Islamabad: Pakistan Telecommunication Company Limited (PTCL), a leading ICT services provider, has collaborated with PayFast, a Payment Service Provider (PSP) licensed by the State Bank of Pakistan(SBP), to introduce a new bill payment solution via WhatsApp.
This service allows PTCL customers to conveniently view and pay their bills through the messaging platform, marking a significant development in digital customer service within Pakistan’s telecom sector.
The official signing ceremony for the launch was held at PTCL Headquarters in Islamabad, with senior leaders from PTCL, eOcean and PayFast in attendance. This collaboration allows customers to choose from a variety of payment methods, including major banks and popular mobile wallets. The seamless integration of this service is powered by eOcean, a leading cloud communication service provider.
To finalise a payment, customers are required to input their CNIC and account number, authenticate the transaction through a one-time password (OTP) sent to their registered mobile numbers, and subsequently receive an immediate receipt within the messaging interface. In addition to facilitating bill payments, the PTCL WhatsApp assistant provides functionalities aimed at enhancing the overall customer experience.
PTCL’s WhatsApp assistant not only streamlines the process of bill payments but also provides an array of customer-oriented features aimed at improving convenience. These encompass real-time resolution of service-related issues, enquiries regarding billing, retrieval of tax certificates, and the option to subscribe to supplementary services such as Flash Fibre add-ons.
Syed Atif Raza, Group Chief Commercial Officer, PTCL & Ufone 4G, stated, “The WhatsApp-based bill payment solution aligns with our digital transformation strategy, aimed at enhancing customer convenience and delivering top-notch services. PTCL is proud to pioneer this solution in Pakistan through a partnership with PayFast, setting a new benchmark in the industry for customer experience. We are committed to streamlining interactions for our valued customers and making digital transactions as simple as possible.”
Mahwish Saad Khan, PayFast’s CBO states that, “Our partnership with PTCL is a pivotal milestone in redefining digital payment experiences in Pakistan. By integrating PayFast’s reliable and user-friendly payment solutions with PTCL’s WhatsApp bot, we are making transactions easier and more secure than ever. Together, we are fostering a culture of digital innovation to empower customers nationwide with accessible payment options.”
Adding to the conversation, Altaf Siddiqui, Director of Products, eOcean, commented, “WhatsApp chatbots offer transformative potential for telecommunication providers by enabling instant top-ups and personalized customer support at scale. With WhatsApp’s unmatched reach and adaptability, it seamlessly aligns with user preferences, making it an ideal platform for PTCL to enhance customer interactions and ensuring swift service delivery.”
The launch of WhatsApp bill payments marks another significant step in PTCL, eOcean and PayFast’s joint commitment to transforming customer interactions and advancing digital innovation in telecom sector, playing a pivotal role in building a digitally empowered Pakistan.