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The telecommunications industry is evolving rapidly, with increasing service complexity, customer expectations, and the demand for automation. To stay competitive, telecom providers must integrate scalable automation solutions that align with industry standards.
Two critical components for efficient telecom operations are:
- Camunda 8 – A cloud-native process orchestration platform that enables automation and real-time workflow management.
- eTOM (Enhanced Telecom Operations Map) – A standardized business process framework developed by TM Forum, designed to optimize telecom service management.
By integrating eTOM with Camunda 8, telecom providers can automate service fulfillment, assurance, and billing workflows, ensuring greater efficiency, faster service delivery, and seamless interoperability across platforms.
This guide explores how to leverage Camunda 8 and eTOM for telecom process automation, driving digital transformation and operational excellence.
What is Camunda 8? A game-changer for Telecom Process Automation
Camunda 8 is an event-driven, cloud-native process orchestration platform that automates complex telecom workflows. Unlike traditional Business Process Management (BPM) solutions, Camunda 8 is built for microservices architectures, real-time processing, and high-volume automation.
Why Camunda 8 is the Best Choice for Telecom
- BPMN-Based Process Modeling – Aligns perfectly with eTOM’s structured workflows, ensuring telecom industry compliance.
- High-Scalability Workflow Automation – Handles millions of transactions per second, essential for large telecom providers.
- Microservices & API-First Approach – Integrates seamlessly with CRM, billing, and network management systems.
- Event-Driven Orchestration – Automates real-time processes, such as service activation and network optimization.
In short: Camunda 8 enables telecom providers to automate mission-critical workflows with speed, flexibility, and scalability.
What is eTOM? Standardizing Telecom Business Processes
The Enhanced Telecom Operations Map (eTOM) is a globally recognized business process framework developed by TM Forum to help telecom providers structure and standardize their operations.
Key eTOM Domains:
- Fulfillment – Service order processing, provisioning, and activation.
- Assurance – Service quality monitoring, issue resolution, and performance management.
- Billing – Accurate invoicing, charging, and revenue assurance.
The framework is structured into key domains:
- Fulfillment: Encompasses all processes required to deliver services to customers, including order handling, service provisioning, and activation.
- Assurance: Focuses on monitoring service quality, resolving issues, and maintaining customer satisfaction.
- Billing: Ensures accurate charging, invoicing, and revenue management.
Why eTOM Matters: By using eTOM, telecom companies achieve operational transparency, service efficiency, and improved customer experience. But to fully leverage eTOM, automation is essential—this is where Camunda 8 comes in.
How to Integrate eTOM with Camunda 8: key use cases
Telecom providers can leverage Camunda 8 to implement eTOM’s structured processes and drive automation in critical areas:
Automating Telecom fulfillment workflows with Camunda 8
One of the most critical processes in telecom is service fulfillment, which includes receiving customer orders, provisioning services, and activating them in the network. Traditionally, this process involves multiple manual interventions, leading to delays and errors.
How Camunda 8 optimizes fulfillment:
- Automate end-to-end order processing using BPMN workflows.
- Integrate with CRM systems (e.g., Salesforce) to receive customer requests.
- Leverage RPA (Robotic Process Automation) to handle legacy system interactions.
- Use event-driven orchestration to ensure real-time service activation.
Example: A leading telecom operator in Europe reduced its service activation time from 24 hours to just 30 minutes by automating fulfillment workflows with Camunda 8.
Streamlining issue resolution and service assurance
Telecom networks require continuous monitoring to maintain service quality. Traditional issue resolution is often slow due to siloed teams and disconnected systems.
How Camunda 8 enhances assurance workflows:
- Automates network monitoring workflows using IoT-based event triggers.
- Implements automated ticketing and escalation for faster troubleshooting.
- Integrates AI-driven analytics to predict and prevent failures proactively.
Example: A Tier-1 telecom provider used Camunda 8 to automate fault detection, reducing network downtime by 40% and improving SLA compliance.
Automating Telecom billing for accurate Revenue Management
Billing in telecom is complex, involving dynamic pricing, subscription models, and real-time charging. Errors in billing can lead to revenue loss and customer dissatisfaction.
How Camunda 8 optimizes Telecom billing:
- Automates rating and charging workflows based on real-time usage.
- Integrates with mediation systems to ensure accurate invoicing.
- Provides audit trails for regulatory compliance.
Example: A telecom company in Asia-Pacific integrated Camunda 8 with its billing platform, reducing invoice discrepancies by 70% and improving cash flow predictability.
Enhancing eTOM with TM Forum’s Open APIs
To further streamline telecom operations, TM Forum’s Open APIs provide standardized interfaces for seamless data exchange. By integrating these APIs with Camunda 8, telecom providers can:
- Connect disparate systems without costly custom integrations.
- Enable omnichannel service management, ensuring a consistent customer experience.
- Foster partner ecosystem collaboration, allowing third-party providers to connect effortlessly.
For example, using TM Forum’s Product Ordering API, a telecom company can enable fully automated self-service order fulfillment, reducing manual interventions and improving efficiency.
Integrating eTOM with Camunda 8 presents a game-changing opportunity for telecom providers to drive efficiency, reduce costs, and enhance service quality. By leveraging automation, scalable workflows, and TM Forum’s Open APIs, companies can achieve a seamless digital transformation.
Ready to modernize your telecom operations?
How NTConsult delivers Camunda 8 Solutions for Telecom
As a trusted Camunda 8 consulting partner, NTConsult helps telecom providers implement eTOM-based automation seamlessly.
Why work with NTConsult?
- Tailored automation solutions designed for telecom operations.
- Expertise in cloud-native BPM solutions, ensuring high availability and scalability.
- Seamless integration with both legacy and modern IT systems.
- End-to-end consulting and implementation, ensuring successful digital transformation.
NTConsult has helped leading telecom providers achieve:
✔ 40% reduction in network downtime through AI-driven automation.
✔ 70% fewer invoice discrepancies, improving financial accuracy.
✔ 5X faster service activation, enhancing customer satisfaction.
Want to see how NTConsult can optimize your telecom operations? Explore our Camunda services.
Marcelo Leopoldino Partner at NTConsult, is a BPM expert with over 20 years of experience in process modeling, automation, and strategic planning. Certified as a Camunda Professional and Speaker, he specializes in implementing high-impact solutions across telecommunications, banking, and services sectors.
