Case Study: Leading Telco Company achieves higher conversions, 22% more self-service and $553K call-center savings with Alterian’s Real-Time CX Platform

How a Leading Telco leveraged Alterian’s Real-Time CX Platform to revolutionize their customer journeys

Leading Telco Company was struggling with declining conversion rates, low lifetime value on mobile offers, rising call volumes and disconnected channels that left them without cross‑channel visibility or competitive benchmarking. To address these gaps they partnered with Alterian and deployed Alterian’s Real‑Time CX Platform to get the strategic insights needed to identify friction points and customer behaviors.

Alterian implemented Journey Insight, Journey Analytics/Discovery and Journey Orchestration to unify data, reveal competitor positioning and enable real‑time, personalized actions across channels. Within months Leading Telco Company achieved a 14% increase in phone upgrades, a 22% increase in self‑service and $553K in call center cost savings, alongside improved LTV, higher conversions and reduced call volumes.