IT major Infosys on Tuesday launched its Live Operations Platform in collaboration with ServiceNow, with an aim to enhance customer experiences for telecom providers, the company says in an exchange filing.

As per the release, Infosys leveraged ServiceNow technology to build Infosys Live Operations, which seamlessly integrates with legacy and digital environments to simplify business operations by application rationalization and technology stack optimization. Infosys Live Operations will help telecom service providers reduce time-to-market and make feature-rich products. The platform aims to deliver up to 95% improvement in operational efficiency, a 10% to 20% increase in quality of service and experience, and a 40% reduction in operational costs.

“Today, telecom service providers face unique challenges, one of which is the commoditization of connectivity. As they look at increasing customer relevance, Infosys Live Operations platform provides a differentiated edge by improving the quality of customer service while simplifying business service operations,” says Narsimha Rao Mannepalli, EVP, Co-head of Delivery and Head – Cloud, Infrastructure and Cybersecurity, Infosys.

“Our continued collaboration with ServiceNow has enabled us to work on many enterprise transformation initiatives and has given us the opportunity to not only emerge as a trusted partner but also a leader in the telecom industry. This latest collaboration will work towards a hyperconnected economy and enable us to provide world-class telecom solutions with an accelerated approach towards digital transformation,” he adds.

The development comes a day after the IT major signed a memorandum of understanding with Saudi Arabia’s Aramco to accelerate their human resource technology. Infosys and Aramco aspire to bring new insights to HR data and analytics; scale the use of automation tools; and enhance employee experience through artificial intelligence (AI) technologies.

Infosys also plans to embed digital transformation practices and tools into Aramco’s HR platform, enhancing the overall digital experience for employees to engage more productively. Additionally, Infosys aims to leverage AI to further bolster Aramco’s employee learning and development experiences and reduce skill gaps. This will attempt to help Aramco unlock talent to match people to opportunities in the company.

“The collaboration also intends to work on analysing how automation can optimize repetitive tasks related to HR management through AI-powered learning, reducing time and effort in training delivery. The AI-powered analysis will aim to provide insights, track return on investment and support Aramco with algorithmic decision-making to spot trends and identify relevant recruitment channels,” the company said.

In the March quarter, Infosys, which is the country’s second-largest software exporter, missed Street expectations on both top-and bottom-line metrics. The Bengaluru-headquartered company has reported a 7.8% year-on-year (YoY) rise in consolidated net profit at ₹6,128 crore for the March quarter compared with ₹5,686 crore in the same quarter last year. Consolidated revenue from operations jumped 16% to ₹37,441 crore in Q4FY23, as against ₹32,276 crore in the corresponding quarter last fiscal. The IT heavyweight forecasted slower revenue growth for the fiscal year ending March 2024.

Telecom Providers

Infosys launches ‘Live Operations' Platform for telecom providers