Omnichannel service assurance for faster resolution
AI-driven workflows, real-time ticket visibility and faster resolutions help improve service efficiency and customer satisfaction.
Success stories
Service issues led to repeated customer complaints for Airtel India
Delayed case resolution
Airtel India’s manual handling and disconnected systems slowed down response times. Xtelify’s Serve introduced automation and a unified advisor view, cutting handling time by ~500 seconds.
Disconnected customer journeys
Airtel’s siloed systems slowed processes and hindered service rollouts.
Xtelify’s Serve enabled agile workflows, reducing time to market by 50% and accelerating transformation.
Fragmented service communication
Siloed and bespoke systems caused delays and repeated customer interactions. Xtelify’s Serve platform’s omnichannel case management, reduced repeat complaints by 60%.
Transform Customer Experience with Intelligent Case Management
SERVE is Xtelify’s intelligent platform built to unify customer communication, streamline case handling, and enhance service delivery. With AI-powered automation and omnichannel integration, SERVE ensures every customer interaction is tracked, managed and resolved with precision.
The Old Way
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Resolution is delayed due to manual routing, fragmented systems, and lack of visibility into case progress. Customers often follow up multiple times for updates.
The Xtelify Way
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Automated case creation and intelligent routing ensure faster assignment and resolution. Real-time tracking keeps both agents and customers informed throughout the case lifecycle.
The Old Way
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Customers face repeated questions, unclear resolution timelines, and limited feedback opportunities—leading to frustration and poor experience.
The Xtelify Way
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Customers receive proactive updates, can confirm resolution satisfaction, and provide feedback. Sentiment analysis helps prioritize urgent cases and continuously improve service quality.
The Old Way
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Processes are manual and inconsistent across teams. SLAs are often missed due to lack of structured workflows and escalation mechanisms.
The Xtelify Way
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Xtelify Serve introduces intelligent workflows with SLA tracking, proactive checks, and automated escalations. Every step is monitored to ensure timely and accurate case handling.
The Old Way
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Agents are burdened with multiple tools and systems, leading to inefficiencies, repeated data entry, and limited time for actual resolution.
The Xtelify Way
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A unified interface and automated workflows reduce swivel-chair operations. Agents get a complete view of customer history and can focus on resolving issues quickly and effectively.
Key Features of Xtelify Serve
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Ticket Creation
Seamlessly create and monitor cases and tickets with complete details, ensuring consistent support across all customer channels. -
Dynamic Routing & Assignment
Automatically route cases to the right teams using smart diagnostics and rules for resolution with power of AI. -
Customer Tracking & Communication
Enable seamless customer interactions across all channels, providing detailed case context. -
Business process management
Manage business processes with no-code workflows to meet customers SLAs and ensure timely and efficient service delivery. -
Reporting & Analytics
Use AI-powered insights, leveraging customer sentiment and call quality analysis to uncover key trends for smarter and efficient decision making.
Streamlined case management for Airtel India to elevate customer experience
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0 %Reduction in Average Handling Time
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0 %Reduction in repeat interactions
Dedicated assistance at every stage
Product Consulting & Innovation
We will consult you on the right product-fit basis your underlying data infrastructure to deliver business outcomes.
Managed Services
We will provide expert support for all your requirements and charters and build a strong foundation for future.
Implementation & Delivery
We ensure seamless and hassle-free implementation, supported by our team of experts.
Customer experience stories
At Globe, we’re always looking for ways to make things easier and more rewarding for our customers. As we continue to modernize our operations, our partnership with Xtelify on Serve is an exciting next step. We’ve seen how Airtel, working closely with Xtelify, has used Xtelify Serve to drive real gains in productivity and service quality at scale. That gives us confidence as we bring this platform to Globe. We believe this collaboration will help us streamline our processes, support our teams with smarter tools, and keep raising the bar for service across the Philippines. Our goal is to deliver a better experience every day, for every customer, wherever they are. 
Carl Cruz
Leverage sharp business intelligence for your fleets
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