Türk Telekom Case Study

"A significant increase in the number of registered vocal passphrases and the positive feedback we get from our customers prove that we made the right decision with SESTEK."

Contact Center Operations Director

The Challenge

Customer authentication is a vital issue, and with the rising concern for customer data safety, organizations struggle to stay on top of this issue. Turk Telekom Mobile was no exception. A large volume of customers calling the contact center and answering a countless number of security questions resulted in longer ACD (Average Call Duration) and lower customer satisfaction rates.

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The Solution

Using Vocal Passphrase, Turk Telekom provided the customers to prove authentication by simply saying a pre-defined phrase.

Company name

Türk Telekom

Company size

Enterprise

Pain point

Slow customer authentication

SESTEK product used

AI Agents

About company

The leading telecommunications operator in Eastern Europe and the Middle East, Turk Telekom, provides landline, mobile, internet, and TV services to more than 53 million customers. Turk Telekom Mobile is the subsidiary and the market leader with 24 million subscribers.

Summarize with AI

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