IBM to help Vodafone Idea improve customer experience with big data platform

IBM to help Vodafone Idea improve customer experience with big data platform
Photo Credit: Reuters
13 Oct, 2020

IBM Services, the professional services arm of IBM, will implement a big data platform on the open-source Hadoop framework to help telecom company Vodafone Idea improve customer experience.

The telecom company offers products and services to its customers in India under the brand name Vi.

As part of the partnership, IBM will improve Vodafone Idea’s network security and be responsible for programme management, consulting, system integration, infrastructure services, application operations and maintenance support, a statement said. 

The move will also help Vodafone Idea reduce the overall cost of data analytics and transform the way data is optimised and delivered to partners, employees and internal systems, it said. This means that fragmented, siloed data can now be streamlined for seamless availability and reduction in operational complexities.

The telecom firm will be able to combine insights from the big data platform and better leverage cloud-native technologies and artificial intelligence (AI) to boost revenue and improve customer experiences, it said. 

Data from over 100 systems, including CRM and billing, will be integrated into a single unified data interface, which will help company employees and partners with faster insightful decision making. This would also improve the omnichannel, digital-first experience of end customers.

“The open-source approach has helped us in modernizing infrastructure and network experience, helping our people and partners in quicker business decision making. The power of data will help transform our cloud and AI journey in the future,” Vishant Vora, CTO of Vodafone Idea, said. 

IBM has previously helped advance Vodafone Idea's hybrid cloud transformation using open technologies as well as contributed towards its network acceleration and IT modernisation.