Millions of subscribers.
Every channel they use.
One platform to serve them all.
Telecom operators face a unique challenge: massive contact volumes across a highly digital subscriber base that expects instant resolution on every channel — app, WhatsApp, chat, voice, and social — simultaneously. Wemacx delivers the omnichannel engagement platform that handles subscriber service at scale, reduces churn through proactive engagement, and ensures every subscriber interaction is resolved on the first attempt.
What Wemacx delivers for telecom
Every subscriber engagement scenario — handled at scale.
Technical Support & Fault Management
AI-powered troubleshooting for network, device, and service faults — guiding subscribers through resolution steps via WhatsApp or voice before escalating to technical agents. Fault cases created automatically with full interaction history for field engineers.
Billing Support & Payment Recovery
Bill dispute resolution, payment plan arrangement, and overdue account recovery across voice, WhatsApp, and SMS. AI handles routine billing queries while agents focus on complex disputes and high-value subscriber retention conversations.
Churn Prevention & Retention
AI identifies at-risk subscribers from usage patterns, complaint history, and contract expiry dates — triggering personalised retention outreach through the subscriber's preferred channel before they contact a competitor. Agents receive full subscriber value and history before the retention call.
Recharge & Plan Management
Automated recharge expiry alerts, low balance notifications, and plan upgrade suggestions via WhatsApp and SMS — with AI handling the complete recharge or upgrade journey without agent involvement for standard transactions.
Network Outage Communication
Mass notification to affected subscriber areas during outages — proactive SMS and WhatsApp alerts with estimated restoration times, reducing inbound contact volume during incidents. Inbound responses automatically routed to outage-specific queues.
Loyalty & Premium Subscriber Engagement
Tier upgrade notifications, exclusive offer outreach, and loyalty programme management for premium subscribers — with dedicated agent queues, priority routing, and relationship manager assignment for high-value accounts.
The Wemacx platform built for
telecom-scale subscriber engagement.
Intelligent Routing
Route by issue type, subscriber tier, language, and technical skill — premium subscribers reach retention specialists, faults reach technical agents.
AI Business Assistant
Self-service for recharge, bill queries, plan changes, and fault diagnosis — handling the high-volume routine contacts without agent involvement.
Outbound Reach
Churn prevention, recharge expiry, plan upgrade, and loyalty campaign outreach across voice, WhatsApp, SMS, and email.
AI WhatsApp Platform
Proactive subscriber alerts, self-service transactions, and conversational support via WhatsApp — the channel most telecom subscribers prefer.
Agent Assist
Real-time subscriber history, technical knowledge, and troubleshooting guidance for agents during every support interaction.
QA Intelligence
100% interaction scoring across technical support, billing, and retention teams — identifying training gaps and compliance issues automatically.
Analytics
Fault resolution rates, churn prediction accuracy, billing dispute volumes, and subscriber satisfaction across every channel.
Workforce Management
AI demand forecasting for predictable billing cycles, outage peaks, and campaign-driven inbound volume spikes.
Social Engagement
Monitor and respond to network complaints and subscriber queries across Twitter/X, Instagram, and Facebook in one queue.
Lower churn. Lower cost to serve. Higher subscriber satisfaction.
Enterprise-grade security for telecom subscriber data.
Deployed across mobile operators, ISPs, and broadband providers — with subscriber data protection, TRAI compliance readiness, and audit capabilities meeting telecom regulatory requirements.