Infosys launches Live Operations Platform to boost customer experience for telecoms

IT services provider Infosys has launched the Infosys Live Operations platform, aimed at enhancing customer experiences (CX) for telecom providers.Infosys for telecomsInfosys leveraged ServiceNow technology to build Infosys Live Operations, which integrates with legacy and digital environments to simplify business operations by application rationalization and technology stack optimization.

As part of Infosys Cobalt, a set of services, solutions, and platforms for enterprises to accelerate their cloud journey, Infosys Live Operations will help telecom service providers reduce time-to-market and make feature-rich products.

Infosys said the platform for telecoms aims to deliver up to 95 percent improvement in operational efficiency, a 10-20 percent increase in quality of service and experience, and a 40 percent reduction in operational costs.

“Infosys Live Operations platform provides a differentiated edge by improving the quality of customer service while simplifying business service operations,” Narsimha Rao Mannepalli, EVP, Co-head of Delivery and Head – Cloud, Infrastructure and Cybersecurity, Infosys said.

“Infosys Live Operations platform, powered by ServiceNow, enables telecom service providers with a 360-degree view into customer preference data and insights, which has the potential to increase customer experience and retention,” Rohit Batra, Vice President and Head of Telecommunications, Media, and Technology Products at ServiceNow said.

Infosys supports BT Group’s work with ServiceNow and has delivered multiple key projects in the past, using a range of different ServiceNow products and capabilities.

“We worked with Infosys to deliver a ServiceNow platform for BT, to help enterprises optimize their cost and performance. The focus for us is to achieve a transformation in user experience for network engineers and achieve a close interworking with service desk agents,” Julian Stobbs, Service Insight and Transformation Director, BT Group said.