Broadband Billing & OSS Integration Support for ISPs and BSPs
Broadband operators do not lose subscribers because someone answered the phone poorly. They lose subscribers when support, billing, provisioning, and network systems are not aligned.
InSite provides outsourced support designed to integrate directly into your existing billing, OSS, and provisioning environment. Whether you operate as an ISP or Broadband Service Provider (BSP), our teams align Tier 1 workflows with your operational stack — not against it.
We are platform-agnostic, process-driven, and operationally disciplined.
Platform-Agnostic Broadband Billing Experience
Broadband providers operate across a wide range of billing and OSS platforms. Our model is built to adapt to your existing systems, including environments such as:
- Elation Systems
- CSG
- Oracle (BRM environments)
- Proprietary or custom broadband billing platforms
We do not require system changes. We integrate into your current billing logic, service states, and provisioning triggers.
Disconnect / Reconnect Workflow Alignment
One of the most common operational breakdowns occurs during service state changes.
Our onboarding process includes detailed mapping of:
- Active vs suspended service states
- Disconnect and reconnect logic
- Past-due workflows
- Payment posting triggers
- Auto-provisioning events
Tier 1 agents are trained on how billing state impacts troubleshooting flow. This reduces miscommunication, improper escalations, and unnecessary dispatch.
OSS & Provisioning Integration
Broadband support cannot operate independently of network provisioning.
Our teams align with your OSS processes to ensure:
- Service order validation before troubleshooting
- Provisioning state verification prior to escalation
- Radius authentication checks when applicable
- VLAN or service profile validation
- Equipment assignment confirmation
We train agents to verify provisioning integrity before escalating to engineering or field teams.
Structured Onboarding for Billing & System Fluency
When integrating with a new broadband operator, we follow a disciplined onboarding model:
Phase 1: Workflow Discovery
- Billing process review
- Escalation pathway documentation
- Service change and provisioning logic mapping
Phase 2: Script Development
- Tier 1 scripts aligned to billing states
- Escalation triggers clearly defined
- Call handling flows adjusted to your environment
Phase 3: Parallel QA & Ticket Review
- Shadowing of live tickets
- Supervisor audit of billing-state interactions
- Documentation refinement
This ensures system fluency before full production launch.
Reducing Operational Friction Between Support & Billing
Misalignment between support and billing creates:
- Repeat calls
- Escalation loops
- Improper disconnects
- Delayed reconnects
- Increased churn risk
By integrating directly into your billing and OSS workflows, we help reduce:
- Repeat call volume
- Improper field dispatch
- Customer frustration tied to billing confusion
- Internal back-office escalations
Support becomes an operational asset, not a liability.
Experience Supporting Calix-Integrated Environments
Many broadband providers operate billing and provisioning workflows tied to Calix environments.
InSite team members hold active Calix Support Cloud certifications and align subscriber experience data with billing and service states.
This coordination allows Tier 1 agents to:
- Validate service experience scores before dispatch
- Cross-check billing status with service performance
- Interpret GPON troubleshooting data alongside provisioning logic
Billing, OSS, and network data must work together. Our model is built around that principle.
Flexible Support Models Built Around Your Stack
We provide:
- Fully outsourced Tier 1 support
- Overflow and after-hours coverage
- Dedicated broadband support teams
- NOC coordination alignment
- White-label subscriber support
Our teams operate inside your systems and follow your workflows — preserving operational consistency and brand continuity.
Why Broadband Operators Choose InSite
Broadband operators choose InSite when they need:
- Multi-platform billing fluency
- Structured onboarding into complex OSS environments
- Reduced dispatch risk
- Escalation discipline
- Support aligned to network architecture and provisioning logic
We do not replace your systems.
We integrate with them.
Schedule a Broadband Operations Review
If you are evaluating outsourced support and need a team capable of integrating with your billing and OSS environment, schedule a 20-minute Broadband Operations Review.
We will review:
- Your billing platform
- Service state logic
- Provisioning workflow
- Escalation thresholds
- Support KPIs
And outline how our team would integrate into your operational stack without disruption.
