Streamlining Digital Transformation for a Tier 1 Telecom Provider with API- Led Integration

Introduction

As one of the world’s leading Tier 1 telecommunications companies, the provider faced significant challenges in managing customer interactions. With a rapidly evolving digital landscape, their legacy point-to-point (P2P) integration systems were inefficient, leading to longer customer wait times, inconsistent experiences, and reduced operational effectiveness. To enhance their customer experience and modernize their digital operations, they partnered with Verveba to implement a unified, API-driven integration strategy.

Challenge

Overhauling the integration strategy to improve customer experience.
The Tier 1 telecom provider’s reliance on P2P integrations across over 50 separate systems made it difficult for service agents to quickly access customer data. This resulted in prolonged wait times and dissatisfaction, as agents were forced to switch between multiple systems during a single interaction. The lack of a unified platform also limited their ability to manage the sales process effectively and offer relevant products and services to customers.

Solution:

Verveba led the digital transformation with an API-led integration approach. The Tier 1 telecom provider deployed Salesforce Customer 360, powered by Verveba’s API solutions, to seamlessly integrate Salesforce with their legacy systems. Verveba developed more than 50 APIs to consolidate data from multiple systems, enabling service agents to access all customer information from a single platform, improving efficiency and accuracy.

Verveba ensured compliance with the TMF Open API specification, future-proofing the telecom provider’s systems and allowing for seamless integration with new technologies as the business grows. This enhanced the provider’s ability to manage essential services like logging, event notifications, and reporting, creating a more efficient and streamlined process.

Results/Achievements

The collaboration with Verveba resulted in remarkable improvements, streamlining customer interactions and significantly reducing operational inefficiencies. Verveba’s API-led connectivity saved the Tier 1 telecom provider over 2 million work hours annually, with service agents accessing data 30 minutes faster each day. The time-to-market for new products was reduced from one year to just six weeks, thanks to the reuse of newly developed APIs.

In addition to accelerating product launches, Verveba enhanced the overall customer experience by drastically reducing wait times and simplifying data access. The telecom provider implemented more than 30 reusable APIs, with a 75% reuse rate, enabling rapid product development and improved data management.

Testimonial

“Verveba has drastically reduced the time our teams spend on administrative tasks. With over 2 million work hours saved annually, we can now focus on delivering an exceptional customer experience.”
— Principal Solution Engineer at the Tier 1 telecom provider

Fiber Construction for a Very Prominent Subdivision in DFW Area

Placing 6100’ of 3” INNERDUCT, Placing 4666’ of 2” INNERDUCT,
Placing 600’ of 4” INNERDUCT, Placing 4254’ of 1.25” INNERDUCT.

Relocate a Data Center for a large OEM

Task for relocation for the physical infrastructure, setting up Project management guidelines for the migration.IT infrastructure
includes hardware installation, migrations and break-fix, smart/remote hands.

Get in touch





    Scroll to Top

    Bassam Nemri

    CTO

    Bassam has been serving as CTO for Verveba Telecom since 2018. He is an Engineering graduate from Jordan University of Science and Technology and was the founder and CEO for (MIS) Mobility Integration Services. Prior to that, he worked with Ericsson and Mycom for over 15 years.

    Jagjit Dhillon

    Practice Head RAN

    Global Telecom experience of over 20 years. Lead & Managed Delivery on multiple projects In North America, Europe, Caribbean & Asia. Managed diverse engineering work force on Optimization projects for major Telecom Operators around the world for Coverage & Capacity, Data Optimization on VoLTE, LTE, UMTS projects. Experience as a Telecom professional Delivering Strategy, Solutions, Services, Business development, and demonstrated Project Management skills, and contributed as key member for Product development team. Worked for top telecom firms including Ericsson, Motorola, Nortel & T-Mobile. Strong working knowledge on Ericsson & Nokia/ALU UTRAN activity, managed LTE/UMTS launch projects & developed MOP’s and process to improve efficiencies in the project.

    Riya Patil

    Product Strategy & Planning

    With an MS in Electrical Engineering from the University of North Texas, Riya is passionate about leveraging technology to solve complex problems and drive innovation. Currently working as a PM for Product and Innovation, Riya leads projects from conception to execution.

    Antonio Madero

    Country Manager Mexico

    Responsible for sales and business development in Mexico and Latin America. He has wide experience leading multiple projects, overcoming customer expectations. Antonio is an Industrial and Organizational Systems Engineer with more than 10 years of Telecom Industry experience. Among his main goals and responsibilities are to achieve long-term commercial alliances, establish win-win strategies with customers, assure the quality of the product/services provided and deliver profit results to upper management.

    Nik Pappas

    Direct of Sales

    Nik joined Verveba Telecom in 2018 and has been responsible to managing Sales and Business Development for the company. He is based in Chicago and manages Tier 1 relationships across the region.

    Ninad Kadam

    Country Manager India

    Holds an MBA degree from the University of Oregon and has done his engineering from Mumbai University. He has over 15 years of experience in the IT industry developing software solutions for telecom, healthcare, and financial domains. He also had an entrepreneurship stint in the fields of gaming and sports-analytics. His current responsibilities include heading India operations to support global programs.

    Rosie Luna

    Director HR

    An HR Leader with over 20 years of experience, Rosie’s expertise spans talent acquisition, employee engagement, performance management, compliance and payroll management across all states. She ensures that the human resources and payroll function aligns with business while maintaining shared company values and managing employees at all levels of an organization.

    Syed Zubair Hasan

    Practice Head – RAN Optimization & Fiber

    Manages the In-Building Solutions department at Verveba Telecom. He holds a Masters degree from University of Texas at Dallas. He has extensive experience in DAS Optimization, Wi-Fi and Small Cells deployments. Syed has previously worked on EF&I for Macro Network Rollouts.

    Crystal Nelson

    EFI Operations Director

    Currently serves Verveba as EFI Operations Director and brings over 20+ years of operational and deep P&L financial systems experience. Crystal’s ability to create and understand client systems and tools has created stronger working relationships and directly affect DSO movements to the organization. Crystals experience within publicly traded companies and knowledge of Sarbanes Oxley key controls makes he in invaluable asset. Prior to 15 years in Telecom, Crystal worked in several different roles withing the banking industry including up to fraud.

    Navjot Singh

    Sales & Business Dev

    An MBA with over 20 years of excellence in Sales and Marketing across various industries such as Technology, Banking, and Retail. Navjot manages wireless and broadband accounts for Tier 1 Operators across US. He has previously worked with large conglomerates like GE and HSBC Bank Ltd and has been responsible for managing large distribution networks and launch new products. He is also a co-author of the best-selling book Product takeoff and has served as a Shepherd and Judge for one of the Top MBA programs globally.

    Rajesh Kapoor

    VP Cloud and Blockchain

    Over 20+ years of experience in consulting, technology evangelism, enterprise solution architecture, presales, and program management. Consistent record of achieving competitive wins, building rich transformation pipelines, multiplying revenue for cloud services/on-premises technologies, leading seamless transitions within multi-vendor environments, and providing Continual Service Improvements (CSI). Fluency in aligning all transformations to key business initiatives such as improving uptime, optimizing operations, and reducing costs.

    Mauricio Villalon

    SVP Delivery

    Brings over 35 years’ experience in operational management and Business development. Mauricio has served as Verveba SVP of delivery since January of 2017. Previously Mauricio has served multiple leaderships roles as VP of Engineering  Spectrum Wireless, VP Operations Quanta Wireless solutions and Multiple Director roles with Flextronics International. During that time Mauricio has managed and delivered networks rollout in EFI, Turnkey delivery and DAS.  Mauricio brings both national and international experience to Verveba.

    Nilesh Katkade

    CFO

    Engineering graduate, has over 30 years of experience in Information Technology and Telecom. He brings IT domain experience in Telecom, Banking and healthcare having previously worked with Deloitte and Verizon. Nilesh is a first generation entrepreneur and has co-founded 2 other companies in IT services and products.

    Manik Arora

    CEO

    Manik holds an MBA degree with majors in Finance and Marketing and an undergraduate engineering degree in telecom. He has over 30 years of global telecom industry experience having worked in North America, Middle East, Europe and India. His prior positions include profit center head, product management, customer relationships.