Cable & Wireless Seychelles Expands Partnership with Wavetec Following Strong Solution Performance

 

 

Wavetec is strengthening its long-standing relationship with Cable & Wireless Seychelles (CWS). Building on the successful performance of Wavetec’s existing solutions, Cable & Wireless Seychelles has entrusted the company with additional business opportunities. The latest project includes the installation of 8 new Queue Management Systems across new CWS branches and the modernization of 20 new telecom self-service locations with Wavetec’s new Edge 2.0 Premium Self-Service Kiosks.The expansion represents more than an additional technology order. It demonstrates how the performance, reliability and operational value of an existing deployment can establish the foundation for a wider, long-term digital transformation partnership.

The latest expansion reflects Wavetec’s ability to combine global customer experience expertise, built across 11 international offices and deployments in more than 80 countries, with localized implementation, integration and lifecycle support.

As a full-stack technology company, Wavetec develops its hardware and software in-house while also providing system integration, deployment, remote monitoring, analytics and after-sales support. This integrated approach enables organizations to work with a single technology partner across assisted service, self-service and enterprise customer journey management.A good example of this would be Asiacell from whom we have deployed 30 Self Service Kiosks in Iraq and over 100 are planned for this year.

Building on a Proven Relationship

Cable & Wireless Seychelles is one of the country’s leading telecommunications providers, serving individuals, households and businesses with mobile, broadband and digital communication services.

Wavetec’s relationship with Cable & Wireless Seychelles began with the deployment of self-service technology designed to expand customer access to routine telecom services. The existing Cable & Wireless Seychelles self-service deployment introduced a more convenient service model through which customers could complete selected transactions without relying entirely on conventional service counters or standard branch operating hours.

The deployed kiosks enabled customer journeys such as:

• E- sim issuance and dispensing
• Bill payments
• Prepaid account services
• QR and barcode-based interactions
• Card and online payments
• Booster and data-package purchases
• eTop-Up services
• Digital confirmations and receipts
• Access to selected services beyond branch hours

These capabilities helped Cable & Wireless Seychelles introduce new service flows while extending customer access across a wider range of locations. The kiosks could also be used as digital communication points for promotional content and targeted customer information.

Following the performance of these systems, CWS has expanded Wavetec’s role within its customer experience strategy. The new project moves the partnership forward by introducing Wavetec’s latest self-service platform while extending enterprise queue management into new branches.

“Cable & Wireless Seychelles’ decision to expand its engagement with Wavetec reflects the confidence created through the performance of our existing solutions and the support delivered throughout the relationship. By extending Spectra Queue Management into new branches and modernizing existing self-service locations with Edge 2.0, we are helping Cable & Wireless Seychelles create a more connected, measurable and future-ready customer experience.”

— Sadiq Hasan, General Manager, Wavetec Africa

Extending Spectra Queue Management Across New Branches

As part of the expansion, Wavetec is installing eight new Queue Management Systems across new Cable & Wireless Seychelles branches.

The installations will be powered by Spectra, Wavetec’s enterprise Queue Management and Customer Journey Management platform. Spectra helps organizations structure customer arrivals, categorize service requirements, route customers to the appropriate service point and monitor the complete journey from check-in to service completion.

Within a telecom environment, customers may visit a branch for very different reasons. Some require quick transactions such as SIM replacement, billing support or account inquiries, while others may need longer interactions involving new connections, contract changes, device configuration or technical assistance.

Spectra allows these different journeys to be configured as individual service flows rather than placing every visitor into the same undifferentiated queue. Based on the approved branch configuration, the system can support:

• Service selection and digital ticket generation
• Customer routing according to the required transaction
• Priority rules for defined customer segments
• Counter and employee allocation
• Ticket calling, recall, transfer and hold functions
• Real-time waiting-time monitoring
• Service-duration measurement
• Customer-volume and arrival-rate reporting
• Branch and regional performance comparison
• Alerts when service-level thresholds are at risk
• Historical reporting for operational planning

Spectra can integrate with ticket dispensers, customer displays, counter applications, digital signage and centralized dashboards. This allows each physical component to work as part of one connected customer journey rather than as an isolated branch device.

Authorized Cable & Wireless Seychelles teams can use centralized dashboards to review indicators such as waiting time, service time, tickets issued, completed interactions, customer no-shows, walkaways, peak periods and employee activity. These insights can help managers identify congestion, adjust available counters and make more informed staffing decisions.

The platform also supports role-based access control, audit logs and centralized system administration. These enterprise governance capabilities align with Wavetec’s approved SOC 2 / ISO 27001 posture, helping organizations establish greater control over system access, operational data and configuration changes.

Upgrading Existing Locations to Edge 2.0

Alongside the new Queue Management Systems, Cable & Wireless Seychelles is modernizing 20 existing telecom self-service locations with Wavetec’s Edge 2.0 Premium Self-Service Kiosk.

Edge 2.0 is designed for flagship telecom and banking environments where customer-facing design must be combined with strong identity verification, modular transaction support and enterprise-level operational control.

The kiosk features a large 32-inch touchscreen with support for up to ten-finger interaction. It also includes a 28.3-inch static display that can be used for branding, guided instructions and contextual customer messaging.

Depending on the approved CWS configuration, Edge 2.0 can support telecom journeys such as:

• SIM dispensing
• SIM replacement
• eSIM activation
• Customer registration
• Account and service onboarding
• QR and barcode-based transactions
• Package selection or account servicing
• Single-note cash acceptor, 4-way insertion, acceptance rate above 98% g 
• Receipt issuance
• Customer identity verification

Its modular design allows the kiosk to be configured around the transactions required at a particular location. This helps Cable & Wireless Seychelles maintain a consistent customer experience while adapting individual kiosks to different service environments.

Stronger KYC and Identity Assurance

Identity assurance is particularly important for telecom self-service because many transactions require the customer’s identity to be verified before a SIM, account or service can be activated.

Edge 2.0 offers an advanced set of optional KYC and identity-verification components, including:

• Dual-lens camera configuration
• A 5 MP black-and-white camera
• A 5 MP wide-dynamic-range camera
• Facial detection
• Liveness detection
• Infrared illumination
• A 500 DPI optical fingerprint sensor
• Passport and ID scanning
• Optical character recognition
• Cash & coin accepter
• Visible, infrared and ultraviolet document imaging
• Emirates ID reading with encryption and digital-signature support where applicable

These components can help create a guided self-service journey in which documents are captured, identity information is verified and the relevant telecom transaction is completed through one interface.

The final workflow, identity checks and system integrations will depend on Cable & Wireless Seychelles’ approved business rules and local regulatory requirements.

Enterprise Visibility Through Wavetec KORE

Edge 2.0 can integrate natively with Wavetec KORE, Wavetec’s enterprise platform for centralized kiosk monitoring, analytics and operational control.

A large kiosk network cannot be managed effectively by treating each device as an independent installation. Operators require visibility into whether kiosks are online, which hardware modules are available, whether printers need attention and how customers are using individual services.

KORE can provide centralized visibility across the self-service network through capabilities such as:

• Hardware and software monitoring
• Device-health reporting
• Transaction and usage analytics
• Remote configuration
• Operational alerts
• Software and content management
• Inventory monitoring
• Multi-location dashboards
• Role-based system access
• Auditability of administrative actions

This connected operating model can help Cable & Wireless Seychelles identify issues earlier, coordinate support and evaluate how customers use different self-service journeys across the network.

It also illustrates Wavetec’s full-stack value proposition. Wavetec is not only supplying kiosk enclosures or standalone software. The company brings together the physical platform, transaction modules, customer interface, enterprise software, integrations, analytics, deployment and ongoing support within one ecosystem.

Creating a Foundation for AI-Powered Operations

The combination of Spectra Queue Management, Edge 2.0 and centralized analytics creates a structured source of customer journey and operational data.

Subject to the final implementation scope, Wavetec’s AI capabilities can use historical and real-time data to support:

• Customer-demand forecasting
• Wait-time prediction
• Branch-volume forecasting
• Staffing and counter simulations
• Service-flow optimization
• AI-assisted operational analytics
• Automated recommendations
• Anomaly detection across branches or devices

These capabilities are intended to help operational teams interpret data and make more informed decisions. They do not replace management oversight or Cable & Wireless Seychelles’ approved business rules.

The strategic importance of this type of customer experience intelligence is growing across the telecommunications industry. McKinsey’s research into telecom customer experience found that:

• 73% of senior telecom executives consider customer experience a top priority.
• AI-driven customer experience intelligence can identify customers who are up to five times more likely to churn following a poor experience.
• More precise customer experience analytics can reveal opportunities to reduce capital expenditure by 5% to 10%.
• AI-enabled customer experience insight can contribute to a 10% to 15% increase in sales conversion.

The research reinforces the need for telecom operators to connect customer interactions with operational data rather than relying only on broad satisfaction surveys or disconnected technical indicators.

For Cable & Wireless Seychelles, the expanded Wavetec deployment provides a platform through which assisted and self-service journeys can become more measurable, centrally managed and ready for continued innovation.

Part of Wavetec’s Wider Telecom Experience

The Cable & Wireless Seychelles expansion builds on Wavetec’s experience supporting telecom operators across Africa and other international markets.

Following a successful pilot, MTN Ghana selected Wavetec as its preferred Queue Management System vendor. That deployment combines Spectra QMS, ticket dispensers, customer displays, Donatello Digital Signage, browser-based service terminals and centralized dashboards.

Wavetec has also supported MTN Nigeria’s digital branch transformation with self-service kiosks for SIM issuance, SIM replacement, KYC and other routine transactions.

These projects demonstrate Wavetec’s ability to support both sides of the telecom customer journey. Spectra manages assisted service within the branch, while platforms such as Edge 2.0 automate eligible transactions through self-service. Centralized software, analytics and monitoring connect the two environments at an enterprise level.

A Partnership Strengthened by Performance

The latest Cable & Wireless Seychelles expansion is ultimately a story of performance leading to continued trust.

The successful operation of Wavetec’s existing solutions gave Cable & Wireless Seychelles the confidence to extend the relationship into new branches and modernize a larger part of its self-service network. By assigning Wavetec these additional opportunities, CWS is reinforcing a partnership built around proven technology, responsive support and the ability to evolve with changing customer expectations.

The eight new Spectra Queue Management Systems will help CWS create more structured and measurable customer journeys across new branches. The modernization of 20 existing telecom kiosk locations with Edge 2.0 will provide a more advanced foundation for identity verification, self-service transactions, centralized monitoring and future digital services.

Together, these initiatives demonstrate how Wavetec’s global experience, in-house technology and local execution capabilities can support long-term transformation rather than isolated technology deployments.

Contact Wavetec to explore enterprise queue management, telecom self-service and integrated customer experience solutions.