Media, telecom & entertainmentFlagship industry

Telecom & media. Coverage, content and care.

Millions of customers, one intelligence layer.

Network operators, broadband and OTT businesses, where every offer, message and fault reaches subscribers at scale. We build the data layer, care assistants and registered messaging that keep plans accurate, care resolving and every send compliant.

Talk about telecom & media Read the rulebook
The number we move
Self-service resolution
Where we work in telecom & media
  • Mobile operators
  • Broadband & fibre
  • DTH & cable TV
  • Streaming (OTT)
  • Enterprise connectivity
Rules mapped
7 rules · 4 areas
Disciplines that lead
TechnologyAIMarketing
Frameworks we build to
DPDP Act 2023 — Digital Personal Data Protection Act, 2023CERT-In Directions 2022 — Cyber incident reporting directionsWCAG 2.2 AA — Web Content Accessibility Guidelines
Bundles of blue network cables running into a dark rack, lit by small status lights
Telecom & mediaThe network is the brand customers feel every day.

Where the rules biteMap of all forty-one industries

  • Claims Advertising & claims: Often shapes the work
  • Regulator Sector regulator: Shapes most of the work
  • Payments Payments: Sometimes shapes the work
  • Data Personal data: Shapes most of the work
  • Security Security & incidents: Shapes most of the work
  • Access Accessibility: Often shapes the work
  • AI AI governance: Often shapes the work

What is shifting

Millions of customers, and every message registered.

Plans change monthly, care moved to chat and commercial messaging is filtered at network level. Each shift names what it demands, with a signal you can check.

A woman sits on a bench at night looking at her phone, city lights blurred behind her
Care now happens on the phone, at any hour.

  1. Plans, content bundles and devices change monthly; messaging has to keep up.

    It demandsPlan and offer communication that stays accurate across every channel.

    SignalCommercial SMS must use headers and templates registered on DLT before it is sent.

  2. Care moved to chat and self-service, and customers judge the brand by it.

    It demandsSelf-service and assistants that resolve, not deflect.

    SignalOTT publishers must decide grievances within 15 days under the IT Rules, 2021.

  3. Commercial messaging is tightly registered and filtered at network level.

    It demandsConsent and preferences checked before every send.

    SignalTRAI’s February 2025 amendment moved service and transactional calls to the 1600 series.

  4. Network, marketing and care each built their own view of the customer.

    It demandsData that the network, marketing and care teams actually share.

    SignalTelecom entities must report security incidents within six hours under the 2024 cyber security rules.

The rulebook

Registered, consented, and reported within six hours.

TRAI’s messaging rules, the Telecommunications Act, the cyber-security rules, content codes and the data law, read for a typical operator or OTT programme. Your regulatory team keeps sign-off; our journeys check templates and consent before every send.

Frameworks we build to

  • DPDP Act 2023 — Digital Personal Data Protection Act, 2023
  • CERT-In Directions 2022 — Cyber incident reporting directions
  • WCAG 2.2 AA — Web Content Accessibility Guidelines

Frameworks we design and build to — not a claim of certification.

Advertising & claims

Often shapes the work

  1. Ministry of Information and Broadcasting

    Cable TV Programme and Advertising Codes

    Content and advertising rules for broadcast inventory.

    We designBroadcast creative is checked against the codes before it is trafficked.

    Cable Television Networks (Regulation) Act, 1995 and Rules, 1994

Sector regulator

Shapes most of the work

  1. Telecom Regulatory Authority of India

    TRAI TCCCPR, 2018

    Commercial SMS and calls: registered headers and templates on DLT, consent and customer preferences; the 2025 amendment set the 140 series for promotional and the 1600 series for service and transactional calls.

    We designMessaging journeys use registered templates and check preferences before every send.

    TRAI · TCCCPR, 2018, as amended 12 February 2025 Official text: TRAI TCCCPR, 2018

  2. Department of Telecommunications

    Telecommunications Act, 2023

    Replaced the Indian Telegraph Act, 1885; its first sections came into force on 26 June 2024, including users’ prior consent for specified messages.

    We designConsent capture and records are designed for the new Act’s duties, not the old ones.

    Telecommunications Act, 2023

  3. MeitY · Ministry of Information and Broadcasting

    IT Rules, 2021 — Digital Media Ethics Code

    Online curated content self-classified U, U/A 7+, 13+, 16+ and A, with parental locks and a three-level grievance process deciding within 15 days.

    We designClassification, parental controls and grievance flows are designed into the player and the help centre.

    IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021

Personal data

Shapes most of the work

  1. Ministry of Electronics and IT

    DPDP Act, 2023

    Consent and purpose limits for subscriber data at very large scale.

    We designPreference centres hold consent per purpose and feed every send.

    DPDP Act, 2023 · DPDP Rules, 2025 (core obligations from 13 May 2027) Official text: DPDP Act, 2023

Security & incidents

Shapes most of the work

  1. Department of Telecommunications

    Telecom Cyber Security Rules, 2024

    Report security incidents within six hours of detection and the details within 24, and appoint a Chief Telecommunication Security Officer.

    We designIncident runbooks and logging are built to meet the six-hour window.

    Telecommunications (Telecom Cyber Security) Rules, 22 November 2024

  2. Indian Computer Emergency Response Team

    CERT-In Directions, 2022

    Report cyber incidents within six hours and keep ICT logs for 180 days, within India.

    We designOne incident process meets both six-hour clocks.

    CERT-In · Directions of 28 April 2022 Official text: CERT-In Directions, 2022

Compiled 2 October 2026. Our reading of typical programmes, not legal advice. Rules change; your counsel confirms how each one applies to you.

Challenges

Resolution, not deflection, at subscriber scale.

What subscribers expect from care, offers and messages, and what it takes network, marketing and care to work from one view of them.

Your customers

  1. Offers that stay true

    Plans and bundles must read the same in the app, the store and the SMS.

  2. Resolution, not deflection

    Customers want the fault fixed, not a link to a help article.

  3. Control over messages

    Subscribers expect their preferences honoured on every channel.

A technician on a lift platform works beside antennas on a cell tower against a pale sky
Network, marketing and care need one view of the same customer.

Your operation

  1. Scale

    At millions of subscribers, every small error becomes a large one.

  2. Three teams, three datasets

    Network, marketing and care work from different versions of the customer.

  3. Registered messaging

    Headers, templates and consent records must be in place before a single send.

What we build

One intelligence layer for network, marketing and care.

Platform, AI and CRM lead a telecom programme; content, product and brand support them. Every line links to the capability that does the work.

Leads Core Supports Share of a typical programme, by role · illustrative
  1. 01

    Technology & Intelligence

    Leads

    Data platforms and the intelligence layer shared by network, marketing and care.

  2. 02

    AI Design

    Leads

    Care assistants with retrieval, evals, hand-off to agents and audit logs.

  3. 03

    Marketing Technology

    Leads

    Registered messaging, consent and preference management at scale.

  4. 04

    Campaign & Content Design

    Core

    Offer and content production that updates every channel from one source.

  5. 05

    Product & Experience Design

    Core

    Self-service journeys in the app for the intents customers raise most.

  6. 06

    Brand Design

    Supports

    Brand systems for plans, bundles and sub-brands that stay legible at scale.

Programmes

Rank the contacts first, then automate what resolves.

The way in ranks care contacts by intent and cost and checks every commercial template and consent path against TCCCPR. Lengths are typical, never promised.

The way in

Care-intent and messaging audit

We rank care contacts by intent and cost, and check every commercial template and consent path against TCCCPR.

Package
Sprint · Fixed fee
Typical length
2–3 weeks
It sets
Contact rate per thousand subscribers, as a baseline
  • AI readiness assessment
  • Martech stack audit & roadmap

What it hands over

  • An intent map showing what can resolve in the app
  • A template and consent register against TCCCPR
  • A ranked plan for self-service and hand-offs
Start here

  1. 02Milestone · 4–8 months

    Care assistant and self-service

    An assistant and in-app journeys that resolve the most common intents, with authenticated actions and a clean hand-off.

    MovesSelf-service resolution rate

    Services: Custom AI agent or copilot · AI assistant experience design · AI feature design & build

    Enquire about Care assistant and self-service

  2. 03Project · 8–12 weeks

    Offer and plan content system

    One source for every plan and offer, so the app, the store and the SMS can never disagree.

    MovesOffer accuracy across channels

    Services: Campaign design system · Content model & headless CMS

    Enquire about Offer and plan content system

  3. 04Enterprise · 6–18 months

    Customer data and intelligence layer

    A shared customer and network view that marketing, care and network teams all work from.

    MovesChurn in targeted cohorts

    Services: Data platform & BI dashboards · Customer data & identity foundation

    Enquire about Customer data and intelligence layer

  4. 05Project · 6–10 weeks

    Registered messaging and preference centre

    Templates, headers and consent records in one place, with preferences checked before every send.

    MovesOpt-out and complaint rate

    Services: Email, SMS & WhatsApp set-up · Marketing automation platform set-up

    Enquire about Registered messaging and preference centre

How success is measured

The number we moveSelf-service resolution

  • Self-service resolution rate
  • Contact rate per thousand subscribers
  • Offer accuracy across channels
  • Churn in targeted cohorts

AI, under the rules

Care that resolves, inside the actions you approve.

Assistants act only behind authentication and within the actions you allow, check every send against its registered template and hand off with the full context.

Use case 01

Care assistant with network context

Measured bySelf-service resolution rate

Tested forOWASP LLM06 · Excessive agency

agent / care-assistant-with-network-context Guarded
  1. TaskResolves balance, recharge and plan questions with account data, and checks network status for the customer’s area.
  2. GuardrailCannot change plans or process port-outs; sensitive actions need authentication first.
  3. HumanHands off to an agent with the full conversation and the network context.
  4. LogEvery intent, action and hand-off logged.

Ships only with its evaluation set, its guardrail and an owner

Use case 02

Pre-send template and consent check

Measured byNon-compliant sends caught before the network

Tested forOWASP LLM05 · Improper output handling

agent / pre-send-template-and-consent-check Guarded
  1. TaskChecks every commercial message against its registered template and the customer’s preferences.
  2. GuardrailBlocks a send with an unregistered template or without consent.
  3. HumanThe campaign owner approves new templates before registration.
  4. LogPre-send results kept with the campaign.

Ships only with its evaluation set, its guardrail and an owner

Use case 03

Offer copy from one source

Measured byOffer accuracy across channels

Tested forOWASP LLM09 · Misinformation

agent / offer-copy-from-one-source Guarded
  1. TaskWrites plan and offer copy for every channel from the product catalogue.
  2. GuardrailPrices, data limits and validity come from the catalogue, never typed by hand.
  3. HumanProduct marketing approves each launch.
  4. LogEach channel’s copy versioned against the catalogue.

Ships only with its evaluation set, its guardrail and an owner

A deliverable, in working code

Tune the routing and watch the load on your people.

Each care intent with the share resolved in the app. Move a slider and see how many of every ten thousand contacts still reach a person. Port-outs stay with people, by policy. Illustrative figures.

Care intents · routingIllustrative
Care intents · routing: each intent, the share resolved in the app, its share of all contacts and where it is routed
IntentResolved in appShare of contactsRoute
Data balance30% of contacts
92%
30%Self-serve
Recharge failed25% of contacts
71%
25%Self-serve
Slow network here20% of contacts
48%
20%Agent + network data
Bill dispute15% of contacts
20%
15%Human, with context
Port-out request10% of contacts
0%
10%Human only

Reach a person, per 10,000 contacts4,205as illustrated

Heaviest loadBill dispute

Promotional messages checked against DND preferences (TCCCPR)

What it shows

An illustrative care routing table: data balance and failed recharges are mostly resolved in the app, network complaints go to an agent with network data, and bill disputes and port-out requests go to a person. Move a slider and the table recounts how many of every ten thousand contacts reach a person.

Built by

Figures

Every number here is an illustration of how the deliverable reads, never a client result.

Work and insights

Care, messaging and data, anonymised.

Telecom and media projects, anonymised until each client approves the write-up, and what we have written on consent and guardrails.

All work in telecom & media

A typical programme · composite

A network operator rebuilt coverage, content and care on one intelligence layer the network teams actually use.

Anonymised and illustrative: the shape a programme takes, never a named client.

Insights

From the newsletter

Questions

What care, CRM and network leads ask us first.

Something else on your mind? Ask us directly

Q.01Can the care assistant take actions on accounts?

Only the actions you approve, behind authentication. Plan changes, port-outs and disputes go to a person with the full context.

Q.02How do you keep commercial messaging compliant?

Every send is checked against its registered DLT template and the customer’s preferences before it leaves the platform.

Q.03Do you work on OTT and media apps?

Yes: classification, parental controls and grievance flows under the IT Rules, 2021, alongside the player, catalogue and subscription journeys.

Q.04Can you work at subscriber scale?

Yes. The data layer and assistants are load-tested to your peak volumes, with incident runbooks built in from the start.

Keep exploring

Next in media, telecom & entertainment, then every sector we cover.

All forty-one industries

Let’s build what happens next.

Tell us what you’re building. We’ll answer straight.

Book a discovery call

Three ways to start

  1. 01About 2 minutes

    A quick question

    You get A reply from a lead, not a sales queue

  2. 02About 8 minutesMost useful

    A project brief

    You get Options and a first scope after one call

  3. 03About 15 minutes

    A formal RFQ or RFP

    You get Receipt confirmed and a named bid lead

Every engagement starts with a written scope and a quote agreed before work begins. How each package is priced

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