Intelligent enterprises understand that they are not just a products or services company – they are a people company. Technology has enabled customers to become consumers on-demand, and they expect the same experience while choosing their communication services providers. The ever-decreasing consumer attention span has made companies realise even more the true value of converting customers into ‘loyal customers’. Businesses are also not only using technology to deliver best services, they’re even using technology to transform their customers’ experiences. Global telecom service providers are implementing automation processes to deliver a differentiated customer experience.


There is never a one-size-fits-all automation solution for every organisation across any industry, and that poses both a challenge and an opportunity for automation experts. Each process, communication channel or service comes with its unique features and requirements. The functions most appropriate for automation are those which involve routine, predictable and pre-defined outcomes. No matter what the process – Contact Centres, Self Service, OSS/BSS, Dealer and Retail Operations, IT Operations or Common Services – intelligent automation can deliver tangible results in a short span.


The Business Process Framework (eTOM) model serves as a blueprint for how various processes impact and interact with each other. All these processes across telecom service verticals – Prepaid, Postpaid, Wireline, Broadband, Value Added Services, and Enterprise – are apt for automation integration.

Strategy, Infrastructure and Product

Strategy and Commit
Infrastructure Lifecycle Management
Product Lifecycle Management
Marketing and Offer Management
Service Development and Management
Resource Development and Management
(Network, Applications and Computing)
Supply Chain Development & Management


Operations Support and Readiness
Service Fulfillment
Service Assurance
Billing and Revenue Management
Customer Relationship Management
Service Management Operations
Resource Management Operations
(Network, Applications and Computing)
Supplier and Partner Relationship Management

Enterprise Management

Knowledge and Research Management
Enterprise Effectiveness Management
Enterprise Risk Management
Strategic and Enterprise Planning
Finance Management
Asset Management
Human Resources Management
Stakeholder and External Relations Management


We have directly delivered business results to top global telecom institutions with large-scale operational transactions and diversified technologies
Prepaid and Postpaid Contact Centre Automation

25% reduction in AHT
70% hands-free interaction
Improved NPS, ESAT and CSAT

Contact Centre Automation

42% reduction in AHT for Contact Centre frontoffice process
60 – 90% improvement in First Call Resolution

Contact Centre Automation

Improved ESAT and CSAT
Automated navigation between 10 applications within Citrix and deployed on 4,000 desktops

We have also co-delivered automation solutions to 3 of the 5 largest global telecom service providers
Contact Centre Automation
Wireline Billing Automation
Fault Management – Contact Centre Automation