Liberty Latin America · In Production

Live deployment.
Not a forecast.

DvSum is in production across multiple Liberty Latin America operating companies — contact center intelligence, subscriber monitoring, and network billing reconciliation. Broadband, fiber, and mobile networks.

In production with
Broadband Cable (HFC)
Fiber (FTTH)
Mobile Network

One platform. Three network types. In production across all three.

OPERATING COMPANIES

Three markets. Active deployments in all three.

Each operating company deploys on its own network stack — the same platform, configured per operator.

Liberty Puerto Rico · Puerto Rico

HFC Mobile

Deployed

  • Contact Center Intelligence — 5-domain check at call open, integrated into contact center
  • Billing Reconciliation for Mobile — AI-driven invoice verification across billing systems
"Today our invoices are going out with 99.9% accuracy."
— Leandro Kabbach, VP Customer Operations, Liberty Puerto Rico

News is My Business, October 2025 ↗

Liberty Caribbean · Caribbean

HFC FTTH

Deployed

  • Contact Center Intelligence — agent assist, 5-domain check across multiple operating companies
  • Genesys Engage integration — production validated
"ANI has significantly improved troubleshooting efficiency, reducing manual diagnosis time from 10–15 minutes to under 2 minutes, greatly improving Tier 2 agent efficiency."
— William Forero, Senior Manager, Network Management Automation, Liberty Latin America

BusinessWire, September 2024 ↗

BTC Bahamas · Bahamas

HFC FTTH

Deployed

  • Subscriber Experience Monitoring — proactive detection of network degradation before subscribers call or churn

BTC is the first LLA operating company where DvSum has deployed proactive subscriber monitoring — detecting service degradation before it generates an inbound call. The upstream shift: from reactive triage to proactive intervention.

CONTACT CENTER RESULTS

Production numbers. Scoped correctly.

These results are from live production contact center deployments across Liberty Latin America operating companies — not a pilot, not a benchmark.

41.7% Call auto-handle rate Network-related tech support calls · LLA · Genesys Engage
35% AHT reduction (blended) Outage ~50% · Equipment ~30% · Intermittent ~20% — not a flat rate across all call types
50% NTF truck roll reduction No-fault-found dispatches only — not total truck rolls
8→2min Contact center triage time Per network-related call · call open to agent diagnosis · LLA
99.9% Invoice accuracy Mobile billing reconciliation · Liberty Puerto Rico

Contact center metrics from Liberty Latin America production deployment, Genesys Engage platform. Call containment scoped to network-related tech support calls. Truck roll reduction scoped to NTF dispatches only. Invoice accuracy from Liberty Puerto Rico mobile billing reconciliation.

DEPLOYMENT TIMELINE

13 weeks from engagement to production.

DvSum went from first engagement to production in 13 weeks at Liberty Latin America. Here is what that looked like.

Weeks 1–2

Integration assessment — contact center stack reviewed, Genesys Engage integration scoped, subscriber-node mapping designed.

Weeks 3–8

Build and configuration — 5-domain check built against LLA's HFC and FTTH topology, Genesys Engage integration completed, ground truth validation run.

Weeks 9–12

Shadow mode — live alongside existing workflow, agent UX adoption tracked, override path confirmed.

Week 13

Production — full deployment across first operating company, contact center live.

LLA has since expanded DvSum to additional operating companies — contact center intelligence, subscriber monitoring, and mobile billing reconciliation across multiple markets.

"The deployment of conversational AI with internal support systems is a crucial development at Liberty Latin America as we look to simultaneously improve the efficiency of customer service operations and the overall customer experience."
— Paritosh Bajpay, VP Technology Development & Architecture, Liberty Latin America · BusinessWire, September 2024 ↗

COMMON QUESTIONS

What evaluators ask first

Are these results from a pilot or live production?

Live production. DvSum has been in continuous production operation across multiple Liberty Latin America operating companies since early 2024. The numbers reflect ongoing deployment, not a controlled test.

Which network types is DvSum deployed on at LLA?

Broadband cable (HFC), fiber (FTTH), and mobile — across Liberty Puerto Rico, Liberty Caribbean, and BTC Bahamas.

What does the contact center integration look like in practice?

At call open, DvSum simultaneously checks five domains — billing, provisioning, in-home CPE, Wi-Fi, and the access network — and returns a root cause classification and recommended action to the agent before they have asked the subscriber a single diagnostic question. Integrated into the existing Genesys Engage workflow with no separate login or screen for the agent.

How long does deployment take?

LLA went from first engagement to production in 13 weeks. Standard new operator deployment is 90 days — integration assessment, build, ground truth validation, shadow mode, then live.

Can we speak to someone at LLA directly?

Yes. We offer a direct, unscripted reference call with the LLA team — not a slide, not a curated demo. Book a call and we will arrange it.

NEXT STEP

See it on your network.

Book a call → Talk to an LLA reference →

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