Elevating Service Quality with DigitalXC
About the Customer
A leading telecom enterprise focused on enhancing user experience, improving service quality, and driving higher productivity across its IT landscape. The customer sought to modernize operations across Applications and Database environments while preparing for large-scale outsourcing and automation-led transformation.
Background
The customer required comprehensive Application and Database support, spanning Siebel, Salesforce, Oracle, SQL, and Postgres. As part of a multi-year transformation program, they planned to fully outsource their application landscape while targeting ~40% productivity improvement over five years. Achieving this required a modern automation layer capable of handling diverse technologies and legacy environments at scale.
Solution
A dedicated Digital Exchange was deployed to improve service quality, user experience, and operational efficiency through automation of key application and database processes. Automation covered Siebel, Salesforce, Oracle, SQL, and Postgres, along with core telecom workflows powering critical business processes. Legacy environments were modernized through a hybrid API and RPA-driven automation approach, enabling scalable and reliable operations.