TCS to Overhaul Vodafone Idea’s BSS with TwinX and HOBS in Multi-Year Digital Transformation Deal

Tata Consultancy Services (TCS) (BSE: 532540, NSE: TCS) a global leader in IT services, consulting, and business solutions, has partnered with Vodafone Idea to transform their business support system (BSS) through an AI-driven and future ready platform. The five-year engagement will help India’s leading telecom service provider unlock new capabilities in customer experience by deploying a next-gen platform focused on intelligence, automation, personalization and accelerated launch of new product and services.

The transformation will be anchored on TCS’ flagship products — TCS HOBSTM and TCS TwinXTM. TCS HOBS will provide the digital backbone for business support systems, driving agility, stability, and seamless integration across customer touchpoints. TCS TwinX will complement this with AI/ML-powered intelligence and scenario simulation, helping Vodafone Idea to enhance service responsiveness, and deliver personalized interactions. By combining the robust processes and systems of TCS HOBS along with advanced analytics capabilities of TCS TwinX, the unified platform will accelerate service delivery, ensure resilient performance, and provide flexibility to adapt quickly to evolving customer needs.

Jagbir Singh, Chief Technology Officer, Vodafone Idea Limited, said, “With this partnership Vi is embarking on a transformative journey to redefine customer experience. By modernizing our BSS platforms embedded with AI-driven innovation, we are setting a new standard to deliver, faster, smarter and more personalized digital experiences. This collaboration marks a significant milestone in our ongoing commitment to innovation, operational efficiency and delivering an unmatched experience to our customers.”

With over 25 years of expertise in supporting Communications, Media, and Information Services businesses (CMI), TCS serves CMI customers across 45 countries. Operating from more than 105 delivery locations, TCS leverages its industry and technology expertise to support over one billion telecom subscribers globally. TCS’ services encompass the entire communications value chain, including modernization, operation support system, networks, IT, and operations.

Ujjwal Mathur, President & Country Head - India Business, TCS, said, "The transformation program for Vodafone Idea is built on 15 years of relationship with TCS. A testament to our customer centricity across industries. By leveraging our advanced AI capabilities and flagship products, TCS HOBSTM and TCS TWINXTM, we are committed to transform customer engagement and operational efficiency for Vodafone Idea. This initiative marks a pivotal step in driving AI-led transformation of Vi’s core Business Support System. This collaboration underscores our dedication to delivering innovative solutions that drive growth and excellence in the telecom sector."

This partnership advances TCS’ vision of Accelerating India’s progress through solutions that are Made in India, for India—and ready for the world. With a strong focus on sustainability, security, and sovereignty, TCS aims to fuel innovation, economic growth, and global competitiveness. As India enters a new era of digital advancement, TCS remains committed to delivering indigenous solutions that empower governments, enterprises, and citizens, helping them perpetually adapt in an AI-first world.

HCLSoftware Launches AI-First MarTech Platform ‘Unica+’ to Power India’s Intelligence Economy

HCLSoftware, a global leader in enterprise software, today announced the launch of HCL Unica+ in India, an AI-first MarTech platform designed for the Intelligence Economy. Unveiled at the ET MarTech+ Summit & Awards 2025, this platform marks a major step toward helping Indian businesses deliver hyper-personalized, data-driven marketing at scale.

In a market with over 800 million internet users, where attention is a scarce commodity and trust is the new currency, HCL Unica+ is the game-changer. It’s built to address the unique challenges of India’s diverse, multi-lingual landscape, enabling brands to connect with a digital-native population that expects relevance at every touchpoint.

“We’re moving beyond the Attention Economy into the Intelligence Economy,” said Rajesh Iyer, Executive Vice President & Portfolio General Manager, Business & Industry Solutions, HCLSoftware. “HCL Unica+ is the force multiplier for this shift. It’s not just about reaching customers; it’s about leveraging context to get it right every time, at every touchpoint. We're giving Indian marketers the power to leverage deep customer insight to deliver meaningful moments.”

The platform is already powering one of India’s top financial giants, managing 500 million customer accounts across 1.4 billion potential touchpoints in 28 languages. This proves the solution can handle the most demanding, large-scale challenges.

As India’s MarTech industry is set to soar to nearly $94 billion by 2030, HCL Unica+ is uniquely positioned to help enterprises capitalize on the future of marketing — one where precision, personalization, and performance are powered by AI.

“In today’s market, it’s not just about volume, it’s about precision,” said Rajiv Shesh, Chief Revenue Officer, HCLSoftware. “HCL Unica+ redefines customer experience by helping marketers understand evolving customer needs and deliver experiences that build real trust.”

Sidhant Khanna, SVP, IndusInd Bank, said, “In today’s always-on world, reach isn’t enough, it’s about relevance. With AI-powered insights, we can finally anticipate customer needs, cut through the noise and deliver the kind of hyper-personalized experiences that build real trust and lasting growth.”

“HCL Unica+ isn’t just a re-skin of legacy MarTech. It’s an AI-first, data-driven, integrated marketing automation platform purpose-built for the Intelligence Economy,” said Harish Padmanabhan, Director – Global Partnerships, Xerago. “By embedding Agentic AI directly into the workflow, HCL Unica+ reimagines the MarTech stack around real-time decisioning and precision targeting for today’s enterprise. Xerago is proud to partner with HCLSoftware in delivering this groundbreaking platform, driving rapid ROI, future-ready agility, and responsible, AI-driven growth for leading brands.”

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, High Tech, Semiconductor, Telecom and Media, Retail and CPG and Public Services. Consolidated revenues as of 12 months ending June 2025 totalled $14.0 billion. To learn how we can supercharge progress for you, visit hcltech.com.

About HCLSoftware

HCLSoftware is a global leader in software innovation and the software division of HCLTech. We develop, market, sell, and support transformative solutions across various industries, including business and industry, intelligent operations, total experience, data and analytics, and cybersecurity. Our commitment to customer success and our core values of integrity, inclusion, value creation, people-centricity, and social responsibility drive us to deliver best-in-class software products that empower organizations to achieve their goals. With a rich heritage of pioneering spirit, HCLSoftware serves more than 20,000 organizations, including a majority of the Fortune 100 and almost half of the Fortune 500. Learn more about how we can help you achieve your goals at www.hcl-software.com.

​NovelVox Introduces BI-enabled iVision Plus Wallboards and Agent Dashboard for Cisco Webex Contact Centers

Global software product house NovelVox has announced the launch of an intuitively designed iVision Plus Wallboards for the Cisco Webex contact center. The feature-rich Wallboard empowers supervisors and agents with self-management and enables them to take proactive actions to improve contact centers' performance.

NovelVox's collaborative and fully configurable iVision Plus Wallboards and dashboards are now available for Cisco Webex Contact Center. iVision Plus ensures Business Intelligence (BI) powered 360-degree monitoring that helps you to gauge agents' performance and make informed business decisions. NovelVox strives to deliver bespoke contact center solutions to boost agents' productivity and performance.

The BI capabilities of the Cisco Webex CC wallboard turn your complex data into valuable insights for more effective data analysis. The Smart Notification Engine helps you to create instant audio and visual alerts and notifications about threshold breaches through Email, SMS, and MS Teams. With 50+ in-built design templates, you can get a unified view of KPIs to motivate agents to do more and achieve organizational goals, efficiently and effectively.

NovelVox's Webex Wallboard and Agent Dashboard is above par vis-à-vis their competitors owing to its features, such as 50+ visually appealing wallboard templates for a real-time view of agent performance while allowing the agent to work as per their visual comfort. The Drill-down reports extracting specific data from high-level information enables us to make informed decisions. The option to create instant audio and visual alerts about threshold breaches through Email, SMS, and MS Teams make it easy to manoeuvre through the desktop, enabled by an extendable Drag and Drop studio environment. As many as 75+ 3rd party integrations ensure seamless integration with all Webex contact center-powered data, making it one of the most agent friendly solutions.

NovelVox CEO, Amit Gandhi, quoted, "Supervisors cannot harness the agent's strengths due to the inefficiency of the Wallboards. This affects the agent productivity along with contact center performance. Being associated with Cisco for 14 years as a preferred partner, we take a major step forward to align our business strategy with Cisco's product strategy. We are focussed on making all our products compatible with Webex CC. Thus, we have launched Wallboards and Agent Dashboards for Cisco Webex Contact Center with the intent to motivate and engage agents to achieve more. Our fully-configurable and visually appealing iVision Plus Wallboard ensures that agents are always on track with their KPIs without getting bored by dull, plain, and boxy wallboard designs."

NovelVox is a global software company developing flexible contact center agent desktops, wallboards, and contact center applications for customers of all sizes, ranging from Enterprise Organizations to more dynamic customer-centric companies that meet the client's requirements and needs. At NovelVox, exceptional attention to detail is given while designing the products to complement various Contact Center applications, including Cisco, Avaya, and Genesys.

For details, please visit: https://www.novelvox.com/

EnableX.io introduces FaceAI - Face Analysis and Emotion Recognition AI to deliver Business Intelligence

EnableX.io, Asia’s leading cloud communication platform provider, today announced the launch of its Face Analysis and Emotion Recognition AI solution - FaceAI. Aimed at augmenting live video with Cognitive and Emotional States understanding, FaceAI enables companies with deep insights into the emotional impact of each conversation, providing smarter, more contextual and dynamic customer engagements.

Encompassing advanced technologies, FaceAI has the ability to identify demographic features such as the Likely Gender and Age; facial features such as Hair Colour, Cheekbone, eyes; and emotions such as Anger, Disgust, Fear, Happiness, Sadness, Empathy, Surprise, and much more. Besides these, it also measures the attentiveness and liveness of the person which can be helpful in developing a deeper understanding of the customer or caller’s sentiments and affective state. 

Pankaj Gupta, CEO & Founder, EnableX.io stated, “Next generation communications should be more flexible, smart and personal. With the whole new set of Emotion Intelligence capabilities, EnableX.io equips partners and customers across industries and domains with AI-enabled communication APIs that facilitate intelligent data-driven conversations, helping them stay ahead of the curve."

Businesses can use EnableX FaceAI separately or paired with EnableX Video call in several ways such as verifying the identity of bank users over AI-enabled video, displaying targeted advertisements through “smart kiosks”, understanding student’s engagement level in elearning, and much more. In the case of large-scale video calls, FaceAI effectively measures facial expressions and emotions of all the faces within the call in real time.

“EnableX has a strong reputation in the CPaaS space, especially when it comes to next-generation video APIs. By adding FaceAI into our portfolio, we are not only helping people connect, but taking communication to the next level by creating meaningful and memorable customer journeys. Historically, AI focuses on intelligence in improving processes and automation and is not focused on correlating events with human emotions or emotional factors. Now, with FaceAI, we are adding an EQ to technology’s IQ. Using Affective Computing technology, we will be able to recognise the emotional state and the context of every conversation, equipping organisations to respond in a more contextual and accurate way.” said Pankaj.

With FaceAI, businesses and developers can easily integrate emotional intelligence into any application, website and digital displays using the AI HTML5 browser-side SDK. Ensuring GDPR compliance, all the AI processing is done on the device with no personal data, images, or videos shared with the centralised EnableX.io server.

There are varied interesting use-cases where FaceAI coupled with Live Video will bring substantial benefits for businesses in a highly customer-centric environment.

• Education: Ensuring the integrity of online learning, it helps detect the attentiveness and liveliness of the students. Facial Recognition also helps authenticate and verify the identity of individual students. Emotion analysis, on the other hand, helps instructors understand students better so that they can tailor their teaching approaches to levels of student interest, and to address areas of concern, confusion and apathy from students. 

• eKYC: Financial institutions can automate the process of KYC and save time with the help of AI. FaceAI helps ensure the authenticity of the customers when doing digital onboarding by adding an additional layer of security. By detecting and evaluating face and facial features, head poses, eye gaze, emotions and much more, FaceAI helps thwart fraudsters.
  
  

• Retail: With EnableX FaceAI, brands can provide live video-stream shopping and use emotions data captured from Facial Analysis and Emotion Recognition AI to offer the right solutions and products to the right customers. Marketers, on the other hand, can test the success of the marketing campaigns and Ads by measuring their emotional responses. 

• Customer Service: For any business, Facial Recognition and emotion analysis could help the customer service agent to resolve customer queries and anguish more efficiently and carefully and escalate it to senior supervisors before the situation gets out of hand and affects brand image. 

• HR & Recruitment: The technology can be used to assess job candidates and can also help in understanding employee's feelings and emotions better so that their experience could be enhanced and issues could be resolved on time. 

About EnableX.io

EnableX.io, a product of vCloudx, is a communication platform for integrating real-time communication into applications and websites. The scalable and secure global platform provides developers and service providers with powerful APIs to create video, voice and messaging conversations with ease. From one-to-one chats to large scale broadcasts, EnableX.io makes communications more flexible and personal, helping enterprises stay ahead in the digital world.

Founded in 2017 and headquartered in Singapore, EnableX.io has established a strong foothold in APAC countries. Backed by a team of 50+ passionate technologists, it constantly challenges the status quo to empower Fortune 500 companies as well as start-ups across the globe with its highly interactive and powerfully engaging customer experience platform.

In the wake of the growing demand for remote communication services globally, the company in March 2020, forayed into the Software-as-a-Service (SaaS) space by developing a state-of-the-art Video Conferencing Solution. With this, EnableX.io became one of the few global players with a complete suite of services ranging from Communication Platform-as-a-Service (CPaaS) to Video Communication Software-as-a-Service.

India's Business Intelligence and Analytics Software Revenue To Reach $245 Mn in 2017: Gartner

According to research firm Gartner, India's business intelligence (BI) software business is on a roll as it is expected to reach a whopping US$245 million this year, which would result in a 24.4 percent increase over the revenue last year of US$206 million.

Gartner has further clarified that the US$245 figure forecasted is inclusive of revenue for BI platforms, data science platforms, analytic applications and corporate performance management suites.

Explaining the huge potential that the industry holds for the Indians, Zaidi, principal research analyst, Gartner said that the data and analytics market is undergoing a significant change in the Indian subcontinent. A few of these changes includes techniques for data management and analytics, settling of a potential hype cloud around big data through more mature data storage, and processing and analysing solutions.

The research firm further added that they're a witnessing a rapid switch to the cloud and hybrid data management brought by through focused offerings, and the emergence of modern business intelligence platforms, smart data discovery and self-service data preparation solutions, which are expected to power the next round of investments.

In addition to this, Gartner also talked about how India is currently seeing a growing focus of Indian tech companies on Internet of Things data integration, data management and analytics, especially in the manufacturing and consumer packaged goods sector, who are expecting to be market leaders as a result of their competitive differentiation in the aforementioned important areas.

The research firm also took into account how senior Indian executives are now increasingly exploring different styles of analytics in order to meticulously resolve their business imperatives. According to Gartner, this can be seen as a crucial sign of the emerging importance of data management and analytics in the South Asian country.

Gartner is currently holding its Gartner Data and Analytics Summit in Mumbai where Gartner analysts are examining the key issues facing the data and analytics market.

This year, Gartner has shifted the theme from solely BI/analytics and has incorporated some of the key elements of data management, such as data integration, data quality, data governance, master data management (MDM), and the upcoming tools, architectures, processes, skills and roles that when combined together will provide organisations opportunities to leverage data as an asset. The research is also focusing on how digital business dynamics are completely changing the field of data and analytics in India.