Islamabad – Pakistan Telecommunication Company Limited (PTCL), the country’s leading ICT services provider, has partnered with PayFast, a State Bank of Pakistan-licensed Payment Service Provider (PSP), to launch Pakistan’s first-ever WhatsApp-based bill payment solution. This groundbreaking service allows PTCL customers to view and pay their bills directly through WhatsApp, marking a significant step in digital customer service within Pakistan’s telecom sector.
The official partnership signing ceremony took place at PTCL’s headquarters in Islamabad, with key executives from PTCL, eOcean, and PayFast in attendance. The collaboration allows PTCL customers to choose from multiple payment methods, including major banks and popular mobile wallets. This service is powered by eOcean, a leading cloud communication service provider, ensuring a seamless and integrated experience for users.
To use the service, customers need to enter their CNIC and account number on WhatsApp, and verify the transaction using an OTP (One-Time Password) sent to their registered mobile number. Once the transaction is confirmed, customers receive an instant receipt within the WhatsApp chat. Beyond bill payments, PTCL’s WhatsApp bot offers a variety of other features designed to enhance customer convenience. These include real-time troubleshooting for service-related issues, bill inquiries, tax certificate retrieval, and the option to subscribe to additional services, such as Flash Fiber bolt-ons.
Syed Atif Raza, Group Chief Commercial Officer of PTCL & Ufone 4G, emphasized that the WhatsApp-based bill payment solution is an integral part of PTCL’s digital transformation strategy. He said, “This solution aligns with our efforts to enhance customer convenience and set a new benchmark for customer experience in Pakistan. PTCL is proud to lead this innovation, making digital transactions simpler and more efficient for our customers.”
Mahwish Saad Khan, Chief Business Officer of PayFast, also highlighted the significance of the partnership, stating, “Our collaboration with PTCL represents a pivotal milestone in transforming digital payment experiences in Pakistan. By integrating PayFast’s secure and user-friendly payment solutions with PTCL’s WhatsApp bot, we are offering an easier and more accessible way for customers to make payments.”
Altaf Siddiqui, Director of Products at eOcean, added, “WhatsApp chatbots offer immense potential for telecom providers by enabling instant top-ups and personalized customer support at scale. With WhatsApp’s unmatched reach and adaptability, it is the ideal platform for PTCL to enhance customer interactions and ensure efficient service delivery.”
The launch of this WhatsApp-based bill payment solution marks a significant step forward for PTCL, PayFast, and eOcean in their shared mission to drive digital innovation within the telecom sector. This initiative sets a new standard for customer-centric services and contributes to building a digitally empowered Pakistan, offering enhanced convenience and accessibility for customers across the nation.
