Scenario-Based Customer Service (SBCS)
Infosys' SBCS solution enables Communication Service Providers (CSPs) to provide better customer service at a lower cost through a framework for process, technology and organizational change.
Infosys' SBCS solution integrates operational service knowledge into key systems and processes. It empowers customer service agents with diagnostics and recommends resolutions at the point of customer contact, enabling them to act on problems and resolve them rapidly.
Our proprietary model-based approach creates a blueprint of the service, using customer, service and network elements. Service providers can automate the resolution of similar problems, thereby reducing service incidents and increasing the efficiency of the customer service organization.
Infosys' SBCS solution creates a "learning" customer service organization which continually updates and refreshes product-specific knowledge for service problem diagnosis and resolution.