Deliver superior consumer experience and build customer loyalty

Virtusa / Communications / Consumer

The communications business is constantly evolving due to ever-changing consumer demands. A granular understanding of customers is the most valued asset for Communication Service Providers (CSPs) to build innovative, agile cloud solutions and business models. This detailed understanding includes their customers’ demographic profile, behavior, preferences and price sensitivity. As a result, global CSPs are constantly disrupting and reinventing their business models to effectively cater to these changing demands and deliver a superior and engaging customer experience.

With the emergence of the Internet of Things (IoT), Machine-to-Machine (M2M), Over-The-Top (OTT) services and digital technologies, there is a 360-degree focus on customer experience. Now, customer experience is at the forefront of digital innovation and continues to influence CSPs’ strategies and operational decisions.

Solutions for the Consumer segment

Digital Experience Layer

Single platform delivering seamless and consistent experience across touchpoints

Digital Experience Layer

Virtusa’s Digital Experience Layer offers CSPs the ability to 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 while reducing our customers’ total cost of platform ownership and enabling the introduction of new services and features. Our solution reimagines the customer journey, identifies areas for process and system optimization, and includes the creation of cross-channel modular components. The key features include a single platform to provide omnichannel capabilities (mobile, call center, IVR, social, Portal, PoS etc.), a dynamic sales catalogue to offer flexibility for users to change product bundles, and a 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.

Contextual Real-Time Offers

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

Contextual Real-Time Offers

Virtusa’s Contextual Real-time solutions help CSPs build and develop personalized customer experiences raising their technical abilities to more accurately segment their markets and 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 including dynamic product catalogue, OSS/BSS adapters, supplier integration & robust analytics. Virtusa’s dynamic product catalogue supports hierarchical product modeling to support both simple and complex product structures, a modular approach to support inheritance capabilities as per demand and a rule-based platform to support eligibility, orchestration, pricing, personalization, etc. These features enable seamless supplier integration for CSP products & services enabling recommendation and provisioning of contextual bundles based on specific customer segmentations. This also enables CSPs to operate on various business models (i.e. subscription, one-time change and on-demand) and get real time transactions (activities, orders and bills) of the customers.

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, thanks to the valuable interactions they have with customers across the customer lifecycle. Our solution employs smart tools for fault identification and resolution that enable field engineers to confidently resolve customer issues while freeing up time to focus on customer communications. This ultimately enhances customer experience and improves cross-sell/up-selling opportunities. Our solution enables Communication Service Providers (CSPs) to quickly introduce new products, services, and network technologies at lower costs due to mobile app intelligence while reducing training needs and enabling field diagnostic data to seamless interact with customer relationship, network management and testing tools. Arming your front line, this customer facing workforce solution translates into 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.

Intelligent Business Process Automation

Artificial Intelligence (AI)-driven robotic processes to automate manual operations across billing, service and customer care operations

Intelligent Business Process Automation

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

Virtusa’s Intelligent Business Process Automation solution for CSPs offers AI-driven robotic processes to automate manual operations across billing, service, and customer care operations. Our solution enables CSPs to reduce operational cost while at the same time improve operational efficiency. Virtusa’s proprietary RPA solution accelerator “Acceleo” enables CSPs 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 CSPs reduce 40% on their operational expenditures.

Data Monetization

A platform to aggregate data and generate new revenue streams

Data Monetization

Communication Service Providers (CSPs) have many areas for data monetization. These 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 providing information on customers, operations, billing, network and social media across B2C and B2B customer segments. Our solution helps CSPs treat ‘data’ as a ‘product’ and align their data monetization processes with their big data strategies. 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 different ways of monetizing data.

Subscriber 360+

Enable static and dynamic customer profiling

Subscriber 360+

Virtusa’s Subscriber 360+ solution has been developed with a focus on providing a single view of the customer’s information across product/service lines, accounts and LOBs. Our solution enables CSPs to

•Aggregate data across multiple business units and functionally disparate systems to create a single reference of the customer
•Adopt consistent processes & policies to standardize data and incorporate business and customer centric rules to eliminate incorrect data from entering the system
•Enable dynamic profiling of customer leveraging real-time insights across orders, billing records, activities, incidents and transaction details
•Segment customers based on demographics including ARPU, insight into family and friends, geo- locations etc.

Virtusa a Visionary,
2 years in a row
2018 Gartner Magic Quadrant for IT Services for Communications Service Providers, Worldwide

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