InfoVision, in collaboration with a leading wireless carrier provider in the USA, revamped Assisted Applications by migrating to the North Star Architecture (NSA). This innovation addressed long-standing production issues, introduced multilingual capabilities, and boosted system performance.

Strategic and long-term value

This project was more than just an upgrade – it was a strategic shift toward a scalable, future-proof system that enhances both customer experience and business agility.

Project highlights

• Seamless NSA migration: Enhanced scalability, speed, and reliability across multiple customer-facing channels.
• Customer-centric multilingual support: Introduced Spanish language capabilities to enhance accessibility and engagement.
• Resolution of long-standing production issues: Optimized workflows and eliminated system inefficiencies.
• Integration of new plans & perks: Enabled a faster rollout of competitive telecom offerings.
• Cost efficiency & performance gains: Optimized resource utilization, reducing operational costs by 50%.
• Future-ready infrastructure: NSA’s modular design supports seamless integration with emerging technologies.

This transformation set the foundation for sustained innovation, operational efficiency, and superior customer experiences.

About the customer

The customer is a leading global telecom provider in the USA, with a vast network presence and a commitment to delivering exceptional services.

Business need

The customer’s Assisted Applications, critical for in-store representatives, faced several challenges:

• Legacy technology: Outdated systems led to inefficiencies and slow processes.
• Production issues: Persistent system faults disrupted daily operations.
• Customer retention challenges: Outdated plans and perks failed to attract new users.
• Language barriers: Limited accessibility for Spanish-speaking customers impacted engagement.

These issues hampered operational efficiency, customer satisfaction, acquisition of new business, and revenue growth.

The Solution

InfoVision delivered a transformative upgrade by migrating Assisted Applications to North Star Architecture (NSA) and implementing key enhancements:

1. Scalable & future-ready NSA migration: Increased system reliability and speed across Retail, Indirect, Telesales, Chatstore and D2D sales channels.
2. Production issue resolution: Eliminated long-standing inefficiencies, enabling seamless customer interactions.
3. Spanish language support for appointment services: Expanded accessibility, improving customer engagement and satisfaction.
4. Optimized performance: Reduced latency and improved system uptime.
5. New plans & perks enablement: Enabled business-driven offers to be launched swiftly.

Tech stack

• Frameworks & languages: Java-17, Spring Boot-18, Python, React 18.2.0, Redux 4.2.1
• Databases: Oracle, Cassandra, POSDB
• Architecture: NSA, Micro Front End (MFE), Microservices
• AI tools: GenAI
• Other tools: JPA, CSS Style Component 6.1.0

ROI and business impact

The project delivered measurable efficiency, cost savings, and customer satisfaction improvements:

• 90% faster response times
• 70% improved system uptime
• 50% boost in customer satisfaction
• 60% increase in Appointment usage
• 10% sales growth
• 50% cost reduction
• Accelerated time-to-market