Konnect Insights for telecom

Subscribers post before they call.

An outage, a billing surprise, a SIM that will not activate. Subscribers take it to social first, in their own language, at a volume no team can read by hand. Konnect Insights spots the network event before your alarms do, routes every complaint to the right team and market, and protects the brand across every country you operate in.

Book a demo Read client stories

Trusted by operators on four continents, including

Lyca Mobile AT&T Mexico STC EthioTelecom BSNL
Network event, metro north zoneTuesday, 7:42 pm
XZero bars in the north of the city all of a sudden. Anyone else?EN
InstaSin seรฑal en la zona norte desde hace un rato.ES
Xุงู„ุงู†ุชุฑู†ุช ู…ู‚ุทูˆุน ุนู†ุฏู†ุง ููŠ ุงู„ุดู…ุงู„ ู…ู† ุดูˆูŠAR
Outage cluster: 140 posts in 4 minutes3 districts
Konnect Insights alertMinute 6
Internal network alarmMinute 21
First post21 min
15 minutes ahead. NOC alerted, status replies drafted in each subscriber's language for 1,400 subscribers.
10+
Telecom operators live on Konnect Insights
4
Continents, from Europe and the Americas to Africa and Asia
6+
Subscriber languages classified, from English and Spanish to Arabic and Amharic
3
Contact centre integrations live: Avaya, Salesforce and Genesys
Why this matters

Telecom is the most complained-
about industry on social.

Every subscriber carries your product in their pocket, and every failure happens in public.

Subscribers complain publicly, at volume

Outages, billing disputes, SIM issues and data speed complaints produce some of the highest social care volumes of any industry. Without AI triage and automation, no team can keep pace.

Network events become brand crises instantly

A 30-minute outage in a major city generates thousands of angry posts before the fault is diagnosed. Operators that see the spike first respond before it becomes a headline.

Multi-market operators need one intelligence layer

Running networks across countries, languages and regulators cannot work through separate tools per market. One platform, one data model, one view.

CLIENT STORIES

National operators, MVNOs and broadband providers, on four continents.

Open any story to see the challenge, how Konnect Insights is deployed, the outcomes and the modules each operator runs.

KRC (Konnect Research Cloud) ยท Telecom Edition

Ask a question. Get a board-ready answer.

KRC turns subscriber signals from every market into executive intelligence โ€” brand trust, outage impact, porting risk and campaign performance. Instantly, in plain language, for the CEO, CMO and board.

Leadership questions

Live data 09:13:42
You

KRC Assistant

KRC intelligence

Select a role tab ยท Click any question ยท Open full answer or dashboard for the complete intelligence brief

SUBSCRIBER SOCIAL CARE

Carrier-scale care, without the team drowning.

Network, billing, SIM, data and porting complaints become tickets with a market, a team and a deadline, classified automatically in the subscriber's language.

Classified by complaint type

Network complaints, billing disputes, SIM issues, data speed queries and porting requests each go to the team that can act on them.

Outage detection for the NOC

Location-clustered spikes alert the network operations centre and communications team the moment a network event starts generating volume.

Every market in its own language

English, Spanish, Arabic, Amharic, Urdu, Tamil and more, each classified and routed to the right regional team.

Inside your contact centre stack

Avaya, Salesforce and Genesys integrations are live across the telecom client base, so social care joins the stack you already run.

Subscriber care queue, all markets90% replied within SLA
X 1,284
Facebook 416
Instagram 352
App stores 268
WhatsApp 193
Email 147
XPrepaid subscriber

"Charged for a data pack I never activated. Third time this month. Fix it today or I'm porting to another network."

Billing disputeChurn riskReply due in 15 min
Suggested reply"Three unexpected charges in a month is not acceptable, and I'm sorry. I've reversed all three and blocked automatic pack activation on your line. You'll see the credit within the hour."
Open tickets 2,610Average first reply 18 min
Built for multi-market operators

Every market, every language, one platform.

The most global telecom client base on any CX platform, with localised intelligence per market and one view for group leadership.

Africa

A 60-million subscriber national operator

AmharicEnglish

EthioTelecom, with quality assessment across the contact centre.

Americas

Spanish at carrier scale

Spanish

AT&T Mexico, with AI triage and automation for daily volume.

Asia

From public operator to island nation

EnglishIndian languages

BSNL, GTPL Hathway and Ooredoo Maldives.

Europe

Diaspora communities worldwide

EnglishUrduTamilArabic

Lyca Mobile, heard wherever its subscribers call home from.

Middle East

Mobile operators in four countries

ArabicEnglish

STC, Zain, Vodafone and Ooredoo across Saudi Arabia, Kuwait, Bahrain and Oman.

Contact centre integration, ready.

Social care connects to the contact centre stack operators already run, without rebuilding it.

Genesys

Across the telecom client base.

Live

Salesforce

Every resolution recorded in the subscriber CRM.

Live

Avaya

Social care inside the contact centre.

Live

EthioTelecom

The first quality assessment deployment at an African telecom operator.

Supervisors score agent replies against EthioTelecom's own service standards, audit resolution quality and track compliance across a contact centre serving 60 million subscribers.

Accuracy scoredEmpathy scoredSLA tracked
Coverage
Wherever subscribers post,
rate and ask.

30+ channels, including the platforms that dominate in each market and the app stores where the self-care app is judged.

โšก
๐Ÿ”’ konnectinsights.com / channels
Social Media & Messaging
X / Twitter
X / Twitter
Facebook
Facebook
Instagram
Instagram
LinkedIn
LinkedIn
YouTube
YouTube
WhatsApp
WhatsApp
Telegram
Telegram
Threads
Threads
TikTok
TikTok
Reviews, Web & Feedback
Email
Email
Google Business
Google Business
App Store
App Store
Play Store
Play Store
Blogs
Blogs
Web
Web
Feedback
Feedback
Surveys
Surveys
Line
Line
Communities, Forums & More
Reddit
Reddit
Quora
Quora
Trustpilot
Trustpilot
Forums
Forums
Consumer Forums
Consumer Forums
Reviews
Reviews
News
News
E-commerce Review
E-commerce Review
Viber
Viber

Covering 30+ channels today โ€” with new integrations added every quarter. If your customers are talking, we're capturing it.

The Platform
Everything a telecom operator needs, in one place.

From a single subscriber's billing complaint to the board's quarterly brand review.

Social listening

Every subscriber mention, rival conversation and network event across 30+ channels, with English, Spanish, French, Arabic and more built in.

Social care

Every complaint becomes a ticket with SLA, severity and routing to the right regional or technical team, at carrier scale.

Outage and crisis detection

Spike detection for outages, billing disputes and regulatory events, with alerts to the NOC and comms before the story breaks.

AI Essentials

Auto-tags network complaints, billing disputes, SIM issues, data speed queries and porting requests, and routes each one.

Competitor intelligence

Rival operators tracked on subscriber sentiment, plan comparisons and coverage conversations, before churn happens.

Quality assessment

Score agent replies, audit resolution quality and track SLA compliance by market and channel.

Multi-language, multi-market

English, Spanish, French, Arabic and Amharic configurations, with localised intelligence per market in one platform.

KRC subscriber intelligence

Brand health, competitor benchmarks and churn signals for the C-suite, in plain language.

KONNECT AI+
AI that keeps up when the network doesn't.

Outages, price changes and new launches multiply volume in minutes. Konnect AI+ sorts it by issue and market, drafts replies in the subscriber's language, and resolves routine requests on its own.

Agent Empower

Drafts a reply to every complaint before your agent starts typing, in the subscriber's language and with the fix already in the draft.

"Came back from a week abroad to a roaming bill three times my monthly plan. Nobody warned me."
Roaming bill shock, high value, churn risk. Route to billing, retention flag.
"A bill like that with no warning is a real shock, and I'm sorry. I've applied our roaming cap retroactively, which brings this bill down to your plan plus the daily pass rate. I've also turned on roaming alerts for your next trip."

AI Essentials

Classifies and routes every mention by issue, market and urgency, so an outage does not bury the subscribers about to leave.

9,800 mentions in 2 hours, regional outage
  • Network complaints, NOC by zone7,420
  • Billing and data questions1,380
  • Status requests, to KonnectChat840
  • Porting threats, retention team now160

KonnectChat AI

Answers routine requests on WhatsApp and web chat around the clock, from data balance to eSIM activation, and hands over with full context.

"How do I move my number to an eSIM on my new phone?"
"I can do that now. I've sent a QR code to your registered email. Scan it from Settings, then Mobile data, then Add eSIM. Your physical SIM will stop working once the eSIM is active."
Resolved without an agent

How we grow with you

We meet you where you are and take you to best in class.

Most operators begin with social care. Our fastest-growing customers reach stages six to eight within 12 months.

  1. Social care

    Every complaint becomes a ticket.

  2. Workflows and SLAs

    Owners, deadlines and escalation.

  3. Social listening

    Network, market and rival signals.

  4. Omni-channel hub

    Social, apps and WhatsApp in one queue.

  5. Quality assessment

    Every reply scored and coached.

  6. Konnect AI+

    Routing at carrier scale.

  7. Agent Empower

    AI-drafted replies in every language.

  8. KRC intelligence

    Board-ready subscriber answers.

Stages 1 to 2

Foundation

Subscriber complaints are captured and owned. This is where most operators begin.

Stages 3 to 5

Scale

Network, billing and rival signals are separated, unified in one hub and quality-checked.

Stages 6 to 8

Best in class

AI handles outage volume and KRC turns subscriber signals into churn and brand decisions.

THE CX HUB
Every market. One view of every subscriber.

Most multi-market operators run a listening tool per country, a separate app review tracker and a contact centre that never sees social.

Today

A tool per market, and outages found from the phone lines.

  • Listening tool per countryNo group view
  • App store reviewsTracked separately
  • Contact centreSiloed from social
  • Local languagesManual translation
  • Outage detectionFrom call volume, late

With Konnect Insights

Keep your contact centre stack and connect it to every subscriber signal.

  • Every market and brandOne platform
  • Social, apps and WhatsAppOne queue
  • Genesys, Salesforce, AvayaConnected
  • Local-language classificationBuilt in
  • KRC for leadershipSame data
GO DEEPER
Explore the modules behind these stories.

Social Listening

Every subscriber, network and rival conversation across 30+ channels, with outage alerts built in.

Omni-channel Ticketing

Subscriber complaints from every channel as SLA-tracked tickets, routed by market and issue.

KRC Intelligence

Brand health, churn signals and competitor benchmarks for leadership, in plain language.

Konnect AI+

Agent Empower, AI Essentials and KonnectChat AI, built for carrier-scale volume.

KonnectChat AI

Data balance, recharges and eSIM activation answered on WhatsApp, day and night.

Quality Assessment

Score every reply for accuracy, empathy and SLA compliance, market by market.

Subscribers complain on social before they call your contact centre.

Detect subscriber issues early, respond at carrier scale, and protect brand trust in every market you serve.

Book a demo

See subscriber social care, outage detection and KRC for telecom in 30 minutes.

Take the CX Platform Checklist

19 questions to test if your platform is ready for AI agents. Get your scored readiness report.

Explore KRC

The CX intelligence layer that turns every customer conversation into answers leadership can act on.

Lyca Mobile, AT&T Mexico, EthioTelecom, BSNL, STC KSA, Ooredoo Maldives, Zain Bahrain, GTPL Hathway, Vodafone Oman, STC Kuwait and Ooredoo Kuwait