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Unified Digital Experience Platform Development for Telecom Operations Optimization

n-ix.com

Telecommunications

Legacy System Inefficiencies Impeding Operational Excellence

Inherited legacy systems (internal task management and customer portal) caused reduced employee productivity, fragmented customer experience, operational inefficiencies, and inability to support modern third-party integrations required for competitive service delivery.

About the Client

Owner of 10,000+ telecom towers, providing modular connectivity infrastructure solutions through design, creation, management, and consolidation of telecom facilities

Digital Transformation Goals

Create unified Digital Experience Platform (DXP) integrating customer and employee portals
Improve employee productivity through streamlined workflows and centralized communication
Enhance customer experience with modernized self-service capabilities
Implement critical third-party integrations for operational continuity
Establish scalable architecture for future business process adaptability

Core Platform Capabilities

Customer Portal with registration optimization and profile management
Incident management and billing/order management systems
Employee Portal with enhanced profile functionality
Microsoft Office 365 integration (Outlook, Teams, Planner, Azure AD)
Camunda BPM engine integration for workflow automation
Dynamic Forms for configurable business processes
Oracle Fusion and OneDrive integrations for enterprise data management

Technology Stack Requirements

Camunda BPM engine

Microsoft Azure cloud platform

Dynamic Forms framework

RESTful API architecture

Third-Party System Integrations

Microsoft Office 365 (Teams, Planner, Outlook)
Oracle Fusion ERP
OneDrive cloud storage
Local CRM systems via Camunda

System Quality Attributes

High scalability for 10,000+ concurrent users
Enterprise-grade security compliance (ISO 27001)
99.9% system availability SLA
Real-time workflow processing performance
Multi-tenancy support for future expansion
Configurable UI/UX for business process adaptability

Expected Business Outcomes

Anticipated 40-60% improvement in employee productivity through unified platform access, 30% reduction in customer service response times, 25% increase in customer retention through enhanced experience, and 50% faster implementation of business process changes via configurable architecture.