Omnichannel Solution offers seamless and consistent customer experience across channels via a single platform

Copyright © 2017 Virtusa Corporation. All Rights Reserved.Omnichannel Solution offers seamless and consistent customer experience across channels via a single platform

To sustain in the business, becoming digitally ready is an imperative to CSPsTechnology innovation, evolving customer demand, and heightened competition are continuously reshaping business for Communication Service Providers (CSPs). In response, CSPs are under pressure to quickly introduce new digital products and services to market and provide a consistent and compelling experience to consumers across touch points.

Challenges CSPs face include:

• An inconsistent customer experience across channels• A fragmented or incomplete customer journey• An inability or limited ability to provide self-service capabilities• Legacy platforms that provide no or limited support for newer technologies• No centralized, comprehensive view of the customers/customer segments

across systems

VirtusaPolaris’ Omnichannel SolutionVirtusaPolaris’ Omnichannel solution overlays on existing legacy systems, enhances the customer experience, reduces total cost of ownership and enables faster time-to-market. Omnichannel solution reimagines the customer journey, identifies areas for process and system optimization, and includes the creation of cross-channel modular components. The key features include:

• Single platform providing Omni channel capabilities (mobile, call center, IVR,social, Portal, PoS etc.)

• Dynamic sales catalogue providing flexibility for users to change productbundles

• Subscriber 360 degree to provide static and dynamic view of the customer• Inbuilt analytics engine to recommend centralized real-time offers based on

customer segmentation• Modular components across the platform to drive configurability (70%) and

reusability (60%) and scalability to accelerate time-to-market• API driven architecture across the components to drive self-service and

integration capabilities

Digital Practice Overview

• 2500+ Digital expertsfor consulting, design,development & QA

• 80% YoY growth supported bydigital transformation programs

• 200+ Projects executed globally• 15Years Delivering digital

programs to enterprises• Partners with Adobe, Oracle,

IBM, SAP, Microsoft, Kony, Jive,Pega (Antenna)

Business Benefits

• Improved customer experiencesatisfaction ratings increasingfrom 30% to 70% deliveringchannel agnostic self-servicecapabilities

• API driven architecture helpingreduce order processing timeby 50%

• 15% increase in revenuethrough cross and upsellopportunities throughcustomer segmentation andrecommendation

• 15% reduction in organizationoperating expenditures (OPEX)

Ê 30% reduction in IT OPEX through delivering omni-channel transformation through a single platform

Ê 20% reduction in call centre & retail FTE cost by delivering self-service capabilities

• Reduction in Customer churnrate by 5 – 15% by proactivelyidentifying customersentiments

Telecom

Success Stories

For a global telecommunications company based out of the UK - Consolidated 96 front-end applications into a single unified platform with rich user interface. The key benefits delivered include

• Order journey – 10 x simpler• Ordering reduced by 50%• One centralized process

For a leading Tier-1 telecommunications company based out of Singapore - Implemented unified portal solution with centralized content management, multi-touch points and consistent user interface. The key benefits delivered include

• 16% increased use of onlinechannels

• Content and location basedresults leading to increasedsales

For a global telecommunications company based out of Hungary - Delivered Omni Channel solution for delivering consistent and seamless experience across multiple channels (PoS, mobile, call center, online channels). The key benefits delivered include

• 30% improvement in onlinesales

• 50% reduction in manualtouchpoints

• 70% faster product launches

For more information write to: salesinquiries@virtusapolaris.com www.virtusapolaris.com

About VirtusaPolarisVirtusaPolaris, the market-facing brand of Virtusa Corporation and Polaris Consulting & Services, Ltd. is a leading worldwide provider of information technology (IT) consulting and outsourcing services that accelerate outcomes for Global 2000 businesses in banking and financial services, insurance, healthcare, telecommunications and media. Through a proven platforming methodology, domain expertise and technology innovation, VirtusaPolaris enables organizations to consolidate, rationalize and modernize IT operations. VirtusaPolaris’ preemptive outsourcing solutions allow businesses to improve efficiency and reduce costs. VirtusaPolaris’ digital enablement solutions empower companies to reimagine the customer experience, creating lasting value.

Virtusa Corporation is headquartered in Massachusetts, and together with Polaris, has 50 offices across North America, Europe and Asia.

Polaris Consulting & Services, Ltd. is a subsidiary of Virtusa Corporation. Copyright © 2017 Virtusa Corporation. All Rights Reserved.

Omnichannel Solution – Key DifferentiatorThe Omnichannel Solution is delivered by a team with a deep understanding of telecommunications and proven technical expertise using a robust Agile Solution Design (ASD) framework and reusable solution accelerators.

VirtusaPolaris’ Omnichannel Solution Framework