Telcos’ quest for customer-centricity: Fixing data gaps to deliver what users truly need |  Read the report

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segment

Next-gen business support systems (BSS) transformation

Accelerate tech-co transformation with a catalog-driven, cloud-native digital BSS stack

The telecommunications industry is at an inflection point. As communication service providers (CSPs) evolve into tech-first organizations, they face rising expectations for real-time, hyper-personalized, and omnichannel digital experiences. Yet, legacy business support systems (BSS), built for a voice-centric era, are ill-equipped to support the demands of 5G, internet of things (IoT), and B2B2X models.

With over $70 billion in OSS/BSS investments projected by 2027 (IDC), modernizing BSS is critical to enabling agility across customer experience, billing, product innovation, and revenue assurance.

The question isn't whether to modernize—it's how fast. Those who act now will gain agility and cost-efficiency, while laggards risk falling behind digital-native competitors.

The future of BSS is AI-native, cloud-native, and data-driven

The legacy BSS bottleneck: Why status quo equals strategic risk?

Even as CSPs aim to go digital, many still stick with legacy BSS systems designed for a past era focused on voice services. These outdated platforms block progress, making it hard to move fast, stay flexible, and use data smartly in today’s digital world. Some of the key challenges include:

  • Monolithic and rigid stacks that delay time to market for new products, services, and experiences
  • Disjointed customer data and siloed intelligence limiting hyper-personalization and contextual engagement
  • Legacy charging and billing engines are unable to handle emerging business models like usage-based, subscription, and B2B2X
  • Cumbersome integrations across aging CRM, catalog, and order management systems
  • Lack of real-time policy control and AI-driven insights to drive dynamic pricing, offer management, and proactive experience management

The future of BSS is AI-native, cloud-native, and data-driven

To overcome these barriers, CSPs need more than a simple upgrade. They need a fundamental shift. The future of BSS is AI-native, cloud-native, and data-driven.

Tomorrow's winning CSPs will operate on platforms anticipating customer needs, dynamically optimizing real-time pricing, and automatically orchestrating complex B2B2X partnerships. These systems don't just process transactions; they generate insights, predict behaviors, and create new revenue streams autonomously.

The partner of choice for BSS transformation

As transformation partners with 20+ years of telecom expertise, a robust partner ecosystem (including Salesforce, Netcracker, Snowflake, and more), and a proven track record of delivering measurable impact, Virtusa empowers CSPs to turn their BSS into a digital growth engine. Because in tomorrow’s telco economy, the winners will be those who personalize at scale, monetize with speed, and operate with intelligence.

At Virtusa, we recognize that no two telcos are alike. Each has a different legacy, a different ambition, and a different pace. That’s why we bring a modular, AI-native, and outcome-driven approach to BSS transformation—rooted in three strategic pillars that unlock value fast:

Customer experience reinvention: Loyalty is earned through experiences, not just services.

Virtusa helps CSPs unify customer intelligence, modernize engagement platforms, and apply AI-driven insights. This enables hyper-personalized, predictive, consistent experiences that drive loyalty and long-term value.

Cloud-native and intelligent operations: Legacy operations can’t power next-gen networks.

Virtusa transforms legacy BSS into agile, microservices-driven systems with built-in intelligence. It enables end to end automation, real-time risk mitigation, and accelerated innovation through continuous improvement/continuous development (CI/CD), DevSecOps, and AI-powered analytics.

Revenue and product agility: Monetization windows are shrinking, and expectations are rising.

Virtusa empowers CSPs to rapidly launch, monetize, and scale next-gen services through catalog-driven automation, flexible billing models, API-first integration, and cloud-native infrastructure, unlocking new revenue streams quickly and precisely.

Our solutions

Virtusa helps CSPs transform their BSS ecosystems with agility, intelligence, and customer-centricity. Our solutions empower business agility through cloud-native platforms, AI-driven customer engagement, and real-time monetization capabilities.

Digital enterprise architecture

Reimagine your architecture—cloud-native, AI-ready, and built for the open digital future

Virtusa redefines traditional BSS blueprints with cloud-native, AI-ready enterprise architecture that aligns with TM Forum’s Open Digital Architecture (ODA).

  • Application portfolio rationalization breaks down complex legacy systems into reusable, API-enabled business components that reduce maintenance costs and accelerate feature delivery.
  • Scalable infrastructure implementation creates data-driven, event-responsive systems with dynamic resource allocation across cloud environments to optimize operational efficiency and cost management.
  • Automated intelligence integration enables AI-driven orchestration and real-time insight delivery across unified BSS and OSS operations, improving decision-making speed and accuracy.
  • The investment-protected architecture delivers sustainable technology foundations that accelerate time to market for new services, streamline partner ecosystem integration, and enable flexible revenue model adaptation. 

Turn legacy complexity into cloud-native velocity.

Virtusa leads full-stack BSS transformation—from CRM and order orchestration to billing and revenue assurance—using cloud-native paradigms and AI/ML acceleration.

  • Scalable system architecture utilizing microservices principles to create flexible, high-performance BSS platforms that reduce operational costs and improve service reliability
  • Customer experience transformation through integrated digital engagement solutions, intelligent service management, and real-time pricing capabilities that increase customer lifetime value
  • Operational efficiency enhancement via cloud-native DevOps implementation that reduces deployment cycles minimizes system downtime, and accelerates feature delivery
  • Strategic capability development enabling support for advanced service offerings, including 5G monetization, IoT service management, and multi-party B2B2X revenue models while ensuring scalable business growth

Engineering-led innovation with AI, APIs, and automation at the core

Virtusa’s application development and management (ADM) services go beyond support—we engineer resilience, speed, and intelligence into every application.

  • AI-enhanced development processes improve code quality through automated review, predictive defect analysis, and intelligent testing frameworks that reduce development cycles and enhance reliability
  • Flexible integration architecture implementing event-driven microservices and robust API management to enable rapid business capability deployment and ecosystem connectivity
  • Proactive operations management combining DevSecOps security practices with AIOps monitoring to ensure system resilience, automated scaling, and continuous security compliance
  • The innovation-enabled application foundation creates adaptive, intelligent systems that support continuous business evolution while optimizing operational efficiency and reducing the total cost of ownership

Operate smarter and faster with AI-infused managed services

Virtusa embeds AI/ML and cognitive intelligence into BSS operations to shift from reactive to proactive.

  • Behavioral intelligence platforms providing predictive churn analysis, intelligent next-best-action recommendations, and customer satisfaction optimization through advanced analytics and machine learning
  • Revenue protection and growth through real-time AI monitoring that prevents revenue leakage detects fraudulent activities and enables predictive support that reduces operational costs
  • Automated workflow optimization utilizing natural language processing, computer vision, and intelligent automation to create self-managing BSS processes that adapt to changing conditions
  • Autonomous operational capabilities that deliver insight-driven service management, systematic operational cost reduction, and automated revenue optimization across all business functions

Where global leaders turn for telecom business transformation

Working with telcos to help them modernize core systems, transform business, and disrupt their markets with game-changing technologies.

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