Vendor Analysis
published on Dec 18, 2013
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.
