Vodafone Idea (Vi) has entered into a five-year agreement with Tata Consultancy Services (TCS) to transform its business support system (BSS) through an AI-driven, next-generation platform.

The collaboration is designed to enhance customer experience by embedding intelligence, automation, and personalisation into Vi’s operations, while enabling faster rollout of new products and services.

The transformation will be anchored on TCS’ flagship offerings — TCS HOBS and TwinX. 

HOBS will provide the digital backbone for Vi’s BSS, ensuring agility, stability, and integration across customer touchpoints. TwinX, powered by AI and machine learning, will strengthen service responsiveness through predictive analytics and scenario simulation, helping Vi deliver more personalised customer interactions.

By combining these capabilities, the unified platform will accelerate service delivery, improve operational resilience, and adapt swiftly to evolving market needs.

According to TCS, the tie-up aligns with its vision of advancing India’s digital journey through AI-first, homegrown solutions built with sustainability, security, and competitiveness at the core. Backed by over 25 years in the communications sector, the company today supports more than a billion telecom subscribers across 45 countries, spanning the entire communications value chain.

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

Ujjwal Mathur, president and country head - India business, TCS, added, "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 HOBS and TCS TWINX, we are committed to transforming 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."