Case Study: Leading VOIP Service Provider achieves 30% TCO reduction and 20% higher retention with CSS Corp's MSP Model

MSP Model Drives CX Operations for a Leading VOIP Service Provider

CSS Corp partnered with a leading VOIP service provider serving more than 2.5 million subscribers worldwide. The customer faced rising operational costs, strong pressure to improve customer experience, and the need to retain existing subscribers while modernizing support operations.

CSS Corp deployed its Managed Services Model (MSP) for customer care, retention, and loyalty management, powered by its cognitive CX platform with AI, RPA, and analytics. The solution delivered 24/7 multilingual global support, automated key processes, and improved knowledge and analytics capabilities, resulting in a 30% reduction in global customer care TCO and a 20% increase in customer retention, while allowing the client to focus more on core product development.