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Language: English
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Solutions

Contact center software for telecom carriers and internet providers

A provider running CONTACT.WORK takes pressure off the line: a bot quotes the subscriber's balance, plan, and repair times from billing data, with no agent involved. When service goes down in an area, the IVR warns callers from that address about the repair, and subscribers get a notification once service is restored. The auto dialer runs outbound campaigns and filters out answering machines automatically, so agents talk to live subscribers. It works for internet, mobile, and TV providers, as well as business telecom providers.

Get a quotePricing
APIto billingBalance during the call
$0license feesSupport only
>80%of answering machinesFiltered before connecting
1subscriber timelineAll channels together

Challenges

Where a telecom provider loses subscribers and money

OutageService drops in a neighborhood, every subscriber calls at once, and the line grinds to a halt.
"Why was I charged?"Questions like "how much is left on my account" and "why this plan" take up the shift, even though the answer is in billing.
Dial tones instead of conversationsWith manual dialing, agents spend more time hearing busy signals and voicemail than talking.
The technician missed themThe subscriber isn't home, and the install visit falls through.
Lost to a competitorA subscriber calls to cancel, and nobody is there to keep them.
Businesses wait like everyone elseA business customer waits on hold alongside residential subscribers.

Solution

What changes for a telecom provider

Outages

Agents don't drown in identical questions during an outage

Once an outage is logged in your monitoring system, the IVR already knows about it: it tells callers from that area what the work is and when it will be done. These calls stay out of the main queue, and after service is restored the bot notifies subscribers automatically.

  • Message by address
  • Main queue stays clear
  • Restoration notice

Self-service

Billing questions stop taking up agent time

The bot finds the subscriber by phone number or account number, greets them by name, and checks billing for the balance, the next charge, and active services. It explains where a charge came from and, if billing allows, sets up a payment extension. If the subscriber disputes the bill, an agent gets the full conversation.

  • Billing data
  • Payment extension
  • Disputes go to an agent

Campaigns

Agents talk to people while the system listens to dial tones

The auto dialer places campaign calls ahead of time for agents who are about to become free. Voicemail and "subscriber unavailable" messages are filtered out before the call connects, so agents hear only a live person. A report shows managers how much of the list has been worked through. Campaigns run with consent and do-not-call list support.

  • Numbers dialed ahead
  • Answering machine detection
  • Campaign progress in reports

Installation

The technician arrives when the subscriber is home

The bot takes the install order by phone or chat. It then checks whether service is available at the address and finds a visit time. The day before, the bot calls the subscriber, and if they ask to reschedule, the dispatcher sees it on their list.

  • Order by call or chat
  • Day-before confirmation
  • Dispatcher sees reschedules

Subscriber

Subscribers don't have to start over

Each subscriber has one record: calls, chats, service orders, and outages at their address. Someone who wants to leave is connected to the retention team, who can see what they're allowed to offer. Speech analytics shows how employees handle these calls.

  • One record
  • Retention team
  • Call reviews

Examples

Outage, installation, billing, cancellation

The most common reasons subscribers call a telecom provider.

The whole area is calling

The network in an area goes down and the phones won't stop ringing. The IVR tells callers from that area the cause and when the repair will be done, the chatbot says the same in chats, and anyone who wants to talk to a person gets added to the callback list.

  • Answer by address
  • Same answer in chats
  • We'll call you back
Example 1 of 4

We build the IVR, campaigns, and routing around your billing system and processes.

Capabilities

Where a contact center helps a telecom provider

What a telecom provider's contact center handles: inbound, outbound, messaging, and field visits.

Inbound inquiries

  • InformationPlans, coverage, and store locations – around the clock, with no wait.
  • Account detailsThe bot provides the account number for payments and lists recent payments without an agent.
  • Install requestAddress, plan, and technician visit date are confirmed in one call.
  • Order statusWhere the order stands and what day the technician will come.
  • Plan finderThe bot asks how much the subscriber talks and streams video, then suggests a plan.
  • ComplaintsEvery complaint gets a response deadline, and the manager sees anything overdue.
  • CancellationThese calls go to the retention team.
  • Equipment repairRouter or set-top box broken – a replacement request tied to the account number.
  • Tech supportThe bot walks the subscriber through the steps: restart the router, check the cable.
  • Tier 2The call reaches the engineer with the results of checks already done – the subscriber doesn't repeat themselves.
  • OutageSubscribers in the area hear that the network is being repaired and when it will be done.
  • Negative balanceA subscriber with an overdue balance hears in the IVR how much to pay to get service back.
  • One main numberResidential and business customers call the same number, and the IVR routes them to their lines.
  • CallbackA subscriber hung up before getting through – an agent calls them back.
  • After hoursOvernight, the bot tells subscribers their balance and available plans, and an agent handles the rest in the morning.
  • PeakStart of the month and outages: the bot answers routine questions, and everyone else gets a callback.
  • Ad call trackingconfigured for youA separate number for each ad shows where new subscribers came from.

Outbound calls

  • Payment remindersBefore a disconnection for nonpayment, the bot states the amount and date.
  • CollectionsCalls to a filtered list: service, account, amount owed. Subscribers who paid aren't called, and outdated numbers are removed. Collection calls follow the rules you set to stay within the law.
  • New subscriber check-inA few days after installation, the bot asks whether everything works.
  • Order milestonesThe subscriber gets a message: order received, technician on the way, work done.
  • Address from the websiteSomeone left an address on your website – call them before they go to another provider.
  • QualificationBuilding, plan, need TV or not – the sales rep gets a qualified lead.
  • Sales to your listResidents of newly connected buildings get an offer to sign up for internet.
  • Win-backFormer subscribers get terms worth coming back for.
  • UpsellTV with internet, home internet with mobile.
  • RenewalBefore a promotional plan ends, an offer to stay.
  • Post-repair surveyThe subscriber rates the technician's work, and unhappy responses go to the manager.
  • NotificationsScheduled maintenance, plan changes, new contract terms.
  • InvitationsA presentation for business customers, a new store opening in the area.

Text inquiries

  • Messaging appsSubscriber messages in messaging apps are kept in the same history as calls.
  • WebsiteCoverage questions are asked right on the plans page.
  • EmailBusiness customers' emails sit next to their calls.
  • Social mediaWhen the network is down, people post as much as they call – everyone gets an answer.

Rewards, visits, verification

  • Rewards programThe bot tells subscribers their points balance and status.
  • NewslettersNew plans and promotions, with the subscriber's consent.
  • Technician visitsconfigured for youThe technician gets a route for the day, and the subscriber learns when to expect them and gets a call if they're running late.
  • Subscriber verificationBefore discussing the account, the bot checks the security word.
  • Call ratingRight after the call, the IVR asks for a rating, and low scores go to the manager.

Quality and retention

  • Quality assuranceRecordings show whether agents manage to keep the subscriber.
  • Churn riskAnalytics flags unhappy subscribers and those who mention competitors for the retention team.
  • Agent suggestionsWhile the subscriber is on the line, the agent sees their plan and inquiry history, and the AI assistant records the outcome.
  • Agent promisesAn agent said "we'll call you back" – the platform makes sure a task gets created.
  • Problem buildingsA report shows which buildings call in with faults most often.

Modules

Contact center modules

AI consultant in chatsMessages subscribers in messaging apps about billing and network repairs.→Voice AI consultantBooks installs and explains charges by voice.→IVR (phone menu)Tells callers which buildings have network repairs underway.→Auto dialerRuns outbound campaigns across your whole subscriber base.→Answering machine detectionFilters out voicemail so agents never hear it.→CallbackBrings back subscribers who hung up during an outage.→OmnichannelKeeps the subscriber's history: calls, chats, and email.→Speech analyticsReviews calls with subscribers who decided to leave.→API integrationConnects billing and network monitoring to the platform.→
Outages don't jam the lineThe IVR announces repair work at the caller's address.
Balance without the waitThe bot pulls the amount from billing.
Campaigns without dead airAgents get connected to live subscribers.
Subscriber history at handAgents see past inquiries.

Launch

Implementation for a telecom provider

  1. 01AssessmentWe review why subscribers call and how outages are handled today.
  2. 02BillingWe connect billing and the CRM to the platform so the bot sees the balance and account.
  3. 03Network monitoringWe connect the platform to your outage log so the IVR knows which addresses are affected.
  4. 04AI consultantThe bot learns your plans, billing rules, and installation process.
  5. 05CampaignsWe move outbound campaigns to the auto dialer with answering machine detection.
  6. 06LaunchWe bring lines online gradually and review the reports with you after a month.

Preparation

What to decide up front

Which billing system?Where the bot gets the subscriber's balance, charges, and plan.
Where are outages logged?Where to get affected addresses and estimated restoration times.
What can the bot do?Payment extension, plan change – what the bot handles by itself.
Who handles retention?The retention team and what it can offer subscribers.
Which campaigns?Sales, collections, notifications – and the number of dial attempts.
Do you need a business line?A separate queue for business customers or one for everyone.

Q&A

Frequently asked questions

Will the bot tell a subscriber their balance?

It will, if your billing system provides the data via API. The bot finds the subscriber by the number they're calling from or by account number.

Which billing systems does the platform work with?

There may not be a prebuilt connector for your billing system: we build the integration during implementation.

How does the platform learn about an outage?

Your network monitoring or outage log reports it to the platform via API. It can also be done by hand: the on-call engineer enters the addresses and repair time.

What does a subscriber hear if there's an outage at their building?

The IVR names their address, what happened, and when it will be fixed, then offers to wait for an agent or request a callback.

Can we notify subscribers after a repair?

The bot can contact everyone who called during the outage or every subscriber at the address.

How does the auto dialer tell an answering machine from a person?

It recognizes voicemail, network messages, and silence. Typically it filters out more than 80% of answering machines, though the share varies by region and network.

How many simultaneous calls can a campaign handle?

The limit is the number of lines from your carrier and the server's capacity. We calculate the dialing rate before launch.

Will the bot set up a payment extension?

It will, if that operation exists in your billing API and you've defined the conditions for it.

Can the bot help if the internet is down?

It walks the subscriber through the steps in your instructions, and if service doesn't come back, it books a technician visit.

How should we handle cancellation calls?

The IVR flags calls on this topic and sends them to the retention team, who see the subscriber's plan and complaints.

Can we separate residential and business customers?

Business customers are routed to their account managers based on CRM data, bypassing the main line.

Which messaging apps can we use to reply to subscribers?

WhatsApp, Facebook Messenger, Instagram, and Telegram, plus website chat and email; conversations are stored alongside calls.

Does the bot verify the caller's identity?

It does, before any account questions: it asks for the security word or ID details and matches the number against the subscriber record.

Can we keep subscriber data on our own servers?

The platform installs on your servers, including AI and speech recognition. The other option is the CONTACT.WORK cloud, where we maintain the servers.

Can we change the outage message without a developer?

The on-call engineer edits the IVR text right in the platform's workspace.

Will the tier 2 engineer know what was already checked?

Along with the call, they see the subscriber's data and the results of the checks done by the bot or the agent.

Will agents' promises get lost?

If an agent promised a callback or a technician visit, the system checks that a task was created for it.

Does this work for cable and IPTV?

TV providers have the same outages, bills, and technician visits. For business telecom, there's a separate line for business customers.

Do we keep our numbers when moving to the platform?

You do. Lines move over one at a time while the rest keep taking calls as before.

What if the contact center server fails?

Calls switch to a backup server, and subscribers keep getting through.

How can a subscriber call when they're abroad?

With the click-to-call button on the provider's website, with no international charges. A toll-free number can also be connected to the platform.

How much does a telecom provider pay?

The platform and agent seats are free. You pay for support hours under your plan and, if the system runs in our cloud, for the server. The bot's work – speech-to-text, text-to-speech, and model responses – is billed on top of that. Contact us for pricing.

Glossary

Terms on this page

IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Voicemail
A recorded message when the person does not pick up. Learn more →
Answering machine detection (AMD)
Tells whether a person or an answering machine picked up an outbound call. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Speech-to-text
Turns spoken conversation into text. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Chatbot
Answers customers in chat and messaging apps from a scripted flow with buttons. Learn more →
Contact center quality management
Calls and chats are scored against a scorecard to find mistakes and coach agents. Learn more →
Omnichannel customer service
All channels in one agent workspace, with the customer's full history alongside. Learn more →
Connector
A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Backup
Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
Text-to-speech
Reads text aloud in a human-like voice. Learn more →

More

More for telecom providers

A mobile carrier got more productive calls and less agent idle time How an auto dialer cut idle time for a mobile carrier's agents. Learn more Answering machine detection How the dialer tells a live subscriber from voicemail. Learn more IVR (phone menu) A phone menu that knows about repairs at the caller's building. Learn more Payment reminders Calls to subscribers before a disconnection for nonpayment. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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