Proximus Revamps Customer Service Operations Platform in Collaboration with Infosys

Leverages Infosys Cobalt to simplify and standardize Proximus’ ServiceNow platform for better usability and customer experience

Infosys, a global leader in next-generation digital services and consulting, announced a successful collaboration with Proximus, Belgium’s leading digital services and communications solutions provider, on the ServiceNow platform. Infosys helped Proximus to standardize its existing processes on the ServiceNow platform and transform its customer service management (CSM) operations.

For many years, ServiceNow’s cloud-based platform has been at the center of transformation for enterprise service management in areas of infrastructure, application, and cloud. As part of the engagement, Infosys has overhauled Proximus’ CSM operations with Infosys Cobalt, a set of services, solutions, and platforms for enterprises to accelerate their cloud journey. This has enabled the organization to minimize their ServiceNow platform customizations and accelerate business value.

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Antonietta Mastroianni, Chief Digital and IT Officer, Proximus, said, “Our collaboration with Infosys marks a transformative leap in reshaping the telecom realm. Infosys’ technical expertise in transforming legacy environments with the ServiceNow platform makes it an ideal choice for collaboration. Together, we will continue to revolutionize service delivery and provide enhanced customer experience.”

Rohit Batra, General Manager and Vice President, Telecommunications, Media & Technology, ServiceNow, said, “We are delighted to be working with Infosys and Proximus to enable a simplified and standardized process transformation. Our capabilities, combined with our proven track record of delivering results with Infosys has enabled us to create a highly standardized system, elevate customer experience, streamline operations, and effectively manage costs across the vast landscape of the telecom industry.”

Upendra Kohli, Executive Vice President – Communication, Media & Entertainment (Americas & Europe), Infosys, said, “We are delighted to take our 25-year-long relationship with Proximus to the next level. A complete reassessment, powered by Infosys Cobalt, has enabled Proximus to accelerate its business value through better usability of the ServiceNow platform. It underscores our commitment to transform enterprises through efficient and cost-effective solutions. This offering marks a significant step in our dedication to redefining industry standards and delivering exceptional experiences.”

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