CSG Encompass Brochure 2026

CSG Encompass

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 you are expected to “demonstrate PCI compliance” flexibility your…then strategy demands. ©2026 CSG Systems International, Inc. and/or its affiliates (“CSG”)

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CSG Encompass

Meet CSG Encompass

Built for real Tier‑1 complexity

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.

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.

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

©2026 CSG Systems International, Inc. and/or its affiliates (“CSG”)

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.

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CSG Encompass

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

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.

the commercial patterns Tier‑1 operators require.

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.

©2026 CSG Systems International, Inc. and/or its affiliates (“CSG”)

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CSG Encompass

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.

©2026 CSG Systems International, Inc. and/or its affiliates (“CSG”)

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CSG Encompass

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.

©2026 CSG Systems International, Inc. and/or its affiliates (“CSG”)

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CSG Encompass

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

©2026 CSG Systems International, Inc. and/or its affiliates (“CSG”)

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.

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CSG Encompass

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

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

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

©2026 CSG Systems International, Inc. and/or its affiliates (“CSG”)

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CSG Encompass

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:

68% reduction in bill run time (38 hrs to 12 hrs)

39% 51% 98%

improvement in customer service billing cases

©2026 CSG Systems International, Inc. and/or its affiliates (“CSG”)

reduction in bill disputes

drop in bounced email volume

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CSG Encompass

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.

©2026 CSG Systems International, Inc. and/or its affiliates (“CSG”)

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.

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