Otera + CSG
CSG handles billing and revenue management for communications providers, and Otera autonomously resolves the exceptions that impact customer experience and cash flow.
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Table of Contents
Overview
CSG provides business support systems to over 900 clients across 120 countries, generating $1.2 billion in revenue from billing, revenue management, and customer experience solutions. The platform processes charges and manages customer interactions, but billing disputes, payment exceptions, and complex decisions still require manual handling. Otera's AI agents take over the decision layer, autonomously evaluating situations and completing resolutions.
How It Works
Otera works alongside CSG, transforming billing exceptions into resolved outcomes.
- Access billing data: Agents retrieve customer accounts, charge details, and payment histories from CSG, establishing context for autonomous processing.
- Resolve payment exceptions: Otera evaluates failed payments, disputed charges, and credit situations against policy rules, determining appropriate actions automatically.
- Process adjustments: AI agents handle customer experience, credit requests, billing corrections, and account modifications end-to-end, applying business logic autonomously.
- Escalate appropriately: When exceptions involve high-value accounts or regulatory considerations, Otera routes them with full context and recommended resolutions.
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