Case Study Sharing: Call Center for Myanmar’s Largest Telecom Operator-Level Provider
2026-02-05
- Operator-Grade Call Center (200+ Seats)
- By integrating all service channels through an omnichannel cloud customer service platform, the solution enables personalized customer experiences.
- Company Profile
- Myanmar’s largest telecommunications operator, jointly established by the state-owned Posts and Telecommunications Department and Japan’s KDDI consortium. It is the only operator in Myanmar that owns both copper wire and fiber optic network resources.
In 2017, the company upgraded its FBB packages, offering high-speed broadband access from 1 Mbps to 100 Mbps for both government/enterprise customers and household users. Its broadband network covers Myanmar’s four major tourism and hotel hub regions and more than 70% of the population, making it the operator with the broadest fixed-line service coverage in the country.
- Solution
- Provided an internationalized software version: both end users and agents can operate directly through an all-English interface, improving usability.
- Adopted a softswitch architecture to ensure stability and scalability of the contact center system.
- Enabled rich API integration capabilities to seamlessly connect with the operator’s business systems, supporting self-service queries and transactions such as balance inquiry and top-up/recharge.
- Integrated the xbot text chatbot, significantly improving response efficiency, boosting contact center operational efficiency, and increasing customer satisfaction.
- Customer Pain Points & Requirements
- The legacy system was based on a hardswitch solution, with outdated call center technology and unstable voice services, unable to support fast-growing business needs.
- Needed to introduce a text chatbot to replace human agents for simple transactions (e.g., balance inquiry, account top-up, data package recharge), reducing labor costs and improving efficiency.
- Value Delivered
- Achieved service data visualization and comprehensive service records, providing data-driven insights for continuous improvement and optimization of voice services.
- Integrated with MPT’s internal systems, enabling seamless business and service data flow, forming a closed-loop data system, and improving overall operational efficiency and digitalization.
- The xbot chatbot reduced manpower needs and intelligently assisted agents, improving service efficiency and enabling personalized, “one customer, one experience” intelligent customer service.
