Improving customer intimacy and delivering unmatched customer experience

Cable MSOs have undergone a major transformation from simple TV distribution to personalized bundles of quad-play services, placing great strain on their legacy back-office systems. Now, Industry consolidation and intense competition from OTT players is forcing them to innovate around mobility, cloud-based applications, and connected homes. Additionally, advanced competitors such as Apple and Amazon are making them provide a far richer customer experience.

Virtusa’s digital engineering and transformation solutions help MSOs simplify their network architecture and deliver greater automation for their orchestration platforms. Leveraging our innovation frameworks, we empower MSO with advanced analytics and customer insights, accelerating system migrations to next-generation platforms, and modernizing new services delivery platforms. Our business process automation solutions help MSOs improve performance significantly through consolidated customer views and proactive service management. We ensure that you have the bandwidth and service scalability that is essential to embrace new markets and improve business agility.

Solutions for the MSO segment

Contextual Realtime Offers

Dynamic product bundling to deliver seamless integration with OTT/IoT/VAS suppliers

Contextual Realtime Offers

Virtusa’s Contextual Real-time solution helps MSOs build personalized customer experiences and accurately segment their markets to provide compelling and targeted offers. Our solution delivers a comprehensive contextualization capability supporting customer touchpoints, location-based services and product recommendations across a set of technologies. Virtusa’s dynamic product catalogue supports hierarchical product modeling to support both simple and complex product structures, modular approach to support inheritance capabilities as per demand and rules based platform to support eligibility, pricing, and personalization. These features enable seamless supplier integration for products & services enabling recommendation and provisioning of contextual bundles based on specific customer segmentations.

Digital Experience Layer

Single platform delivering seamless and consistent experience across touchpoints

Digital Experience Layer

Virtusa’s Digital Experience Layer enables MSOs eliminate fragmented customer journeys while at the same time deliver seamless and consistent experience across channels. Our solution overlays on existing legacy systems leveraging our industry leading microservices integration framework to provide customers a simple yet profound customer experience. It also helps reduce total cost of platform ownership and enables introduction of new services and features. Key features include single platform to provide omnichannel capabilities (mobile, call center, IVR, social, Portal, PoS etc.), dynamic sales catalogue to offer flexibility for users to change product bundles, and 360-degree subscriber view to build static and dynamic view of the customer. Additionally, it also includes an inbuilt analytics engine to recommend contextual real-time offers based on customer segmentation and modular components across the platform to drive configurability (70%), reusability (60%) and scalability to accelerate time-to-market.

Field Engineer App for Customer Complaints

A rules-driven test and diagnostics solution supported by a smart mobile app to facilitate real-time diagnostics and optimize workforce efficiency

Field Engineer App for Customer Complaints

Virtusa’s Field Engineer App for Customer Complaints offers a rules-driven test and diagnostics platform supported by a smart mobile app to facilitate real-time diagnostics and optimize workforce efficiency. Field engineers are at the forefront of redefining customer loyalty, due to the interactions they have with customers across the customer lifecycle. Our solution employs smart tools for fault identification and resolution that enable field engineers to resolve customer issues while freeing up time to focus on customer interactions. This ultimately enhances customer experience and improves cross- sell/up-selling opportunities. Our solution helps launch new products, services, and network technologies at lower costs due to mobile app intelligence while reducing training needs. This customer facing workforce solution helps faster resolution of customer issues, lower training costs associated with new services and technology introductions and most importantly deliver a great improvement in customer service.

Data Monetization

A platform to aggregate data and generate new revenue streams

Data Monetization

MSOs are sitting on vast amounts of data. When properly monetized, they can significantly help increase top line. Some of the areas where data can be monetized include:

•Network management (traffic optimization, predictive maintenance)
•Marketing (cross & upselling, personalization, life-cycle management, churn prevention)
•Finance (fraud management, assurance)
•IT (predictive maintenance)
•New Business (revenue sharing, in-store & smart screens, geo-location advertising)
•Customer Service (CX management, skill management)

Virtusa’s Data Monetization solution offers Data Lake and analytics on a single platform to enable seamless integration on OSS-BSS stack, hence provide information on customers, operations, billing, network and social media. It offers features such as real-time segmentation and geo location analysis to provide personalized services, seamless integration of customers with partner channels (Retail, Healthcare, Banking etc.), subscription based APIs for customers to drive self-service, and real-time view on network utilization and optimization to make informed decisions on monetizing data.

Intelligent Business Process Automation

Artificial Intelligence led robotic processes to automate manual operations across billing, service and customer care operations

Intelligent Business Process Automation

Artificial Intelligence (AI) solutions helps better understand different fallout patterns, choose resolution options and analyze cycle time measures based on historical analysis and trend data. Leveraging AI, MSOs can identify the areas to be automated and suggest next-best actions based on resolution guides. Post this, RPA can be engaged to enable automation across processes and improve operational efficiency.

Virtusa’s Intelligent Business Process Automation solution offers an Artificial Intelligence (AI) led robotic processes to automate manual operations across billing, service and customer care operations. Our solution helps reduce operational cost while at the same time improve operational efficiency. Virtusa’s proprietary RPA solution accelerator “Acceleo” helps with an easy, efficient and cost effective way to automate. Together with consulting-led methodology to identify use cases, strong partnerships with leading RPA vendors such as BluePrism, UIpath, Automation Anywhere etc. and seamless integration of RPA with Cognitive and AI technologies across channels (such as online, call center, POS, mobile etc.), we help reduce 40% on their operational expenditures.

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Virtusa Corporation
132 Turnpike Road
Suite 300,
Southborough, MA 01772