plan changes handled without an agent, in every language your subscriber base actually speaks.
- Autoscaling per service with multi-region failover
- 22 Indian languages through Bhashini
- Telecom vertical pack included
Illustrative interface. Volumes, times and scores are sample data from a demo tenant, not a benchmark or a containment claim. The screen shows an OptiML analytics view for a telecom operator: weekly subscriber contact volume split between contacts resolved by self-service and contacts handed to a human agent, with a pronounced spike on the day of a network event, alongside handle-time and quality-score tiles and an armed outage-notification campaign.
The problem in your world
A telecom contact centre is not a smaller contact centre with more calls. Volume changes what is possible, churn is decided in a single conversation, and the biggest spikes are the ones the network told you about first.
Churn is decided in one interaction
The retention conversation happens once, usually badly, usually with an agent reading a script they don't believe.
An outage becomes a queue
Network events generate a contact spike that is entirely predictable and almost never prepared for.
Balance, recharge, outage — without an agent
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Plan, usage and billing self-service
Balance, data usage, bill explanation, due date and payment status answered directly, on voice or WhatsApp.
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Recharge, top-up and plan change
Transactional flows with payment links and confirmation, completed inside the conversation.
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Outage notification
Proactive outbound to affected subscribers before they call, with expected restoration and status updates.
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Retention and win-back
Churn-risk-triggered outreach with grounded offers, and win-back campaigns for lapsed subscribers.
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Upsell of add-ons
Data packs, roaming and device offers presented contextually rather than scripted at everyone.
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Field-service scheduling
Installation and repair appointment booking with calendar integration and reminder sequences.
Capabilities that matter here
Six parts of the platform carry a subscriber base. Each is a page in its own right, and none of them is a separate licence.
High-volume voice
Real-time voice with barge-in, provider failover and mid-call language switching. Voice AI agentsWhatsApp self-service
Eight channels, one universal inbox, shared routing, memory and analytics. Chat & omnichannelProactive outbound
Predictive, power and progressive dialing with DNC and consent enforcement. Outbound & dialerChurn-risk triggers
100+ nodes, 50+ triggers and 35+ templates for API calls, branching and approvals around the conversation. Automation & workflowsPayment integration
100+ connectors and custom actions, plus a universal adapter for the system nobody else connects to. IntegrationsCost routing at scale
11 LLM, 8 speech-to-text and 8 text-to-speech providers behind one adapter, with a router that picks the cheapest provider clearing your quality floor. The AI provider layerWhat holds at subscriber scale
At this volume the platform's own economics become your economics. These are the four that decide the unit cost of a contact.
Scale
Every service autoscales, with multi-region failover. RMT operates and patches the platform against a 99.9% monthly uptime commitment.
Cost routing
Cost routing across 11 LLM providers with a quality floor. Provider cost is never marked up, whether you bring your own key or meter it with us.
Regional voice
Bhashini's 22 Indian languages for regional voice, and Sarvam for low-cost regional speech.
Consent
DNC and consent enforcement that blocks the call rather than logging it afterwards, with TCPA and DPDP compliance packs.
TCPA
DPDP
The telecom vertical pack ships pre-built agents, knowledge structure, compliance templates and workflows, all activated in one click.
The proof we will not invent
We publish outcome figures only with the customer's written approval, so this slot stays empty until one is signed off. In the meantime the mechanism above is the honest version.
Customer story
Deep dive: what a contact costs you
At a million conversations a week, the provider bill is the business case. The router sends each call to the cheapest provider that clears your quality floor. Every model call is traced for tokens, cost and latency, and per-run and per-day caps stop a run on breach. The AI provider layerWhere to go next
These neighbouring operations run on the same platform, with the same record behind them.
Contact Centre
Retire the menu tree, unify every channel into one queue, and give supervisors a live floor. Contact CentreRetail & E-commerce
Order status, returns, cart recovery and product Q&A across WhatsApp, chat and voice. Retail & E-commerceBPO & Outsourcing
Every client programme on one multi-tenant platform, with the dialer, WFM and QA included. BPO & OutsourcingThe platform underneath
Everything on this page is the OptiML CX Platform configured for Telecom, not a separate product. These are the modules it leans on.
Book a working session
See it handle one of your real conversations
Bring a call recording, a policy document or a WhatsApp thread from your own operation. We will ground an agent in it and run it live on the call — not a canned demo.
- 30 minutes
- A working agent grounded in your content
- No slide deck unless you want one
Book a demo
30 minutes, on your own content. No slide deck unless you want one.
or reach us directly
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