National fixed line operator Sri Lanka Telecom (SLT) is teaming up with digital technology, digital engineering and IT outsourcing services provider Virtusa to improve its ability to deliver digital services to its customers and cut costs by further automating its backend services. The two firms have signed a memorandum of understanding (MoU) under which they will jointly collaborate on various digital initiatives designed to ‘transform customer experience and revamp service offerings whilst also optimising costs for the company, improving efficiencies, and automating backend services’. It is understood that initially Virtusa will focus on developing a number of the telco’s existing services, including the SLT Self Care App, web portal, omnichannel access by customers, as well as enhancements to the telco’s SLT Contact Centre.
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