Managing 20 legacy technologies and 150-plus applications, with a low degree of integration, caused this global telecom operator both cost and productivity issues. Learn how Cognizant helped to automate 90% of service requests, increase customer satisfaction, and cut costs.
Streamlining operations, saving money, and improving performance metrics was on this telcom player’s agenda as it set out to rationalize its application landscape. Cognizant, already the IT supplier of the company, formed a multidisciplinary team to solve the challenges.
The mission included cutting IT total cost of ownership by 50%, improving time to market by 50%, and reducing the number of top-priority incidents by 40%. To ensure success, we made sure our horizontal and vertical teams were aligned to the client’s goals and structure, instead of working in silos. Representatives from Application Management Services, Artificial Intelligence and Analytics, Cognizant Infrastructure Services, Enterprise Application Services, Integrated Process Management, and the telecoms vertical all worked together.
Key elements of our approach included:
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