TCS to modernise Vi's customer systems with an AI-powered platform

Tata Consultancy Services (TCS) has signed a five-year deal with Vodafone Idea (Vi) to overhaul the telecom operator’s business support system (BSS) with an AI-driven, future-ready digital platform. The transformation will be anchored on the tech company's flagship offerings - HOBS, which provides the digital backbone for BSS, and TwinX, an AI/ML-powered scenario simulation tool. Together, the platforms aim to deliver agility, stability, and personalised customer interactions while enabling faster rollout of new products and services.

“With this partnership, Vi is embarking on a transformative journey to redefine customer experience. By modernising our BSS platforms embedded with AI-driven innovation, we are setting a new standard to deliver faster, smarter, and more personalised digital experiences,” said Jagbir Singh, CTO, Vodafone Idea.

Ujjwal Mathur, President & Country Head – India Business, TCS, said the programme builds on a 15-year relationship with Vi. “By leveraging our advanced AI capabilities and flagship products, we are committed to transforming customer engagement and operational efficiency for Vodafone Idea,” he added.

TCS, which has more than 25 years of experience in supporting communications, media and information services companies across 45 countries, serves over a billion telecom subscribers globally. The partnership also aligns with TCS’ broader vision of accelerating India’s digital progress with AI-led, “Made in India” solutions.

Notably, TCS is ramping up its India initiatives with back-to-back partnerships aimed at advancing AI and cloud capabilities. On Wednesday, TCS and Qualcomm announced the launch of the TCS Innovation Lab in Bengaluru, where the two firms will co-create scalable and sustainable edge AI solutions built on Qualcomm platforms. The lab will focus on developing low-cost, customised applications that can be deployed on intelligent devices at the edge, enabling real-time process optimisation for large enterprises.

This comes days after the IT major signed a memorandum of understanding (MoU) with the Centre for Development of Advanced Computing (C-DAC) to accelerate India’s sovereign cloud ecosystem. The collaboration will deliver AI-enabled cloud platforms designed to comply with India’s data localisation norms, while supporting the digital transformation of critical public sector services.