A national digital infrastructure and telecom services group — offering connectivity, surveillance, cybersecurity and IoT solutions on a subscription model, alongside a growing channel partner network — needed to onboard both customers and partners across India without scaling a call center team at the same pace.
Client details have been generalised at the customer's request; the deployment and technical details below reflect the real engagement.
The group's business model depends on fast, high-volume onboarding — new customers signing up for connectivity and security services, and new channel partners joining the network to resell them. Onboarding calls were handled through a traditional IVR: fixed menus, limited language support, and no way to actually understand what a caller was asking beyond routing them to the right extension. Callers across India don't uniformly speak English, or even pure Hindi — many mix both in the same sentence — and a menu tree has no way to adapt to that.
LIRA Voice was configured directly from the group's existing IVR structure and onboarding script, replacing static menus with an agent that understands what the caller actually says and responds accordingly — for both customer onboarding and channel-partner onboarding flows.
The onboarding experience moved from a fixed IVR menu — which could route calls but couldn't understand or answer anything — to a conversational agent that handles both customer and partner onboarding in the caller's own mix of Hindi and English.
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