Production is going on.
More than 110,000 interactions supported in six months with 98.30% average QA performance
A Brunei telecom provider worked with Comquest to manage its Talk2Us contact centre and develop the systems that support assisted and digital service.
Client
Challenge
The client needed a central support operation that could handle varied customer needs consistently as its products and services changed. Agents required current knowledge, while managers needed clearer visibility of interactions, open cases, recurring issues and service performance.
Cases requiring further action had to be captured and tracked through structured workflows. The wider service environment also needed to grow with customer demand and support more self-service, without losing the connection between frontline operations and customer information.
Cases requiring further action had to be captured and tracked through structured workflows. The wider service environment also needed to grow with customer demand and support more self-service, without losing the connection between frontline operations and customer information.
Solution
Comquest manages the day-to-day Talk2Us operation, including frontline teams, supervision, workforce planning, quality reviews and training. It has also developed the technology around the service in collaboration with the client.
1
dtWorks captures, documents, escalates and tracks customer cases, with customized business support capabilities for customer, account, product, order and service information.
2
The contact-centre platform manages inbound and outbound voice interactions, routing, queues, recording and operational monitoring.
3
Product and process training, QA monitoring and coaching keep frontline teams aligned with changing services and customer needs.
4
The imagine Go! mobile app gives customers self-service options, including bill viewing and payment, top-ups and balance checks.
5
Centralized reports support operational oversight, while a 2026 migration to AWS increased infrastructure capacity and scalability.
Impact
From January to June 2026, the operation managed 110,479 customer interactions, averaging approximately 18,413 per month. The submission reports 98.30% average QA performance over the same period; every month exceeded 95%, and five of the six months exceeded 98%.
Customizations to dtWorks brought customer-service information and case handling into a more integrated environment. The mobile app added independent account and service options for customers, and the AWS migration increased capacity for continued platform development. The submission does not provide measured uptake or time-saving figures for these technology changes.
Customizations to dtWorks brought customer-service information and case handling into a more integrated environment. The mobile app added independent account and service options for customers, and the AWS migration increased capacity for continued platform development. The submission does not provide measured uptake or time-saving figures for these technology changes.
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