The whitepaper argues that B2B telecom customer expectations now demand digital-first service management, because legacy systems create friction, slow change, and a confusing “maze of options” when enterprises manage many services across employees and policies. It recommends an integrated digital management portal that provides a single, secure “pane of glass” where both operator and customer can view services, enable self-service, and support real-time engagement, backed by centralized customer data (a 360° view), analytics, and strong identity controls like SSO and permissions. It also proposes adding a portal layer above existing silos to improve experience now while allowing underlying BSS/OSS components to be replaced later without disrupting customers. Enghouse positions InCharge as

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