Accelerating Customer Experience Transformation for European MSO Using Tata Elxsi iCX on AWS

Introduction

European MSO is a leading telecommunications provider serving millions of customers across multiple European markets, offering mobile, broadband, and enterprise services. With operations spanning several countries and managing a large fleet of set-top boxes (STBs), the organization required a centralized platform for remote device monitoring and management.

The iCX platform provides real-time telemetry, proactive device health monitoring, remote diagnostics, and automated log collection, enabling operators to quickly identify root causes, reduce operational overhead, improve service reliability, and enhance the overall customer experience.

The solution delivers end-to-end device visibility and control while ensuring GDPR compliance and supporting a multi-tenant architecture. This initiative was aimed at creating a unified, scalable, and future-ready customer experience ecosystem across European MSO's diverse operational landscape.

Challenge

European MSO is a leading telecommunications provider serving millions of customers across multiple European markets, offering mobile, broadband, and enterprise services. As customer expectations continue to evolve toward seamless digital interactions, European MSO has focused on enhancing its omnichannel customer experience capabilities. However, legacy systems and siloed platforms created challenges in scaling services and launching new offerings quickly.

To remain competitive, European MSO adopted a cloud-first strategy aligned with its modernization and operational efficiency goals. This initiative was designed to deliver a unified, agile, and future-ready customer experience ecosystem.

To address challenges associated with the remote management and monitoring of in-field STBs, Tata Elxsi's iCX was leveraged as a comprehensive solution that enables end-to-end device visibility and control. iCX supports real-time telemetry, proactive health monitoring, remote diagnostics, and log collection, helping operators rapidly identify root causes, reduce operational overhead, improve service reliability, and enhance the overall customer experience.

Solution

The iCX solution was deployed using AWS-native services and architected as containerized microservices on Amazon EKS. The platform leverages Amazon Application Load Balancer (ALB), Amazon Kinesis Data Streams, Amazon S3, and AWS Lambda to deliver secure, scalable, and efficient remote monitoring and management of set-top boxes (STBs). Backed by a comprehensive ecosystem of AWS-managed services, the solution provides high availability, scalability, and operational excellence.

Amazon EKS serves as the container orchestration layer, managing the deployment, scaling, and operation of containerized services across the iCX platform. This enables streamlined application management and supports the platform's scalability requirements.

Amazon S3 acts as the centralized repository for telemetry data and events generated by customer premises equipment (CPEs). This centralized storage layer enables efficient downstream processing and analytics while supporting large-scale data management.

Amazon Kinesis Data Streams powers the iCX telemetry pipeline, enabling near real-time ingestion of high-volume device telemetry. This ensures a continuous, low-latency flow of operational data that supports effective monitoring and management of field-deployed devices.

AWS Lambda provides serverless, event-driven processing capabilities within the iCX platform, enabling real-time data validation, filtering, and execution of business logic at scale. This allows the platform to process telemetry data efficiently while maintaining operational agility and responsiveness.

Impact

The AWS-enabled iCX platform delivered significant business value across operational, customer, and technology dimensions. Cloud-native deployment and automation on AWS minimized infrastructure overhead, manual intervention, and maintenance costs, helping reduce overall operational expenses.

The modular iCX architecture enabled the rapid rollout of new features and digital services, improving business agility and accelerating service delivery.

Unified omnichannel journeys facilitated faster issue resolution and more consistent customer interactions, driving higher customer satisfaction and retention. Additionally, streamlined workflows and reduced system silos improved team productivity and simplified customer experience operations.

Built on AWS, the solution also enabled elastic scalability to handle peak demand while supporting continuous innovation through a scalable and future-ready customer experience platform.

Services Rendered

• Remote Monitoring and Management of CPEs
• ​Cloud Native Engineering
• Cloud DevOps Services