The IDI platform is an integrated Operations Support System (OSS) and Business Support System (BSS) designed to help communications service providers manage the full lifecycle of delivering and supporting services.
The platform brings together operational workflows, subscriber management, network service management, billing, customer care, provisioning, and supporting business processes into a unified ecosystem. Rather than relying on disconnected systems and manual processes, IDI provides a centralized platform that enables providers to efficiently operate and scale their business.
What the IDI Platform Enables
The IDI platform supports the end-to-end processes required to deliver services to subscribers, including:
Managing subscriber and account information
Creating and maintaining products and service offerings
Processing orders and service requests
Activating and provisioning services
Managing billing and invoicing
Supporting customer service and operational teams
Integrating with network systems and third-party applications
Providing reporting, analytics, and operational visibility
Together, these capabilities help service providers streamline operations while delivering a consistent experience to subscribers.
IDI Modules
The platform consists of multiple modules that work together:
Product Catalog
Product Catalog defines the products and services offered by the provider. This includes service plans, pricing structures, packages, add-ons, and other configurable offerings that can be sold and provisioned to subscribers.
CustomerCare
CustomerCare provides the primary workspace for managing customer and subscriber relationships. Teams can view and maintain account information, subscriber details, services, billing information, communication history, and customer interactions from a centralized location.
Orders
Orders services as the entry point for sales, orders and direct invoices. Users are guided through the entry and submittal process so that the activation or change can move into Workflow for delivery.
Inventory
Inventory manages physical equipment and assets used to deliver services. This includes tracking devices and equipment throughout their lifecycle, maintaining relationships between equipment and subscribers, and supporting operational visibility into deployed assets.
Provisioning
Provisioning automates and coordinates the activation and configuration of services and network resources. It connects orders within the platform to downstream systems and operational infrastructure required to deliver services.
Workflow
Workflow supports the automation and orchestration of business processes and coordinates fulfillment activities across the platform. Workflow also includes configuration for system Triggers and Actions and Field Service Work Order Management.
Tickets
Tickets manages operational and customer support issues through their lifecycle. Teams can create, assign, track, and resolve work items while maintaining visibility into ongoing activities and customer-impacting events.
Communications
Communications manages interactions and notifications delivered through the platform. This includes customer messaging, notification templates, and communication events generated by platform activities and business processes.
Document Storage
Document Storage provides centralized management for documents and files associated with customers, orders, tickets, and operational processes.
Customer Portal
Customer Portal provides an end-subscriber experience that allows customers to interact directly with billing, services and account information. It includes capabilities such as account management, service visibility, bill access, and self-service functionality.
Bulk Data
Bulk Data supports large-scale data imports to assist with data migrations, administrative operations, and high-volume updates.
Audit Log
Audit Log provides visibility into system activity and changes occurring throughout the platform. Audit records support operational troubleshooting, change tracking, compliance needs, and historical analysis.
Security
Security manages authentication, authorization, and access controls throughout the platform. It ensures that users have appropriate access based on roles and operational requirements.
CostGuard Desktop Client
The CostGuard Desktop Client provides back-office and administrative capabilities used to support operational functions.
Admin Console
Admin Console provides configuration options for various capabilities and items in the platform. It also is where admins configure a user’s role-based access in the Desktop Client.
How to Use This Documentation
This knowledge portal is organized to support different audiences and use cases:
Knowledge Articles — Information on platform capabilities and modules
IDI Updates- Release notes for current and past IDI monthly platform updates.
Developer Resources —Provides guides, samples, recipes and API references for developers who are integrating to the IDI platform.