DEBUG: PAGE=domain, TITLE=Digital Transformation,ID=1573,TEMPLATE=subprogram
toggle expanded view
programcode = ITSDIG
programid = 193
database = t
alerts = t
neat = t
vendors = t
forecasting = f
confidence = f
definitions = t

Search within: Digital Transformation:

Access our analyst expertise:

Only NelsonHall clients who are logged in have access to our analysts and advisors for their expert advice and opinion.

To find out more about how NelsonHall's analysts and sourcing advisors can assist you with your strategy and engagements, please contact our sales department here.

Subscribe to blogs & alerts:

manage email alerts using the form below, in order to be notified via email whenever we publish new content:

has Database = t

Contracts Database

for Digital Transformation

Track the pattern of service adoption by monitoring Digital Transformation contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

These documents are available to logged in clients that have purchased access to this program.

has Confidence = f -- IGNORED

Infosys - Multi-Channel CMS

Vendor Analysis

by NelsonHall Analyst

published on Dec 18, 2013

Access to this report is restricted to logged in clients with access. Login to get full access

Report Overview:

Headquartered in Bangalore, Infosys was founded in 1981 in Pune by a group of seven programmers, several of whom were formerly of Patni Computers. Infosys became a public limited company in India in June 1992 and was listed on the NASDAQ in 1999. Following this, it set up development centers in a number of Indian cities, initially to serve the U.S. market.

Who is this Report for:

NelsonHall's multi-channel CMS profile on Infosys is a comprehensive assessment of Infosys' multi-channel CMS offerings for organizations and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of customer management services (CMS) to serve organizations and identifying vendor suitability for CMS RFPs
  • Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector

Scope of this Report:

The report provides a comprehensive and objective analysis of Infosys' multi-channel CMS capabilities, and market and financial strength, including:

  • Identification of the company's strategy, emphasis, and new developments
  • Analysis of the company's strengths, weaknesses, and outlook
  • Revenue estimates
  • Analysis of the profile of the company's customer base including the company's targeting strategy and examples of current contracts
  • Key client case studies
  • Analysis of the company's offerings and key service components
  • Analysis of the company's delivery organization including the location of delivery locations.




Key Findings & Highlights:

eServices 1.0 was launched in 2011. This was Infosys's labeled multi-channel CMS offering which provided basic linking of voice, email, webchat, whitemail, fax and SMS channels. This service did not provide a complete view of a customer's lifecycle, but did allow for agents to deliver multiple channels with a centralized knowledge database.

In February 2013 Infosys launched its AssistEdge platform, which is a multi-channel platform allowing for the unified view of multiple channels. This is sold as a SaaS offering but is also used by Infosys agents.

Infosys currently supports five multi-channel CMS clients, three of which are using unified agents.

Infosys is looking to increase multi-channel CMS capacity within its current centers in India and the Philippines. It is also looking to establish new multi-channel capabilities in the following locations:

  • Costa Rica: in support of the U.S., for voice, webchat and email channels
  • Mexico: in support of the U.S., for voice, webchat and email channels
  • Poland: for multi-lingual services to continental Europe
  • Johannesburg center: within the following six months this will be in support of a U.K. client and will entail delivery of voice and email channels.

Login to get full access:

close