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Enhancing the Effectiveness of Rolling Forecast
wireline telecom BPM services

holistic BPM services for wireline operators, network management to digital transformation

Wireline telecom services and BPM solutions for communication service providers

Infosys BPM provides wireline telecom services and BPM solutions for communication service providers managing copper, fiber, and legacy wireline networks. Our wireline BPM operations span the full provider lifecycle: network management and fault diagnostics, access management and local number portability, billing operations (including convergent billing) and collections, order management, and enterprise portal management. We support telecom operators in modernizing wireline operations, optimizing network performance and service availability, and accelerating digital transformation across customer-facing and back-office processes.

Infosys BPM wireline telecom services combine deep telecom domain expertise with the Infosys Topaz AI-first framework, integrated automation across network and revenue operations, and global delivery scale across Infosys Limited's 350,000+ employee base. Our wireline BPM operating model is designed for telecom operators managing legacy wireline infrastructure alongside fiber and next-generation network investments, supporting CSPs in protecting margin, improving customer experience, and extending the operational life of wireline assets while transitioning to digital service models.

  • Data Enrichment: Link customer data to service data and network inventory
  • Cost Leakage: Invoice audits of AP/ AR to/ from other LECs
  • Data Inconsistencies: Clean data inconsistencies between different data sources and data refresh
  • Fault Management

  • Network fault detection and isolation across wireline access, transport, and aggregation layers
  • Root cause analysis and ticket triage for network performance issues
  • Coordination with field operations for fault resolution
  • SLA performance monitoring and reporting for enterprise and consumer wireline customers

  • LNP request processing and order management across porting workflows
  • Coordination with NPAC (Number Portability Administration Center) and donor/recipient carriers
  • LNP order validation, exception handling, and SLA tracking
  • Customer communication and porting status updates

  • Identity and access management for wireline customer accounts and self-service portals
  • Provisioning and de-provisioning of access for enterprise wireline services
  • Role-based access control across customer-facing and back-office systems
  • Audit trail and compliance reporting for access events

Cable disconnect protection

  • Bill processing for wireline customers across consumer, SMB, and enterprise segments
  • Dispute management, billing adjustment workflows, and revenue recovery operations
  • Collections operations for delinquent wireline accounts including early-stage and recovery collections
  • Bill format management, taxation, and regulatory billing compliance

  • Unified billing operations across wireline, broadband, and bundled service portfolios
  • Charge capture and rating for converged service catalogs
  • Inter-carrier settlement processing for shared wireline/wireless services
  • Convergent invoice production, dispute management, and customer query resolution

  • Directory listing management for white pages and yellow pages publications
  • Directory assistance database management and update workflows
  • Listing change order processing for residential and business wireline customers
  • Directory revenue audit and inter-carrier directory compensation operations

  • Self-service portal operations for enterprise wireline customers
  • Portal content management, user experience analytics, and feature optimization
  • Service catalog management, order self-service, and ticket self-service workflows
  • Portal user support, query resolution, and feature adoption operations

  • End-to-end order management for wireline service activation, modification, and disconnection
  • Order validation, credit check coordination, and provisioning workflow management
  • Inter-system order orchestration across CRM, billing, OSS, and field service systems
  • Order fallout management, exception handling, and SLA tracking

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Why choose Infosys BPM for wireline telecom?

Infosys BPM combines deep wireline telecom domain expertise with global delivery scale, AI-led operations, and a comprehensive BPM services portfolio spanning the full wireline provider lifecycle. Communication service providers managing wireline operations alongside fiber and next-generation network investments select Infosys BPM for four reasons:

Comprehensive wireline BPM service breadth: End-to-end wireline operations support across 9 service categories under unified governance — including network management, fault diagnostics, access management, local number portability, cable protection, billing and convergent billing, directory services, enterprise portal management, and order management.

Global delivery scale of Infosys Limited: Backed by Infosys Limited's 350,000+ employee global delivery infrastructure across multiple time zones and geographies, supporting 24/7 operations critical for wireline network availability.

Topaz AI-first framework integrated across telecom operations: Infosys Topaz applies AI, automation, and analytics across wireline network operations, billing, and customer service workflows, accelerating cycle time and improving service availability.

Telecom domain expertise across legacy wireline and next-generation network operations: Operating model designed for telecom operators managing wireline infrastructure during the transition to fiber, next-generation IP, and 5G — protecting margin on legacy assets while supporting digital transformation.

Challenges and solutions - wireline telecom BPM services

Telecom operators in active fiber and next-generation network transitions face a dual operational requirement: maintaining cost-effective operations of legacy wireline assets while investing in new network infrastructure. Effective wireline BPM outsourcing addresses both: protecting margin on declining-but-still-revenue-generating wireline operations through automation and offshore scale, while freeing internal teams to focus on fiber rollout, 5G integration, and new service development. The right operating model treats wireline operations as a managed-decline asset where BPM providers optimize cost, compliance, and customer experience throughout the asset lifecycle. Infosys BPM wireline services are designed for telecom operators managing this dual transition, supporting margin protection on legacy wireline alongside operational excellence for next-generation networks.

Communication service providers typically outsource four wireline operation categories to BPM partners: network management operations (fault diagnostics, access management, cable protection, network monitoring), customer lifecycle operations (order management, local number portability, directory services, enterprise portal management), revenue operations (billing, convergent billing for bundled services, collections, dispute management), and data operations (data cleansing, customer data enrichment, network inventory management). High-touch strategic operations (network engineering, regulatory affairs, executive customer relationships) typically remain in-house. Infosys BPM wireline services cover all four outsourceable categories under unified operational governance, allowing telecom operators to manage wireline operations with one partner instead of multiple specialist vendors.

AI and automation transform wireline operations across four operational layers: network operations (anomaly detection in fault patterns, predictive maintenance for cable plant, AI-augmented root cause analysis), customer operations (chatbots and AI assistants for wireline service inquiries, automated dispatch optimization, predictive churn analysis), revenue operations (automated billing dispute resolution, RPA for collections workflows, AI-driven revenue assurance), and decision support (network performance analytics, customer experience analytics, operational dashboards). Infosys BPM applies the Infosys Topaz AI-first framework across wireline telecom operations, integrating AI and automation into network management, billing operations, order management, and customer service workflows to improve cycle time, service availability, and operational efficiency.

Telecom operators evaluating wireline BPM providers should assess five dimensions beyond surface capability claims: telecom domain depth (wireline-specific operational expertise across legacy and next-generation network operations), service breadth (single-provider coverage across network, customer, and revenue operations vs. multi-vendor specialist model), AI and automation integration maturity (operational AI deployments embedded in wireline workflows vs. pilot-stage), global delivery scale (24/7 operations capability across time zones, important for network availability), and commercial model flexibility (consumption-based, outcome-based, or transaction-based engagement structures). Infosys BPM combines comprehensive wireline service breadth across 9 operational categories, the Infosys Topaz AI-first framework, and Infosys Limited's 350,000+ employee global delivery scale to support telecom operators managing complex wireline operations during their fiber and next-generation network transitions.

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