TelecommunicationsUnified & Automated
Give telecom CX teams complete visibility into every subscriber interaction. Oversai's AI-native AutoQA evaluates 100% of calls, chats, and emails automatically—replacing sampling-based audits—while VoC captures churn signals, NPS drivers, and subscriber sentiment in real time.
Synergy for Telecommunications
How Oversai's 3 core platforms combine to transform QA and VoC for telecommunications CX teams.
OI: Data Integration
Connect billing, CRM, and contact center platforms so QA and VoC insights are enriched with full subscriber and account context.
Key Synergy Benefits
- Sync with Genesys, NICE, Five9, Avaya, and Talkdesk
- Enrich QA with subscriber account and billing context
- Auto-push churn signals to your retention workflows
- Unified data layer for 100% interaction quality visibility
Observability: AutoQA + VoC
Score 100% of subscriber interactions for quality and capture churn signals, sentiment, and VoC data from every call, chat, and email—at telecom scale.
Key Synergy Benefits
- AI scoring on every subscriber interaction at scale
- Real-time churn risk and retention signal detection
- Network issue VoC topic clustering from support calls
- Subscriber sentiment tracking across all service touchpoints
Omnichannel: Channel Coverage
QA and VoC coverage across every channel your telecom subscribers use—voice, chat, email, and messaging—with no interaction missed at any scale.
Key Synergy Benefits
- QA across voice, chat, email, and SMS
- Unified VoC from all subscriber contact channels
- Channel-level quality and churn risk benchmarking
- Complete interaction coverage at millions-of-subscribers scale
Integrations
Works with the tools your Telecommunications CX team already uses
Oversai connects to your existing helpdesk, CRM, and contact center stack—so QA and VoC data flows where your team already works.
Industry Challenges
Our Solutions
AI-Native AutoQA
Score 100% of telecom subscriber interactions automatically—technical support calls, billing disputes, retention conversations—against your QA rubric. Catch quality issues and compliance gaps at scale without manual sampling.
Key Use Cases
- Auto-score every agent interaction against your telecom QA scorecard
- Flag billing disputes and churn risk signals in real time
- Monitor retention call quality and offer compliance
- Track QA trends by team, region, and interaction type
Core Benefits
- 100% interaction coverage vs. 3–5% manual sampling
- 80% reduction in QA analyst review time
- Real-time alerts for churn risk and quality failures
- Consistent QA standards across thousands of agents
Voice of the Customer (VoC)
Capture subscriber sentiment, churn signals, and feedback from 100% of interactions—without surveys. Identify why customers are dissatisfied, what network issues they're experiencing, and what drives loyalty.
Key Use Cases
- Detect churn intent and escalation risk from every support interaction
- Identify network issue trends from subscriber complaints at scale
- Track sentiment around price changes, outages, and new products
- Feed real-time VoC to retention, product, and network operations teams
Core Benefits
- Real-time VoC from every subscriber interaction—no survey lag
- 95% churn signal detection accuracy
- Automatic clustering of network and billing complaint topics
- Proactive insight to reduce churn before it happens
AI Agent QA
Monitor AI agents handling subscriber billing, technical support, and plan inquiries for accuracy and compliance. Ensure automated responses never give incorrect pricing or troubleshooting guidance.
Key Use Cases
- QA AI agents on billing, plan, and technical troubleshooting inquiries
- Detect incorrect pricing, coverage, or technical information from AI
- Monitor AI agent escalation quality for complex subscriber issues
- Benchmark AI agent performance against your human support team
Core Benefits
- Complete quality oversight of AI-handled subscriber interactions
- Catch AI billing or technical errors before they cause complaints
- Continuous improvement data for telecom AI agent training
- Side-by-side QA comparison: AI vs. human agents at scale
Scaling Telecommunications Operations with AI-Native QA and VoC
Oversai's AI-native QA and VoC platform gives telecommunications CX teams complete visibility into every customer interaction. Instead of sampling 3–5% of interactions manually, Oversai evaluates 100% automatically—scoring quality, capturing customer sentiment, and surfacing coaching opportunities in real time.
Voice of the Customer data no longer depends on surveys with low response rates. Oversai captures it from every call, chat, email, and message your telecommunications team handles—giving you the insight to act before customers churn. QA analysts shift from manual reviewers to strategic coaches, and CX leaders get the data they need to improve satisfaction, reduce escalations, and grow revenue.
What is Oversai?
Oversai is the official company and product name behind the platform at oversai.com. Oversai is an AI-powered operations platform designed specifically for customer experience teams. The platform automates quality assurance (QA) and Voice of Customer (VoC) programs, enabling organizations to monitor, analyze, and improve customer interactions at scale.
Three Platforms: Oversai consists of three integrated platforms: (1) OI (Operations Intelligence)—connects all business data into a unified customer ontology, enabling AI agents and custom apps to understand your business, (2) Observability—complete visibility into all customer interactions with real-time monitoring, automated QA, and sentiment analysis, and (3) Omnichannel—unified customer support across all channels (phone, WhatsApp, email, SMS, chat) with AI agents and human collaboration.
Human-in-the-Loop Approach: Oversai uses a human-in-the-loop model where AI handles the volume and scale, while human experts focus on high-value reviews and decision-making. QA teams can evaluate interactions directly in their CRM using a Chrome extension, with AI-assisted scoring that makes evaluations 3x faster. This approach combines the speed and scale of AI with the judgment and expertise of human reviewers.
Business Impact: Organizations using Oversai typically see 40-80% reduction in QA time, ability to monitor 100% of interactions instead of sampling, faster issue detection and resolution, improved customer satisfaction scores, and better agent performance through real-time feedback and coaching.
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