Telecommunication

Telecommunication

Digital telecom customer services that scale

Platforms and journeys for acquisition, care, and commerce across web, app, and retail

For more than two decades, iHorizons has partnered with telecom operators to modernize digital channels and core customer journeys. We work with Ooredoo in Qatar, Kuwait, Algeria, and Iraq (Asiacell), to deliver practical platforms that improve acquisition, self-care, and monetization. Our focus is simple: dependable systems, clear integrations, and Arabic-first experiences that reduce cost to serve and lift customer satisfaction.

What we do for telecom

  • transformation strategiesTarget operating models, roadmaps tied to KPIs, and a phased plan for channels, care, and commerce.
  • Omnichannel customer engagementConsistent experiences across websites, mobile apps, contact centers, kiosks, retail POS, and social. Personalization and offers are managed centrally, with clear rules and measurements.
  • Data and monetizationCustomer analytics, segmentation, and offer engines. Product catalogs, bundles, and cross-sell flows connected to billing and CRM. BI dashboards for churn, ARPU, and NPS.
  • Self-care and serviceAccount management, usage and bills, recharges, add-ons, roaming, number services, and support. Clear SLAs, audit trails, and secure identity.
  • Commerce and marketplaceDevice and accessory sales and fulfillment integrations.
  • AI for care and operationsSearch and assistants over knowledge bases, call and chat analytics, document digitization, and content distillation for faster responses and lower AHT.

Integration

  • BSS and OSS integration with CRM, billing, charging, product catalog, order management, provisioning, and fault systems
  • Identity and access with SSO and MFA
  • Payments, tax, shipping, and logistics partners
  • Data platforms, warehouses, and CDPs for analytics

Platforms and architecture

  • CMS and DXP for content and campaigns
  • Headless commerce and APIs for storefronts and apps
  • App frameworks for native iOS and Android, and PWAs where reach matters
  • Cloud and containers on Azure, Google Cloud, and AWS with AKS, GKE, and EKS
  • Observability with logs, metrics, traces, and real-user monitoring

Typical programs

  • New self-care app and web with shared services
  • Marketplace launch for devices and services
  • Dealer and partner portals with pricing and commissions
  • Contact center knowledge and conversational analytics
  • Campaign and offer management with controlled experiments

Outcomes to expect

  • Higher digital adoption and lower contact rate
  • Faster checkout and improved conversion
  • Better NPS and reduced churn through clearer journeys
  • Improved time to market for plans and offers
  • Lower cost to serve through automation and reuse

Why iHorizons

  • Deep telecom experience in the region and Arabic-first delivery
  • Long-running programs with Ooredoo and Asiacell
  • Strong BSS/OSS integration track record
  • ISO-aligned practices for security, quality, and service management
  • Local teams with knowledge transfer to operator staff
Reference Projects