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 (NSE, BSE, NYSE: INFY), a global leader in next-generation digital services and consulting, today 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.
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.”
About Infosys
Infosys is a global leader in next-generation digital services and consulting. Over 300,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.
