Idea Cellular partners with Adobe to enhance customer experience

Mumbai, May 4 (IANS) Global software major Adobe and Aditya Birla Group-promoted Idea Cellular announced on Thursday a partnership under which Adobe Experience Cloud will empower the telecom giant to deliver personalised customer experiences to its subscribers.

Announcing the alliance at Symposium 2017 — conference for customer experience and business transformation — here, Adobe said the partnership entails deployment of Adobe Experience Cloud solutions, including Adobe Analytics Cloud, Adobe Advertising Cloud and Adobe Marketing Cloud.

"We are confident that Adobe Experience Cloud capabilities will help Idea Cellular increase revenues through online channels, reduce customer acquisition costs, improve cross-sell and up-sell opportunities and deliver the best customer experience in the Indian telecom industry," Kulmeet Bawa, Adobe’s Managing Director, South Asia, told reporters here.

Powered by Adobe Sensei’s Artificial Intelligence (AI) capabilities, the solutions will help Idea Cellular automate aspects of its customer care and introduce advanced digital self-service options, reducing call centre traffic and saving on operational costs.

"With our focus on growing Digital Idea, we are confident that the alliance will help us inch closer to our company’s digital transformation charter by delivering customised experiences and augment our growth strategy through enhanced customer retention as well as revenue generation," added Himanshu Kapania, Managing Director, Idea Cellular Ltd.

Idea Cellular is India’s third largest mobile operator with nearly 200 million subscribers.