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Category: Insights

Categories
Operational Excellence

Building a successful Technical Support Center

  • Post author By selvakumar.cp
  • Post date September 8, 2022

Use proven tools and techniques to improve the efficiency of Technical Assistance Center (TAC), reduce inbound repeat calls and customer trouble tickets

Today, telecommunication is no longer limited to voice. In the past few years, the industry has rapidly grown to accommodate multiple services. In this era of multi-play, service providers in the connectedness industry are adding various services to their catalog, such as voice, messaging, broadband, IPTV, DTH, VAS etc. And to support these services, service providers have technical assistance centers (TACs) to help customers resolve issues related to specific services.

However, service providers have been facing challenges in maintaining and improving the efficiency and productivity of TACs as much of their efforts go into non-value-adding (NVA) tasks causing resource wastage. NVA tasks can be classified into following categories:

Figure : NVA Waste Classification

Further analysis of NVAs (over-processing, rework, waiting, etc.) shows that managing a high volume of inbound repeat calls and tickets and operating with distributed tools are the major challenges of a TAC.

To mitigate these challenges, service providers must explore innovative and field-proven tools and techniques, including robot-assisted screening, Proactive Network Analyzer etc. By implementing these techniques, service providers can easily realize a 30- 40% reduction in inbound repeat calls and customer trouble tickets.

“In a typical service provider’s technical assistance center (TAC) landscape, many tasks are NVA (non-value adding), leading to resource wastage”


Categories
Digital Customer Experience

Establishing digital trust in intercarrier settlements

  • Post author By selvakumar.cp
  • Post date September 1, 2022

Leverage blockchain to automate dispute management and reduce the settlement time

Service providers in the connectedness industry receive intercarrier invoices worth over USD 1.2 billion annually and are challenged with revenue blockage of more than 25% due to disputes. Managing disputes and improving trust in intercarrier settlements is challenging for service providers. The traditional approach of dispute analysis and resolution is inefficient, delaying settlements for several months. The most common causes of dysfunction are:

  • Multiple siloed teams and manual handoffs cause delays between invoice auditing and settlement
  • Prolonged and expensive verification of claims due to third-party intervention
  • Dependency on intermediaries for settlements is prone to high-security risks

The aforementioned challenges increase the cost of managing and resolving disputes. As the interconnect margins continue to decline, shifting to a smarter dispute management process will become critical for addressing the revenue blockages. Blockchain-powered dispute management increases the security, transparency, and traceability of settlement data shared across the network, reducing the settlement time by 60%. The inherent capabilities of blockchain reduce the dependency on intermediaries, with a simple, near real-time, error-free reconciliation and settlement process.

Leverage blockchain-powered dispute management to reduce the settlement time

Implementing blockchain-powered dispute management increases the security, transparency, and traceability of settlement data shared across the network, thereby reducing the settlement time by 60%.


Categories
Operational Excellence

Ride the fiberization wave with a lean and scalable operating model

  • Post author By navyasree.a
  • Post date August 12, 2022

How fiber operators could build a lean and scalable operating model to deliver with speed, keeping an eye on cost

Deep fiberization remains a strategic objective for global fiber operators to meet the data consumption demands. As per the EY report, global fiber deployment will double during CY2018-2026, majorly led by 5G. The global fiber optic cable market is expected to reach USD 20.8B by 2026 at a projected CAGR of 14.5% between 2020-2026. To ride on this fiberization wave, fiber operators must act quickly, keep an eye on cost and check data accuracy before making planning decisions.

Fiber operators need to rethink their business operations to overcome the challenges in their journey towards accelerating fiber rollouts. The three key domains of a fiber operator and the associated challenges are listed below:

  • Plan & Build Massive coverage targets, high cost to build, shortage of skilled labor
  • Service Delivery Longer cycle time, siloed and disconnected customer journeys, repeat visits and rework
  • Service Assurance Operational Efficiency due to lack of automation and standardization, reactive approach in network management

Fiber operators must build a lean and scalable operating model to overcome all the above challenges and achieve their fiberization goals efficiently. Here’s a proven 4-step approach to building a lean and scalable Target Operating Model by transforming your business capabilities:

  • Step 1: Perform due diligence and discovery of as-is fiber journeys
  • Step 2: Benchmark capabilities using Capability Maturity Assessment
  • Step 3: Collaborate and identify change initiatives
  • Step 4: Plan implementation and define a roadmap

Successful implementation of these steps can help fiber operators to reduce their operational expenses by 53% (in just 3 years) and create a lean and scalable organization.


A lean and scalable operating model will enable fiber operators to achieve fiberization goals efficiently by transforming their business capabilities.


Categories
Cloud

Magic of containerization

  • Post author By navyasree.a
  • Post date August 12, 2022

Modernize .NET apps and rapidly deliver new features to your customers

Today’s IT infrastructure in the connectedness industry, involves more than 70% of the servers using Windows Operating System (OS), according to Statista report. Majority of the workloads used in these Windows servers are .NET-based legacy applications, which are in an urgent need to be modernized, to become more flexible, scalable, and cost-effective. But there are some critical challenges faced by the CIOs & technology decision makers, who are striving to modernize these .NET-based legacy apps. The challenges include:

  • .NET versions prior to Windows Server 2016 do not support containerization
  • Migrating .NET apps fully to cloud is expensive
  • Lack of clear migration strategies of .NET apps leads to lot of re-engineering efforts
  • Re-writing all the .NET apps for the latest Windows version is a time-consuming process

To overcome these challenges, service providers must adopt a well-defined modernization strategy, which includes containerization of the .NET apps and share workloads across hybrid cloud environment. Containerization enables service providers to scale their .NET applications as and when required, without any size and memory limitations. In fact, the containerization process starts with the .NET apps that are already running in the enterprise. It helps create immediate impact by saving on re-coding time, reducing costs, and limiting risk of operations. Furthermore, service providers who want to remain on premises or want to be closer to their data center, can also be benefitted from containerization, using software tools such as Google Kubernetes Engine On-premises (GKE on-prem).

Key transformation levers to successfully containerize and modernize .NET-based legacy applications

Containerization will power the future of connectedness industry, no doubt. However, service providers must study their business case in-depth and choose the right approach as they embark on their containerization strategy. Service providers must also pay due attention to the management of the container lifecycle and orchestration of containers, which requires considerable container management capability and expertise.


Containerization enables service providers to scale their .NET applications as and when required, without any size and memory limitations.


Categories
Digital Customer Experience

Accelerating the shift to digital channels

  • Post author By gayathri.b
  • Post date July 12, 2022

Migrate your customers to digital payments using AI/ML

Customers around the world interact with the service providers for various use cases like payments, trouble tickets, service requests, and billing enquiries. However, a larger percentage of these interactions are still happening through traditional channels and service providers find it hard to shift their customers to digital channels. According to McKinsey, “Only 16% of enterprises see their digital transformation succeeding, and a major reason for that failure can be attributed to the poor digital adoption rate.” A few major challenges faced by the service providers in improving their customers’ digital adoption are listed below:

  • Lack of mechanisms to target the right set of customers
  • Difficulty in migrating and adapting to the digital channels due to complex and outdated processes
  • No end-to-end visibility of digital adoption

To overcome these challenges, and improve the digital adoption rate and customer experience, Prodapt recommends service providers in the connectedness industry to leverage an AI/ML-based approach. McKinsey’s consumer survey responses indicate that interest in digital payments continues to grow and this insight details on leveraging an AI/ML-based approach to shift the customers to digital payments.


According to McKinsey “Only 16% of enterprises see their digital transformation succeeding, and a major reason for that failure can be attributed to the poor digital adoption rate.”

Fig:Leverage AI/ML-based approach to improve digital adoption rate in payments


Categories
Operational Excellence

Bridging the gap between demand and capacity

  • Post author By haripriya.r
  • Post date June 28, 2022

Leverage AI-powered capacity planning to modernize field services

Most service providers face challenges in planning and allocating field technicians based on the demand vs capacity. According to Gartner, “Balancing available resources against the demand for those resources is essential to successful initiative completion“. Inefficient capacity planning often leads to over-staffing or under-staffing of field technicians. This further results in order fallouts and dissatisfied customers. The most common sources of dysfunction are:

  • Unavailability of tools to estimate capacity in real-time
  • Lack of strategy to identify the key influencing factors that impact the capacity planning process
  • Lack of mechanisms to assign the right technician for the right service
  • No end-to-end visibility into field service capacity


According to Gartner, “Balancing available resources against the demand for those resources is essential to successful initiative completion“.

To overcome these challenges and handle the diverse field data, service providers in the connectedness industry should move towards intelligent capacity planning, which helps in the real-time mapping of dispatches and the optimal usage of resources. Leveraging an AI-powered capacity planning framework helps the service providers to reduce resource wastage by 20% and improve the effectiveness of service response and customer satisfaction. Enterprise AI can, over time, improve the prediction of field technician work hours by considering the key factors such as weather, season and maintenance data.

Fig: Leverage AI-powered capacity planning framework for real-time field tech resource management


Categories
Operational Excellence

Recipe for managing the digital workforce effectively

  • Post author By selvakumar.cp
  • Post date June 27, 2022

Build a comprehensive RPA Bot governance model to reduce operation hassles, improve bot performance and scale automation programs

Service Providers are now riding the automation wave. Painful manual tasks, which burdened staff for ages, can be easily handled by the software bots. However, in the process of onboarding the digital workforce, most service providers have missed establishing robust and unified governance. In a survey done by Forrester Consulting, 69% of the respondents said they face difficulty in managing rules that guide bot behavior and 61% responded that control & operations of RPA bots are immature.

The lack of unified governance of the digital workforce significantly impacts different users such as the RPA Center of Excellence (COE), Business Unit Owners, Production Support, and Operations Team. These users face challenges such as managing bot license and application credentials, orchestrating bots across platforms and analyzing real-time bot performance and its utilization. They also lack real-time alerts on process failures & forecasts, which often lead to missing the SLA for critical deliveries.

Service providers must establish an effective RPA bot governance model by focusing on key areas. A few of them are listed below:

  • Integrated Visual Control Room- Provides a high level of collaboration & transparency while managing bots across processes and platforms. This helps to find the root cause of non-functioning bots
  • Delivery Forecast & Inflow Alert Mechanism: Helps to visualize key metrics in real-time to meet the SLAs
  • Automated Application Credential Management & Bot License Tracker: Prevents production outage by avoiding account lock and license expiry issues

Governance of the Digital Workforce is becoming a consistent challenge while adopting Robotics and Cognitive Automation. A Forrester Consulting report shows that 70% of service providers struggle with BOT performance and scalability issues.


Categories
Digital Customer Experience

A blueprint for digital customer experience implementation

  • Post author By navyasree.a
  • Post date June 16, 2022

Become digital-first organization and deliver superior experience faster to the customers

Service providers in the connectedness industry have invested heavily in tools and technologies to help them understand their customers more deeply and to gain the advantages of superior customer experience (CX). In the past, when executed well, CX investments have yielded good results: customer retention and acquisition, increased sales, and loyalty. But the world has changed. How we interact with brands has evolved and so too has customer experience. Yet as service providers strive to form a more complete picture of customer preferences and behaviors, they continue to struggle with inherent organizational and technological challenges, which includes organizational and cultural challenges, lack of digital maturity, lack of hyper-personalization, and increasing business complexity.

To overcome these challenges, service providers must digitalize their entire CX landscape by evolving from a multi-stack and multi-channel operator to a unified digital operator. This can be achieved by empowering people and processes with domain driven approach, shifting to mono-repo, hyper-automating development process with CI/CD and implementing the digital experience platform framework. Eventually, the digital CX implementation will enable service providers to become a digital-first organization and bring superior customer experiences faster to market.


Service providers must digitalize their entire CX landscape by evolving from a multi-stack and multi-channel operator to a unified digital operator

Key transformation focus-areas to deliver a superior digital CX across multiple channels

Right now, we’re on the brink of an experience renaissance. CX is not going away, but its value proposition is stalling because many of the fundamentals of CX are now commonplace and no longer enough for differentiation and growth. This renaissance is galvanizing service providers to push beyond the CX philosophy and reimagine their entire business through the lens of experience. Thus, it is critical that every service provider must build digital capabilities to deliver exceptional experiences for their customers.


Categories
Operational Excellence

Creating a smart field workforce with an AI-powered video guide

  • Post author By navyasree.a
  • Post date June 16, 2022

Leverage video AI to improve field engineers’ efficiency, reduce site visits, and accelerate install to commission cycle time by 3X

Inefficiencies in field services contribute the most to the capital expenditure of service providers. One of the major reasons for field service inefficiency is repeat site visits or rework, leading to a 5X increase in repair cost and delay in order delivery time.

In the case of field surveys, data shows that 40-60% of installation orders require a site survey, out of which 18% require repeat surveys. The sites survey is done manually, requiring manual data capture and physical audits leading to errors and incomplete data. Hence, the process becomes extremely time-consuming.

To overcome these challenges, service providers must leverage the power of video intelligence. Prodapt’s AI-driven video intelligence framework powered by Vyntelligence can create a smart field work force. Surveyor captures a video and voices it over, using a guided storyboard. The framework auto-captures the details and sends alerts for missing details. A survey is submitted with 100% details and can be a point of reference for specific details or future changes. This leads to 3X acceleration in installation time and improved customer experience.


Enable field engineers with AI-powered devices to improve ‘right-first-time’ field work and enhance customer experience through reduced
‘time-to-resolve’

The three main components of this framework are –

  • AI-assisted video guide – Provides a structured guided storyboard for field engineers to effortlessly capture the data
  • Recommendation engine – Enables guided actions to various business stakeholders. Gives AI-powered recommendations and real-time visibility into the jobs to supervisors, auditors, and field engineers
  • Smart dashboards – Provides end-to-end visibility into jobs driving smarter actions for management and business as a whole
  • Tags OSS/BSS

Categories
Cloud

What should an enterprise consider when adopting or rapidly expanding its multi-cloud strategy?

  • Post author By haripriya.r
  • Post date June 15, 2022

Cloud has been in existence since 2006, when Amazon Web Services (AWS) first announced its cloud services for enterprise customers. Two years later, Google launched App Engine, followed by Alibaba and Microsoft’s Azure services. The most recent addition to the public cloud service providers’ list is OCI (Oracle Cloud Infrastructure).

As per the  Gartner 2021 Magic Quadrant, AWS is the market leader, followed by Microsoft Azure and Google Cloud Platform in the second and third positions, respectively. As cloud technology evolves, so do the customer requirements. Today, cloud adoption is one of the top priorities among C-suite executives. The Covid-19 pandemic further accelerated the need for cloud adoption as digitalization is no longer optional for organizations but a mandate. As the pandemic nears its end, there is a surge in demand for cloud services as most enterprises are increasingly leveraging it. As a result, enterprises don’t spend enough time on the “right” workload assessment. There is a possibility that enterprises might get impacted due to this sudden move to the cloud and may have to eventually exit or switch to another Hyperscaler at a later stage.

As per  Gartner’s report, 81% of the respondents said they currently work with two or more public cloud providers. It means multi-cloud is the future of cloud computing.

  1. Regional Presence – This is one of the most common requirements when selecting the Hyperscaler. Most well-known Hyperscalers have extended their global reach to tap into new markets, meet existing customer demands and adhere to regulatory/compliance requirements. Regional presence has a strong impact as enterprises would prefer being closer to their customers, abide by the compliance requirements defined by their country and offer high performant services with low latency. When planning to onboard another Hyperscaler, enterprises must ensure that it fulfils all the regulatory and compliance requirements and has a presence in the local region. Additionally, enterprises must perform a small proof of concept if switching due to latency-related reasons. Besides, they must also evaluate the connectivity options available through Hyperscaler or their Channel Partners.
  2. Best-of-Breed Services – All major Hyperscalers offer a huge portfolio of services across infrastructure, platform, data services, and AI/ML. Yet, some cloud service providers enjoy market leadership for specific services. Enterprises can go for any Hyperscaler for general infrastructure. However, large enterprises, majorly depending upon Microsoft technologies and tools, prefer Azure, as they get to leverage the Microsoft Licensing Model and ease of integration. Lastly, GCP becomes the vendor of choice among enterprises regarding AI/ML/Data services. When evaluating another Hyperscaler, enterprises must validate new and different services that are available with the new Hyperscaler. Evaluate these services for proper functionality, limitations, resource limit, and availability in the chosen region. For a Hyperscaler, all services may not be available in all the regions. Review the Hyperscaler’s roadmap and ensure that the required services will be available before the switch-over.
  3. Vendor Independence – Vendor/cloud provider lock-in can be extremely detrimental, keeping you captive for non-competitive pricing. It can also impact your agility, productivity, and growth if a cloud provider is failing to live up to the committed SLA terms and you are prevented from switching to another provider. Opting for a multi-cloud strategy early in the cloud journey would help enterprises avoid getting locked into such vendor dependence. There are different models today, like using generic services from one Hyperscaler and specialized services from another and using one Hyperscaler for production workload and another for disaster recovery. Enterprises should ensure that the applications can work across different clouds before finalizing the strategy, especially for stateful applications.
  4. Infrastructure Performance – Every Hyperscaler has built its environment using different virtualization technology called a hypervisor. While AWS uses Xen hypervisor for the old generation and Nitro Hypervisor for the newer generation, Oracle Cloud Infrastructure uses Xen technology, and Google Cloud Platform uses KVM. In addition, their services are hosted on the latest and greatest hardware stack. There is a possibility that some workloads may perform slightly better in one environment than another due to abstraction overhead or the underlying new hardware. Also, some Hyperscalers offer different hardware in different regions, so enterprises need to assess this based on the application they plan to deploy in a region. As a recommendation, enterprises can perform a Proof of Concept (PoC) by running the same application across different Hyperscalers. This may require running the same workload in the new setup for a specific duration and closely monitoring it. Try simulating the same use case, setting up alerts, gradually increasing the use-case traffic, and monitoring the application behavior. Based on the PoC results, host your applications across multi-clouds.
  5. Niche Hyperscaler Credibility – There are options beyond the major Hyperscalers that might fit into enterprise niche needs. It is critical to validate these niche vendor’s credibility during the evaluation phase. Enterprises can make use of third-party services to ensure vendor credibility. Industry analysts like Gartner, IDC, Forrester, etc., regularly publish vendor-oriented reports. Look out for their evaluation of the Hyperscaler in Magic Quadrant, Forrester Wave, etc. The Hyperscaler must have a long-term strategy, plan, and roadmap.
  6. Migration Tools/Services – For an enterprise planning to onboard another Hyperscaler, it becomes equally important to select the right tool to migrate the workloads from on-premises to cloud or from one Hyperscaler to another. For this reason, evaluate if the new Hyperscaler provides any tools or services for workload, database, and data migration to their environment.

    For example, every Hyperscaler has a set of tools for workload migration, database migration, data migration, data transformation, etc. AWS provides Application Migration Services for workload migration, AWS Database Migration Service for database migration, AWS DataSync for data migration from on-premise to AWS. Similarly, Google Cloud Platform has tools to make the data and workload migration very seamless – Migrate for Compute Engine for workload migration from On-Premise to GCP, AWS/Azure to GCP (Hyperscaler to another Hyperscaler), Migrate for Anthos for workload transformation from GCE to GKE, AWS EC2/Azure VM to GKE (one Hyperscaler to another Hyperscaler) or Storage Transfer Service for Cloud, etc. Likewise, Azure has Azure Migrate for workload migration, Azure Database Migration Service for databases, etc.

  7. Pricing, FinOps, and Cost Optimization – Service consumption charges are always a top priority for a CFO. Enterprises are constantly exploring different options to reduce their operating expenses. They expect Hyperscalers to recommend options to reduce cost, display granular usage and report service-wise breakdown. Tools/platforms like CloudCheckr, CoreStack (FinOps), Flexera CMP, etc., offer recommendations and insights for cost optimization. These products/tools use an advanced ML-based approach to the past (historical) data to recommend the next course of action. Cost optimization plays a vital role in deciding the multi-cloud strategy.
  8. Support Model, KPI, SLAs – Few enterprises may also want to add another Hyperscaler since the available Hyperscaler cannot meet the required SLA or they don’t offer well-defined KPIs. These are a few key measurable parameters for an enterprise to discuss with their Hyperscaler before deciding. It helps in evaluating the cloud partners, measure the project progress and its impact on their business. Evaluate the benefits of each support model available through the Hyperscaler. Go for the one that best suits the enterprise’s requirements. Check different SLAs, KPIs, monthly/quarterly reports, etc.
  9. SME & Skills Availability – For going multi-cloud, an enterprise will require guidance at every stage, like identifying the right workloads, right Hyperscaler(s), right monitoring and management tools, right skills, etc. For these reasons, an enterprise must have or engage an expert or a system integrator (SI) who can advise, help the team and guide them through the multi-cloud journey. In addition, define a path for the internal teams to learn new skills and get certified

As the public cloud offerings and services expand, enterprises have multiple options available at their disposal. They can decide and pick up the most suitable Hyperscaler for their workloads. Workload mobility across clouds will be a general pattern based on service cost, application latency, and/or need for additional resources. Though it may not be ideal for critical production-grade workloads/applications with regulatory and compliance requirements, it is most suitable for other workloads like product testing, scalability testing, code development, etc., which caters to around 30%-40% of the workloads. Such workloads can make use of this capability to achieve cost optimization.

Earlier, due to a limited number of cloud service providers, enterprises had to worry about service outages, vendor lock-in, delays in problem resolution, vendor insolvency, etc. But with the blooming Hyperscaler eco-system, enterprises are flooded with choices. This leads to challenges in effectively managing, monitoring, securing, and optimizing costs in a multi-cloud environment. However, enterprises can use multi-cloud management solutions from vendors like IBM (Cloud Pak), Micro Focus (Hybrid Cloud Management X), Flexera (Cloud Management Platform), Scalr, ServiceNow (ITOM Cloud Management), etc. to ensure seamless operations.

A multi-cloud strategy also demands well-defined governance. Otherwise, it may increase the operating costs due to ignorant individuals or poor control mechanisms. An inefficient governance (control mechanism) may lead to underutilized and zombie resources, consuming money in the cloud. It is recommended to set up a central body responsible for managing the cloud resources and ensuring proper governance. Creating a self-service portal with proper workflow is a good approach to managing the cost and handling mismanagement.

Today, we are already consuming “serverless” services from cloud service providers, but, in the future, we may have a new business model where the enterprises pay for the services and forget worrying about where exactly it’s hosted. In the current product market, acquisition is a common strategy adopted by companies to expand their customer base, add unique services to their portfolio, and/or enhance their capabilities. Tomorrow, the trend may continue among the Hyperscalers too. Who knows what’s next in the technology roadmap?


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    Enhanced network reliability through advanced engineering use‑cases such as Digital Twin, using components like high‑speed message bus, SIEM solutions, ELK monitoring, RCA, and discovery

    Machine‑based high‑resolution and real‑time system forensics during test case runs, using multimodal data (network traces, telemetry, logs, events, and time-series metrics)

    Data-sciences ability for non‑classical insights‑driven AIOps solutions for advanced operations such as predictive assurance, and intelligent network capacity prediction

    Synapt: Synapt facilitates the evolution of big data analytics into an applied intelligence hub. It leverages intelligent capabilities in web‑scale operators and brings together reusable intelligent microservices to build E2E solutions.

    Unified data pipelining

    Easy deployment & monitoring

    Faster AI/ML training using GPU

    Network 360: Network 360, when used as an enabler, delivers real-time 360° network visualization to drive smart decisions.

    Intelligent and convergent view of the network

    Fulfillment of growing demands for network planning, network operations, and various business user communities

    Network Service Assurance (NeSA):  The NeSA is an end‑to‑end service assurance solution over a unified data platform channelized from various sources

    Playbook automation, automated root cause analysis, self‑remediation, and predictive maintenance

    E2E visibility and advanced analytics functions for customer experience center

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    Network Orchestration & Control

    Leverage our experience in developing and delivering transformative, intent-driven service orchestration which efficiently co-work with legacy systems via Open API integration. We help you with both – leading COTS orchestration technologies and open-source industry orchestration initiatives.

    2‑level approach on a rotational basis – COTS‑focused engineering practices, open-source expertise groups and cross‑skilling solution architects

    Partnership with high-caliber OEM engineering services covering the leading technologies – Ciena BluePlanet, Nokia, Cisco NSO, ServiceNow TSM and ONAP

    Fiber‑as‑a‑Service: The Fiber‑as‑a‑Service facilitates faster innovation and revenue growth with out‑of‑the‑box fiber capabilities.

    Accelerate the quote to order service activation

    Scale capabilities aligned to your growth faster with best of breed solution components

    Service Modeler: The Service Modeler offers a rich and easy-to-use UI to design service and data models. Other features of this accelerator are as follows:

    TMF & MEF Compliance: Loaded Blueprints with the TMF & MEF standards

    API specification management: Define API specifications following TMF open APIs and customization

    Change management: Change tracker with lifecycle management and version control

    Network Service Orchestration (NeSO): The NeSO offers full lifecycle management of services across domains (xNFs) with a centralized service catalog & policy management.

    Resource lifecycle management, configuration, activation, and closed-loop control

    Single pane of glass for service inventory and topology, with discovery and reconciliation capabilities

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    Network Automation and NetDevOps

    Leverage our expertise in OSS transformation delivery across the diversity of Telco/DSP environments, and IT automation of multi‑domain hybrid networks and cloud. Transform your cost‑intensive parts of NetOps using our expert user‑defined automation framework or cloud‑age anti‑toil paradigms like Network Reliability Engineering (NRE), and Infrastructure‑as‑Code (IaC).

    Data science capabilities to drive inorganic insights-based digital outcomes like network fault predictions, rapid root cause analysis, and the next best action, especially in cost-intensive operational domains

    Control over cross‑domain solution development and delivery to achieve E2E agility, using our expertise in NetDevOps and test automation

    NetBots.AI: NetBots.AI is a set of network microservices that does the heavy lifting of the repetitive NetOps tasks and improves the efficiency of the network engineers when scaled with a unified GUI and customizable bot catalog.

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    Network Services Advisory

    Formulate strategies, roadmaps, and blueprints for multi‑domain transport networks, Telco Cloud, multi‑cloud IT Infra, NetOps/NetDevOps, automation & orchestration control solutions. Transform your network with our expertise in network & cloud domain, NetOps transformation delivery, and labs‑led research/exploration in 5G/SDN/NFV/Data Science.

    Actionable insights and consensus from multi‑organizational, multi-stakeholder landscapes for vital, yet conflicting priorities like security, interoperability, speed-to-market, and profitability

    Evaluation and selection of the right Original Equipment Manufacturers (OEMs) and Independent Software Vendors (ISVs) for network transformation landscape

    Identification of best‑in‑the‑industry solutions to adopt network of the future, that is service-oriented, flexible, and democratized

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    Telecom Process as a Service (TPaaS)

    Enable transformation through end-to-end process management with automated vendor management, process re-engineering and standardization, and systematic SLA management with our lean service delivery model.
    TPaaS model leverages lean, Six Sigma for continuous improvements & sustainable savings, giving you a holistic end-to-end lean operations model with extensive digital implementations to

    Realize 40-50% improvement in cycle time

    Save 30-40% OpEx over 3 years

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    Managed Order-to-Activate (O2A) Transformation

    Reduce problems due to siloed systems, opaque processes, and multiple hand-offs, across the O2A process. Accelerate your cycle time and increase customer satisfaction with our managed O2A transformation. It leverages agile work cell model, process optimization & Hyperautomation, and Order Visibility Dashboard (OVD) to

    Drive operational visibility & accountability enabling 40% cycle time improvement and up to 60% OpEx savings

    Utilize resources across other productive areas, handling processes in the lean model, and reducing re-work across the processes up to 80%

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    Process Discovery through Mining

    Simplify complex processes, understand and identify process inefficiencies and formulate an improvement roadmap for seamless operations. Our data-driven approach helps you understand the current end-to-end AS-IS process, identify critical bottlenecks, and formulate a roadmap towards your business objectives.
    Our lean Six Sigma experts help you with process analysis and identification of opportunities. Our collaboration with market-leading process mining tools helps you with data-driven process discovery.
    We leverage process mining and lean process consulting to

    Identify process bottlenecks

    Eliminate waste

    Formulate implementation roadmaps

    Recommend scalable operating models

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    Telebots™-as-a-Service

    Telebots™ is a cloud-native Hyperautomation-based operations management platform to orchestrate multiple digital solutions and deliver improvements in transformational operations. Track your end-to-end digital transformation success including pipeline management, license tracking, and reusable component repository.
    Our Telebots™ helps you

    Overcome the challenges of insufficient operational visibility and unavailability of metrics to measure benefits from the implementation of digital solutions

    Track transformation success across Robotics Development Life Cycle (RDLC) management, performance management of Telecom Process as a Service (TPaaS), contact center transformation and truck roll metrics

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    Telebots™ Hyperautomation Framework

    Adopt a more sophisticated approach to increase automation success, while realizing the benefits from standalone, and siloed automation. Our proven approach focuses on process re-engineering before automation and orchestration of your IT systems/applications & agent inputs through intelligent Business Process Management Systems (iBPMS).
    We help you

    Achieve the multiplier effects of process automation and exceed benefit commitments

    Move beyond task automation using the hyperautomation framework

    Orchestrate bots, people, IT applications, AI, and low-code apps, unifying the end-to-end order journey through the intelligent process orchestrator

    Automate sub-processes that require conversation and aggregation of data from humans through conversational AI and low code

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    Video analytics for field operations

    Deliver more accurate surveys and quality job completion using AI-powered video analytics. Digitalize, enrich, and simplify the way you capture, share, and consume field data. Reduce your manual efforts through AI-based intelligent operations combined with smart hints and recommendations.
    Our field service management framework integrates end-to-end automation with video analytics helping you eliminate failures and remove data mismatches. Explore our quick-to-deploy solution to

    Reduce failed and repeat field visits

    Improve installation time by 25%

    Establish 100% remote audits

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    Truck-roll Optimization

    Optimize truck rolls with minimum human intervention to drive efficiency and reduce costs. Leverage our key transformation levers  such as AI/ML models, to predict service degradation and find proactive solutions.
    We help you with ML-based screening to prevent Non-productive Dispatches (NPDs), omnichannel “self-service” enablement for field agents, AR/VR-based solutions for guided remote issues, and Smart AI video notes to assist field technicians.
    Implementation of these transformation levers helps you

    Prevent 50-60% NPDs and repeat truck rolls

    Reduce OpEx by ~25%

    Accelerate site surveys and automate remote/compliance audits

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    CX-driven Digital Contact Centers

    Boost Net Promoter Scores (NPS) and reduce customer calls by 30-40% through the digitalization of contact center operations. Our Digital-first AI/ML model leverages self-service & call deflection to increase your digital channel adoption. Build your own model to

    Predict service degradation and leverage proactive solutions such as call deflection, self-service, AI-assisted customer 360, and desktop automation for agents

    Deflect 20% – 25% calls, reduce abandonment rate to <5% and improve chat containment rate by 50%

    Provide the next best actions to the agent and reduce AHT by 40% – 60%, using the smart agent console built with customer 360° and AI engine in backend

    Track KPIs related to human & digital agents, and bots through a unified view of the contact center within the contact center transformation dashboard

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    Ramon Kampinga

    Senior Consultant

    Ramon Kampinga is a senior management consultant specializing in the Digital Experience Platform layer for external and internal customers. He has over 15 years of experience in the Digital Service Provider (DSP) space.

    Ramon has a deep understanding of DXP development best practices and leverages them into an enterprise-grade strategy to help our customers stay ahead of the competition.

    As a program lead, Ramon has successfully delivered multiple transitions, enhancing customer experience, fast-tracking market delivery and ensuring customer’s growth through digital maturity. His skills have helped bridge the gap between customer journey and business expectation and unlock the value of digital transformations.

    Ramon has worked for many of our customers, including Liberty Latin America (LLA), Liberty Global, UPC CH, Unity Media, Virgin Media Business, Ziggo, COIN, Cogas, Tele2, KPN & T-Mobile.

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    Engage

    Improve consumer engagement with hyper-personalized recommendations, leveraging our AI-powered predictive analytics designed to boost subscriber connectedness and retention. Monitor how people engage with your products, encourage your subscribers to share their opinions, and solve problems promptly to reduce subscriber churn & boost content performance.

    Our AI-powered tools help you identify unhappy subscribers and quickly engage with them. Understand your subscribers’ pain points and put together a long-term subscription plan that helps them realize maximum value of the services they have bought.

    Health indicator for the identification of subscribers at the risk of churn before the renewal of their subscription plans

    Detection of loopholes for improving the subscriber experience and reducing new acquisition costs

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    [vc_row][vc_column][vc_column_text]

    Entertain

    Upgrade your platforms and processes to enable faster rollout of services. We help you analyze and understand your customers’ usage patterns as well as behaviors, to enhance customer experience with targeted content and flexible pricing.

    3X acceleration in the time to rollout video services

    Prediction of release stability using ML-models to take corrective actions ahead of rollouts

    Proactive fixes for issues for reducing turnaround time

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    [vc_row][vc_column][vc_column_text]

    Connect

    Refactor your legacy monolithic platform to microservices architecture and achieve business goals including agility and flexibility. Enhance your digital capabilities to boost revenue, customer engagement, and sales conversions.

    5X faster deployment of new software releases

    Quick and independent deployments

    Seamless upgradation of microservices versions

    Maximum efficiency with minimal disruptions to existing applications and devices and reduced time-to-market

    Ease of management and reliability

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    [vc_row][vc_column][vc_column_text]

    Deliver

    Go beyond content development to creating groundbreaking interactive experiences that compel your subscribers to come back for more. We help you deliver immersive experiences and ensure compatibility across multiple platforms and form factors.

    Quick adoption to rapidly changing needs of your subscriber

    Extensive automated testing for consistent experience and high-quality video streaming

    Faster turnaround time and better streaming performance & rating

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    Operate

    Implement a customized hybrid ML-model for your CDN capacity planning built with efficient pattern recognition and self-learning capabilities. We help you evaluate the complexities in your ML methods and ensure that you get a value-driven robust model to improve the overall forecast quality.

    Zero capacity failures

    Proactive identification of capacity risks in different parts of the network

    Timely accommodation and planning for the required future capacity

    Impact assessments for new components

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    [vc_row][vc_column][vc_column_text]

    Grow

    Modernize and scale up your CRM, sales, and commerce systems to drive an omnichannel customer experience and increase business agility. We leverage Salesforce Media Cloud to take a scalable and industry-focused approach to transform businesses.

    Global presence of 100+ Salesforce certified resources for an industry-focused approach

    Salesforce accelerators for faster delivery, lower costs, and mitigation of migration risks

    Omnichannel capabilities of Salesforce for delivering a superior, and unified customer experience across all devices

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    Operate

    Adapt your media and content operations to the rapidly changing business landscape to be efficient and scalable. We help you scale your order management, digital ad sales management, and digital-first customer support through our global multi-linguistic capabilities with a presence across the Americas, Asia, Africa, and Europe.

    Adopt a comprehensive approach in digital advertisement sales, media operations & customer support operations to deliver sustainable bottom-line results.

    Global delivery model to scale media and content ops

    Better scalability and faster content delivery in regional languages

    AI, Hyperautomation, and modern technologies

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    Monetize

    Leverage intelligent solutions to build custom platforms for advertisements and facilitate smoother content streaming for your subscribers across multiple devices and environments. We offer a unified platform for cross-over formats, advertisements, and live commerce to help you capture the market beyond content streaming.

    Effective content distribution through a centralized information architecture aligned to data standards

    Cross-platform advertising for the extension of brand presence

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    Deploy

    Leverage our Infrastructure-as-Code (IaC) with cloud configuration orchestrator to reduce your provisioning time and operation costs of content environments, networks, and disaster recovery. Our team of experienced cloud architects will help you reduce manual intervention in cloud provisioning using our solutions and accelerators.

    Faster codification of applications and reduction in time-to-market

    Easy reproducibility of systems, dynamic design, and a high level of flexibility for provisioning and managing the infrastructure using IaC

    Improvement in configuration consistency and reduction in lead time

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    Intelligent Network Operations and Automation

    Our state-of-the-art network operations center and service operation automation services are powered by NetBots.Ai and Net.Ai.

    Alarm & fault monitoring automation

    Diagnostics and actions automation

    Trouble Ticket (TT) automation

    ML-based network capacity prediction

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    Cloud-native Network and Mobile Edge

    Design, build and operate a Multi-access Edge Cloud (MEC) orchestration platform to run your applications on the edge, reduce network congestion and enhance the performance of your applications, ultimately improving the end-customer experience.

    Rapid application development with edge cloud environment specialized CI/CD

    Certification and validation of ISV workloads for edge deployment

    AI/ML-based intelligent asset management & utilization

    Digital twin development

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    Network Cloud Advisory

    Determine the best-suited strategy for network transformation to achieve insight-driven network planning, zero-touch operations, and cost optimization. Our intelligent Cloud-Network accelerators enable faster adoption of 5G and mobile edge computing. Leverage our accelerators to create additional revenue-generating opportunities, faster monetization of your R&D investments, and improve customer experience.

    Network cloud transformation consulting services

    Mobile edge computing, or Multi-access edge architecture design for cloud

    Design orchestration & automation to reduce errors in network operations and service management

    Multi-cloud adoption framework for agility and faster cloud adoption for network workloads

    Cloud methodology encompassing key transformation levers such as discovery tools, cost benefit-estimator, and network cloud design studio for highly distributed software-defined networks

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    Intelligent Contact Centre Transformation powered by Google CCAI

    Transform your contact center operations with our well-architected and intent-driven solution built in partnership with Google CCAI.

    Next-gen bot objectives

    Transparency (bots self-identify as bots)

    Value (customer-centric intent system)

    Easy Recovery (quick fallback without endless loops)

    AI-driven automated intent management

    Ready adapters for leading telephony and media technologies

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    Data, ML and AI Ops

    Efficiently manage the lifecycle of your projects and expedite your go-to-market endeavors using DataOps, MLOps, and AIOps services derived from our proven DevOps principles.

    Scale-up ML pipelines with integrated ML data management, model development & deployment, experimenting with hyperparameters, automation, traceability, and monitoring

    Automate and enhance IT operations by analyzing large volumes of IT telemetry data from disparate sources and applying suitable algorithms

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    AI-driven Actionable Business Insights

    Automate actions using our insights-driven AI capabilities for assistance across the data lifecycle from business case identification to proof of value and industrialization of ML models.

    AI experimentation as a service to assist in conceptualizing and delivering quick experimentations, pilots, and MVPs for mission-critical use cases

    AI-led insights and automation to address the need for improved customer experience optimized IT operations, predictive network maintenance, 5G rollout planning, and several other use cases

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    [vc_row][vc_column][vc_column_text]

    Data Modernization

    Build futuristic cloud-native data modernization solutions with embedded governance principles and privacy to store data from disparate sources. Additionally, our accelerators provide a high-speed near-real-time computation to model data for operational purposes and AI application.

    Design and build cloud-native and futuristic data engineering mechanisms that include data streaming, data ingestion, data lakes, data warehouses, master data management systems, BI, and reporting platforms. Additionally, leverage our serverless technologies and advanced ML models to build a data cloud ecosystem

    Implement enterprise-wide data governance that includes data lineage, data catalog, data dictionaries, data quality, and data privacy

    Create an insights marketplace platform by democratizing data

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    Data & AI Advisory Services

    Devise your Data & AI strategy with our industry experts to accelerate the adoption of AI and automation for your future business objectives.

    Define the best-suited data & AI strategy with a prime focus on business alignment, scalability, and future sustainability

    Identify the right technology partners in designing the AI solutions to maximize the ROI

    Design thinking workshop to identify and prioritize use cases for the Minimum Viable Product (MVP) or implementation, aligned to your strategic business objectives

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    FinOps – Cloud Cost Optimization

    Reduce your cloud consumption costs with our proven FinOps framework and dynamic process improvements that enable cost recovery, cost transparency and cost avoidance.

    Cost recovery by efficient management & utilization of resources

    Cost transparency through proper cost governance, contract management, optimized purchases, and budgeting

    Cost avoidance initiatives led by architectural review, DevOps adoption, cloud as code, and automation

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    Agile DevSecOps Transformation

    Transform traditional DevOps to a best-in-class Site Reliability Engineering (SRE) DevSecOps ecosystem enabling faster deployment of your products and services.

    DevSecOps process definition and implementation

    DevSecOps tooling for CI/CD automation, service assurance, monitoring, and governance

    Proven SRE best practices for the successful implementation of digital platforms

    Observability implementation strategy to effectively monitor multi-layered cloud-native applications

    Implementation of a robust pipeline for faster deployment, autoscaling, intelligent test and development environments

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    Cloud Automation and Operations

    Improve cloud operations with AI and automation at scale to drive efficiency, increase flexibility and reduce operational costs.

    Orchestration of E2E infrastructure deployment on a cloud platform using Infrastructure-as-Code (IaC)

    Monitoring and reporting of cloud infrastructure and services

    Disaster-Recovery-as-a-Service (DRaaS)

    Cloud security guardrails and compliance

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    [vc_row][vc_column][vc_column_text]

    Application Modernization

    Modernize your legacy applications to cloud-native architecture and accelerate your journey towards digital transformation success.

    Containerize application stack to a container-ready microservices architecture

    Refactor monolithic applications to cloud-native services

    Re-architect & re-engineer legacy applications stack to modernized API, database, and middleware components for cloud-scale

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    [vc_row][vc_column][vc_column_text]

    Cloud Migration

    Cloudify your critical applications and leverage true cloud-native capabilities to maximize performance. Our comprehensive suite of cloud migration services enables faster cloud adoption and helps you reap maximum value out of your investments.

    End-to-end robust migration plan adhering to the 6R’s strategy

    Re-architecture, integration, and migration of workloads from on-premise to the cloud

    Remediation of legacy technology debt across applications and platforms

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    [vc_row][vc_column][vc_column_text]

    Cloud Strategy & Advisory

    Analyze your IT landscape and select the best strategy for cloud adoption with our seasoned cloud experts and strategic partnerships with cloud hyperscalers such as the Google Cloud Platform (GCP), Amazon Web Services (AWS), and Microsoft Azure.

    Cloud readiness assessment and due diligence to evaluate the right candidates for cloud migration

    Defining the best-suited cloud strategy and roadmap to bring agility and accelerate cloud adoption

    Consulting & design thinking workshops to identify and prioritize use cases for fast-paced implementation

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    Mandeep Singh Kwatra

    Partner at Prodapt

    Mandeep Singh Kwatra is a partner at Prodapt, specializing in strategic advisory and transformations in Telecom, Media, and Technology sectors. With nearly 30 years of experience in this domain, his focus has been in business process and operations transformation consulting & delivering programs. Service delivery improvement, IT portfolio rationalization, enterprise capability assessment & design, and customer experience improvement are topics he is passionate about. He leverages new-age technologies & innovations including Automation, Data Analytics, and AI/ML as well as helps in the adoption of agile practices for delivery.Mandeep has garnered his experience working with tier-1 fixed-line, mobile & cable operators across the US, Europe, India, and Australia. His clients included British Telecom, AT&T, Verizon, Vodafone, Telstra, Telenet, Colt, Liberty Global, etc.

    He is active in industry forums publishing and speaking at events like TMForum, IEEE, CII, etc. He also has a patent on “Method and System for Implementing a Collaborative Customer Service Model” to his name.

    Mandeep did his graduation with honors in Computer Engineering and an MBA in Marketing from India. He lives in Ipswich, United Kingdom.

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    Paul Termijn

    MD consulting
    Paul is our MD Prodapt consulting Europe. He has over 25 years of experience within the Telco industry.Paul has a thorough understanding of network inventory modeling and BSS/OSS provisioning and assurance, both on the IT level and on the process level.

    As a lead architect in many business transformation programs, he has proven to be a valuable asset for all levels of the program. Paul has excellent communication skills and can communicate at all levels of the organization, from the board of directors to IT developers.

    He always makes decisions with the customer in mind, focused on what is best for the customer, and is able to convince the customer of the best decision. Paul is excellent in building the bridge. He is a good listener and can function as a mediator to de-escalate situations. He knows how to pinpoint weak spots in a matter of minutes and can deduce complex matters in a simple and understandable way.

    Paul has worked for many national and international Telcos like KPN, Tele2, LG, DT, Magenta, LLA, Proximus, TMNL, RoutIt, XS4All.

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    Marieke Roos

    Senior Consultant

    Marieke is one of our BSS/OSS unit leads within Prodapt Consulting. She has been working in the telco industry for over 10 years, mainly focusing on CRM and BSS processes.

    For KPN, she has done various assignments as a process analyst in the BSS domain. Apart from being a confident leader in client-facing roles, she is experienced in working with business users understanding their requirements and creating a bridge between business and IT.

    Marieke also has experience in the security domain, as she has worked for the Ministry of Defense as a Security Consultant. She was exemplary in one of her projects at KPN where she improved the security level of KPN’s OSS Suite.

    Marieke’s enthusiastic and positive “can-do” attitude makes her an outstanding team player for many projects.

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    Rigas Parathyras

    Principal Consultant

    Rigas Parathyras is a principal consultant, specializing in digital solutions architecture for service providers. Apart from focusing on architecting initiatives, he defines the IT & architecture strategies for the digital and omnichannel domains. Some of the projects and domains he worked on include e-commerce, self-care portals and apps, digital TV portal and app, connectivity app and solutions for Wi-Fi & Home Gateway, integration & API management, customer identity management & SSO, B2B Digital enablement, and BSS Suite transformation.

    Rigas has been working at Prodapt Consulting for 2 years. Prior to Prodapt Consulting, he worked at Liberty Global for 10 years, where he played multiple roles as Web Developer to Solutions and Enterprise Architect, while managing the Digital Architecture team.

    Rigas has also worked with Orange Belgium for 2 years as Lead Digital Architect for a digital transformation program using Salesforce/Vlocity.

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    Konsolidierung des Netzwerkinventars

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    How to scale RPA Centre of Excellence

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    Strategies to drive efficiency and reduce cost in DSP’s retail billing operations

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    Employee Engagement at Prodapt

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    Boosting Sales Through Business Intelligence & Predictive Analytics

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    Key Elements in Building BI Analytics Solution for Telcos

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    Optimizing Telecom Inventory Management Through Business Intelligence & Analytics

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    Profitability Analysis for Communications Service Providers

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    Real-Time Network Intelligence & Predictive Analytics for Communications Service Providers

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