Entering orders, reporting and tracking trouble tickets, and generating various reports are critical operational activities for telecom companies and their business partners such as Competitive Local Exchange Carriers or other wholesalers/dealers/retailers with disparate order management and trouble ticketing systems. This often involves manual re-keying of data.

Automating such partner related business processes and integration between the partner's and the CSP's systems are a must to improve customer experience, quicker activation of services, and faster resolution of trouble tickets.

Mphasis eBonding solution enables seamless communication between the partner's and the CSP's IT systems, resulting in faster service provisioning and incident resolution directly impacting fulfillment and service assurance functions of both the CSP and the partner. These in turn increases revenue, improves productivity of care function, reduces cost and leads to improved customer satisfaction and retention.

The eBonding Framework

Our Offerings

Mphasis eBonding services help telecom companies to automate:

  • Ticket management between the CSP and the business partner/customer
  • Order management process between the CSP and the business partner/customer
  • Request management process between the CSP and its partner/customer
  • Change management process between the CSP and its partner/customer

Mphasis eBonding solution offerings are based on standard solutions such as:

  • Service oriented architecture and Enterprise Application Integration
  • Industry standard protocols such as ebXML, SOAP, XML, HTTPS, HTTP, FTP, Rosetta Net etc.

The Mphasis Advantage

Benefits for telecom companies include:

Shorter Cycle Time: eBonding facilitates fast and efficient logging of tickets leading to shorter cycle time for ticket management. An average of 30 minutes savings can be achieved per ticket

Cost Savings: Savings of about $11-12 per ticket is achieved for the telecom providers

Security: Ensures security of the interaction between the Telco and its trading partners through SSL and user authentication, providing data safety and integrity

Increased Customer Satisfaction: Seamless communication between the partner's and the CSP's IT systems ensures improved customer satisfaction and retention

Benefits for Partners include:

Reduction in Service Provisioning Time and Network Outage Time: Enables partners to be quick in servicing their customers providing competitive advantage

Reduced Operation Cost and Manual Work: Enables productivity improvement in order management and service assurance functions

Client Stories

Mphasis eBonding solution helps a US Telecom Company to automate their order fulfillment process with their business partners. The client is a leading telecom provider in North America. The company provides data, voice, and managed services to business, government, and wholesale customers in local, national, and few international markets.