South African Telco giant, was contending with several significant challenges in its Wholesale and Retail line of businesses, including inflated costs for maintenance and support, insufficient expertise in billing technologies, and dependence on multiple vendors that resulted in inconsistent service quality. This situation is compounded by a lack of overall governance and focus on operational improvements. Virtusa offered substantial value to the end customer via CSG through a contract that guaranteed 30% cost savings from Day one over a five-year period, which resulted in the contract getting renewed for another five years.

With a team skilled in both CSG and non-CSG technologies, Virtusa provided proven managed services expertise, having supported the client for over ten years and understanding its specific challenges. Their structured approach not only mitigates risks and consolidates vendor reliance but also retains critical intellectual property and knowledge. Moreover, Virtusa effectively manages all technologies within both Wholesale and retail domains under strict SLAs aligned with a central governance framework, having supported over 50 operations, handled more than 300 client applications, achieved recognition awards, resolved over 30,000 incidents and service requests, and maintained a 98% SLA compliance rate.

In 2023, Virtusa began developing a strong practice around CSG’s product offerings, starting with Encompass (SingleView). To build and scale product SI capabilities around CSG products, Virtusa created a dedicated university portal and a CSG lab for structured training, enablement, and fostering innovation.

Virtusa implemented a comprehensive and structured enablement framework, resulting in over 40 SingleView Subject Matter Experts (SMEs) within a short time. These SMEs are deployed in key telco client engagements based in Botswana, South Africa, the Caribbean Islands, and Saudi Arabia, and are also involved in core SingleView product development. The roadmap is to build on this success by developing competency in other CSG products, such as Xponent, Ascendon, and Quote & Order.

Virtusa's prominence in designing and building applications that enhance the overall efficiency, reliability, and customer-centric nature of the telecom industry is a testament to its commitment to a healthy and friction-free telecom experience for its end customers. Following such applications play a crucial role in the overall telecom domain. The order orchestration and provisioning engine streamlines the customer journey from order placement to service activation by automating processes, reducing errors, and speeding up service delivery. Mobile number portability gives customers the flexibility to switch service providers without losing their mobile number, fostering competition and improving service offerings. Regulatory and governance applications ensure that telecom providers remain compliant with industry standards, law, and order of the operating country, protecting customers and securing their trust.

Virtusa engineering team in collaboration with CSG, demonstrated an exceptional level of expertise by not only sustaining the operation of the above applications but also building such complex systems from the ground up and delivered to customers. Our collective ability to balance the demanding task of building new applications while ensuring seamless service continuity is truly commendable. This highlights our technical acumen, dedication, and relentless pursuit of excellence even under challenging conditions. 

Migrating from legacy systems, often monolithic and rigid, to modern, headless architecture played a critical role in digital transformation. Delaying this will limit scalability, flexibility, and the ability to rapidly respond to changing customer demands or market conditions.

A leading telco in South Africa, had the same challenge with one of their old customer portal built in legacy technologies prone to major security vulnerabilities, CSG/ Virtusa took the initiative on this challenge and made a proactive proposal to the client to build a web application framework which enables multiple other portals to be plugged and isolates the cross-cutting concerns from business solution. CSG/ Virtusa team was able to design, build, and deliver the full solution to the client, which paves the way to not only enhance customer experience but also to own a more secure portal framework and decommission legacy stack reducing operational/licensing costs.