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IT services, consulting and business solutions organization Tata Consultancy Services (TCS) and Virgin Media O2 have won the GSA Professional Award 2022 in the category Customer Experience Team of the Year.

The award recognizes the transformative initiative towards building a cloud-native, resilient, future-ready IT infrastructure for Virgin Media O2.

To meet its brand promise of “Every Day, Better Connected” Virgin Media O2 envisioned faster, higher-capacity networks and enhanced coverage in the remotest of areas with a relentless focus on integration at pace and accelerating its digital transformation.

The network operator selected TCS as its transformation partner to re-engineer its IT infrastructure for resilient and always-on communications service.

TCS helped Virgin Media O2 reimagine the end-to-end customer journey from point-of-sale at retail stores and online portals to customer billing and upgrade with user-friendly solutions powered by a transformed digital core.

TCS leveraged its best-in-class methodologies – Agile, Machine First™ Delivery Model, and TCS Cognix™ operations maturity assessment to help Virgin Media O2 in its journey towards creating cognitive and self-healing infrastructure operations.

The partnership assisted Virgin Media O2 in achieving ‘zero’ lost customer hours, a measure of telecom connectivity during critical incidents, which uniquely reflects IT operations effectiveness to deliver best-in-class customer experience.

The digital transformation helped the network operator accomplish industry-leading customer satisfaction. “Virgin Media O2 is glad to receive the esteemed GSA professional award for our initiative with TCS.

They have been a key enabler in Virgin Media O2’s digital transformation. We look forward to strengthening our relationship with TCS as we transform IT infrastructure and reimagine our customer experience across the UK.

The transformation has been instrumental in helping us achieve an unprecedented Zero Lost Customer Hours for three consecutive years. This is an extremely proud moment for all of us,” said Chris Buggie, Director, Infrastructure and Cloud Engineering, Operations – UK, Virgin Media O2.

“We are pleased to receive the 2022 GSA Professional Award for our collaborative initiatives with Virgin Media O2. We are delighted to be the key partner in this purpose-led initiative to transform their customer experience.

Our deep contextual knowledge, agile and digital capabilities, and innovation ecosystem have been key to driving IT innovation,” said V Rajanna, Global Head, Communications, Media, and Technology Business, TCS.