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success story

Virtusa transforms telecom operations with cloud-native BSS and strategic partnerships

Unifying systems, accelerating growth, and enhancing customer experience

A leading British business broadband, telephone, mobile phone, and IT support provider faced immense pressure to modernize its extensive technology stack. With customer expectations at an all-time high, the client, a newly de-merged entity, needed to rapidly replace its legacy Contact Center and Business Support Systems (BSS) infrastructure and exit a critical transitional services agreement (TSA).

The client recognized an increasing need for a technology partner to:

  • Address the complexities of de-merging from existing infrastructure.
  • Consolidate disparate systems into a cohesive, modern platform.
  • Improve overall business efficiencies and accelerate time-to-market for new services.

As a trusted digital transformation partner, Virtusa leveraged its deep telecom expertise and strategic alliances to deliver a novel, cloud-native solution, setting a new benchmark for telecom operational excellence.

The Challenge

In late 2023, the client became a standalone company, facing a critical mandate to replace its Contact Center and Business Support Systems (BSS) infrastructure and de-merge from a legacy transitional services agreement (TSA) by May 2025.

This primary challenge required replacing existing telephony solutions and consolidating multiple Contact Center as a Service (CCAS) platforms into a cohesive stack. The client's core objectives were to reduce costs by maximizing self-service capabilities, improve data-driven decision-making, and create a tightly integrated, modern cloud platform to future-proof their business.

The Solution

Virtusa was the prime integrator, leading a collaborative effort with Salesforce (including MuleSoft) and ARIA to deliver a "BSS in a Box" solution. This "best of breed" enterprise Software as a Service (SaaS) stack was unified on AWS, with Salesforce and ARIA running on AWS's public cloud infrastructure. Salesforce specifically leveraged its Hyperforce infrastructure, which is built on AWS.

Virtusa's innovative approach included using our proprietary, AWS-based FluidPro tool for seamless data migration. This collaborative, low-code, cloud-native solution, designed with an AI-Optimized Concept to Care vision, laid a solid foundation, paving the way to meet the critical TSA exit deadline.

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The Benefit

The collaborative solution delivered a significant, measurable impact, enabling the client to meet its critical de-merger deadline and launch a first-of-its-kind greenfield BSS-in-a-box implementation for a Telco on AWS. This project also marks the first implementation as a Salesforce Original Service Provider (OSP) partner.

The integrated solution's design is expected to:

  • Improve product decomposition timelines by 30%.
  • Improve Time-to-Market (TTM) by 20-25%, directly accelerating business growth.
  • Drive 5-10% top-line revenue growth within a three-year window.

Qualitatively, our success was driven by a shared vision for a cloud-native, standards-based architecture that maximized self-service and reduced operational costs. This strategic partnership, highlighted by our ability to get our partners excited and committed, proved critical to achieving a tightly integrated, highly available, and secure platform that delivered on all key customer objectives.

AWS services used

  • AWS Lambda
  • AWS API Gateway
  • AWS Managed Apache Airflow
  • Amazon S3
  • Amazon Redshift

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