Rapidly changing customer expectations with technological advancement
The Telecom Service Providers (TSPs) are at the existential crossroads today. With the blurring boundaries between communication and information technology, the smartphone revolution and applications have redefined consumer behavior and expectations. There is an explosion in data and need for network upgrade (4G/5G) without proven business models for monetization of the huge data traffic. Digital and OTT players are directly engaging with their customers, leading to a steady decline in traditional revenues and businesses. On the other hand, Telecom solutions have immense growth potential as providers of critical communications infrastructure and connectivity between customers and digital services providers. Hexaware is uniquely aligned to serve TSPs as a strategic transformational partner through its exclusive focus on DevOps, Agility, IT transformation models, as well as partnerships with next-gen digital platforms.
This applies to the Media and Entertainment (M&E) sector where the increase in the mobile and internet penetration and rising stature of the millennial is transforming online existence into a way of life. This gives the Media and Entertainment industry numerous opportunities to use technology to stay connected with their users across channels/mode of usage. Media houses and other OTT providers are turning towards new gen technologies like XR (extended reality), content analytics and hyper-targeted advertising.
Digital assurance has become critical in the Telecom industry due to factors including rapid advancements in the mobile application landscape, DevOps, the evolution of smartphones and the integration of partner products and services with traditional communication services.
Delivery of our services is driven by ‘Automation First’ principle right from test creation to implementation cycles, backed by our own IP platform ‘Digitest’ (our Digital Testing Solution that provides end-to-end validation from Big Data to insights) and ‘iD2E Automation’ (our Integrated Design2Execution (iD2E) platform that automates the entire testing lifecycle). We leverage our broad and deep experience of COTS products to deliver digital assurance services across applications, mobile testing and agile implementations.
The Telecom industry is evolving towards software-based agile infrastructure with programmable automated processes. Our remote infrastructure management, integrated operations, network operation management and hybrid Cloud services bring efficiency, scalability, and flexibility to Telecom operations as the industry witnesses business and IT transformation.
Our digital workplace solution integrates consumers, partners, and employees on one seamless platform to enhance consumer and employee delight. Our data security solutions provide protection and compliance for the industry as it increasingly embraces digital business models.
With the proliferation of smart devices and upgraded networks, Telecom providers must deal with a massive amount of data on customer behavior, preferences, movements, call center interactions, and tower logs. Big data optimization helps in driving cost efficiency and enhancing customer loyalty.
Some of our Analytics services are:
Hexaware has pioneered Robotics Process Automation (RPA) to shrink business processes and deliver digitally managed services to achieve huge gains for our customers.
Hexaware has developed robust delivery models to transform Telecom back-office operations to facilitate unparalleled customer experiences for wire-line, wireless and integrated service providers. We have developed proven methodologies and process harmonization models to bring in desired efficiencies. Hexaware has successfully outsourced services and delivered a 30%-50% value to Integrated Telecom companies.
Some examples are:
Hexaware’s shared services delivery model helps in consolidating business operations, reducing cost, improving service outcomes, and delivering business value. We develop a master strategy to enable shared services implementation across Information Technology, Finance and HR functions. Our shared services model combines transactional and common processes into an integrated business unit. We provide multiple engagement options including contract, complete ownership, hybrid, and collaborative models. Shared Services Consulting services include:
Telecom companies typically have numerous legacy backend systems in their network management, sales and product management functions, which may have been acquired or developed during the inorganic growth of the company over the years, or through business lines developed through diversification and choice of best solutions available in the past. Hexaware helps TSPs in centralizing and consolidating these IT and network applications, standardizing them and migrating them to a jointly developed target application framework. Consolidation helps in building a service-oriented architecture that seamlessly orchestrates between internal and external stakeholders and provides a single view of the customer, besides delivering huge operational savings due to shared resources and processes. Areas for centralization and consolidation include:
As the Telecom industry catches up with the digital revolution which has impacted other industries with emerging and innovative business models, much of the innovation (outside the traditional big vendor networks) takes place at smaller companies or start-ups. Hexaware has created an exciting ecosystem of many such innovative companies working to create new customer experiences, analytics-led customer targeting, new digital services, industry-specific applications, network monitoring, and social networks, to name a few. Hexaware helps integrate these new solutions with Telecom service delivery frameworks, testing them in a controlled environment, assessing their scalability, and creating new business propositions for end consumers. This innovation management has paved the way for higher customer retention, customer satisfaction, monetization of data traffic and new revenue streams.
Our Digital Customer Experience Management (CEM) offering is targeted towards transforming customers’ interactions with Telecom companies. Our offering combines the best of web portals, mobile-based access, social media interactions and service delivery with contextual customer insights and omnichannel engagement. Telecom companies thus benefit from personalized customer interactions and improved experiences. Some of our omnichannel and BI-led strategies include:
Hexaware works as a strategic partner to help Telecom companies with consulting, implementing, migrating and managing Cloud-based IT strategies and SaaS business models. Our Cloud offerings include:
New Digital Business – Music, IP TV, E-Commerce, Content
Hexaware provides Product Engineering services for network equipment manufacturers and independent software providers. We are uniquely positioned to help Telecom companies in their product development initiatives. Hexaware gets involved right from consulting on product architecture and design to development, launch, and maintenance.
Servicing an extensive customer base of Telecom companies across the world, Hexaware provides unique solutions that cover the spectrum of network infrastructure, including Access, CPE, Core, and Transport networks.
Our Product Engineering Solutions include:
Our product lifecycle services help network equipment vendors to launch new products at reduced costs through:
Hexaware is adept in the newest technologies such as Long-Term Evolution (LTE) and e2e Test Automation. We work across every stage of the network lifecycle, from planning and development, to system upgrades and decommissioning. Hexaware provides Level 2 and Level 3 support for wireless networking products, as well as remote management and lab support to reduce time to market and minimize development costs.
Next-gen ASM in media & entertainment provides application support & maintenance for both the customer and business-centric systems. Hexaware’s strategy, which is a blend of SmartOps, transformation-led approach & customer-business-IT alignment, leads to measurable benefits in the purview of incident counts, app footprint optimization, routine workload reduction, team size reduction, etc. The use of next-gen accelerators further provides significant benefits with respect to operational efficiency attainment
The BPS Automation service serves the various modalities/functions supporting a media & entertainment organization. The functions include customer service & technical support, procurement & supply chain, human resources, finance & accounting and credit collections & up/cross selling. Enabled by the best of breed automation platforms, Hexaware’s BPS service helps the customers in brand differentiation, cashflow enhancement for strategic investments, efficiency driving & operations optimization
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