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Tata Consultancy Services secures a five-year contract with Vodafone Idea to modernise its business support systems using AI-powered platforms, aiming to enhance customer experience and operational agility amid fierce market competition.
Tata Consultancy Services (TCS) has secured a significant five-year contract with Vodafone Idea to transform the telecom operator’s business support systems (BSS) with an AI-powered platform aimed at enhancing customer experience through automation and personalisation. Announced on September 18, 2025, the deal marks a continuation of a long-standing partnership, reflecting a strategic evolution toward smarter service delivery in a highly competitive telecom market.
Central to this transformation are TCS’s flagship products, TCS HOBS and TCS TwinX. TCS HOBS will serve as the digital backbone of Vodafone Idea’s business support systems, offering agility and seamless integration across customer touchpoints. Complementing this, TCS TwinX leverages AI and machine learning capabilities to provide intelligence and scenario simulation, empowering the operator to deliver personalised interactions, accelerate service delivery, and adapt swiftly to shifting customer needs. The unified platform is designed not only to enhance responsiveness but also to ensure resilient performance in an increasingly digital business environment.
Jagbir Singh, Chief Technology Officer at Vodafone Idea, described the partnership as a “transformative journey” poised to redefine customer experience by modernising BSS platforms with AI-driven innovation. This aligns with Vodafone Idea’s broader ambitions to deploy next-generation technology solutions as part of its ongoing efforts to lead the world’s largest network integration project in India, underscoring a commitment to faster, smarter, and more personalised digital experiences for its subscribers.
Ujjwal Mathur, President and Country Head for India Business at TCS, emphasised that this engagement builds upon a 15-year relationship between the two companies. He highlighted TCS’s extensive expertise in supporting telecommunications, media, and information services across more than 45 countries and serving over one billion telecom subscribers globally. Mathur framed the initiative as part of TCS’s vision to accelerate India’s technological progress through indigenous solutions with global applicability.
The partnership extends beyond technical upgrades, aiming to harness synergies between Vodafone’s and Idea’s legacy systems to strengthen operational effectiveness and enable faster revenue realisation. According to statements from Vodafone Idea’s Chief Information Officer, Hitesh TK, the collaboration focuses intensively on delivering value through automation and digital experience enhancements that fuel sustained business growth. This approach aligns closely with TCS’s Business 4.0 framework, which seeks to leverage digital technologies to strengthen customer bases and streamline operations for continuous innovation.
Industry data reflects that TCS has been Vodafone Idea’s trusted technology partner for managing customer-facing applications throughout its decade-long engagement, and the renewal reinforces the strategic importance of the relationship in navigating the evolving telecommunications landscape. Market response following the announcement was modest but positive, with TCS shares registering a slight increase and Vodafone Idea’s shares rising nearly one percent.
In summary, this extended collaboration signals a robust commitment from both parties to leverage advanced AI and machine learning-driven platforms to transform customer engagement and operational agility, evidencing how legacy telecom providers are adapting to the digital era’s demands through strategic technology partnerships.
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Source: Fuse Wire Services
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