Case Study: Latin American Telecom achieves 225% subscriber growth with Engageware Virtual Agent

Latin American Telecom grows subscribers 225% with Engageware

A Latin American telecom faced a ceiling on growth as roughly 60% of customer interactions arrived by phone, requiring human agents for routine inquiries. This model constrained margins and made the company dependent on headcount. To overcome this, they partnered with Engageware, implementing an AI agent solution.

By deploying Engageware's Virtual Agent, the telecom automated customer service, resolving 84% of inquiries autonomously. This reduced phone call volume from 60% to just 3% of interactions. The results were substantial: a 225% growth in subscribers and a 250% increase in revenue with only a 15% rise in headcount. Furthermore, Engageware helped expand EBITDA margin from 30% to 40%, a 13-point improvement.

Latin American Telecom