Features & Opinions

IDC Insights - Infosys Major Players for Utilities Customer Operations

Utilities Customer Operations Space

Starting from a relatively small customer base, Infosys has posted strong growth in the utility industry over the past few years. The company now has consultancy and integration capabilities across most of the value chain. Historically, however, Infosys' core capabilities are in customer management and analytics, customer and enterprise wide data management, and field force management. It also has solutions for energy management, mobility, digital, and social business.

Specifically in the customer operations domain, Infosys' business consulting capabilities extend across customer services, metering, billing, and device management. Core IT consulting and integration expertise are in customer service transformation, CIS assessment, replacement, and modernization featuring both Oracle CC&B and SAP-ISU, including pre-configured solutions for the midmarket. The company has large IT outsourcing and managed service contracts in the U.S. and Europe, and it has also introduced a business services portfolio for the full breadth of customer operations including contact and complaint management, billing, metering, infrastructure management, and testing, with embedded innovation elements.

Infosys has a growing suite of IP-based solution offerings relevant to utilities customer operations focusing on areas such as customer experience (including packaged self-service solutions — for example, Customer Self-Service Energy Manager), smart metering (e.g., Meter Data Management Appliance and SmartMeterEdge), mobility, and analytics (e.g., Infosys Information Platform or IIP). The company creates, hosts, and operates these IP platforms, which are offered to clients on an outcome/subscription-based pricing model and through a cloud delivery option.

Infosys has invested strongly in cloud, mobility, and analytics in recent months and plans to further consolidate its footprint in this area. With engagements involving 3rd Platform technologies projected to increase significantly in 2015 and beyond, it will eventually initiate a full-fledged PaaS model for customer services, integrating Big Data/analytics, cloud, mobility, and social offerings.

IDC has mentioned the following strengths in their report:

  • Infosys is a trusted transformation and outsourcing partner for utilities across North America, Europe (particularly the U.K.), and Asia/Pacific. The company has deep expertise in utilities and a full lineup of services for customer operations, including a suite of business services and platforms for social business, mobility, and analytics.
  • Infosys' effective engagement model means the company has a credible delivery record, good client relationships, recognition for value, and the ability to expand its share of clients' wallets. Moreover, it has the ability to co-innovate and commercialize solutions with their clients.

SOURCE: IDC MarketScape: Global Professional Services Firms for Utilities Customer Operations 2015 Vendor Assessment, by Roberta Bigliani, Jean-François Segalotto, and Gaia Gallotti, 2015, IDC #EISC02X

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the circles. Vendor year-over-year growth rate relative to the given market is indicated by a plus, neutral or minus next to the vendor name.

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