TGNPDCL keeps the power flowing for millions across Telangana—but behind the scenes, its customer service was under serious strain.
Calls poured in. Complaint channels weren’t connected. And agents were stuck answering the same questions over and over. Customers wanted 24/7 answers. TGNPDCL needed a smarter way to engage—and fast.
That’s where ConVox stepped in.
With a full rollout of CCS 4.0.2, a robust ticketing system, and an AI-powered WhatsApp chatbot, ConVox helped flip the switch on support:
IVR and chatbot automation trimmed routine call loads
Complaints from any channel now route to one clear dashboard
Agents can focus on complex issues—not repeat queries
SLA compliance is up, and customer satisfaction is way higher
Even better? The entire setup scales effortlessly—ready for millions of customers and the demands of a growing digital India.
See how ConVox transformed TGNPDCL’s service experience in the full case study.
ConVox is thrilled to announce its certification as an official Meta Messaging tech Provider, enabling enterprises to launch rich, business‑grade WhatsApp, Messenger, and IG messaging campaigns—with full compliance and enhanced API access.
However, there’s a twist: WhatsApp Business will be raising its pricing tiers starting July 1, 2025—transitioning from session-based pricing to an API-call volume model. That means handling large-scale notifications or alerts might cost more.
It offers a structured approach for capturing, tracking, investigating, and resolving issues raised through various communication channels like WhatsApp, email, chatbot, SMS, voice calls, social media, and web portals
On the upside, Meta just released a wave of features across its Business APIs: carousel templates, location quick‑reply buttons, and two‑factor authentication notifications. ConVox has seamlessly integrated these tools into our Omnichannel hub, ensuring messaging pipelines are powerful, polished, and protected—all while optimizing costs through efficient API usage.
Handling millions of calls a day isn’t just challenging—it’s a stress test for any telecom infrastructure. But for one of India’s largest emergency response systems, ConVox rose to the occasion.
ConVox played a crucial role in scaling and stabilizing the backend for the 112 Emergency Call Center, enabling the seamless handling of high call volumes with the flexibility to support significantly greater demand as needed. While many calls were spam or machine-generated, the system had to treat each one as real. So we did what we do best: engineered a solution that never stopped.
Zero performance issues
100% call traceability
Real-time handling + auto-scaling capability
Even under immense load, the ConVox-powered platform maintained rock-solid uptime. It’s not just about answering the call—it’s about being ready for the next million.
