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Infosys BPO - Multi-channel CMS: Delivering Digital Customer Experience

Vendor Analysis

by Ivan Kotzev

published on Mar 06, 2017

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Report Overview:

This NelsonHall vendor assessment analyzes Infosys BPO's offerings and capabilities in Multi-Channel CMS.

Who is this Report for:

The report provides a comprehensive and objective analysis of Infosys BPO’s CMS multi-channel offerings and capabilities, and market and financial strengths, including: 

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS 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 BPO’s CMS multi-channel offerings and capabilities, and market and financial strengths, including: 

  • Identification of the company’s strategy, emphasis, and new developments 
  • Analysis of the company’s strengths, challenges, 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
  • 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:

Infosys BPO is a subsidiary of Infosys Limited, a publicly held company headquartered in Bangalore, India. 

Infosys BPO was established in 2002 and offers customer management services alongside F&A services, legal processing, HRO, digital media services, knowledge services (KPO), sourcing and procurement services, and sales and fulfillment.  

Infosys BPO has ~35k employees, of whom ~4.5k are CMS FTEs working in 18 centers in nine countries, and supporting over 30 languages.  

Infosys BPO has ~50 CMS clients.

Through its CMS and digital marketing units, Infosys BPO manages the  online journeys of customers, providing digital consulting, content management, e-commerce platform implementation, marketing services, analytics, and support.  

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Delivery Capability
  • Platforms and Intellectual Property
  • Commercial Model
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Strengths
  • Challenges
  • Outlook

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