Cupola Teleservices: Scaling Engagement and Insight Across Clients in the Middle East Region

In just over 12 months of partnership with Text, Cupola Teleservices (Cupola) has helped multiple clients revolutionize their online customer engagement.

By integrating LiveChat natively into existing contact-center systems, Cupola diverted a sizable share of customer contacts to chat and kept everything in the current reporting and escalation paths. One client saw a fivefold increase in chat volume within six months.

With LiveChat’s ease of setup, robust automation tools, and data-driven reporting, Cupola empowered its clients to move from reactive support to proactive, insight-led engagement, turning every conversation into an opportunity to learn, adapt, and grow.

About Cupola

Cupola Teleservices is the UAE’s leading provider of customer experience and contact centre solutions, with over 25 years of proven success in helping organizations elevate their service standards. 

As a customer service consulting and outsourcing leader, Cupola specializes in designing, operating, and optimizing omnichannel support strategies — spanning voice, email, chat, WhatsApp, and social media.

Beyond contact centre operations, Cupola acts as a strategic advisor to its clients, helping them build scalable service frameworks, enhance team performance, and implement technologies that drive measurable improvement in customer satisfaction and efficiency.

Their partnership with Text fits naturally into this mission. By combining Cupola’s consulting expertise with Text’s intuitive engagement platform, the company empowers businesses to transform customer interactions into long-term relationships — delivering faster responses, richer insights, and smarter service decisions.

Challenge: Modernizing client touchpoints and scaling engagement

While Cupola’s clients had strong backend customer service infrastructures, many lacked robust real-time digital engagement channels (particularly website chat). The challenges included:

• Enabling immediate, on-site conversations with visitors.
• Ensuring chat deployment would integrate well with existing omnichannel operations.
• Growing usage meaningfully — not just adding chat as a token channel, but making it central.
• Ensuring ease of adoption for client teams.
• Turning chat data into actionable insights for product, UX, and marketing decisions.

Cupola’s goal was not solely to “add chat,” but to make chat a growth lever for their clients.

Solution: Strategic LiveChat rollout and overlaying use cases

As Sabir Kottilavalappil says, over the course of 12 months of partnering with Text, Cupola has successfully implemented several use cases for its clients. The platform’s ease of use, quick setup, and robust features have enabled its clients to significantly enhance their customer reach. The approach involved:

Rapid, low-friction deployment

Cupola leveraged LiveChat’s ease of setup to spin up chat widgets quickly. With minimal initial configuration (branding, greeting messages), clients’ teams could start engaging visitors almost immediately.

Layered use-case expansion

Rather than pushing all features at once, Cupola used a phased model:

• Start with basic visitor-to-agent chat.
• Add proactive invitations (like triggers based on visitor behavior).
• Integrate chat into broader customer journeys: post-purchase follow-ups, feedback collection, cross-selling prompts.

Data-led optimization

Cupola monitored chat metrics (volume, response times, drop-offs), refined targeting logic, and surfaced trend themes from chat transcripts to clients’ business teams. This feedback loop enabled continuous improvement and stronger alignment with business goals.

Integration with broader contact centre operations

Because Cupola is a contact centre operator, it could align LiveChat engagements with its existing omnichannel workflows (like routing, reporting, escalation) to create a seamless experience for clients.

Results and impact

Sabir Kottilavalappil brings attention to one of the biggest LiveChat implementations: “In one client implementation, chat interactions increased nearly fivefold within just six months of going live.” 

Using proactive campaigns, greetings, and personalized automated paths, they achieved a level of engagement that has allowed their clients to better understand customer needs and make informed business decisions.

• Chat interactions grew nearly 5 times: Within six months of deploying LiveChat, that client’s chat volume multiplied almost fivefold, indicating substantial adoption by site visitors and deeper engagement.
• Richer customer understanding: With the volume of conversations, the client teams gained insight into recurring pain points, feature requests, and user behavior. Insights that had previously been inaccessible or scattered.
• Better decision-making: Rather than relying on assumptions, clients used chat-derived feedback to prioritize product or UX enhancements, marketing messaging, and service improvements.
• Repeatable across clients: Cupola replicated this model across multiple clients in the region, demonstrating that the approach is not a one-off but scalable across domains and scales.
• Operational synergy: Because Cupola already operates across channels, LiveChat became another integrated channel in their portfolio, managed with consistent standards and quality controls.

LiveChat implementation across other clients’ accounts shows that it’s not a one-time win but a robust environment that empowers any business to grow and succeed. 

Key Takeaways

• 5 times chat growth in just six months.
• Fast, easy setup across multiple clients.
• Deeper customer insights from real-time data.
• Scalable model for different industries.
• Proactive engagement powered by automation.

Choose your next steps

👋 Start free trial — see how quickly your team can go from setup to first chat.

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