TCS accelerates stc's digital transformation with Unified Streaming HUB for real-time intelligence

Tata Consultancy Services (TCS) is a digital transformation and technology partner of choice for industry-leading organizations worldwide. Since its inception in 1968, TCS has upheld the highest standards of innovation, engineering excellence and customer service. TCS generated consolidated revenues of over US $30 billion in the fiscal year ended March 31, 2025.

Key Highlights

• First-of-its-kind cloud data management solution delivering real-time observability and automation across 150+ servers and billions of events.
• Outstanding business impact: $4M annual OPEX savings, 40% reduction in operational effort, and 15% improvement in SLA compliance.
• Innovation at scale: Combining Kafka with open-source tools (Grafana, Prometheus, Elasticsearch) to create a secure, scalable, and license-free platform for STC's 500+ operators.

Customer Overview

Saudi Telecom Company (STC) is a leading digital enabler in the Middle East, serving millions of customers across 11 countries with mobile, landline, internet, and TV services. With 174 million customers and billions of daily data events, STC needed a robust, scalable solution to manage real-time data and ensure superior customer experience.

Business Challenge

STC faced significant operational challenges in managing its complex Kafka environment:

• Fragmented infrastructure spanning 3+ clusters, 150+ servers, and 5,000+ partitions.
• No centralized observability, requiring 24/7 manual monitoring.
• Limited visibility into 1,500+ business services and order transitions.
• Handling ~12 billion events was error-prone, impacting SLA compliance and customer satisfaction. The lack of real-time insights and automation led to inefficiencies, higher operational costs, and increased risk of service disruptions.

TCS Solution: Unified Streaming Intelligence HUB

In April 2024, TCS partnered with STC to design and deploy a first-of-its-kind cloud data management solution - the Unified Streaming Intelligence HUB. Launched in July 2024, this innovative platform delivers real-time observability, automation, and scalability without additional licensing or infrastructure costs.

Key Features:

• Integrated Architecture: Combined Kafka clusters with open-source tools (Grafana, Prometheus, Elasticsearch) for a unified monitoring ecosystem.
• 360° Visibility: Real-time dashboards tracking 300+ metrics across 150+ servers.
• Smart Alerts & Automation: Proactive anomaly detection with <5-minute alert latency and automated remediation.
• High Data Quality: Built-in cleansing, validation, and enrichment for reliable insights.
• Scalability & Security: Designed to handle billions of events while meeting GDPR and EU AI Act compliance.

Innovation & Differentiation

Unlike generic off-the-shelf tools, TCS's HUB addressed telecom-specific needs by:

• Achieving 100% real-time coverage of Kafka metrics-far beyond Confluent's standard interface.
• Delivering custom dashboards and exporters for client-specific metrics.
• Enabling predictive insights through unified data streams, paving the way for AI/ML and LLM integration.

This solution sets a new benchmark for cloud observability in the region, offering deep customization and zero additional licensing costs.

Business Benefits Delivered

The HUB delivered measurable impact for STC:

• $4M annual OPEX savings through automation and efficiency gains.
• 40% reduction in operational effort/time, freeing resources for strategic initiatives.
• 15% improvement in SLA compliance, enhancing customer experience.
• 99.9% system uptime across Kafka clusters, reducing downtime risk.
• 80% reduction in Mean Time to Detect (MTTD) issues, enabling faster resolution.

Beyond operational improvements, the solution empowers STC's 500+ customer service operators with real-time insights, improving responsiveness and satisfaction metrics.

Future Impact & Scalability

Designed for growth, the HUB is expected to scale as STC doubles backend services in the coming year. Its modular architecture allows deployment across sectors like banking, healthcare, and manufacturing, creating new revenue streams and reinforcing TCS's leadership in cloud innovation.

Strategic Roadmap:

• Self-service dashboards for end-users.
• AI/ML integration for predictive analytics.
• Auto-healing mechanisms for service resilience.
• Advanced alerting and log correlation via ELK stack.

Conclusion

The Unified Streaming Intelligence HUB exemplifies TCS's commitment to innovation, delivering a secure, scalable, and cost-effective cloud solution that transforms data into actionable insights. By addressing STC's unique challenges and setting new industry standards, this collaboration demonstrates how cloud-driven intelligence can redefine operational excellence and customer experience.