Infosys wins global award for CX automation project with Telstra

22 August 2021 Consultancy.com.au 3 min. read

Global IT consultancy Infosys has received a global Blue Prism award for its support in helping Telstra improve its customer experience through robotic process automation.

A hook-up between Telstra and Indian ICT consulting giant Infosys has seen the latter awarded with two ‘Partner Excellence Awards for Client Business Impact’, issued by intelligent automation provider Blue Prism. Taking home the award in both the APAC regional and global Telecommunications categories in May, Infosys has now outlined the nature of the award-winning project, which formed part of Telstra’s T22 strategy.

“We congratulate Infosys on winning awards in the ‘Client Business Impact’ category for the stellar work they delivered at Telstra,” said Blue Prism’s US-based chief partner strategy officer Linda Dotts, a one-time employee of fellow telecommunications company AT&T. “Our core focus is to enable enterprises to drive better and more strategic digital transformation and we value our partner community for its positive impact on our shared customers.”

Infosys wins global award for CX automation project with Telstra

Having also recently brought back McKinsey & Company to help devise the next steps on the national telco’s massive organisational overhaul, the first stage of Telstra’s T22 strategy has sought to uncover some $2.5 billion in savings on core fixed costs by next year, including the shedding of around 8,000 jobs – or close to a quarter of Telstra’s workforce. A core part of that program has been the company’s digital transformation odyssey.

Another key feature was a renewed focus on customer service, with grumbles about the telecommunications provider a common topic of conversation among Australians. With Telstra seeking to “bring together a number of legacy systems and align processes to improve and digitise the customer experience”, Infosys was brought in to deliver intelligent robotic process automation (RPA) solutions through its design thinking approach.

By leveraging Blue Prism, the Infosys AI-based implementation to automate complex processes resulted in reduced operational costs through improved cycle time and the release of subject matter expert bandwidth for more strategic customer-centric activities. The resulting improvement in customer experience and efficiency saw a return of over 20,000-working hours to Telstra’s over a period of 12 to 18 months, delivering significant cost savings.

“At Telstra, we are committed to provide a world-class customer care experience by bringing AI, machine learning and RPA platforms to deliver value,” said Telstra’s India Managing Director and Head of Innovation, Arunkumar NT. “Among many success stories, our partnership with Infosys to draw on their applied AI capabilities and intelligently automate some of the most complex processes has driven great value.”

Other regional Blue Prism partner excellence award-winners for APAC included Capgemini for Best Practices Partner of the Year – Global System Integrator and Ernst & Young for Client Business Impact in the Financial Services category, while globally Accenture took out the Client Business Impact award for Financial Services and EY was awarded Delivery & Excellence Partner of the Year. EY Spain also won an Implementation Distinction award.