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Increased capacity, AI-led solutions to further improve customer experience and operational efficiency for customers

Panama City, Aug. 26

Prodapt, a leading provider of consulting, engineering and transformation services for the telecom and technology industry, today announced the completion of the first phase of expansion of its nearshore operations center in Panama. The expanded center seats technology and domain experts working with the largest Communications Service Providers (CSPs) across the Americas.

The expanded center was inaugurated by Pabitra Margherita, India’s Minister of State for External Affairs and Textiles, and Dr. Sumit Seth, India’s Ambassador to Panama, in the presence of senior executives from Prodapt and leading CSPs in the region.

The center continues to hire experts in cloud computing, AI-powered customer service & process optimization, and technical support. Prodapt chose Panama for its strategic location, multi-lingual skills, emerging digital engineering talent, and the favorable business and policy environment fostered by the Government of Panama. Along with the newly announced onshore center in Puerto Rico and the Americas Innovation Center in Dallas, Prodapt will further enhance capability to deliver comprehensive, AI-powered, and always-on services to clients. 

Further expanding onshore delivery capacity, the center will help clients accelerate AI adoption to enhance operational efficiency & customer experience

Dallas, Texas, Aug. 19 — Prodapt, a leading provider of consulting, engineering, and transformation services for the telecom and technology industry, today announced its Americas Innovation Center (AIC) in Dallas, Texas. Building on Prodapt’s onshore service delivery capability, the center is designed to help clients deeply integrate AI capabilities, particularly GenAI, into their IT, network & business operations to enhance organizational efficiency and customer experience.

Housed in Prodapt’s new facility in Richardson, Texas, in the Dallas metroplex, the AIC will feature an AI for Customer Experience lab  to fast-track  concept-to-market journeys for next-generation digital products and experiences. 

Prodapt will expand its team of experts in data analytics, cloud computing, and advanced AI technologies for the innovation center. Equipped with an executive briefing facility, the AIC will deepen Prodapt’s engagement with the AI- and digital-native startup ecosystem, leading technology institutes, and research firms in the Dallas-Fort Worth area, fostering strategic partnerships.

Chennai, India, July 31, 2024

Prodapt, a leading provider of consulting, engineering and transformation services for the telecom and technology industry, today announced the appointment of Manish Vyas as MD and Chief Executive Officer (CEO).  

Manish joined Prodapt as Executive Director earlier this year, bringing with him over 23 years of experience at Tech Mahindra. He brings a deep understanding of building scaled businesses in the CMT industry, having led multiple lines of global businesses.

First ServiceNow telco-focused Ecosystem Ventures investment will help further digital business transformation through AI-enabled solutions, enhanced go-to-market capabilities, and Now Platform skills expansion

SANTA CLARA, Calif., and CHENNAI, India – July 24, 2024

ServiceNow (NYSE: NOW), the AI platform for business transformation, today announced its decision to make a strategic investment in Prodapt, a leading provider of digital and network services for the telecom and technology industries. As the first ServiceNow Ecosystem Ventures investment targeting the telco industry segment, Prodapt will promote the Now Platform to expand business transformation and leverage the learnings across clients through the development of new Telecom & Technology industry-specific, AI-enabled solutions, enhanced industry and domain specific go-to-market capabilities, and increased skilling of certified ServiceNow experts.

As enterprises around the world seek game changing pathways to increase growth and productivity, they are also looking to eliminate tech debt, consolidate system sprawl, and capitalize on the considerable opportunity with GenAI, especially in the telco industry. According to IDC, 73% of global telecom service providers identified AI investments as their top transformation priority as they move away from legacy systems to automated platforms. Prodapt’s deep industry and functional domain expertise – along with ServiceNow’s single architecture, single data model, AI-first platform – will help accelerate the development and adoption of compelling AI solutions for clients through a new ServiceNow AI Center of Excellence, beginning with a primary go-to-market focus in the U.S. and European markets.

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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