UMobile Accelerates Contact Center
Transformation on AWS
The Challenge
UMobile modernized its contact center to boost customer satisfaction, streamline operations, and drive sharper business outcomes using AWS and Celebal Technologies' GenAI solutions.
- naviga8 delivers real-time agent guidance, rapid policy lookup, and automated interaction summaries to reduce After Call Work (ACW) and improve productivity.
- investiga8 provides full coverage analysis across 100% of interactions extracting sentiment, intent, compliance, and agent behavior insights. This replaced UMobile's manual audits that previously reviewed only small interaction samples, delivering complete operational transparency.
Both solutions support multilingual analysis (English & Bahasa Melayu) for UMobile's diverse customer base.
The engagement began with a proof of concept and scaled into full production after delivering strong operational impact. The transformation achieved two critical goals:
- 1. Reduce Average Handle Time (AHT): naviga8 empowers agents with real-time assistance and instant knowledge retrieval.
- 2. Complete Visibility: investiga8's automated quality monitoring replaced manual processes across all interactions
Most Significantly: One-third of UMobile's customer service staff were redeployed into Sales functions, strengthening revenue operations without additional hiring while simultaneously improving customer service.
The Outcome
UMobile now operates a faster, more intelligent, analytics-driven contact center that adapts in real time, eliminates operational blind spots, and delivers measurable improvements in customer satisfaction and operational performance.
Neil Tomkinson, CIO of UMobile, publicly recognized Celebal Technologies at AWS Data and AI Day in Kuala Lumpur as the pivotal partner that delivered this GenAI-driven solution effectively and at scale.
Neil Tomkinson
CIO of UMobile
