solution

Digital Experience Layer

Unify fragmented IT stacks and deliver omni-channel experience

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Creating a unified platform to expose APIs/services across customer touchpoints.

CSPs operating legacy, fragmented, and incompatible technology stacks are limited in their ability to offer differentiation. This severely restricts their efforts to deliver a seamless and consistent experience across channels, ultimately resulting in low customer satisfaction scores and broken experiences across digital channels. The cost to transform legacy and core business applications is often so high that it compels business teams to derive insights and recommendations manually.

Virtusa’s Digital Experience Layer (DXL) is an overlay platform that integrates with disjointed technology or legacy stacks enabling a unified view of subscribers, products, and services across seamlessly integrated customer touchpoints.

Designed to help CSPs accelerate time to market, Virtusa’s DXL provides a microservices integration framework enabling standard services across sales, customer onboarding, order, post-sales, and associated customer and product journeys. The APIs are seamlessly integrated with supplier and partner channels through the orchestration layer to deliver a consistent experience across products and services. The APIs developed once will automatically be available across the ecosystem. Product and customer overlay component using referential model provides integrated sales bundles and standard interfaces.

Key features

The solution reimagines the customer journey, identifies areas for process and system optimization, and includes cross-channel modular components.

 Additionally, it includes an inbuilt analytics engine to recommend real-time contextual offers based on customer segmentation and modular components across the platform to drive configurability, reusability, and scalability to accelerate time-to-market. The key features include:

  • Pre-built digital experience components across explore, buy, use, support and bill
  • Decoupling of presentation layer with BSS and OSS systems
  • API driven architecture enabling components to drive self-service and automation capabilities
  • A single platform providing standard APIs enabling omnichannel capabilities across customer and partner channels (mobile, call center, IVR, social, Portal, PoS etc.)
  • Dynamic sales catalog to offer flexibility for users to change product bundles
Digital Experience Layer - Key Features
Digital Experience Layer - Key Benefits
Key benefits
  • Uptake in topline revenue
  • Faster time-to-market
  • Integrated customer experience
  • Increase in cross-sell up-sell opportunities

Success story

Virtusa helped a European telecom operator move up in their market position significantly by helping deliver an omnichannel customer experience

Virtusa designed, developed, and implemented a comprehensive omnichannel experience using DXL, delivering a seamless and consistent customer experience across connect, sell, order, contract, and post-sales journeys in all channels resulting in a 5% increase in topline revenues and a 40% reduction in time-to-market for new products.

Virtusa transformed the customer experience for enterprise business for a leading carrier in the UK

Virtusa consolidated 96 platforms into a single digital omnichannel platform across 26 OP-Cos delivering £1.4 million/year savings and a 76% reduction in product configuration lead time.

Virtusa delivered enterprise omnichannel with centralized content management capabilities for a leading ASEAN telecom operator

Virtusa delivered a multi branding digital platform (omnichannel solution), enabling the creation of omnichannel and multi-channel campaigns for marketing delivering a 25% increase in online sales and 50% reduction in promotion cost.

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