How Alba runs — and where AI docks
Channels to governance, heat marks the docking points. The systems layer is exactly what this demo platform simulates as real fake-API backends.
AI dockingdemo livein buildplanned
Channels
Where customers meet Alba — and where customer-facing agents dock
Web & app self-service
Contact center (voice, chat, email, social)
Own shops (~100)
Indirect retail partners
Outbound (email, SMS, call)
Functions
Front to back office — agent-assist and automation dock inside the workflow
Front office — sales
Front office — care
Mid office (order mgmt, complaints, credit)
Back office (billing ops, finance)
Systems (BSS/OSS)
The core estate — fake-API systems are exactly what the demo platform simulates
CRM & Case Management
Simulated in this platformProduct Catalog & Offer Engine
Simulated in this platformOrder Management
Provisioning & Activation
Billing & Collections
Simulated in this platformNetwork Inventory & Diagnostics
Outbound Comms Gateway
Simulated in this platformIdentity & Authentication
Analytics / DWH
Partners & sourcing
External capacity — where AI augments or substitutes sourced volume
BPO contact centers
Field service partners
Logistics
MVNO / wholesale hosting
Governance & KPIs
Steering, quality and compliance — where the operating concepts live
Conversation QA & quality steering
AI operating governance
KPI & partner steering
Privacy & compliance
Figures marked “actual” come from FY2025 public reporting; ranges marked “illustrative” are industry-plausible benchmarks, not company data.