Infosys Live Operations platform launched to boost CX for telecoms

Infosys in collaboration with digital workflow company ServiceNow has introduced the Infosys Live Operations platform designed to boost customer experiences (CX) for telecom companies.

The Indian IT firm said that it made use of ServiceNow technology to develop Infosys Live Operations that seamlessly integrates digital and traditional environments to streamline business processes through rationalization of applications and optimization of technology stack.

Rohit Batra — ServiceNow Vice President and Head of Telecommunications, Media, and Technology Products said: “Efficiency and experience are critical for any enterprise to thrive in today’s business environment. Infosys Live Operations platform, powered by ServiceNow, enables telecom service providers with a 360-degree view into customer preference data and insights, which has the potential to increase customer experience and retention.”

Infosys collaborates with ServiceNow to launch Infosys Live Operations platform to boost CX for telecoms. Photo courtesy of Infosys Limited.

Infosys Live Operations will be part of the Infosys Cobalt suite of solutions, services, and platforms, which are designed for businesses to help them accelerate their cloud journey. The new platform will aid telecom service providers in reducing the time to market and developing feature-rich products.

The goal of the Infosys Live Operations platform is to offer as much as a 95 percent enhancement in the efficiency of operations and a 10 to 20 percent improvement in the quality of service and experience, as well as a reduction of 40 percent in operational expenses.

Narsimha Rao Mannepalli — Infosys EVP and Co-head of Delivery and Head – Cloud, Infrastructure and Cybersecurity said: “Today, telecom service providers face unique challenges, one of which is commoditization of connectivity. As they look at increasing customer relevance, Infosys Live Operations platform provides a differentiated edge by improving the quality of customer service while simplifying business service operations.

“Our continued collaboration with ServiceNow has enabled us to work on many enterprise transformation initiatives and has given us the opportunity to not only emerge as a trusted partner but also a leader in the telecom industry. This latest collaboration will work towards a hyperconnected economy and enable us to provide world-class telecom solutions with an accelerated approach towards digital transformation.”