Telcos’ quest for customer-centricity: Fixing data gaps to deliver what users truly need | Read the report
Telecom is no longer just about connectivity; it's about creating intelligent, adaptive, and value-driven ecosystems. The convergence of 5G, AI, cloud, and internet of things (IoT) opens doors to automation, hyper-personalization, and new revenue streams.
Operators who embrace platform-driven models, leverage data strategically, and build seamless digital experiences will be best positioned for long-term success. It's not just about scaling infrastructure—it’s about redefining services and tapping into entirely new revenue streams. From AI-powered network optimization to industry-specific IoT solutions, the possibilities are immense. Tomorrow’s telecom leaders aren’t just keeping pace but shaping what’s next.
The partner of choice for data-native, cloud-native, and AI-native telecom transformation
Virtusa is the strategic partner telecom operators trust to lead transformation at scale. We combine deep domain expertise with domain-led engineering, next-gen technologies, and industry-specific innovation. Our data-native, cloud-native, and AI-native approach empowers communication service providers (CSPs) to modernize legacy stacks, unlock AI-powered efficiencies, and monetize emerging opportunities across 5G, Edge, and beyond connectivity to unlock agility, resilience, and new growth opportunities—at scale.
With this foundation, we accelerate outcomes across BSS/OSS modernization, intelligent automation, network-cloud convergence, and digital service innovation. Our telco-centric accelerators, like the Platform of Platforms (PoP), enable real-time data orchestration, dynamic partner ecosystems, and hyper-personalized customer experiences.
To deliver this impact, our solutions focus on enabling telecom operators to thrive in the digital era, where success demands more than just connectivity.
Transformative digital technology solutions
Dramatically increase the success of your digital transformation. Whether developing net new solutions or scaling existing processes and staff worldwide, Virtusa helps you reach your goals in some of today’s most complex and fast-moving use cases.
Our Partners
Powering the future of telecom through strategic ecosystem partnerships
We help CSPs embrace digital transformation
We build niche and technologically advanced solutions to accelerate time to market and deliver the next-gen experience. We leverage our communications lab to create innovative solutions using emerging technologies for CSPs.
REPORT
Telcos’ quest for customer-centricity: Fixing data gaps to deliver what users truly need
By Niladri Shekhar Dutta
Our insights
Virtusa’s technology and industry experts share knowledge on tackling today’s business and digital transformation challenges. Get key tips and insights to inspire new thinking, avoid pitfalls and drive higher results.
Frequently Asked Questions
We partner with communication service providers (CSPs) to drive transformation beyond connectivity. We help telcos evolve into “tech-cos” by modernizing legacy BSS/OSS stacks, enabling 5G and edge monetization, and building data-driven digital services. With deep telecom domain expertise and next-gen engineering, Virtusa empowers CSPs to unlock agility, scale, and new revenue streams.
Virtusa offers end-to-end IT solutions for CSPs, including:
- BSS/OSS modernization via cloud-native, catalog-driven architectures
- Telco cloud transformation for network virtualization and scalability
- Intelligent automation and process automation across operations and order fulfilment
- Digital service platforms including self-care portals, AI chatbots, and omnichannel customer journeys
Virtusa embeds AI deeply into telecom transformation. Through our telco data, analytics, and AI offerings, we build AI-native, cloud-first platforms that unify network, operations, and customer data. We incorporate paradigms like agentic AI for automated decision-making, edge AI for real-time inference at the network edge, and Sovereign AI frameworks for data governance. These capabilities enable predictive maintenance, proactive customer care, zero-touch operations, and dynamic monetization of 5G and edge services.
Virtusa brings a large pool of specialized telecom domain experts (over 4,000) and deep engineering-first DNA. Recently, we acquired Sincera Technologies, gaining specialized telco data engineering expertise and the 1Data platform, strengthening our OSS/BSS modernization and network-data capabilities. This acquisition bolsters our ability to deliver large-scale, data-led digital transformation to communications clients.
One notable example is Virtusa’s work with major CSPs to modernize their BSS/OSS stacks. Through our Platform of Platforms (PoP) architecture, we orchestrated real-time data flows, enabled ecosystem monetization, and delivered highly personalized customer experiences. Additionally, in our transformation work with BT (British Telecom), we leveraged AI, automation, and data analytics to significantly improve operational efficiency and customer satisfaction—earning recognition at the ISG Paragon Awards.