Communications Media and Entertainment
Customer care and retention, faster time-to-market, revenue erosion and disparate systems and lack of One-Customer approach due to service silos are the key challenges faced by Communications Service Providers (CSPs). In addition, companies need to address commoditization of traditional services and competition from cable operators.
The Infosys Advantage
We have rich experience in Siebel, Clarify, SAP CRM, SFDC and Oracle CRM. Our focused group of knowledge leaders in telecom provide CRM solutions for CSPs by leveraging application development, maintenance, re-engineering, testing and consulting in telecom CRM.
Challenges
The key thrust areas of CSPs are:
- Focus on new sources of revenue such as broadband and enterprise services
- Complex pricing models and the ability to offer innovative bundled services
- Increase channel efficiency especially for call center and partner channels
- Focus on customer retention and churn to reward loyal customers and increase stickiness
- Product rationalization and movement to a common enterprise product catalog
- Increase campaign effectiveness through targeted campaigns
- Effective use of commerce for customers looking at cutting costs
Infosys' Solutions
Our Infosys Communications Lab offers a pre-integrated suite of offerings to leverage Oracle's comprehensive offerings for the telecom industry. The solution offers proactive response to real-life business challenges faced by CSPs. It is designed to adapt quickly to ever-changing industry trends.
A state-of-the-art lab associated with the solution can incubate complex solution concepts, model solutions to specific customer problems, showcase industry trends, customer agility and speed in deploying real-life scenarios.
Our Telecom Order Management Solution (TOMS) helps CSPs improve efficiencies in order management and increase revenues driven by changing customer needs. It incorporates business processes in order capture, integration and automation of telecommunication processes.
Our E2E BOSS Framework enables rapid rollout of wholesale products, Intelligent Order Routing and Order Fallout Management. Wholesale service providers can accelerate the transformation by delivering 'ready-to-go' products to retail CSP partners (or their retail front-ends) that can be quickly rebranded, marketed and sold.
The E2E BOSS Catalyst Project developed a framework to enable wholesalers launch their products faster in the retail market. A Proof-of-Concept (PoC) project to support mass-market services realized several benefits:
- Reduced time to launch by 41%
- Realized revenue of US$ 18 million 5 months in advance
- Reduced the average handling time of fallouts by 21% and improved productivity by 29%
Our iBillCare Business Platform Solution equips Communication Service Providers (CSPs) to focus on their core competencies with integrated suite of applications, addressing their customer care and billing functions.