Telecom Software: BSS/OSS, Billing, Network Monitoring and Customer Portals for Service Providers

The telecom industry operates in one of the most competitive markets in the world. The rollout of 5G networks demands billions in investment while average revenue per user (ARPU) is under pressure from OTT competition and budget operators. Regulators maintain strict oversight on market power and consumer protection, and the European Digital Markets Act introduces additional requirements for dominant platform players. Customers expect a seamless digital experience: signing up for a plan in minutes, real-time visibility into usage and costs, and self-service capabilities that make them independent of customer service agents. The rise of eSIM technology makes switching providers easier than ever, turning retention into a top strategic priority. Yet many providers still run BSS/OSS landscapes that are decades old and were originally designed for a world of fixed telephony only. Billing systems cannot consolidate convergent products (mobile, fixed, broadband, television, IoT) on a single invoice. Provisioning new services takes days or weeks rather than minutes due to manual steps and insufficient system integration. Network monitoring is reactive: outages are only discovered when customers complain, while predictive monitoring could have prevented them. The explosive growth of IoT connectivity adds another dimension: millions of devices each requiring their own connectivity profile, billing model and lifecycle management. Custom software gives telecom companies the ability to address these legacy challenges incrementally without operational disruption. Modern self-service portals give customers real-time insight and control. Convergent billing systems support flexible bundles and promotions. Automated provisioning reduces service activation to minutes. Predictive network monitoring detects anomalies before they cause outages.

Pain points

• Complex network infrastructure with limited real-time monitoring and slow fault detection, meaning outages are discovered only when customers complain and mean time to repair remains unnecessarily high
• Outdated billing systems that cannot support convergent products, dynamic bundles and promotions, requiring weeks of IT development before new commercial propositions can be launched
• High customer churn due to a customer portal lacking basic functionality, opaque invoices that generate queries and a contact centre overwhelmed by requests that could have been handled through self-service
• Slow service provisioning where activating new services or processing changes takes days rather than minutes, frustrating customers and causing missed revenue opportunities
• Fragmented OSS/BSS systems communicating via point-to-point integrations, where every system change triggers a cascade effect and operational complexity grows exponentially
• Limited insight into customer behaviour and usage patterns, preventing timely identification of churn risk and leaving upselling opportunities unexploited
• Growing pressure from IoT connectivity and eSIM management requiring new capabilities not supported by the existing system architecture
• Inability to launch new commercial propositions quickly because every new product or promotion requires weeks of IT development and regression testing before it can be deployed to production

Our solutions

• Network monitoring platform with real-time dashboards, machine learning anomaly detection and predictive alerting that flags potential outages before they impact customers. The system correlates events across multiple network elements to identify root causes faster
• Convergent billing system combining all products (mobile, fixed, broadband, television, IoT) on a single invoice with support for flexible bundles, discounts, promotions and usage-based pricing. New tariff structures are configured by product managers without IT involvement
• Self-service customer portal with real-time usage insight, bundle management, invoice history and proactive outage notifications. Customers handle upgrades, downgrades and add-ons themselves, significantly reducing contact centre volume
• Automated service provisioning that activates new services within minutes by orchestrating network, billing and customer management systems. Zero-touch provisioning eliminates manual steps and drastically shortens time to service
• Integrated OSS/BSS architecture with a service-oriented middleware layer that seamlessly connects disparate systems and replaces point-to-point integrations with a scalable, maintainable architecture
• Churn prediction and customer value analysis based on usage patterns, contact history and sentiment data, enabling retention teams to proactively intervene with customers showing elevated departure risk
• Product and promotion catalogue with a no-code configurator enabling product managers to define and launch new subscriptions, bundles and promotions without depending on IT development cycles, including A/B testing of commercial propositions

Benefits

• Noticeably faster fault detection and resolution through predictive network monitoring that flags anomalies before they cause customer impact, significantly reducing mean time to repair and improving network quality
• Lower customer churn through a modern self-service portal, transparent billing and proactive communication that gives customers a sense of control over their subscription and costs
• Higher ARPU through flexible bundling, intelligent upselling in the customer portal and the ability to quickly launch new convergent propositions that respond to changing customer needs
• Significantly shorter activation time for new services through automated zero-touch provisioning, giving customers their ordered service within minutes rather than days of waiting
• Lower operational costs through reduced contact centre volume via self-service, automation of provisioning and billing, and replacement of manual processes with event-driven workflows

Technologies

Our approach

Telecom projects start with an inventory of your BSS/OSS landscape, customer systems, network infrastructure and operational processes. We map existing integrations, analyse data flows between systems, identify the systems with the highest impact on customer experience and operational efficiency, and define a modernisation roadmap that accounts for continuity of your daily operations. The approach is modular and phased: we typically start with customer-facing systems (portals, self-service) because they deliver the fastest visible results and immediately reduce contact centre volume. Order flow and provisioning follow, and finally integration with network and billing systems. Legacy systems are exposed via API layers so they can be replaced in phases without operational disruption. Each module undergoes thorough testing under production-like conditions with simulated peak loads before moving to the production environment. After go-live we continuously monitor performance and optimise based on operational data.

How to measure success?

Key KPIs for telecom software include churn reduction percentage compared with the pre-implementation baseline, average customer satisfaction score (CSAT), self-service adoption rate (percentage of customer interactions via the portal versus contact centre), average order fulfilment time from purchase to activation, cost per customer interaction, and mean time to repair for network incidents. We also monitor time-to-market for new products and convergent billing adoption rate. Reporting is delivered through integrated BSS dashboards with real-time data and historical trend analysis.