Vodafone Idea Taps TCS for AI-Powered Transformation of Business Support System

Tata Consultancy Services (TCS) has partnered with Vodafone Idea to transform their business support system (BSS) through an AI-driven and future-ready platform.

The five-year engagement will help India’s leading telecom service provider unlock new capabilities in customer experience by deploying a next-gen platform focused on intelligence, automation, personalisation and accelerated launch of new product and services.

The transformation will be anchored on TCS’ flagship products — TCS HOBS and TCS TwinX. TCS HOBS will provide the digital backbone for business support systems, driving agility, stability, and seamless integration across customer touchpoints.

TCS TwinX will complement this with AI/ML-powered intelligence and scenario simulation, helping Vodafone Idea to enhance service responsiveness, and deliver personalised interactions. By combining the robust processes and systems of TCS HOBS along with advanced analytics capabilities of TCS TwinX, the unified platform will accelerate service delivery, ensure resilient performance, and provide flexibility to adapt quickly to evolving customer needs.

 “With this partnership Vi is embarking on a transformative journey to redefine customer experience. By modernizing our BSS platforms embedded with AI-driven innovation, we are setting a new standard to deliver, faster, smarter and more personalized digital experiences. This collaboration marks a significant milestone in our ongoing commitment to innovation, operational efficiency and delivering an unmatched experience to our customers,” Jagbir Singh, Chief Technology Officer, Vodafone Idea Limited, said.

With over 25 years of expertise in supporting Communications, Media, and Information Services businesses (CMI), TCS serves CMI customers across 45 countries. Operating from more than 105 delivery locations, TCS leverages its industry and technology expertise to support over one billion telecom subscribers globally. TCS’ services encompass the entire communications value chain, including modernization, operation support system, networks, IT, and operations.

"The transformation program for Vodafone Idea is built on 15 years of relationship with TCS. A testament to our customer centricity across industries. By leveraging our advanced AI capabilities and flagship products, TCS HOBS™ and TCS TWINX™, we are committed to transform customer engagement and operational efficiency for Vodafone Idea," Ujjwal Mathur, President & Country Head - India Business, TCS, said.