CSG Encompass
Billing and customer care for the world’s biggest telcos, without the legacy drag.
Tier‑1 operators are under pressure from every side
If you run billing and customer care for a Tier‑1 operator, your world is only getting more complicated.
You’re juggling multibillion‑dollar revenue streams across mobile, fixed, broadband, IoT, wholesale, and digital services—often in multiple countries, with different brands, regulations, tax rules, and contract structures. You’re rolling out 5G, fiber, and B2B2X offerings while still supporting “yesterday’s” products on stacks that are already stretched. And you’re doing it under intense regulatory scrutiny, margin pressure, and rising customer expectations.
Legacy billing and care platforms weren’t built for this reality. They creak under complex enterprise hierarchies, multi-party commercial models, and the volume and velocity of Tier-1 traffic. You end up with:
Multiple billing stacks and product catalogs per line of business
Fragmented views of the same customer across products, brands, and regions
Slow, risky upgrades that stall innovation
Long bill run windows and manual work to find and fix anomalies
Agents bouncing between systems to answer a single billing question
All these inefficiencies add up to a higher cost to serve and more revenue at risk. They leave you with an operations team that spends too much time maintaining the existing solution instead of focusing on what comes next.
It’s time for a billing and customer care platform that was actually designed for Tier‑1 complexity so you can have the deployment flexibility your strategy demands.
…then you are expected to “demonstrate PCI compliance”
Meet CSG Encompass
The solution already exists. CSG Encompass is a next-generation, evergreen, convergent billing and customer care platform built for Tier-1 operators who need to monetize complex portfolios at scale without locking themselves into a single cloud, architecture, or business model.
Tier-1 operators worldwide can use Encompass to:
Monetize complex consumer, enterprise, and B2B2X services across mobile, fixed, broadband, IoT, wholesale, and 5G
Unify charging, invoicing, accounts receivable, and revenue management on a single, TM Forum‑aligned platform
Give agents total visibility of each customer products, usage, bills, payments, disputes, and collections—in one place
Deliver more than 120 ready‑to‑use, telco‑specific use cases aligned with TM Forum user journeys with built-in configuration and extension points to support your key differentiators
Run in their own data center, cloud account, or CSG’s cloud, using the same modern, Kubernetes-based architecture everywhere
Embed emerging AI and AIOps capabilities for anomaly detection, revenue optimization, and smarter care experiences
Built for real Tier‑1 complexity
Most platforms can handle a few million consumer accounts on a single product line. Tier‑1 operators’ needs extend far beyond that, and generic solutions simply aren’t engineered to accommodate them. Encompass was designed for telco complexity. That’s what makes it different: a customer-centric billing model that spans deep enterprise hierarchies, multiple lines of business, and multi‑party relationships—and does it without turning every change into a reinvention.
With Encompass, leaders can retire fragile legacy stacks, simplify and standardize systems, and still handle the real world messiness of Tier‑1 billing and customer care without reinventing the core flows market by market.
Ready for B2B2X and partner ecosystems
Tier-1 growth is increasingly driven by multi-party models—wholesale, MVNE/MVNO, marketplaces, partner offers, industry-specific ecosystems, and 5G-enabled services. Encompass is built to handle multi-party, revenue-share, and SLA-linked models at scale. With Encompass, you can:
Charge and settle with multiple parties on the same transaction
Support outcome‑based, usage‑based, or SLA‑linked commercial structures
Run multi‑sided B2B2X and partner ecosystems without bolting on custom logic for each new initiative
Instead of creating one-off snowflake solutions, you standardize on a platform that already understands the commercial patterns Tier-1 operators require.
Customer‑centric, not account‑centric
Encompass was designed around how your customers actually structure their businesses, not how legacy billing systems wish they did. It natively supports:
Complex B2B, enterprise, and government hierarchies with unlimited depth and breadth
Multiple legal entities, cost centers, roll‑ups, subsidiaries, and regions
Consolidated and segmented invoicing that matches your customer’s finance structure
A single view of exposure and obligations across all services
Other billing systems try to fit everything into an oversimplified account tree that breaks under scrutiny.
Encompass understands that customers have sprawling organizations, and gives you the power to align credit controls, reporting, disputes, and collections to the real structure of a Tier-1 enterprise.
One platform across all lines of business
Instead of separate stacks for mobile, fixed, broadband, IoT, wholesale, and emerging services, Encompass uses one customer-centric billing model to cover them all. You get:
A single product and service catalog across consumer and enterprise offerings
Consistent rating, discounting, and bundling rules across brands and markets
Shared controls for taxation, GL mapping, and revenue recognition
A unified view of usage, charges, and commitments per customer or group
This model eliminates the headaches of fragmentation. With Encompass, Tier-1 operators report fewer systems to maintain, fewer integrations to manage, and far less duplication of effort every time they change a core billing rule. That’s time and money back.
Reconnecting the complex quote‑to‑cash process
Tier‑1 enterprise and B2B2X deals span multiple sites, services, and partners, and they extend across multi-year contracts. The deals aren’t simple, but the quoting and ordering must be streamlined. Every disconnect between CPQ, catalog, order management, and billing turns into fallout, rework, and revenue risk. It costs you more than just energy—it loses deals.
Encompass reconnects the quote-to-cash process. It’s ready to operate inside a best‑of‑suite CSG enterprise ecosystem, including:
CPQ (configure, price, quote)
Enterprise product catalog (EPC)
Order management (OM)
With a unified, TMF-aligned catalog and lifecycle from design-time catalog to CPQ to order management to billing, you get:
Cleaner hand-offs and fewer order fallouts
Consistent pricing and discount logic from quote through bill
Faster time to market for complex enterprise and partner offers
For Tier-1 operators embedded in B2B2X, this is the difference between “we can technically do it” but losing at the margins later, and “we can repeatedly do it, at scale, without burning the business every time.”
AI‑powered insights, rooted in reality
AI has real value in billing and care—but only when it’s grounded in the data and workflows that actually run your business.
Encompass focuses AI and AIOps on strategic opportunities to directly improve revenue protection, customer experience, and operational efficiency:
AI‑powered billing anomaly detection to flag unusual charges, usage patterns, and rating defects before they hit customers or the P&L
AI‑driven CSR assists and next‑best‑action (roadmap) to suggest likely resolutions, offers, or follow-ups inside the care desktop, cutting handle time and rework
Collections and bad‑debt risk scoring to prioritize treatments and promises‑to‑pay for better cash outcomes with less churn
Personalized offers and journeys based on usage, value, and risk—not guesswork
This is not a bolt-on feature. Because AI is embedded in a platform that already knows your accounts, hierarchies, and transactions in detail, you can apply it with confidence.
Evergreen by design, not upgrade by trauma
Legacy billing platforms turn every release into an expensive mini-transformation: custom logic tangled with product code, unclear impact radius, and massive manual regression testing. The safest option becomes standing still—and that’s how “modern” platforms lose their value.
With Encompass, you know exactly what you’re getting upfront. The platform is built around an evergreen model:
120+ TMF‑aligned, telco‑specific use cases and journeys provide a curated baseline for billing, care, collections, and revenue workflows
Localizations and extensions, built to differentiate your business from everyone else’s, are safely segregated from core platform logic and applied at controlled extension points
New releases are regression‑tested both with and without your extensions before they reach your environment
The outcomes keep you up to date and in control:
Upgrades behave like routine, predictable events, not “all-hands weekend” projects
You stay current on features, security, and performance instead of drifting multiple releases behind
You cut manual regression effort and the operational risk that comes with it
Our evergreen approach is about serving you and your business. It’s a practical way to keep a world‑class billing and care platform moving at the same pace as your network and your commercial strategy.
Convergent billing and customer care on a single platform
In many Tier‑1 environments, billing and customer care still live in separate worlds. Agents swivel between CRM, billing, collections, and knowledge tools just to handle a single call. When this happens, data goes out of sync, customers get bounced around, and NPS suffers. We understand the impact of a positive customer experience. That’s why we designed Encompass to bring convergent billing and purpose‑built telco care together on one platform:
An end to end view of the customer across products, services, usage, bills, payments, disputes, and collections in a modern web UI
Guided workflows for billing inquiries, adjustments, payment plans, dunning, and collections, designed specifically for telco
Case‑based interaction tracking across channels so every contact builds on the last, instead of starting from scratch
For your customers, this convergent platform means:
Faster, more accurate issue resolution, especially for complex enterprise accounts
Fewer repeat contacts and escalations
Lower training time and handle time for agents
A more predictable, less stressful care operation—at Tier‑1 scale
Deployment flexibility on your terms
A “perfect” billing system isn’t perfect if you can’t run it where you need it. Many modern platforms force you into a single public cloud or vendor-hosted SaaS model. That doesn’t work when you have regulatory requirements, data‑sovereignty constraints, existing investments in private infrastructure, or a multi-cloud strategy. Encompass takes a different approach.
Cloud‑agnostic, containerized, and ODA‑aligned
Encompass is cloud-ready, containerized, Kubernetes-based, and aligned with TM Forum ODA and Open APIs. You can deploy it:
In your own data center
In your own public cloud account
In a CSG‑operated cloud environment
This gives you:
Freedom to choose (and change) hosting models over time
Standardized CI/CD, monitoring, scaling, and high availability across environments
A future‑ready infrastructure foundation that supports where Tier-1 operators are going, not where they’ve been
For Tier‑1 operators, this isn’t a “nice to have”—it’s a way to align billing and care with your broader cloud and data‑center strategy, without adding yet another special case to manage.
What Tier‑1 operators are achieving with Encompass
Tier-1 operators across the globe are seeing results after switching to Encompass. In the Philippines, PLDT enterprise customers now benefit from clearer, faster, and more reliable billing thanks to outcomes like:
improvement in customer service billing cases reduction in bill disputes drop in bounced email volume 68% 39% 51% 98%
reduction in bill run time (38 hrs to 12 hrs)
PLDT isn’t alone. With Encompass as your billing and customer care foundation, you can:
Launch new offers and business models faster. Use 100+ TMF‑aligned use cases, a unified catalog, and Open APIs to stand up new consumer, enterprise, and B2B2X propositions quickly—without re-plumbing the stack each time.
Handle Tier‑1 enterprise and government complexity with confidence. Support millions of hierarchy nodes, multi-legal-entity structures, and multi‑party commercial models in one platform, with billing and reporting that match how your customers actually operate.
Improve customer experience and NPS at scale. Give agents a single view and guided workflows so they resolve billing issues on the first contact more often, with fewer escalations and less rework.
Protect revenue and reduce leakage Strengthen rating and invoicing quality, automate revenue recognition, and use AI‑driven anomaly detection to catch issues before they become complaints or write-offs.
Lower TCO and simplify your BSS landscape. Retire fragile, heavily customized stacks and replace them with an evergreen, TMF-aligned platform that reduces system count, custom code, and upgrade effort—on-prem or in the cloud of your choice.
De‑risk transformation and stay current. Standardized journeys, controlled extension points, and pre‑tested upgrades let you modernize incrementally, stay on the evergreen line, and avoid the next legacy trap.
Align billing and care with your infrastructure strategy. Deploy Encompass in your data center, your cloud, or CSG’s cloud, all with the same Kubernetes-based architecture and DevOps model—so you regain control over where and how your mission-critical systems run.
Ready for what’s next
Whether your next move is rationalizing legacy stacks, rolling out new B2B2X and 5G services, or scaling into new markets, your billing and customer care platform will either accelerate that journey or hold you back.
CSG Encompass gives you a Tier‑1‑ready foundation that can:
Handle the complexity you live with today
Flex to the deployment model you need tomorrow
Keep evolving without putting your revenue or reputation at risk
So you can spend less time focusing on the past and more time pursuing what’s next.