As a former Tele2 hub, the center came under Cognizant’s flag in May 2018. Now, several Nordic and central European clients within telecom, finance, and manufacturing enjoy its telecom and full cycle IT services. The center has also been recognized both as a leader within the shared services space and for its sustainability efforts.
Cognizant’s Riga-based delivery center is the first within the Cognizant sphere focusing on telecom specifically and IT in general. The overall idea is to allow both room and resources for value creation by optimization and automation of processes that are further away from clients’ core businesses.
Initially a Tele2 support center, the center has now expanded and services nine companies across the Nordics and central Europe, among them two Scandinavian banking and finance organizations, a Spanish telecom operator, and a German car manufacturer.
The primary skills of the center’s 225+ employees are BSS (Business Supporting Systems) related skills, like deep knowledge in the CRM domain, in the Billing/Rating domain and in Order management/Technical Product management.
Telco Services from A to Z
What makes the center stand out from competitors then? Uttermost, it’s the combination of domain knowledge, technology expertise, and loyal employees that remain within the company. Kim Leandersson, Head of Cognizant’s Riga Delivery Center, explains:
“15+ years of telecom experience gives us a broad skill set. From what I know, there are no other centers that can handle complete telco processes from analysis, testing and design, to operating the very processes.”
Among the recent client projects, is a complex multi-location, multi-vendor BSS transition and transformation for a Scandinavian telco client. The transition, which happened on time and without any service interruptions, resulted in major service quality and application performance improvements already within the first six months.
Recognized for Digital Services and Sustainability
It’s not only clients that appreciate the center. In 2019, the center in Riga was been named the Digital Services Firm of the Year in Central and Eastern Europe during the annual CEE Shared Services Summit and Awards.
It has also been recognized in the bronze category for Sustainability index, all organized by the Institute for Corporate Sustainability and Responsibility in Latvia. According to the Sustainability index tool, based on an internationally recognized methodology, Cognizant Riga is combining value of business standards and delivery with investments and care for the people and society.
Fast Pandemic Readjustment
One of the overall keys to success, is the agile way of working. At the center, agile teams overlooked by an agile coach work in 3-week sprints with continuous improvements, an approach that provides clients process overview as well as transparency.
“When Covid-19 hit in the spring of 2020, our flexible approach helped us quickly transfer our employees and operations into working from home, without drops in quality or speed,” says Tatjana Riblova, Business Development Manager at the Riga Delivery Center.
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