Telecom workflows, automated end to end.
Agents resolve bills, plan changes and faults in one conversation, across billing, CRM and network tools, and take on the internal work behind them, from field service to collections. You choose which workflow comes first.
Automated end to end
What agents take on in telecom.
Each area runs end to end: from the moment the work arrives to the moment it is resolved and recorded, across every system it touches. Your people step in only where you decide.
- 01
Customer support
Every subscriber request resolved in one conversation, not passed between teams.
- Bill explanations and payment status
- Plan, package and address changes
- Internet, mobile and TV troubleshooting
- Proof of payment and payment methods
- Account updates and service barring
- TV programme and package questions
- 02
Faults & field service
From the first fault report to a completed engineer visit.
- Remote diagnosis and line tests
- Engineer booked before the call ends
- Proactive outage notices
- Network and equipment migrations
- Field crew scheduling and shift cover
- 03
Retention & sales
Keep subscribers and grow them.
- Cancellation saves with eligible offers
- Upgrades and add-ons
- Inbound leads and switching offers
- Business outreach and win-backs
- Business account check-ins after purchase
- Researched callbacks with a tailored pitch
- Product knowledge for sales reps
- 04
Billing & collections
From overdue account to agreed payment.
- Payment reminders and recovery
- Payment plans
- Billing disputes
Examples
How a case runs, step by step.
Each agent follows a workflow from request to result, across your systems, and knows when to bring in a person.
- Customer support
A customer questions a high bill
- Chat in
- Billing: explain charges
- Credit applied
- Reply sent
Credits over your limit go to a person.
- Customer support
A customer wants a better plan
- Call in
- Usage reviewed
- Plan changed
- Confirmation sent
Contract changes need the customer’s consent.
- Customer support
Broadband stops working
- Chat in
- Network: line test
- Engineer booked
- Customer updated
Repeat faults go to a specialist.
Internal teams
The teams behind it, too.
Agents also take on the internal work, on the same platform and connectors. Start with any workflow you choose, and add the next one when you are ready.
- OperationsOrders, number porting and SIM swaps, processed in the back office.
- FinanceCollections, billing disputes and credit checks.
- SalesBusiness quotes, upgrades and contract renewals.
- IT service deskAccess, devices and requests for your own staff.
- ProcurementNetwork equipment orders and supplier claims.
- HR & recruitingHiring and onboarding for stores and contact centres.
Systems
Works with the systems you already run.
Agents connect through secure, permission-based connectors, or through the screen where there is no API. Your systems stay the source of truth.
- BillingPlans, charges and credits
- CRMCustomers and contracts
- Network toolsLine tests and diagnostics
- Field serviceEngineer visits and slots
- TelephonyCalls, queues and transfers
Any other tool with an API connects the same way, including your own in-house systems, and legacy systems without one through computer use.
Control
In control at every step.
Agents only change what a customer agrees to, and every change is on the record.
Your agent
Your data stays yours
Encrypted in transit and at rest. You decide where it is stored and how long it is kept.
Access by role
Agents only see and do what their role allows, through your existing sign-in.
Run where you need
In our cloud, in yours, or in a private environment.
Every action on the record
Each step is logged with what the agent saw, what it did and why.
People approve what matters
Choose which actions need a person, by amount, risk or customer.
Rules in plain language
Write your policies once. Every agent follows them.
Other industries
Get started
Start with any workflow in telecom.
Tell us about the work that slows your teams down. We will show you an agent doing it, in your systems.
Get in touch