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An omni-channel user experience is largely about meeting the customers at eye-level and accompanying them in real-time at all touch points. In today’s technology driven era, a well-connected business approach is required which integrates an organization’s operations, functions, products and services, and employees together and gives the business a holistic, value creating digital model. Improving user experience goes beyond providing user interfaces across multiple devices, it is also about how well integrated the processes are across channels. This means for digital transformation to happen in an organization, businesses need to incorporate innovative technologies to their business operations. 

Digital transformation is the process of adopting new technologies and incorporating them into the business with the aim to modernize and update the existing operations, functions and business processes to increase value and revenues.

The creation of new digital capabilities is one of the key methods that needs to be employed by telecom operators to achieve digital mastery. The building blocks of digital capabilities include:

  • Customer experience
  • Operations
  • Business model

To equip the business with these building blocks of digital capabilities, the telecom operators need to transform their business completely -in terms of customer experience and business models – through digital technologies. This simply does not mean that an organization implements software systems and waits for it to reap benefits. It requires the telecom operators to make changes to how they interact with their customers through integrated omni-channel. Bringing about these changes is a gradual and time-consuming process.

The first step towards the change is to introduce a range of different channels through which the resellers can connect with the telecom operators. It requires the telecom operators to offer an integrated omni-channel user experience for the resellers ensuring a boost to their business value. These include: the web, mobile applications, and other diverse channels through which they are able to stay in constant contact with the telecom operators. Not only this but using a diverse range of channels through which the resellers can carry out transactions gives an added advantage of convenience and 24/7 accessibility to the subscribers.

Seamless fills this gap and provides a vast range of channels through which a telecom operator extends its services to its resellers and distributors and eventually the subscribers, consequently, enhancing customer (subscriber) experience. Using a mix of speed, personalization and collaboration we offer, for our telecom clients, new ways to distribute value, maintain and measure performance, and develop operational processes that are orchestrated to suit the requirements of different markets and their respective needs.

The range of basic and advanced omni-channel services include:

  1. Mobile Application

     Reseller App

Reseller mobile application enables convenient, secure and fast distribution of electronic value. Its feature rich modules allow resellers and distributors to carry out top-up transactions, transfer credit and view transactional reports, enabling seamless flow of value through the means of a  smartphone application.

Reseller app omni-channel   

  Reporting App 

Reporting Mobile Application enables easy and instant access to critical sales information on resellers and transactions. It allows operators, distributors and resellers to access real time stats on all the transactions taking place in the hierarchies and strengthen its distribution network resulting in smooth and seamless flow of value.

Reporting app omni-channel

  1. Web

     Web Agent Portal

Agent web portal allows resellers to carry out transactions over the terminal. For the telecom operators it is a way to increase their reseller base and eventually increase their subscriber.

     Web Admin Portal

Admin web portal allows the administrators and telecom operators to configure, manage and administer the operations and functionalities of ERS 360° distributing system. It manages the services and the products that the telecom operator offers.

  1. Web Services

Web Services act as an intermediary service to serve requests from external clients seeking services from Seamless. They enable operators or third-party applications to communicate with the ERS System.

  1. WiPOS

Wireless Point of Sale terminal has emerged as a low-cost alternative to traditional ways of recharge. It manages the distribution of flexible vouchers, electronic topup, promotion coupons, mobile money and other functionalities for service providers in real-time.

Wipos omni-channel









  1. USSD

Unstructured Supplementary Service Data channel is used mainly for reseller operations and is one of the most convenient and secure channels to carry out transactions in real-time. It reduces the transaction turnaround time.

  1. SMS

Short messaging service enables sending and receiving of messages between mobile phones. SMS can be used for downloading content, banking activities, entertainment purposes, alerts and notifications etc.


Author Mahwish Ilyas

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