Approved-knowledge grounding
Agents answer only from the offer catalog and scripts you approve.
Every billing, outage and retention call, resolved and on the record.
Orvera runs the subscriber conversation for carriers, cable operators and ISPs across voice, chat and digital, resolves it end to end on your existing BSS and OSS, and audits 100% of what your human agents handle.
Why coverage decides it
How does Orvera measure quality across telecom customer conversations?
Orvera AI audits 100% of conversations against a carrier's own scorecard, human-handled and AI-handled alike, with a transcript and summary on voice, chat and email. A sample covers a fraction of the year, and the authentication step that has to be evidenced is almost never in it. When a regulator asks what was said, the answer is the transcript.
A quality program on a sample
A sampleof conversations reviewed
- Covers a fraction of the year the certification attests to
- The complaint you have to summarize is rarely the call it caught
- The authentication step you have to evidence is almost never in it
- An analyst with headphones, not a record
Orvera
100%of conversations audited
- Audited against your own scorecard, every conversation
- A transcript and summary on voice, chat and email alike
- Human-handled and AI-handled conversations alike
- When a regulator asks what was said, the answer is the transcript
What Orvera runs
Which telecom contact center use cases does Orvera handle?
Orvera AI runs the three queues a carrier, cable operator or ISP actually staffs: bill explanation and promo roll-off, service-down triage with authenticated remote restoration, and live save-desk guidance for retention agents. Pre-delinquency reminders on service balances and churn-driver mining run alongside, on your existing BSS and OSS, with the human-handled remainder audited in full.
Bill explanationResolved
The line that changed
Promotional rate ended+$25.00
Named directly, rather than reading the invoice back line by line.
Subscriber authenticatedPass
Billing stack openedLive
Entitled adjustment appliedYes
Applies only the adjustment the account is entitled to
01 / 06
- Bill explanationResolvedThe line that changedPromotional rate ended+$25.00
Named directly, rather than reading the invoice back line by line.
Subscriber authenticatedPassBilling stack openedLiveEntitled adjustment appliedYesApplies only the adjustment the account is entitled to01Bill explanation and promo roll-off calls
A subscriber calls when the bill jumps after a promotional rate steps off. Orvera authenticates, opens the billing stack, names the exact line that changed and why it changed, and applies the adjustment the account is entitled to.
- Moves cost per contact on the largest single driver
- The exact line that changed is named, not the invoice read back
- Applies only the adjustment the account is entitled to
- Moves repeat contact inside 7 days on the same invoice
- Service-down triageRestored remotelyTruck rolledNoFault locationInside the homeOutage and provisioning stateReadAuthenticated re-provisionIssuedDispatch createdNot neededDispatch only when the fault is physically outside the home02
Service-down triage and remote restoration
A subscriber reports no internet, the rep runs out of script, and a truck gets booked. Orvera reads outage and provisioning state, issues an authenticated remote reboot or re-provision, and dispatches only when the fault is physically outside the home.
- Moves truck rolls per 1,000 service-down calls
- Moves the no-fault-found rate on completed dispatches
- Dispatch only when the fault is physically outside the home
- Moves repeat dispatch inside 30 days
- Agent Assist, live on the save deskOn screenSurfaced to the rep
Next entitled action, with eligibility already checked.
Churn risk read · offer eligibility · entitled action
Save-rate variance across sitesNarrowingOffer misapplicationBlockedReal offer eligibility, not the catalog from memory03Live save-desk guidance for your agents
Your save desk carries the offer catalog in its head, so cost per save swings across the floor. Orvera puts real offer eligibility, the churn-risk read and the next entitled action on the rep's screen while the call is still live.
- Moves cost per save and save-rate variance across sites
- Real offer eligibility, not the catalog from memory
- Moves average handle time on the save queue
- Moves the offer-eligibility misapplication rate
- Pre-delinquency reminderBefore suspensionBalance in scopeService onlyDevice installmentOut of scopeAutopay failure namedCard expiredDate it bitesStatedEligible arrangementBookedScoped to the service balance. Device installment balances are out of scope.04
Pre-delinquency reminders on service balances
An autopay card expires and today the subscriber hears nothing until service stops. Orvera calls before the suspension, explains the specific failure and the date it bites, and takes an updated payment method or books an eligible arrangement on the service balance.
- Moves the involuntary disconnect rate
- Scoped to the service balance, never a device installment balance
- Moves recovery before charge-off and kept-promise rate
- Moves days sales outstanding on service receivables
- Voice of CustomerFrom the callsAllCancellations
Competitor named, offer compared, service event before it
Ranked with volume attached, not a code picked in three seconds.
Driver 1, price after roll-offRankedDriver 2, repeat outageRankedRead from the conversation, not from a disposition code05Churn drivers mined from cancellation calls
Your churn reporting rests on a disposition code a rep picked in three seconds. Orvera reads every cancellation conversation, extracts the competitor named, the offer compared against and the service event that preceded it, and ranks the drivers with volume attached.
- Read from the conversations, not from a disposition code
- The competitor and the offer compared against are extracted
- Drivers ranked with volume attached
- Moves drivers actioned per quarter
- Auto QA, on your human agents100% audited100%Audited
Every quote and plan change, against your own scorecard
Human-handled and AI-handled conversations alike.
Disclosure completenessRate, not estimateException listBy rep, site, vendorEvery score linked to the transcript that produced it06100% audit of sales and change calls
Every quote and plan change closes with disclosure obligations your QA team reviews on a 1% to 3% sample. Orvera audits 100% of those conversations against your own scorecard and returns the exception list by rep, by site and by vendor.
- Moves disclosure completeness rate and mis-sold-plan credits
- Scored against your own scorecard
- Reported by rep, by site and by outsourced vendor
- Moves score variance across outsourced sites
Proof
What does an Orvera telecom call sound like?
Orvera AI's telecom calls are three of the conversations a carrier contact center runs every day: a SIM activation with account authentication, a plan and billing question, and an outage status update. Each is worked to a finish on the BSS and OSS the carrier already runs, including the billing and provisioning write-back, then transcribed, summarized and scored.
SIM activation and account authentication
Listen for the authentication sequence running the same way it would on the hundredth call.
Plan and billing questions on one call
Listen for the specific charge being named and explained, not the invoice read back line by line.
Outage status and estimated restoration time
Listen for the answer being tied to the caller's own address, not a general service message.
Deployment lifecycle
Orvera AI connects to the BSS, OSS, CRM and field-service stack a carrier already runs, and goes live through a structured lifecycle rather than a switch you flip and hope. Your offer catalog, disclosure scripts and troubleshooting trees become structured workflows, those workflows are tested across real scenarios before a single live call, and live performance sharpens them week over week.
01
Workflow creation
Your offer catalog, disclosure scripts, troubleshooting trees and past interactions are turned into structured workflows the agent follows.
02
Testing and validation
Workflows are tested across real scenarios for accuracy, escalation handling and compliance before a single live call.
03
Controlled deployment
Agents go live through a defined process, monitored and connected to your BSS, OSS, CRM and field-service stack.
04
Continuous improvement
Live performance feeds back into the workflows, sharpening resolution and compliance week over week.
Speed to value
How long does deployment take for a telecom contact center?
Orvera AI reaches full production deployment in a telecom contact center in 3 to 6 weeks, starting from your own offer catalog. Disclosure rules are mapped into executable logic, tested and validated across scenarios before go-live, and deployed within your existing BSS, OSS, CRM and field-service stack. Timelines depend on workflow complexity and enterprise requirements.
3-6weeks
to full production deployment.
- Your own offer catalog and disclosure rules mapped into executable logic
- Tested and validated across scenarios before go-live
- Deployed within your existing BSS, OSS, CRM and field-service stack
Timelines depend on workflow complexity and enterprise requirements.
Enterprise-ready
Orvera AI keeps a transcript and summary of every interaction across the whole year, on voice, chat and email alike, and authenticates the requestor before a SIM change or a port-out is processed. That is the evidence behind the CPNI certification an officer files every March 1 on personal knowledge, and behind the twelve-month summary of unauthorized-release complaints.
Authentication before the change
The requestor is authenticated before a SIM change or a port-out is processed.
Evidence for the March filing
A transcript and summary of every interaction, across the whole year.
Granular controls
Permissions, guardrails and policy, configured per channel and use case.
How does a carrier, cable operator or ISP get started with Orvera?
Orvera AI starts on your most expensive queue. Orvera AI builds it, deploys it and runs it on the BSS, OSS and CRM stack already in place in 3 to 6 weeks.