BPM for communication service providers
End-to-end BPM solutions for telecom and communication service providers
Running a communication services business today means managing costs that keep climbing, networks that keep expanding, and customers who expect everything to work instantly. Infosys BPM helps CSPs bring order to that complexity. Our communication service provider solutions cover the full operational stack: from billing and provisioning to vendor management, network inventory, and fraud detection so your teams can focus on growth rather than firefighting.
CSPs provide a comprehensive array of telecommunications services , including voice and video calling, instant messaging, email, and collaboration tools, enhancing connectivity for users. We aim to supercharge the interconnected world by equipping communication service providers with advanced technological tools and insights to improve their efficiency and effectiveness, thereby helping grow their bottom line. Our BPM offerings include order & provisioning management, inventory & asset management, invoice processing, payment management, cost allocation, dispute management, vendor management, and reporting for internet service providers.
Where CSPs are losing operational ground?
Most telecom and communication services operators are managing the same set of pressure points: billing disputes that drag on, provisioning cycles that slow down new customer activation, vendor contracts that no one is actively optimising, and back-office costs that grow faster than revenue.
The challenge isn't a lack of data it’s that the processes sitting underneath the network haven't kept pace with the network itself. Orders fall through gaps between systems. Dispute resolution takes weeks when it should take days. Inventory databases go stale. And as 5G and CaaS rollouts accelerate, those gaps get wider.
Infosys BPM works with wireline, wireless, and cable operators to close them.
Insights
What we've delivered for communication service providers
28% cost reduction
Over $366K in annual telecom expense savings unlocked for a global enterprise client after identifying 1,000+ unassociated numbers and 130+ unused devices across their mobile ecosystem.
80% fewer fraud-related complaint calls
Deep analytics applied across a 15-year telecom partnership identified 2,500 fraudulent customer accounts and cut complaint call volumes by 80%, stemming losses of 50K AUD.
99% drop in unauthorized billing enquiries
AI-based customer profiling eliminated a systemic account takeover problem that manual review had failed to catch, reducing billing dispute contacts to near zero.
40% increase in digital sales
A customer intelligence tool built for a regional telecom operator drove a 40% uplift in digital sales for core internet products, reduced complaints to a 10-year low, and delivered AUD 720,000 in annual cost savings.
Why communication service providers choose Infosys BPM?
Our offerings for the communication services sector includes order & provisioning management, inventory & asset management, invoice processing & payment management, cost allocation & dispute management, vendor management, and reporting & support services.
Invoice processing & payment management
- Vendor invoice collection & uploading
Cost allocation & dispute management
- Budgetary allocation and reports
- Cost recovery & financial chargeback allocation for network operators
Vendor management
- Manage vendor and partner contracts lifecycle
- Wireless plan optimisation
- Circuit services optimisation
Reporting & support services
- End-user support functions
- Reporting & spend analytics
Order & provisioning management
- Order requests and approval
- Order placement & order management
- Order fulfillment
- Inventory inputs (web catalogue creation & maintenance)
- Order reports
Inventory & asset management
- Inventory reports
- Inventory database
Invoice processing & payment management
- Vendor invoice collection & uploading
Cost allocation & dispute management
- Budgetary allocation and reports
- Cost recovery & financial chargeback allocation
Vendor management
- Manage vendor and partner contracts lifecycle
- Wireless plan optimisation
- Circuit services optimisation
Reporting & support services
- End-user support functions
- Reporting & spend analytics
Order & provisioning management
- Order requests and approval
- Order placement & order management
- Order fulfillment
- Inventory inputs (web catalogue creation & maintenance)
- Order reports
Inventory & asset management
- Inventory reports
- Inventory database
Invoice processing & payment management
- Vendor invoice collection & uploading
Cost allocation & dispute management
- Budgetary allocation and reports
- Cost recovery & financial chargeback allocation
We offer mobile device management (MDM) services that include asset management, provisioning management, policy & security management, application & document management, helpdesk support, and emergency management for BYOD.
Compliance, security, and delivery you can rely on
Telecom and communication services engagements involve sensitive customer data, complex regulatory environments, and SLA commitments that can't slip. Infosys BPM operates with the security frameworks, data governance standards, and compliance posture that CSP procurement teams require as a baseline not as an optional extra.
Our delivery model spans onshore, nearshore, and offshore, giving communication service operators the flexibility to balance cost, time zone coverage, and data residency requirements depending on their regulatory environment. We hold relevant quality and security certifications across our delivery centres and apply them consistently across every CSP engagement.
Seamlessly connect people, businesses, and devices
Telecom BPO success stories
Bringing values to businesses through our products and services
Case Study
Case Study
Case Study
Our communication service provider BPM offerings
How we deliver business value to the communication service
Explore services
Rewards & recognitions
Awards & analyst recognitions won by Infosys BPM
Challenges and solutions for communication service provider solutions
Infosys BPM works with wireline, wireless, and cable operators, as well as internet service providers and operators deploying next-generation services such as CaaS and CPaaS. Our BPM solutions are designed for the operational scale and complexity that enterprise-grade CSPs deal with not one-size-fits-all outsourcing.
Infosys BPM's CSP services cover the full operational stack from invoice processing, vendor management, and inventory to order fulfilment and reporting. Our case work shows outcomes across both back-office efficiency and subscriber-facing metrics, including a 40% increase in digital sales and a reduction in customer complaints to a 10-year low for a telecom operator we partnered with.
Automation is central to how Infosys BPM runs CSP engagements. Our approach covers AI-based analytics and process automation across high-volume workflows including invoice handling, order management, and fraud detection. For one telecom client, AI-based profiling identified 2,500 fraudulent accounts and reduced unauthorized billing enquiries by 99% a result that manual review had failed to achieve.
Every engagement starts with the specific operational challenge the CSP is facing whether that's expense leakage, provisioning gaps, fraud exposure, or network inventory accuracy. Infosys BPM has built partnerships with communication service providers that span over 15 years, with services expanding as operational needs evolve. The case studies on this page reflect the range of what those engagements deliver, from $366K in annual telecom expense savings to a 10-year low in regional customer complaints.
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