The full-stack BSS for telco
Best-in-class tech for outrageously good customer service
90M+ contracted accounts
30% lower cost-to-serve
100% successful migrations
Swap a tangle of solutions with a single source of truth for:
Kraken is the engine behind 90+ million customer accounts across telco, energy and water.
Trade your legacy BSS and CRM for an AI-native operating system that’s built for modern telecoms. Kraken Customer works with your existing OSS and network provider ecosystems.
Manage everything in one place
Streamline your customer operations from first quote to final bill. Our unified data model means your teams and AI tools can share a single, real-time view of any customer, offering the context and control to make better decisions – fast.
Core capabilities
Product Catalog
Edit products and launch new propositions in minutes with dynamic tools
- Configure products, prices, bundles and contracts easily
- Build pricing logic and payment journeys straight from the catalog
- Apply network, equipment and eligibility rules automatically
Customer Management
Share a single record of every customer, on one screen
- See every quote, order, bill, payment, fault and message
- Resolve more queries without switching screens or transferring customers.
- Give customers, agents and AI the same real-time view
Order management & comms
Streamline the journey from address checks to a live line
- Turn one customer checkout into multiple network orders
- Track every step and quickly recover failures
- Keep customers informed from order to activation
Usage and billing
Manage it all in a unified ledger
- See charges, bills, payments and debt together
- Manage Direct Debits, cards and collections in the same place
- Give customers, agents and AI a consistent view of any bill
Service Assurance
Bring customer and connection data together
- Diagnose problems remotely using existing network telemetry
- Recommend the next best action before sending an engineer
- See service faults on customer records
Cut your cost to serve
Kraken’s single customer record equips your agents to own every customer query from start to finish, without passing people between different screens, teams or databases.
No handovers or hanging around, just happier teams and happier customers.
And let AI do the legwork
Give your AI tools the full picture – and the permission to act – to shorten manual workflows and contribute meaningfully to customer service.
- Reduce backlog and resolve routine issues before customers chase them.
- Amplify your team’s capacity with nifty workflow automations.
- Give your team a head start with draft messages, smart summaries, AI co-pilots and dashboards using Magic Ink.
TalkTalk has migrated 1 million customers to Kraken (and counting)
+26% NPS
First customer live in 3 months
75% reduction in product time to market
Stay ahead of the pack
We offer powerful tools to launch and adapt new products and propositions through a dynamic product catalog. So you can make changes in minutes – not months – without heavy coding.
- Build and test tariffs, products and self-service interfaces with easy drag-and-drop tools and compliant telco templates.
- Update pricing logic and payment journeys in a few quick clicks, and keep bundles, discounts, hardware and eligibility rules tidy.
- Easily manage leads and configure the comms for your whole customer lifecycle.
Low-risk migrations
Our proven migration model keeps your service teams moving and your best people happy. We’ve got a 100% track record for successful migrations using a phased rollout that saves time and reduces risk.
