Company: Jio Platforms Limited
Product Title: JIO B2C System – ODA-C-JIO Assist
eTOM & SID Version: 24.0
Conformance Type: Solution Conformance
Assessment Completion Date: March 2025
Detailed Certification Report: JIO B2C System – ODA-C-JIO Assist

General Overview

This document provides details of JIO B2C System for JIO-Assist, against the following ODA Core Frameworks:

• Business Process Framework (eTOM) version 24.0
• Information Framework (SID) version 24.0

The assessment included a review of the methodology approach to process and information modeling, respectively against the TM Forum’s Business Process Framework (eTOM) and the Information Framework (SID) according to the specific processes and entities submitted in scope for the Assessment.

Solution Functionality/Capability Overview

JioAssist breaks traditional boundaries in contact center customer support by offering a truly device-agnostic, responsive and user-friendly platform. JioAssist is built on a modular, API-driven architecture leveraging REST APIs, microservices, and microfrontends. It empowers contact center agents with advanced features such as diagnostic widgets, proactive badges, contextual knowledge management (KM), and Trouble-to-Resolution (T2R) automation. These capabilities deliver real-time insights, enabling agents to resolve customer issues swiftly and accurately. By unifying multiple applications into a single, streamlined interface, JioAssist simplifies workflows and significantly enhances agent productivity. The platform’s adoption of open-source technologies, horizontal scalability, and elimination of proprietary dependencies make it a cost-effective, flexible, and sustainable alternative to traditional IT systems.

Architecture

JioAssist is a modular, API-driven platform designed for seamless customer support and operational efficiency. It leverages Microservices and Micro Frontends architecture, ensuring scalability, flexibility, and real-time responsiveness.

eTOM Certification Scope

The following figure presents the Business Process Framework Level 2 processes in scope for conformance certification. .

Process coverage for JIO B2C System for JIO-Assist – Conformance Certification

Information Framework v24.0 – Jio B2C System for JioAssist – Conformance Scope

Figure 3 – ABE coverage for Jio B2C System for JioAssist – Conformance Certification 

Detailed Certification Report: JIO B2C System – ODA-C-JIO Assist

For more information on JIO B2C System for JIO JAM JCE, please contact:

Sushil Sharma, JioAssist Delivery Manager, JIO Platform: [email protected]

Manoj Mhatre, eCare Platform Head, JIO Platform: [email protected]

For any additional information on this ODA Conformance Certification Report, please contact TM Forum at [email protected]

Report Misuse: Conformance certification is an important part of enabling the communications industry to maintain profitability as it migrates to new services and new business models. Gaining the conformance mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at [email protected].

Disclaimer: TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.