Keep critical services moving across every team and system.
From service activation to incidents and field operations, Ofelia orchestrates the work that crosses customer teams, operations, technicians, and systems. Human validation and complete traceability, built in from day one.
The context
Telecom and utility operations depend on complex networks of systems, teams, contractors, and field operations. When an incident or customer request crosses those boundaries, execution becomes difficult to coordinate. Ofelia orchestrates the work between them while keeping people in control.
Operations cross too many systems
A service request or incident can move across CRM, billing, network systems, ticketing tools, field teams, and external providers. Each handoff creates another opportunity for delay or lost context.
Exceptions need fast coordination
Standard workflows can be automated. Outages, failed activations, infrastructure issues, and urgent field interventions require people and systems to coordinate quickly.
AI needs a governed path
AI can identify signals, summarize incidents, and recommend actions. Operators also need to control what happens next, who validates it, and how every decision is recorded.
How Ofelia fits
Ofelia orchestrates telecom and utility workflows end-to-end — coordinating customer service, network operations, field teams, systems, and decisions across the process. Service activation, incident handling, approvals, and escalations run through one governed orchestration layer. Existing systems stay in place. Ofelia coordinates the work between them.
What that means in practice
Service requests and incidents reach the right team automatically.
Operational rules and approval paths are applied consistently.
CRM, billing, network, ticketing, and field-service systems remain in place.
Every action, escalation, and decision remains traceable.
Your operations, reorganized
Today
Requests and incidents move between disconnected systems.
Teams manually coordinate escalations and field interventions.
Exceptions wait for the right person to identify and resolve them.
Customers and teams chase status updates.
With Ofelia
Intelligent routing
Governed escalations
Cross-system coordination
Complete operational traceability
1
An event occurs
A service request, incident, or network event requires action.
2
Ofelia coordinates
Ofelia applies the right workflow and brings together the systems, teams, and field resources required.
3
You stay in control
People validate critical decisions while every action remains governed and traceable.
Built to be trusted.
Your data stays yours.
Deployable on-premise or in the cloud.
No lock-in.
Open architecture. You keep control of the build.
Governed by design.
Every step secured and auditable.
Human-in-the-loop.
You decide where a person approves.
Telecom and utility workflows you can orchestrate today.
Service Provisioning
Coordinate service activation across customer, network, billing, and operational systems — including approvals, exceptions, and handoffs.
Incident Management
Coordinate incidents, escalations, teams, and systems from detection through resolution with complete traceability.
Payment Processing
Coordinate payment workflows, exceptions, validations, and system handoffs through one governed process.
One suite. Two products. One engine underneath.
Ofelia Agentic
Conversational AI orchestration embedded in Teams and Slack. Employees submit requests, Ofelia routes, approves, and executes — governed end-to-end.
Learn more
Bonita BPM
BPMN 2.0 process engine for mission-critical applications. Audit-ready, extensible, deployable on-premise or cloud.
Learn more
Human-in-the-loop controls
Define exactly where human judgment is required. Ofelia pauses, routes to the right person, and resumes — with full traceability.
Learn more