Spanco

Client Profile

Bharat Sanchar Nigam Ltd. (BSNL) is a Public Sector Telecom Service Provider. It serves about 36 million landline subscribers and close to 47 million wireless subscribers in addition to about 4 million broadband and 6 million narrowband internet subscribers. BSNL is the only Telco in the country which has country wide presence for all services.

Key Challenges

BSNL embarked on a project for its wireline network to consolidate over 500 different BSS and OSS platforms which were used for operations and revenue management. The massive consolidation, the time-frame of the project and completion without disrupting the existing services was the major challenge.

BSNL called for a turnkey project which was awarded to TCS and HCL and involved systems such as Billing, CRM, Fraud Management, Customer Interaction Management etc.

Solution offered

SPANCO worked as a Sub-Con to TCS and HCL to provide the entire Customer Interaction Management solution. SPANCO adopted an approach which could blend in and integrate into the overall deployment architecture for the project.

SPANCO used products from Nortel for the IVR, CTI, IPPBX and ACD to set up the core platform for the Customer Interaction Management solution. It integrated these with the BSS platforms that were being deployed and developed a middleware platform. The integration was done without impacting or loading core BSS platforms.

BSNL
MTNL

Results / Outcome

The Solution helped BSNL in multiple ways:
Address its subscribers from one centralised platform as opposed to nearly 336.
Bring about operational efficiency and standardisation in processes and customer interaction
Provide a real time view to BSNL and its subscribers from various mediums such as the web, voice and SMS
Provide effective revenue and uniformity in treatment to customers for their requirements