Case Study: Telcel achieves improved customer satisfaction and shorter wait times with Wavetec self-service kiosks

Telcel - Customer Case Study

Telcel, a major Mexican wireless telecommunications provider, needed to reduce branch wait times and improve the customer experience across its growing network of service centers. To address this challenge, Telcel partnered with Wavetec and adopted its queuing and self-service solution, including Model M13 self-service kiosks, to streamline customer service operations.

Wavetec installed the kiosks in 30 Telcel Customer Service Centers, giving customers a faster, more intuitive way to request services such as new contracts, package changes, and device purchases. The rollout improved ticket issuance speed, reduced waiting times, increased customer satisfaction, and freed staff to focus on more complex needs, while also creating a more efficient and branded service experience.

Telcel