Plan change and upgrade
Compares plans against the customer's actual usage, applies the upgrade, and sends an SMS confirmation in seconds.
- Live plan comparison
- Eligibility and discount lookup
- Apply upgrade with confirmation SMS
- Next-billing-cycle handover
Number porting coordination
Schedules the port window with the customer, sends a morning-of reminder, and stays available for cutover questions.
- Port window scheduling
- Morning-of reminder SMS
- Cutover-day support call
- Service-restored confirmation
SIM activation
Activates a new SIM via WhatsApp or web chat — no call required. Restart-and-verify walkthrough included.
- ICCID lookup from the chat
- Activation against the network
- Restart-and-verify walkthrough
- Service-live confirmation SMS
Built for telecom & isp from the platform up
Cuts queue time without cutting service quality
Plan changes, porting coordination, and SIM activation can complete in a single voice or chat session. Customers stop being put on hold for routine work, and your contact centre keeps live-agent time available for the calls that actually need it.
Outbound notification campaigns through the same surface
Planned maintenance, mass-outage updates, and porting reminders run as outbound voice or SMS through the same agent that handles inbound calls. Consent records are logged per recipient and a per-conversation audit trail captures the full exchange.
Provisioning integrations that map to your stack
Connects to your provisioning system, billing platform, and CRM over REST/webhook adapters. The pilot scopes any in-house integrations alongside the standard Salesforce, HubSpot, and Twilio connectors so the agent ships with correct plan data from go-live.
Common questions
Can the voice agent change my customer's plan on the call?
Yes. Nexora Voice compares the available plans against the customer's actual usage, applies the upgrade or downgrade in your provisioning system, and sends an SMS confirmation in seconds. The next-billing-cycle handover note is added to the customer record automatically. Eligibility and promotional-discount lookups run inline so the agent quotes correct numbers.
How does porting coordination work end-to-end?
The agent schedules the port window with the customer on the call, sends a morning-of reminder SMS, stays available for cutover-day questions, and confirms service-restored once the carrier handover completes. The customer is never asked to repeat their number or account ID — all of it is loaded from your CRM at the start of the call.
Can customers activate a SIM without calling support?
Yes. Nexora Chat handles SIM activation entirely on WhatsApp or web chat: ICCID lookup from the message, activation against your network, restart-and-verify walkthrough, and a service-live confirmation SMS. No call required. The same chat session can carry follow-up questions about plans, top-ups, or coverage.
Does the agent handle outage triage and proactive notifications?
Yes. When the customer calls during an outage, the agent looks up the affected exchange, confirms the status, gives an ETA, and offers a callback when service is restored. Outbound notification campaigns (planned maintenance, mass-outage updates) can also run via voice or SMS through the same agent, with consent records logged per recipient.
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A 30-minute scoping call. We bring the telecom & isp use-case research. You bring your tools and your hardest customer.