9 Ay
From business concept to commercial launch
Case Study
Videotron’s Transformation Journey with Etiya’s AI Driven Cloud Native Digital Business Platform
Videotron x Etiya
OCTOBER 18, 2020
Quebec-based Videotron began an ambitious plan in 2018 to transform itself into a digital-based company, moving from a complex legacy, multi-system operating environment to an agile, open, standards-based architecture. Videotron chose Etiya as the main partner for this transformation journey and selected Etiya Digital BSS as its core platform. The transformation began with Fizz, an independent all-digital mobile brand, and continued with the launch of Helix in August 2019. Helix is a multi-device TV and Internet platform service that replaces Videotron’s legacy TV and Internet service.
Videotron Case Study
See how Etiya accelerated Videotron's cloud-native transformation and enabled Videotron to launch Helix successfully.
190,000+
Revenue-generating users in Quebec within 8 months
NPS
Top-notch scores maintained throughout the transformation
Company Overview
Videotron (https://videotron.com/en) is a Quebec-based integrated communications company engaged in cable television, interactive multimedia development, Internet access, cable telephone, and mobile telephone services for the Quebec market. Videotron is a leader in new technologies with its Helix home entertainment and management platform and its Club illico over-the-top video service. Videotron is also the Quebec leader in high-speed Internet access.
Number of Employees
1000+
Country
Canada
Industry
Telecommunications
Finding a New Way to Innovate without Risking Industry-Leading NPS
To compete with a next-generation, multi-device TV and Internet platform, Videotron needed a business model that could overcome the limitations of its legacy, multi-system environment. The company aimed to establish an agile, fully digital operating model that would support its digital transformation goals while delivering a consistently high standard of customer experience.
- Adopt an agile, open, standards-based architecture built on AI, cloud-first principles, and Open APIs.
- Deliver a fully digital customer journey where consumers could buy, activate, and change services without CSR intervention.
- Move away from legacy business rules and force-fitting new services onto old systems.
- Achieve the transformation without compromising Videotron's top-tier NPS scores.
Key Improvements and Capabilities
Videotron implemented Etiya's Digital BSS platform as the foundation for Helix, a multi-device TV and Internet platform. The solution combined Etiya's Digital Business Platform, Open APIs aligned to TM Forum standards, and AI-driven capabilities to create a flexible foundation for rapid, digital-first innovation.
Open API architecture aligned to TM Forum standards, connecting Helix to 50+ Videotron IT systems.
Fully digital customer journey, letting consumers buy and manage services online, without CSR intervention.
AI-driven voice search & data analytics capabilities that continuously learn to surface content across TV and streaming sources.
A fully digital, cloud-native platform built on Etiya Digital BSS and running on AWS
“Looking back on this journey, I think that Videotron made the right choice by taking the bull by the horns and implementing a new BSS platform. Pursuing the standards and Open API route positions Videotron for the future.”
Michel Boudrias
General Manager of Architecture and Planning, Videotron
A New Standard for Digital Transformation in Telecom
This successful project showed that a bold, ground-up digital transformation can outperform incremental legacy modification, both in speed and in results. By taking Helix from a blank page to full implementation in just 9 months, the partnership demonstrated that open standards, Open APIs, and the cloud can deliver rapid time-to-value without compromising the customer experience that sets Videotron apart.
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