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Communications Provider Reduces Time to Market and Improves Customer Satisfaction

The Challenge

With significant turbulence in the traditional business model of players in the communications industry, a leading European communications service provider wanted to address challenges related to total cost of ownership (TCO) and time-to-market and improve net promoter score (NPS). A complex heterogeneous technology stack consisting of third-party product vendors and SI partners imposed further challenge in achieving business goals.

The company engaged Cognizant to provide application, development, maintenance, and infrastructure services on its Business Support Systems (BSS).

Our Approach

To overcome the company’s challenges and realize benefits, we jointly embarked on Agile-DevOps enterprise transformation. We drew up a structured base-camp approach covering People, Process & Technology. This helped us identify actions to improve practices across each of these categories.

Agile teams focused on engineering practices, such as continuous integration and deployment and daily automated regression runs. Transformation team devised a program encompassing all-roles to enable teams to deliver potentially shippable increments in every sprint. In addition, people initiatives focused on behavioral learning, helping the distributed team collaborate across locations to become true “T-shaped” engineers.

Agile-DevOps Enables Continuous Improvement

A “one-team, one-product owner, one-backlog” approach across application development and support provided a strong foundation to ensure continuous improvement. This synergistic solution has resulted in 20% reduction in operational expenses which brings down TCO.


zero-defect deliveries to UAT and Production


reduction in build and deploy efforts


improvement in test automation


improvement in system uptime