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Fonify for telecom operators

Let your AI employee resolve line and billing calls before they reach a human agent.

For telecom operators and ISPs, the AI employee scales billing queries, plan changes, and tech-support calls with ease.

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Let your AI employee resolve line and billing calls before they reach a human agent.
Why Fonify

Why telecom operators pick Fonify.

Billing and payment flow

Reads the customer's invoice details, shares due date and amount, and starts a payment-method update.

Plan changes

Reviews the current plan, recommends a fitting one based on usage, and applies the change when the customer agrees.

Tech support pre-screening

Walks the customer through standard steps for connectivity, speed, and modem issues, and escalates anything unresolved.

Password and line management

After secure identity verification, it initiates panel password, line password, and PIN changes.

Outage triage

Detects regional outages, gives a realistic timeline, and avoids unnecessary technician dispatch.

Unlimited lines at peak traffic

On campaign days or during regional outages it opens hundreds of parallel lines, so there is no IVR queue.

Scenarios

What the AI employee does on telecom calls.

A customer reports slow internet.

Fonify walks the customer through standard modem-reboot steps and opens a technician appointment if the issue persists.

A customer calls to dispute an invoice.

The AI employee reads the invoice line items, records the dispute reason, and routes to the complaints team if it can't resolve it.

A plan upgrade request comes in.

Checks current usage data, recommends a suitable plan, and initiates the change in the line system on the customer's approval.

A regional outage report is coming in.

Checks the system's outage records and, for affected customers, shares the estimated repair time without opening duplicate tasks.

Customer requests number portability, SIM replacement, or eSIM activation.

The AI employee initiates MNP application steps, executes SIM and eSIM procedures, and completes identity verification and consent flows.

Customer requests an appointment for new installation or field service.

Checks availability calendar, offers suitable time windows, and coordinates field visits with map integration.

From theory to the field

One call, start to finish

We don't tell, we show: exactly what happens in one call in this sector.

Telecom
Is this your question: Does it handle billing and line changes from the system?

A subscriber asks why their bill is high this month.

Inbound call0:00
live
  1. Customer0:02· TR

    Bu ay faturam neden yüksek geldi?

  2. Fonify0:06· TR

    Hesabınıza baktım: bu ay 4 GB paket aşımı görünüyor. İsterseniz sizi daha uygun bir tarifeye geçirebilirim.

  3. Customer0:10· TR

    Olur, geçirelim.

  4. Fonify0:14· TR

    Tarifenizi güncelledim, gelecek döneme yansıyacak. Onay SMS'i gönderdim.

What happened behind the scenes
  • Bill details were queried from the subscriber system instantly
  • The plan change was applied in the system
  • The transaction was noted on the account
Result
89%Subscriber calls answered
73%Resolved on first call
< 2 SAverage response
See all sector scenarios
Industry sample call

How the AI employee speaks in this industry

  • Telecom
    0:57
Integrations

Connects directly to your telecom systems.

The AI employee connects to your customer management system, billing infrastructure, and support tools in line with BTK regulations.

  • Sync with telecom customer management systems like BSCS and Comverse.
  • Queries to billing and payment infrastructure by customer ID.
  • Complaint and outage records written to Salesforce and local CRMs.
  • Technician appointments opened on field-team calendars.
Industry FAQ

Top questions from this industry

Does the AI employee correctly understand telecom terms like number portability, plan changes, and roaming?
Yes, it knows telecom terms like MNP, roaming, plan upgrades, and billing disputes, along with BTK rules. It discusses these concepts naturally with the customer and routes the call to the right process.
Can Fonify connect to our billing systems, such as BSCS or Comverse?
Yes, Fonify connects directly to telecom billing and customer management systems like BSCS and Comverse. Billing inquiries and plan changes process in real time through these systems, with no separate integration project needed.
Does it transfer unresolved billing disputes or fraud complaints to a human?
Yes, it transfers unresolved billing disputes and fraud complaints to the relevant team. It logs the conversation summary and customer identity. This means the agent doesn't have to listen to the call from scratch.
How many days does it take to integrate with our existing call center line?
Setup usually takes a few business days. Your existing line or switchboard number gets forwarded, and your billing and CRM systems get connected. The system is tested with sample calls before going live.
Real scenarios

Telecom real call scenarios

See how inbound and outbound calls are handled with Fonify, straight from the call itself.

Related industries

How Fonify works in adjacent industries.

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