This new facility delivers mission-critical services including support for government contracts

San Juan, Puerto Rico, June 25, 2024

Prodapt, the largest and fastest-growing specialized company focused on the Connectedness industry, has announced an onshore operations facility in Puerto Rico, aligning with a proven strategy to complement offshore strengths with onshore & nearshore capabilities to enable holistic technology services that include supporting government contracts and multilingual customer engagement.

Expanding alongside the facility in Panama, the new center will help Communications Service Providers (CSPs) accelerate transformation and leverage AI-powered managed services to make their IT/Networks agile, streamline business processes, and enhance customer experiences.

Prodapt will create 200 jobs at the Puerto Rico center in the near future, hiring people skilled in AI-powered Telecom operations, cloud computing, data analytics, and more. Prodapt chose Puerto Rico for its abundant technical talent, growing technology ecosystem, strong engineering skills, and attractive incentives for investors. Invest Puerto Rico, a public-private partnership enabling investments in Puerto Rico, facilitated Prodapt’s arrival.

TechCo Toolkit transforms OSS by automating service provisioning, enhancing operational visibility, and improving network inventory accuracy

Copenhagen, June 17th 2024

Prodapt, the largest and fastest-growing specialized company focused on the connectedness industry, has announced the launch of TechCo Toolkit, an integration with ServiceNow to help Communications Service Providers (CSPs) accelerate service activation, automate key workflows, and leverage AI to transform operations.

Legacy Operational Support Systems (OSS) with siloed processes and multivendor environments are slowing Telecom networks, delaying revenue and leading to low customer satisfaction. The Toolkit accelerates operational agility by automating and shortening the service lifecycle, making provisioning faster, enhancing operational visibility and improving network inventory accuracy.

The Toolkit comprises Prodapt’s proprietary network accelerators NeMA (Network Management Abstraction), NeSA (Network Service Assurance), and NeDR (Network Discovery & Reconciliation) to transform service orchestration, service assurance and network operations. Seamlessly integrated with TM Forum Open APIs, it enables efficient troubleshooting and diagnosis to resolve incidents faster and leverages AI to predict and guard against future disruptions. Compared to existing network accelerator solutions, the Toolkit delivers 40% faster deployment and integration cycles through Prodapt’s pre-built network connector library. This helps deliver the benefits of a transformed OSS stack to customers faster.

Prodapt will design & operate a Salesforce-driven solution for gas and fiber customers

Dallas, Texas, March 20, 2024:

Centric Infrastructure Group, LLC (Centric), a leading Texas-based natural gas distributor and fiber optic telecommunications service provider, has partnered with Prodapt to transform its customer experience. This collaboration underscores Centric’s dedication to delivering exceptional customer service.

Leveraging Prodapt’s expertise and innovative solutions, Centric is committed to enhancing its customer experience, improving its benchmarks for satisfaction and operational efficiency within the industry.

In response to the growing demand in the Fiber to the Home/Business (FTTH/B) segment, Centric recognizes the need for agile solutions amidst complex software licensing cycles and fragmented business processes. Prodapt will introduce a flexible, cloud native, digital BSS platform integrating best-of-breed components from Salesforce and Aria to expedite service delivery and streamline business operations.

While Gen AI is the forerunner, advancements in cloud, data monetization & security, digital IT architecture, 5G, emerging satellite capabilities will provide the impetus, writes Rajiv Papneja

TechCircle, February 12, 2024

There are several factors acting in confluence to bring a new technology wave in 2024. While the application of Generative AI is clearly the forerunner, advancements in edge cloud, data monetization & security, network autonomy, digital IT architecture, 5G, and emerging satellite capabilities will provide the impetus. We’re already seeing domain-specific providers leverage these advancements to offer cutting-edge solutions and services to global Communications Service Providers (CSPs).

Looking ahead, I see the following trends emerging significantly on the global Tech & Telecom landscape:

Networks as an Experience to create new differentiations: Imagine a Telecom or Broadband Network that proactively addresses connectivity faults through acquired self-healing powers, prompts subscribers and enterprise customers about interruptions in advance, co-pilots rapid prototyping & testing of new products to create sticky customer experiences, and rectifies disruption with automated remediation. With AI-Native, autonomous operations and secure data intelligence on cloud, the Communications Industry will embrace a Data, AI & Cloud-first strategy to deliver Networks as an Experience to customers.

Quantum-safe encryption to ensure integrity & authenticity of transmitted information: Classical cryptography algorithms are proving to be ineffective in fighting modern-day threats, making it necessary to advance encryption and secure data in the age of Quantum Computers (QCs). The primary goal of any consumer-facing enterprise, particularly in the Communications industry, would be to guard against attacks leveraging Quantum Computers, and ensure regulatory compliances for data privacy.

Democratizing Generative AI with increased industry contextualisation: While it was only last year that Gen AI burst on the scene, it is already becoming a key investment across industries – be it retail, finance, telecom, or banking. In 2024, we will see the emergence of clear business outcomes across the modern enterprise in IT, back-office, business operational efficiencies, and customer experience management. Some key persona-based use cases of enterprise search, productivity improvements, cybersecurity, marketing & sales, contact center transformation & event post-mortem analysis are becoming flagship cost-saving areas for accelerated adoption.

Unlocking Data Intelligence amid a maze of laws & the push for monetisation: Enterprises will need to make investments and partnerships with domain specialists to comply with myriad data compliance rules worldwide and create insights from various data marts. With compliance costs rising, businesses will seek out specialist service providers who can help draw rich data insights by breaking organizational siloes while adhering to the complex web of data laws. In convergence with this trend is the emergence of Edge Cloud, which leverages AI to create new insights from never-before-seen data. Additionally, we are witnessing the emergence of a new breed of GPU-as-a-Service data centers, as consumers want high Quality of Experience and the agility of customized services.

Transforming Contact Centers to Personalised Experience Centers: Contact Centers have been the first port of call for any new automation technology hitting our shores – right from IVR to agent assist to RPA and more. Still, a majority of the operations remain human-dependent. With increased contextualization in Gen AI-led Large Language Models (LLMs), this is set to change as we enable users to customize and control AI and help improve their relationship with trust. Gen AI is already rapidly advancing contact centres to an autonomous End State through mechanisms such as copilot & personalized assistance synergizing with classical AI-driven service actions. We are on an accelerated path towards transformation of Contact Centers & customer operations through LLMs equipped with the right context in Telecom services.

Innovation in Satellite Communications for Emergency Response:Satellite Communications will take giant steps in public consumption and safety through 2024, with wireless carriers striking deals with Space businesses to beam satellite internet directly to our smartphones (Direct-to-Cell service). Public agencies seeking to respond real-time to distress calls and disaster incidents, particularly in Maritime or calamities like floods or forest fires, are adopting Low Earth Orbit satellite communications, given their insulation to any terrain-based impact. In the future, LEOs will be the mainstay in this application for their scalability, reliability, and seamless integration with existing Communications systems. This is a new area of opportunity for CSPs to collaborate and offer seamless global connectivity to enterprises and bundled cloud on-ramp solutions.

Mainstreaming Extended Reality:Extended Reality, encompassing virtual, augmented & mixed reality, will find more adoption as hardware becomes more affordable and allows for higher volumes of content. With clear use cases across entertainment, education, and healthcare, we will see an improved success rate of XR across industries.

To unlock the full potential of this wave, Global Communications Service Providers (CSPs) should partner with service providers with high telecom relevance. This will help them advance to AI-Native networks, accelerate migration to the cloud, and build data intelligence systems to make customer experience intuitive and delightful. As we foresee the convergence of several technological advancements, we believe 2024 will be a breakout year for CSPs willing to leverage modern digital technologies across their functions.

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Chennai, India, February 14, 2024

Prodapt, the largest and fastest growing specialized company focussed on the Connectedness industry, today announced the appointment of senior industry leader Manish Vyas to the Board as Executive Director.

With an impressive 23-year tenure at Tech Mahindra, Manish Vyas left an indelible mark as President of the Communications, Media, and Entertainment (CME) business, alongside leadership roles as CEO of Network Services and BPO business units. In addition, as COO for strategic businesses like Experience Design & Digital Engineering, Manish mentored & provided strategic guidance to drive industry-leading growth. His visionary leadership was instrumental in Tech Mahindra’s exponential revenue growth from $150 million to an approximately $6.5 billion powerhouse. Notably, he was pivotal in scaling the Communications & Media business significantly, achieving remarkable revenue and EBITDA milestones.

At Prodapt, Manish will guide the leadership team to drive strategic initiatives, reinforcing Prodapt’s position at the forefront of the industry and propelling its growth trajectory even further. With a comprehensive background spanning IT, business process, network services, systems integration, consulting, and large deal outsourcing, Manish brings a wealth of experience in delivering innovative solutions to achieve critical client objectives.

The dawn of the AI era is paving the way for the arrival of next-gen talent at our organizations, writes Sriram Natarajan

The Financial Express, January 21, 2024

In the pre-pandemic world, I would evaluate coding proficiency of senior developers through questions on data structures and algorithms or give them assignments on system design with scalability in mind. Now, I ask them to take a week and build the application for a Communications Service Provider’s order management system – with the help of Generative AI.

This is just one example of the dramatic change in how IT service providers want to deploy talent in the AI era. No matter which industry they serve – communications, retail, or banking – they are switching gears to apply AI across the board. Broadly, there is scope to improve customer experience by faster troubleshooting, raise operational efficiency by eliminating redundant tasks, and shorten software development lifecycles by generating code, test cases, and many more.

Already, the early adopters have invested deeply. Consider these stats: Generative AI will add $2.6-4.4 trillion in global corporate profits annually, according to the McKinsey Global Institute. Corporates, governments, and think-tanks have already begun exploring Generative AI seriously: a Gartner poll of 2500 executive leaders found 70% in exploration/investigation mode with Generative AI, while 19% had already begun pilots.

At an operational level, the new AI wave touches every instance where work can be made less human-dependant for repetitive tasks. With the advent of Gen AI over the last one year, this is taken a step further: complex tasks requiring niche human skills are now being executed through AI, enhancing service delivery with much less Cost per Output. Let me illustrate with examples.

Smart Contact Centers:  Generative AI models can translate messages from regional languages real-time,helping contact centers resolve customer issues 80% faster. This solves issues in just minutes, from what could have taken hours or even a day.

Battling order fallout: Order fallouts are a tremendous headache in the Communications industry. This means new customers do not get linked up with services like high-speed internet on time, causing negative customer experience. With Gen AI,  order fallout analysis time gets reduced by over 70%, helping teams spot bottlenecks and resolve issues quickly.

SDLC reduction: For IT teams, issue resolution, software development and testing have been highly Human Resource-intensive.  Generative AI offers huge gains across your Software Development LifeCycle (SDLC).

• Code generation: AI-assisted code generation with developer supervision/review for high-quality, reusable code
• Code refactoring: Improving clarity & and maintainablity of your code without affecting its external behavior
• Code documentation: Laying down clearly what a block of code is expected to do & user guidelines on how to use it.
• Code testing: Automated test case & script generation to accelerate test coverage.
• IT Operations: Ticket triaging, SOP generation, Root cause & code analysis across application support and infrastructure services

The dawn of the AI era is paving the way for what I call next-gen talent. Broadly, they stand out in their ability to use advanced AI for higher productivity, faster & varied problem-solving, and crafting elevated customer experiences that require little-to-none human involvement. Here are some markers of next-gen talent.

• Prompt engineering is now a sought-after skill. Subject Matter Experts who deeply understand problem statements, software evolution, and the working of Generative AI will be able to construct the right prompts, validate outputs, iterate effectively, and get the desired results.
• The next-gen talent will not have to worry about gaining deep exposure to multiple coding languages and their syntaxes. Instead, a strong grasp on engineering principles and problem-solving through logical thinking will come into focus.
• Knowledge of natural language processing, advanced programming & scripting concepts, data analysis and visualization will be the arrows in their quiver.
• At higher levels, leaders who can incorporate AI capabilities across tasks and redefine functional goals with an AI-first approach will be spearheading change across functions.

As a global talent base for software services, India faces a huge opportunity in the dawn of the AI era. With our favourable demographic dividend and supportive policymaking, we should adopt a proactive approach to tackling disruption, kick-start strategic reskilling, and drive stronger industry-academia collaborations to ride this AI wave into a period of hypergrowth.

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Prodapt will design and implement a Target Operating Model for end-to-end business transformation and agility

London, Jan 10, 2024

Global Cloud Xchange (GCX), the global network service provider, has selected Prodapt, the largest and fastest-growing specialized firm in the Connectedness industry, as its strategic partner to achieve transformation across IT systems and business processes, and deliver managed services for service delivery and service assurance operations.

GCX’s global customers require highly available and disruption-free network services to enable high-speed digital connectivity. With this new partnership, GCX and Prodapt aim to deliver a highly automated, agile technology infrastructure that will fast-track service activation and streamline network management to deliver enhanced digital experiences to customers.

Prodapt will design and implement a Target Operating Model for end-to-end business transformation. This includes refining core processes, defining end-to-end solutions, and modernizing existing systems with cloud-native best-of-breed platforms.

Categorization as Telecom-Native is based on high domain relevance to serve Communications Service Providers (CSPs)

Chennai, India, 21st November 2023

Gartner has recognized Prodapt as a Large Telecom-Native Regional IT service provider across North America, Europe, and Latin America, which we believe underscores high domain relevance and specialization in serving CSPs.

The IT Service Provider Selection Guide for CSP CIOs illustrates industry and regional presence, capability focus, provider “DNA”, and scale of providers across North America, Europe, and Latin America. These providers have telecom industry interest, investment, and experience.

Telecom-Native providers draw over a third of all revenue from the telecom sector and deliver specialized services for Communications Service Providers. Regional providers are those like Prodapt who work with clients with a presence across several continents.

Goal to drive digital transformation & intuitive customer engagement for Communication Service Providers

Chennai, India, September 18th, 2023

Prodapt, the largest and fastest-growing specialized firm in the Connectedness industry, has entered into a partnership to enable ServiceNow expand its telecom, media and tech (TMT) business to help Communication Service Providers (CSPs). The expanded scope will drive digital workflows for greater operational agility, enhanced productivity, and intuitive customer experiences.

Now, CSPs can help employees do more at work by strengthening business workflows, removing siloes between functions and digitizing tasks, besides raising operational predictability through an exclusive set of cloud- and network-first Prodapt accelerators. For customers, they can offer digital-first, proactive experiences that feel light, intuitive, and effortless.

Prodapt’s proven consulting and deployment expertise in ServiceNow’s telecom, media and tech product suite will help transform customers’ Telecom Order Management, Telecom Asset Management, Telecom Service Management, Telecom Services Operations Management, and Governance, Risk, and Compliance processes, making them scalable and easy to maintain. With a sizeable team of certified ServiceNow consultants and network architects, Prodapt is executing ServiceNow-driven transformation projects with the largest CSPs across the globe.

Harsha Kumar, CEO of Prodapt, emphasizes the expansion strategies that the company executes in the country. With an investment of $7 million and 500 jobs, it seeks to settle in the isthmus and project itself in other commercial niches

La Estrella de Panamá, July 3, 2023

First, Upender Singh Rawat, Ambassador of the Republic of India in Panama, concurrent to Costa Rica and Nicaragua, ratifies the interest in strengthening commercial ties between Panama and India (March). Then, the Minister of External Affairs of India, Subrahmanyam Jaishankar, at the invitation of the National Government through Foreign Minister Janaina Tewaney Mencomo, arrives at the isthmus (April). After that (May), Prodapt, a company in the connectivity industry, based in India, announces that it will expand its operations in Panama through an investment of $7 million dollars, leveraging the exclusive benefits of offshoring offered by the country.

Undoubtedly, diplomatic and commercial relations between Panama and India are strengthening at a good pace.

Harsha Kumar, Chief Executive Officer (CEO) of Prodapt, details that the company “is the first consulting and technology services firm, based in India, to establish operations in Panama. Driven by the country’s talented workforce and business environment, we have been able to grow the operation significantly over the past two years.”

In an interview with La Estrella de Panamá, Kumar reviews the benefits of the investment made in the country, the advantages and disadvantages of Panama in terms of the connectivity industry and reviews the company’s plans on country soil, asserting that in the future, success in Panama “will serve as a roadmap for similar close expansions in our markets.”

How did Prodapt choose Panama to expand its operations?
The company had begun to look for a destination with the resource and proximity to the Latin American market to help us improve the provision of services for one of our clients in the region. Weighing a set of options that include Mexico and Chile, we chose Panama to establish our strategic nearshore center for its unique multilingual capability, skilled workforce, and most importantly, the scope to provide specific services to the North American market, given the time zone compatibility that Panama enjoys with the United States. Panama has offered us an exceptional talent pool, a peaceful and progressive business environment, and a high level of support for the expansion of operations.

How long has the company been present in Panama?
Prodapt established its operations in Panama in early 2020, during the pandemic. We have managed to grow our workforce from six employees to over 200 people employed in the technical support and customer service space.

What are your plans on national soil in the short and long term?
Panama has invested in the development of a solid telecommunications infrastructure, including a well-established fiber optic network and advanced mobile communication systems. This infrastructure has facilitated high-speed internet connectivity and efficient communication channels across the country.
At the end of this fiscal year, Prodapt Panama will have 300 people. We recently announced a $7 million operations expansion that will involve significant investments in workforce expansion and related expenses. The multi-year investment will generate 500 jobs in several cutting-edge technology domains, including cloud computing and artificial intelligence. In the long term, we envision our Panama hub as the anchor facility for all Latin American businesses, representing 15% of our annual revenue. Second, the center will grow into an important facility to provide comprehensive services to the U.S. -. Going forward, our success in Panama will serve as a roadmap for similar nearshore expansions in other markets.

What does Panama represent for Prodapt?
It is an important resource base that offers us optimal talent and technological capabilities in a strategic location. The availability of people with multilingual capabilities and strong technological backgrounds in a nearshoring location is a challenge faced by several technology services companies today. The successful scaling up of service delivery is a model worth emulating elsewhere.

What kind of specialized jobs will be open to Panamanians? How will you find the right candidates or train them?
The recently announced investment will generate approximately 500 technology jobs in areas such as cloud computing, artificial intelligence and technical support. Our workforce expansion strategy goes beyond leveraging the pool of experienced talent in Panama and includes attracting new talent coming out of universities. Prodapt runs a one-year training program for recent graduates to enhance their skills and offers broad exposure to our capabilities, services and solutions. In addition, our Learning and Development programs have customized offerings for our people with varying levels of experience to acquire the critical skills and certifications needed to grow and thrive in the technology industry. We execute programs to identify and prepare managerial talent internally and create a portfolio of leaders within the organization.

Generally speaking, as far as the connectivity landscape is concerned, in which areas does Panama excel and in which areas does it lack?
Panama has made significant progress in evolving certain technical and infrastructure aspects in the connectivity landscape. For example, Panama has invested in the development of a robust telecommunications infrastructure, including a well-established fiber optic network and advanced mobile communication systems. This infrastructure has facilitated high-speed Internet connectivity and efficient communication channels throughout the country. However, the connectivity industry is frequently disrupted by advanced technologies. It is worth mentioning that generative artificial intelligence is finding a widespread boom in companies today, which requires a new wave of skill development. To maintain a competitive edge, companies in Panama could consider upskilling as an ongoing process for their workforce, with a focus on areas including artificial intelligence, cloud computing, data analytics and more.

How will reliance on artificial intelligence affect the economies of countries like Panama?
Artificial intelligence offers strong business value for companies looking to drive automation in their business operations/IT operations and achieve reduced operating costs. For a fast-growing economy with a large number of skilled professionals, Panama is well positioned to leverage the fast-growing adoption of AI (artificial intelligence) to attract foreign investment to the country. With continued investments by the government and the private sector, the evolution of a technology-driven startup community using this technology, including generative AI, will propel Panama into the league of sought – after startups around the world.