The client, a global telecommunications company, aspired to be the #2 service provider in the Hungarian telecommunications market. The client wanted to make significant strides to achieve their goals but due to siloed legacy stacks and fragmented IT landscapes, they were unable to attract new customers. To add to their woes, poor online experience and disjointed customer journeys made them lose their existing customers thereby increasing their customer churn rate. Besides these problems, their online channel had contributed to just 3% of their total revenues and high call volumes to the contact center increased their operational costs drastically.
The client, then engaged Virtusa as a primary vendor of choice. Virtusa helped to transform their legacy estate, improve their topline revenue, and deliver a seamless, consistent omnichannel experience. This was all done across web, mobile, contact centre, retail, and affiliate channels while reducing operational cost at the contact centers.