Industries · Telecom
The customer called twice. Status was sitting in OSS.
Plutonic builds telecom software and AI for care, assurance, and partner ops — tickets, orders, and dealer workflows tied to the BSS/OSS you already run.
- Your agent hunts four screens while the caller reads the same PNR back
- Assurance tickets bounce NOC to field to vendor with no single timeline
- Dealers wait weeks on KYC and then fight you on commission in Excel
- Activation is 'in progress' for three days and nobody can say which hop
Overview
What a telecom ops lead actually needs from software
Challenges
If this is your week, keep reading
The agent is the integration layer
Simple status answers take a hunt across systems while the caller waits.
- Four logins for one 'where is my order'
- Wrap-up is copy-paste into the CRM
- The bot guesses because it cannot see OSS
The incident has three owners. Meaning none.
NOC, field, and vendors pass the ticket without a trail the next shift can use.
- SLA clock runs while people argue whose queue
- Vendor update arrives on WhatsApp
- RCA is a slide, not the timeline
The dealer is stuck in paperwork
Onboarding, inventory, and commissions live in portals nobody finishes and sheets nobody trusts.
- KYC packs bounce for a missing stamp
- Stock the dealer sees is not the stock you have
- Commission disputes eat the channel manager's week
Activation is a black box
Fulfillment updates arrive late, so customers call and agents escalate into the void.
- Milestone names only engineering understands
- No proactive ping when a hop fails
- Repeat contacts before the SIM is live
Solutions
What we put on the care desk and in the NOC
Solution 01
An answer the agent can defend
The mess
Agents and bots cannot find trustworthy status quickly.
What we put in
Status and knowledge assistants grounded in approved systems — citations, role access, and a human takeover when money or identity is in play.
- One search across the systems you already pay for
- Citation, not a hallucinated plan name
- Takeover when the case is sensitive
Solution 02
An incident with a name on it
The mess
Tickets stall across NOC, field, and vendors.
What we put in
Incident workflows that assign an owner, keep the SLA visible, and hold every action on one timeline.
- Owner before the second bounce
- Vendor update in the ticket, not chat
- Timeline the RCA can quote
Solution 03
A partner portal the dealer will finish
The mess
Channel partners drown in KYC loops and unclear commissions.
What we put in
Onboarding, inventory, and commission visibility with document intake a dealer can complete on a phone.
- KYC status the dealer can see
- Stock that matches the warehouse
- Commission the channel manager does not rebuild in Excel
Solution 04
Order hops the customer can see
The mess
Activation progress is invisible until someone calls.
What we put in
Milestone tracking across fulfillment systems, with a push before the caller is angry.
- Named hop, named owner
- Fail ping to ops, not a silent stall
- Agent and customer see the same status
Capabilities
What we actually build for telecom
01
Care copilots with a citation
Grounded answers, next action, and wrap-up — the agent still owns the call.
- Approved systems only
- Next action on the ticket
- Human on identity and money
02
Self-serve that actually resolves
Plan changes, tickets, and status without a call when the system can tell the truth.
- Status the app can show
- Escalate when it cannot
- Fewer 'let me transfer you'
03
Assurance & incident workflows
Network events, field jobs, and vendor actions on one ticket.
- Owner and SLA on the incident
- Field job linked
- Vendor in the trail
04
Partner & dealer portals
Onboarding, inventory, and commissions a channel team will use on a phone.
- KYC with a status
- Stock the dealer trusts
- Commission without a dispute pack
05
Order & activation tracking
Milestones across provisioning so 'in progress' has a meaning.
- Named hops
- Fail before the second call
- Same status for agent and customer
06
Document intake for KYC packs
Extract and check partner documents with a human gate before anything goes live.
- Missing page flagged
- Human on the reject
- Pack in the record, not email
07
BSS/OSS integration layers
Connect care, orders, and partners without a brittle point-to-point script.
- Systems you already run
- No greenfield fantasy
- Audit on the hop
08
Ops dashboards people open
Queue health, SLA risk, and repeat-contact hotspots for the person who owns the floor.
- Aging tickets
- Activation stalls
- Role-based, not a 40-chart pack
Use cases
Jobs a telecom ops lead will pay for
Cut handle time on 'where is my order'
Give agents one grounded path to status and the next action.
- One queue first
- Citation on the answer
- Wrap-up that is not copy-paste
Shorten incident MTTR
One owner, one timeline, vendor updates in the ticket.
- No WhatsApp RCA
- SLA visible on the floor
- Handover the next NOC shift can open
Get dealers live without a paper war
Onboarding and commissions the partner can finish without the channel manager as clerk.
- Phone-first KYC
- Stock they can sell
- Fewer commission fights
Stop the second activation call
Push a hop update before the customer is on hold.
- Fail ping to ops
- Customer-visible milestone
- Repeat contacts drop
Recommended services
Where to start in our practice
Why it matters
Why telecom teams stay with us
We talk MTTR and AHT, not chat novelty
If we cannot name the queue, the hop, and the dealer, we do not belong in the kickoff.
- Resolution speed
- Repeat contacts
- No buzzword kickoff
AI that is allowed to be wrong only in a sandbox
Grounding, access control, and a human when the customer can lose money or service.
- Citation required
- Role on the answer
- Takeover on sensitive cases
We plan around BSS/OSS, not a greenfield
Your stack is the constraint. We design to it.
- No rip-and-replace as the pitch
- Pilot one journey
- Rollback ops will accept
Portals a dealer under time pressure will finish
Channel UX is a phone at 9pm, not a training workshop.
- Big targets
- Status the dealer can see
- Less WhatsApp with the channel manager
FAQ
Telecom questions
Yes — when it is grounded in approved systems, scoped by role, and paired with human takeover for identity, billing, and disconnects.
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