Infosys partners ServiceNow to launch its ‘live operations platform’ for telcos

India’s second largest IT services firm Infosys, on Tuesday, teamed up with US-based software company ServiceNow to launch the Infosys Live Operations platform that is aimed at enhancing customer experiences for telecom providers. 

Infosys leveraged ServiceNow technology to build Infosys Live Operations, which seamlessly integrates with legacy and digital environments to simplify business operations by application rationalisation and technology stack optimisation. 

Infosys said, in a filing with the stock exchanges, as part of Infosys Cobalt, a set of services, solutions, and platforms for enterprises to accelerate their cloud journey, Infosys Live Operations will help telecom service providers reduce time-to-market and make feature-rich products. The platform aims to deliver up to 95% improvement in operational efficiency, a 10-20% increase in quality of service and experience, and a 40% reduction in operational costs. 

“Today, telecom service providers face unique challenges, one of which is commoditisation 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,” said Narsimha Rao Mannepalli, EVP, co-head of delivery and head – Cloud, Infrastructure and Cybersecurity, Infosys.  

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,” added Rao. 

Rohit Batra, vice president and head of telecommunications, media, and technology products at ServiceNow said that the live operations platform will “enable telecom service providers with a 360-degree view into customer preference data and insights, which has the potential to increase customer experience and retention”. 

Meanwhile, in April, Infosys reported lower-than-expected growth in the fourth quarter, reporting a 15.4% growth in constant currency terms. The IT major also gave a weak 4-7% revenue growth guidance for FY24 amid the tightening of IT budgets by clients following turmoil in the US banking sector, with Infosys CEO and MD Salil Parekh citing “uncertain environment” as the key reason for the low guidance.