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Infosys - Multi-Channel CMS

Vendor Analysis

by NelsonHall Analyst

published on Dec 18, 2013

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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.

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