Industries/ISPs & Telco
ISPs & Telco
Built for ISP operations. Not adapted.
We know what an outage looks like, what a coverage-area polygon is, and what a payment arrangement means — because this was built inside the daily operations of more than 80 ISPs and service companies across the Spanish-speaking Americas, since 2018.
ISPs and service companies
across the Spanish-speaking Americas
In continuous operation
since then
Countries where we operate
with clients
Of conversations are resolved without a human
Reference average across our active
customer base, based on our Spanish-language
deployments. Not audited by a third party
Your ERP
We connect to your ERP through its API. Not a spreadsheet export.
The agent talks directly to the platform your team already uses to bill and activate subscribers. It reads real account status and triggers the right message the moment something changes on the other side — no CSV exports, no second version of the truth to maintain.
These are the ERPs we work with.
Run something else? Tell us your ERP — we'll confirm exactly how the connection works before you sign anything.
What the agent can read
- Service and account status
- Billing and balance
- Plan and service address
- Subscriber ticket history
The exact fields depend on what your system exposes. We confirm those during setup.
What triggers automatically
- Upcoming due date
- Invoice generated
- Payment posted
- Service suspension
- Scheduled outage
How an ISP Actually Operates
Four moments, four agents, one history.
Most platforms solve one of these moments and leave you to handle the other three by hand. Here, the subscriber comes in through whatever channel they want, and every agent knows exactly how far it can go before it hands off — with the full context attached.
Sell — Coverage & Sign-up
A coverage inquiry comes in. The agent asks for the address, checks it against your coverage-area polygons, asks about usage and number of devices, recommends a plan, and builds the ticket with everything filled in.
- Checks the address against your coverage-area polygons in real time
- Screens out-of-area inquiries before they ever reach your team
- Profiles usage and device count and recommends a plan
- Generates a ticket with name, phone, address, coordinates, and suggested plan
Your sales rep walks in ready to close.
Support — Billing & Account
Invoices, payment links, account status, payment arrangements, and the usual questions. No queue, no business hours, no extra headcount.
- Delivers invoices and account status
- Payment links inside the same conversation
- Logs payment arrangements and reactivation requests
- Answers using your ISP's actual policy, not a generic script
Your support team gets the repetitive stuff off its plate.
Troubleshoot — Technical Diagnostics
Checks whether there's an outage in the area, reads the equipment's telemetry, restarts it remotely, resets the WiFi password. If none of that fixes it, it schedules a truck roll.
- Checks for an outage in the subscriber's service area
- Reads equipment telemetry
- Remote restart and WiFi password reset
- Schedules a truck roll only when a site visit is actually required
Nothing rolls a truck unless it has to.
Bill & Reactivate
Due-date, suspension, and payment-posted notices, triggered by your ERP. Payment happens inside the same conversation through Pagoralia, without pulling the subscriber out of the channel.
- Due-date and suspension notices triggered by your ERP
- Payment arrangements logged in the conversation
- Payment embedded via Pagoralia, no channel switch
- Service reactivated the moment payment posts
Fewer steps, less delinquency.
A Real Support Case
No outage. Just a dead ONT.
The case your support team handles fifty times a day, resolved as far as it can go without anyone rolling a truck.
→ telemetry ONT showing no signal · no outage reported in the area
→ decision run remote diagnostics before escalating
→ limit this needs a truck roll → escalating to a technician
Representative conversation, name changed.
The invisible handoff
Most cases close before they ever reach your team.
And the ones that do arrive come in half-solved, not from scratch. The most expensive mistake in automation is the subscriber who has to explain the problem twice: our agents know their limits and hand off with the history, the telemetry and everything already tried. The human walks in knowing, not asking.
resolved end to end by the AI agent
Your team stops handling the repetitive work and keeps what actually needs judgment.
Mass Notifications
When the network goes down, your help desk doesn't.
An unannounced outage means hundreds of identical messages in twenty minutes. With advance notice, and the agent confirming the outage on every inbound message, that spike flattens out on its own.
Bulk notifications sent to subscribers who've opted in to service alerts, using pre-approved WhatsApp message templates, segmented by service area.
Scheduled-maintenance notice with a time window and estimated restoration time.
The agent confirms the outage on every inbound message, so a per-subscriber ticket never gets opened.
Service-restored notice and a closing satisfaction survey.
The platform
One place for every conversation with your subscribers.
Everything you keep in five separate tools today, a single view with a single audit trail.
Unified inbox
Tickets and contacts from every channel in one panel.
Integrated telephony
Answer and call without leaving the platform. Automatic ticket and recording per call, with IVR.
Routing by specialty
Every inquiry reaches the agent who knows how to solve it. Fewer reassignments, more first-contact resolution.
Real-time SLA
Wait times, breaches and follow-ups at a glance.
Automatic CSAT
Survey at the close of every ticket. Average, performance by agent and by department, without buying anything extra.
Mass notifications
Invoices, due dates, outages and alerts triggered by events in your ERP, on pre-approved templates.
Channels
Every channel, one conversation.
Your subscriber writes from wherever they want, whenever they want. Your team sees it all in one panel, with one history. No tab switching, no losing the thread.
Same flow, same history, same inbox.
Inbound and outbound without leaving the platform. IVR, DID, automatic ticket per call, recordings and follow-ups.
On your site, with your brand identity and the same agent that answers everywhere else.
Queue management for your walk-in locations: check-in screen, waiting-room display and visit close-out from the same panel.
No channel built on unofficial workarounds. Everything runs on each platform's official APIs, fully certified.
Onboarding
A CS rep who knows your ERP before your first ticket.
The platform doesn't show up on its own. We migrate your operation without interrupting billing or service, and a named Customer Success rep is assigned to your account.
A dedicated CS rep
One person assigned who knows your ERP and your operation. Not a ticket in a queue.
Zero-downtime onboarding
We migrate the ERP connection and your channels without interrupting billing or ongoing support.
We show up in person
At your NOC or your front desk, when it's needed. It's been part of the company since our first customer.
Suri Labs
Propose features and vote on other ISPs' requests. The roadmap is built with the customer community watching.
Ecosystem
Four pieces, one operation.
Each one solves a different part of the subscriber lifecycle. They connect to each other because they were built by the same group — not bolted together afterward.
Suricata AI
AI-agent support across official channels, integrated with your ERP.
Nazca
Network management software from the same group, native to this ecosystem.
Pagoralia
Embedded payment collection inside the conversation, with local payment methods.
Miria Solutions
Second-tier support and consulting, with a specialized team for when you don't want to build it in-house.
Sold separately or together. You choose how far to go.
Tell us how your ISP handles support today.
We'll show you what changes, starting with your ERP: what's connected, what's missing, and what you'd see differently in week one. The demo is run by someone who knows this industry — not a generic script.
We work with ISPs at 1,000 subscribers and up. Below that, reach out anyway — we'll tell you straight if it's a fit.