Infosys Care Solution
Gartner recommends integration of customer-centric Web strategies into everyday business operations, without which organizations will lose out to competitors that have them. Gartner also expects organizations to have multimodal communication deployed, integrating the Short Message Service (SMS) channel with a Web-based, self-service channel for mobile device services by 2012.
Infosys Care addresses all the above recommendations.
Infosys Care solution enables Communication Service Providers (CSPs) to improve customer satisfaction while reducing costs through operational excellence. The solution offers end-to-end customer care improvement components with plug and play architecture. It offers theme based solutions which can address client’s specific pain points. Following are the themes provided as part of Infosys Care:
- Self-care encouragement
- Operational Excellence
- Value insights
| Customer churn due to poor customer service |
- Multi-channel customer touch points and integration
- Seamless context passing
- Structured Knowledge Management for self-care
- Customer value management
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- Increased self-service and collaboration
- Proactive alerts and notification
- Better first call resolution
- Incentivize self-care
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| High cost of operation |
- Integrated agent desktop with automated workflow
- Structured Knowledge Management to aid agent
- Increased collaboration between Tier 1 and SME
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- Reduced Average Handling Time (AHT)
- Increased First Call Resolution (FCR)
- Increased agent productivity and better utilization
- Agent's training cost reduced
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| Lack of value insights |
- Measure a customer's lifetime value to drive service provider's investments
- Move from "transactional" interactions to meaningful, relevant dialogues
- Enable customer communities and engage in ongoing dialogue with customers
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- Reduce churn
- Leverage customer's relationship with service provider and provide value insight
- Better view of customer behavior in different segments
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