Telecom

For telecom operators and ISPs, the AI employee scales billing queries, plan changes, and tech-support calls with ease.

Let your AI employee resolve line and billing calls before they reach a human agent.

For telecom operators and ISPs, the AI employee scales billing queries, plan changes, and tech-support calls with ease.

Fonify for telecom operators

Why telecom operators pick Fonify.

Billing and payment flow

Reads the customer's invoice details, shares due date and amount, and starts a payment-method update.

Plan changes

Reviews the current plan, recommends a fitting one based on usage, and applies the change when the customer agrees.

Tech support pre-screening

Walks the customer through standard steps for connectivity, speed, and modem issues, and escalates anything unresolved.

Password and line management

After secure identity verification, it initiates panel password, line password, and PIN changes.

Outage triage

Detects regional outages, gives a realistic timeline, and avoids unnecessary technician dispatch.

Unlimited lines at peak traffic

On campaign days or during regional outages it opens hundreds of parallel lines, so there is no IVR queue.

What the AI employee does on telecom calls.

Fonify walks the customer through standard modem-reboot steps and opens a technician appointment if the issue persists.

The AI employee reads the invoice line items, records the dispute reason, and routes to the complaints team if it can't resolve it.

Checks current usage data, recommends a suitable plan, and initiates the change in the line system on the customer's approval.

Checks the system's outage records and, for affected customers, shares the estimated repair time without opening duplicate tasks.

The AI employee initiates MNP application steps, executes SIM and eSIM procedures, and completes identity verification and consent flows.

Checks availability calendar, offers suitable time windows, and coordinates field visits with map integration.

Connects directly to your telecom systems.

The AI employee connects to your customer management system, billing infrastructure, and support tools in line with BTK regulations.

Sync with telecom customer management systems like BSCS and Comverse.
Queries to billing and payment infrastructure by customer ID.
Complaint and outage records written to Salesforce and local CRMs.
Technician appointments opened on field-team calendars.

Frequently asked questions

Does the AI employee correctly understand telecom terms like number portability, plan changes, and roaming?

Yes, it knows telecom terms like MNP, roaming, plan upgrades, and billing disputes, along with BTK rules. It discusses these concepts naturally with the customer and routes the call to the right process.

Can Fonify connect to our billing systems, such as BSCS or Comverse?

Yes, Fonify connects directly to telecom billing and customer management systems like BSCS and Comverse. Billing inquiries and plan changes process in real time through these systems, with no separate integration project needed.

Does it transfer unresolved billing disputes or fraud complaints to a human?

Yes, it transfers unresolved billing disputes and fraud complaints to the relevant team. It logs the conversation summary and customer identity. This means the agent doesn't have to listen to the call from scratch.

How many days does it take to integrate with our existing call center line?

Setup usually takes a few business days. Your existing line or switchboard number gets forwarded, and your billing and CRM systems get connected. The system is tested with sample calls before going live.

Note

These sector-specific conversation flows are prepared for you during onboarding. You manage day-to-day usage from the customer panel, and work with the Fonify team whenever you need a new integration or workflow.