Customer Service Integration and Consolidation
Infosys' Customer Service Integration and Consolidation solution provides a cost-effective and low-risk approach to extract the business value of a Merger & Acquisition (M&A). It consolidates the customer service operations in a phased manner and improves operational effectiveness and productivity.
| Challenge |
Solution |
Benefits |
| Post-M&A, the business runs as different operations with isolated business applications |
Creation of a Unified Agent Desktop (UAD) followed by phased and selective consolidation by agent groups |
Reduced cost, risk and duration of systems integration while improving customer service |
| Savings and synergies are not achieved |
Architecture for integration of systems from future M&As (service-oriented) |
Optimized agent desktop for improved agent performance and morale |
| High risk, change and costs associated with back-end system integration |
Three-stage CIS/CRM consolidation delivering incremental value with an increasing level of integration |
Improved operational effectiveness and productivity of employees combine with the synergies of business operations |
The Infosys Advantage
- Selective use of high-use functions for rapid return on investment followed by complete consolidation
- Achieves IT operational consolidation as well as business process consolidation
- A choice of size of investment, time, risk and value to choose from
A unified agent desktop consolidates UI (User Interface) to achieve operational and process consolidation.
CIS/CRM consolidation provides a three-stage approach that offers incremental value with an increasing level of integration, a key driver in post-merger integration.
