Case Study - Orange Platform Integration for a Contact Center Software Company

Overview

Inconcert is a software company specializing in contact center and customer experience solutions, serving enterprise clients across Latin America and Europe.

To expand their distribution reach, Inconcert needed to become a certified Independent Software Vendor (ISV) on a major European telecommunications operator's enterprise SaaS distribution platform. This platform allows the operator to resell and provision third-party software applications to their business customers — primarily SMEs and SOHOs — through their commercial channels.

Joining this ecosystem required building a fully compliant backend integration capable of receiving subscription lifecycle events from the operator's platform, managing those subscriptions internally, and notifying the platform when services were successfully provisioned and ready for end customers.

Sympan.dev was brought in to design and build this integration from scratch, working strictly within the technical specifications defined in the operator's official ISV integration documentation.

The Challenge

Integrating with a large telecommunications operator's distribution platform is a technically demanding process. The platform imposes strict API contracts, security requirements, and retry policies that the ISV system must handle correctly at every step.

The integration needed to cover the full subscription lifecycle: receiving new subscription registrations, processing modifications such as license count changes and application tier upgrades or downgrades, handling cancellations with full traceability, and notifying the platform when a service was ready for the end customer.

Beyond the API itself, Inconcert needed internal visibility into the state of every subscription flowing through the system, as well as automated alerts when key events occurred.

The system also had to be secure by design. All communication with the operator's platform is authenticated via JWT tokens issued through their OpenID Connect infrastructure, meaning every incoming request needed to be validated before any action was taken.

Our Approach

We designed and built a backend integration platform using Django, tailored to the operator's specification and Inconcert's operational needs.

REST API (ISV Layer)

We implemented the full set of endpoints required by the platform to manage the subscription lifecycle: new subscription registration, modification handling, and cancellation processing. Each endpoint includes strict payload validation, correct HTTP status code handling, and behavior aligned with the platform's retry policy — distinguishing between controlled business errors and infrastructure-level failures so the platform knows when to retry and when not to.

Ready For Service Notifications

We implemented an outbound notification service allowing the system to inform the operator when a customer's service has been successfully provisioned. This includes support for intermediate provisioning states and rejection flows, authenticated via OAuth2 client credentials across development, pre-production, and production environments.

Security

All incoming requests from the operator are validated using JWT tokens issued by their OpenID Connect infrastructure. The system validates the token signature, expiration, issuer, and identity claims, with separate security configurations per environment.

Admin Panel

We built a Django-based administration panel giving the Inconcert team full visibility into the subscription lifecycle — from initial registration through to active, modified, or cancelled states — without requiring direct database access.

Email Notification Service

An automated email notification service was implemented to alert the team on all key subscription events: new registrations, modifications, cancellations, and status changes. This ensures the operations team stays informed in real time without needing to monitor the admin panel continuously.

Deployment

The system was deployed on a managed cloud platform, chosen for its operational simplicity and reliability. A working MVP was validated in collaboration with the operator's technical team prior to production go-live.

The Result

Inconcert now has a production-ready integration with a major European telecom operator's SaaS distribution platform, enabling them to reach a new base of business customers through an established commercial channel.

The system handles the full subscription lifecycle automatically, keeps the team informed through real-time notifications, and gives administrators complete operational visibility through a purpose-built management panel.

By building a clean, specification-compliant integration, Inconcert was able to pass the operator's technical validation process and begin operating as a certified ISV on the platform.

What we did