Hyperscalers are now your biggest customer. And your biggest dispute.
Firstsource handles fallout resolution, partner billing assurance and provisioning so capacity sold becomes capacity delivered.
2 of Top 5
Telecom & broadcasting companies in the US
Leading
Broadcasting & media companies in the UK
Top
Consumer-technology companies in the US
30+
of the Top Communications companies served globally
WHY THIS MATTERS
Capacity demand is rewriting wholesale economics
Hyperscaler procurement cycles and full-fiber build-outs have rewritten what order, billing, and assurance work looks like at carrier scale.
Hyperscaler shift
50%+
International bandwidth on major routes is now dominated by hyperscalers and content providers. Wholesale revenue and interconnect billing now move with hyperscaler procurement cycles, not legacy carrier ones.
Global Bandwidth Report 2025
Capacity squeeze
87%
Most UK premises now have a full-fiber or gigabit-capable connection available. Order volumes and provisioning complexity have stepped up, with fall-out concentrated in the wholesale layer
Ofcom's Connect Nations 2025 Report
Regulatory load
2026-2031
Wholesale access pricing, Physical Infrastructure Access terms, and call termination caps were reset across all UK operators from April 2026, with annual rate adjustments applying from April 2027 through to March 2031.
Ofcom Termination Markets Review, 2026
PROVEN OUTCOMES
What a carrier-scale order management operation delivers
High-volume tech support and digital operations, with cost going down as transactions go up.
200+
digital agents
in production running alongside the program, handling routine tech support and partner queries before they reach a human queue.
$18.9M
saved
by an enhanced tech support program cut across a multi-agent estate, with digital agents and human teams working the same queues.
3M
transactions
move through the bot estate every month on the same program. Response time is 40% faster than the agent baseline.
Offerings for Wholesalers and Infra Providers
One solution or the whole subscriber lifecycle. Pick what fits.
Each solution targets where cost, churn, and complaints sit on your book. Use one, or run the full stack under a single outcome-based contract.
Partner acquisition and activation
Wholesale onboarding cycles are long and leakage-prone. We runs B2B acquisition, partner activation, and reseller onboarding across channels from signed contract to live service.
Learn more
Billing and revenue assurance
We use agentic bill verification to prevent disputes before they happen and strengthen revenue assurance upstream of the complaint, delivering 50% fewer order fall-outs and 60% to 70% autonomous resolution for routine billing queries.
Learn more
CLIENT SPOTLIGHT
A Tier-1 carrier moved cost out of a multi-agent tech support program
How digital agents and human teams worked the same queues, with autonomy earned per workflow.
A major global Tier-1 telecoms operator needed to take cost out of a multi-agent tech support program without throughput slipping.
Firstsource deployed more than 200 digital agents alongside the human estate, took 3 million bot transactions a month, and held response 40% faster than the agent baseline. The program generated $18.9 million in cumulative savings while throughput climbed.
Firstsource deployed more than 200 digital agents alongside the human estate, took 3 million bot transactions a month, and held response 40% faster than the agent baseline. The program generated $18.9 million in cumulative savings while throughput climbed.
$18.9M
cumulative savings
Solutions Live in Operations
Wholesale carrier operations, run as one accountable model
Whichever stage an order, partner, or balance sits in, the same operating layer applies
Partner outreach before the competitor lands
Persona design, predictive scoring, and outbound campaign execution run across reseller, ISP, and MVNO segments. Conversion tracked from first contact to signed contract, not just reach.
Partner queries resolved before they escalate
Dedicated B2B service desks handle reseller, ISP, and MVNO queries with SLA monitoring, breach notification, and proactive outreach during outages. Partner experience held across the full lifecycle.
Recover without breaking the commercial line
Wholesale receivables segmented by ability, intent, and commercial relationship tier before the first outreach (digital or otherwise). Arrangement adherence monitored throughout, with legal-stage cover available where needed.
Resolve fallout before it ages
Process mining identifies where ASR validation, UOC processing, fallout resolution and carrier escalation cluster. Automation closes predictable exceptions and provides real-time order visibility. Specialists handle the rest, with TechOps managed services driving up to 60% cost reduction.
Wholesale domain rules encoded in every decision
Kairos encodes inter-operator SLA rules, provisioning compliance guardrails, and partner billing logic as domain intelligence. Copilots work with HITL and HOTL under progressive trust governance with audit-ready logging.
PROOF OF DELIVERY
The proof runs at carrier scale
Tech support, digital agents, and provisioning cost. Results from live programs.
~45%
cost per contact reduction
GenAI-enabled automation drives up to 45% reduction in cost per contact across wholesale partner and support workflows.
60%
cost managed
TechOps managed services take up to 60% of cost out of order intelligence and wholesale provisioning workflows.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Contact Us
Capacity demand keeps moving. Wholesale operations can keep up.
The engagement is scoped from your order volumes, your partner mix, and where margin is leaking fastest.
- A wholesale operator diagnoses your book, not an advisor who hands off.
- The program is built around your ASR, UOC and partner-side rules.
- Pricing is tied to throughput and recovered margin, not headcount.