For any brand, customer experience (CX) is the top priority and in this scenario, accurate & robust billing can help a telecom service provider to earn the respect of their customers. Remember, organizations that invest in CX strategies for the entire customer journey can improve satisfaction levels by up to manifolds.

1. Transforming Telecom Billing and CX
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Confidentiality
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Disclaimer
The information provided in this document is based on the discussions and very high-level
requirements and not based on any Stated/signed-off requirements document. The
solution and commercials proposed are subject to revision based on the final
requirements. Hence presentation of the materials should not be construed as creating
any obligation for INTENSE to deliver any product, feature or functionality.

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Transforming Billing and CX
The digital revolution has made a huge impact in the telecommunication space. In this
context, automation plays a key role in helping telecom service providers to overcome
certain barriers & challenges. Automation strives to provide a range of benefits to not only
telecoms but also to customers.
For any brand, customer experience (CX) is the top priority and in this scenario, accurate
& robust billing can help a telecom service provider to earn the respect of their customers.
Remember, organizations that invest in CX strategies for the entire customer journey can
improve satisfaction levels by up to manifolds.
To ensure improved customer experience, business organizations need to follow a robust
approach that can help them avoid problems or incidents.
Technological innovation
Digital platforms and solutions offer adaptors that work with legacy systems, create a
consolidated account hierarchy to service their enterprise customer, and seamlessly offer
a self-service experience. With Robotic Process Automation in the backend and a CX
platform in contact center operations, telecommunication companies can stay ahead in
the competition by offering top-class customer service.
The RPAtechnology helps transform the billing process in the telecom spaceand redefine
the customer experience. Also, automation is a perfect fit in this industry as it can easily
handle millions of transactions on a day-to-day basis.
The Adoption of RPA Technology in Telecom Space
1. Purchase Order & Invoice Processing
For the telecom industry, Robotic Process Automation is a perfect fit as it can handle
multiple repetitive organizational tasks in a more efficient and effective way.
RPA provides complete automation based on the complexity of the task and using
software robots to keep backups, monitor networks, conducting periodic maintenance
work, and distributing emails, etc. Further, the Telecommunication industry can use RPA
technology to digitize invoices and emails, thereby helping the employees to save their
valuable time & focus their attention on better revenue generation strategies.

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2. Sales Order Processing
Robotic Process Automation technology in the telecom space can seamlessly carry out
all the business process tasks, which are being performed by the staff. Also, the
application of technology, it can further minimize the manual efforts required in sales order
processing. Therefore, by generating a well-structured workflow based on employees’
actions, this can be easily accomplished.
3. First Call Resolution (FCR)
Technological inventions like Robotic Process Automation will allow software robots to
rapidly access data. It can also assist the contact center agents to address the high
volumes of customer demands on their first call. Also, they don’t have to do repeated
follow-ups.
Further, RPA promotes First Call Resolution rates, thereby helping the telecom firms to
ensure customer retention and loyalty. Customer care processes with higher First Call
Resolution rates will lead to enhanced customer satisfaction and retention.
4. Data Transformation
The Telecom industry depends largely on huge sets of data, which are stored in various
file formats. In this context, the RPA powered software robots can help transform all the
data into a structured and uniform format. Also, technologies like Artificial Intelligence &
Robotic Process Automation can further allow telecom companies to start analyzing
predictive patterns based on structured datasets. Robotic Process Automation here can
help organize the database and on the other hand, Artificial Intelligence can create
predictions continuously with much higher accuracy.
5. Debt Collection
Debt collection process right from payment information updates, due dates to payment
reconciliations, & urgent escalations can easily be automated. Employees can worry less
about the collection and can concentrate more on the services they offer.

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Concluding Thoughts
By leveraging automation and AI, the overall Telecom Billing Process can be simplified.
Robotic Process Automation can allow telecom industries to automate different tasks
across various systems that are most time-consuming, repetitive, labour-intensive, and
high-frequency.
While traditionally, billing was a passive IT functional asset it is now a potential digital
weapon in the TSP’s toolbox to make customers feel comfortable with the billing
experience and drive a more positive long-term Customer engagement. Concise billing as
mentioned before averts revenue leakages while improving operational efficiencies. To
conclude, innovative billing truly lies at the epicenter of transformation. With 5G and IoT
products becoming a norm, TSPs need to be customer-centric NOW. Transparent, clear,
and concise billing communication is the need of the hour as it brings in the much-needed
CX differentiation.
To know more about our self-service capabilities contact us at
digitalmarketing@in10stech.com