TCS To Drive AI Business Support Transformation At Vodafone
- TCS selected by Vodafone Idea to modernize its business support system with an AI-powered, future-ready platform.
- Initiative leverages TCS HOBS and TCS TwinX to enhance automation, personalization, and operational efficiency across Vi’s digital ecosystem.
- Upgrade aims to deliver smarter, faster, and more tailored customer experiences, supporting Vi’s AI-led digital transformation journey.
Tata Consultancy Services (TCS), India’s largest IT services provider, has been selected by Vodafone Idea (Vi) to modernize its business support system (BSS) through an AI-powered, future-ready platform aimed at enhancing customer engagement and operational efficiency. The five-year programme is designed to embed automation, personalization, and intelligence across Vi’s digital ecosystem, enabling the telecom operator to accelerate the launch of new products and services while delivering more tailored experiences to its customers.
The modernization initiative will leverage two of TCS’s flagship offerings: TCS HOBS and TCS TwinX. TCS HOBS will serve as the foundational digital infrastructure for Vi’s BSS, ensuring seamless integration across multiple customer channels and providing stability to core operations. Meanwhile, TCS TwinX will bring AI and machine learning-driven intelligence to the platform, enabling scenario simulations, faster decision-making, and more personalized interactions.
By integrating these technologies, Vi seeks to increase operational dexterity, increase service resilience, and uphold the flexibility needed to keep pace with changing customer expectations in a rapidly competitive telecom industry. Jagbir Singh, Chief Technology Officer at Vodafone Idea, emphasized that the upgrade will allow the company to deliver 'faster, smarter, and more personalized digital experiences' to its customers.
Also Read: TCS and C-DAC Join Hands to Build India's Sovereign AI Cloud
The initiative represents a significant step in Vi’s digital transformation journey, enabling the company to adopt an AI-led approach to customer engagement while strengthening its ability to respond to changing market dynamics. Ujjwal Mathur, President and Country Head India Business at TCS, noted that the project builds on a 15-year-long partnership between the two companies. He described the collaboration as a pivotal moment in Vi’s AI-driven BSS transformation, highlighting TCS’s role in providing scalable, intelligent solutions that drive innovation and operational efficiency.
Though the financial terms of the deal have not been made public, the program reflects the escalating role of AI and automation in redefining core telecom operations. With the integration of intelligent AI-powered infrastructure with sophisticated digital infrastructure, Vi and TCS hope to develop a future-proof platform that can enable personalized services, accelerated product launches, and an enhanced digital experience for India's millions of customers.
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