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Silwatech is backed by a team of 1000+ employees, serving clients in over 10+ industries across 9+ locations
Self-Service Telecom Kiosk & Digital Onboarding Platform for a Regional Telecom Provider
Client Type: Enterprise Telecommunications Provider
Region: Middle East
Sector: Telecommunications & Digital Services
Organization Type: Large-Scale Enterprise
The client is a leading telecommunications provider serving millions of customers across the Middle East with mobile, internet, and digital communication services. As part of its digital transformation strategy, the organization introduced self-service kiosks across public locations to allow customers to complete essential telecom activities without visiting physical service centers.
The initiative aimed to improve customer experience, reduce queue congestion, and enable secure, automated onboarding and account management.
Business Objective
The objective of the project was to design a secure and user-friendly self-service system that:
Key challenges included:
Simplifies customer onboarding and service activation
Reduces dependency on physical service counters
Minimizes customer wait times
Manual deployment processes with no rollback or version control
Ensures compliant and secure identity verification
Integrates seamlessly with multiple backend and partner systems
Project Overview
SilwaTech contributed to the development of an intelligent self-service kiosk and web-based application that automates high-volume telecom operations. The solution enabled walk-in customers to independently complete tasks such as purchasing SIM cards, activating visitor lines, managing prepaid accounts, and completing subscription actions.
The application delivered a guided, step-by-step user experience optimized for kiosk environments, ensuring fast, error-free execution of telecom services within minutes.
Case Study Topics
Services Enabled Through the Kiosk
The self-service platform enabled customers to complete a range of telecom operations, including:
- Purchasing new SIM cards
- Activating visitor lines
- Managing prepaid accounts
- Performing account and subscription actions
- Identity verification and onboarding
- Balance checks and confirmations
All services were delivered through a guided interface designed for walk-in users.
Scope of Work
SilwaTech’s responsibilities covered both user experience design and backend integration, including:
- Designing guided, multi-step kiosk workflows
- Integrating document scanners and Desko devices for passport, GCC ID, and Emirates ID reading
- Implementing face and liveness verification using kiosk cameras
- Connecting backend services with external partner systems for: Identity validation, Order processing, SIM / eSIM reservation, Balance checks and confirmations
- Implementing SMS and email notifications and receipt generation
- Managing transaction logging and environment-specific configuration
- Ensuring seamless communication between the kiosk UI and backend services
User Experience Flow
The kiosk experience was designed to be intuitive and self-guided:
- The customer selects a service such as Buy SIM, Visitor Line, or Account Cessation
- The interface guides the user through on-screen steps
- Identity documents are scanned using attached scanners or Desko devices
- Extracted details are displayed for user confirmation
- If required, face or liveness checks are performed using the kiosk camera
- Backend systems validate identity, process requests, and reserve resources
- Upon success, the kiosk sends confirmation via SMS or email and displays or prints a receipt
- The session automatically ends, preparing the kiosk for the next user
Internal Processing Overview
- The kiosk frontend manages all user interactions and inputs
- Backend services handle: Identity verification, Order processing, Balance checks, Messaging and confirmations
- Real-time responses are returned to the kiosk UI
- All transactions are logged for audit and traceability
- A configuration module manages environment-specific parameters such as endpoints, timeouts, and test modes
Key Challenges
- Designing a kiosk experience suitable for walk-in, first-time users
- Ensuring secure handling of identity documents and biometric checks
- Integrating with multiple external telecom and government systems
- Supporting real-time processing with minimal user wait time
Maintaining reliability in unattended, high-traffic kiosk environments
Solution Approach
The solution was built around guided user journeys optimized for kiosk interaction:
- AngularJS powered the kiosk frontend and guided workflows
- .NET backend services handled business logic, integrations, and validations
- Biometric and document scanning components were tightly integrated into service flows
- Transaction logging and configuration management ensured operational reliability
This approach delivered a consistent, secure, and scalable self-service experience.
Technology Stack
- Frontend: AngularJS (kiosk workflows and UI)
- Backend: .NET (business logic and integrations)
- Integrations: Document scanners & Desko devices, Camera-based face and liveness verification, External telecom and identity systems
- Notifications: SMS & Email services
Outcome & Impact
The self-service kiosk system delivered significant value for the telecom provider:
- Reduced Customer Wait Times
Enabled faster onboarding and service completion - Improved Customer Experience
Consistent, guided self-service for residents and visitors - Secure Identity Verification
Integrated document scanning and biometric validation - Operational Efficiency
Reduced load on physical service centers - Digital Transformation Enablement
Supported the provider’s broader strategy for automated, customer-centric service delivery
Engagement Context
This project was delivered by SilwaTech as part of a partner-led enterprise engagement, supporting the rollout of self-service digital solutions for a large regional telecommunications provider.
Building Secure Self-Service or Kiosk-Based Enterprise Solutions?
SilwaTech helps enterprises and government organizations design and deliver scalable, secure, and user-friendly self-service platforms for high-volume customer operations.
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Contact us for any questions, support, or business inquiries.
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