The Field Optimization Suite jointly developed by BT and Infosys Technologies Ltd (NASDAQ: INFY) has won the National Outsourcing Association (NOA) award for Innovative Outsourcing Project of the Year 2007. The NOA Awards recognize and reward innovation and achievement by suppliers, users and integrated teams within the outsourcing industry. BT and Infosys were jointly awarded the industry accolade on October 18, 2007 at the NOA Awards Ceremony in London. Other finalists included Hindustan Computers Limited and Exigent Technologies.
With the complex task of orchestrating a mobile field force of over 28,000 customer service personnel, BT aimed to improve customer service by enhancing productivity through the automation of its field resource management. BT partnered with Infosys in 2004 to jointly invest and co-create the FOS solution, which would allow BT to enhance time-to-market, realize commercialization and synergize the Intellectual Properties and R&D capabilities of both companies.
BT Research and Infosys' SETLabs, the companies' respective Research and Development divisions, worked in collaboration, utilizing their respective intellectual properties. BT provided the core Optimization (iOptT), demand and forecasting engines (iForecastT) and Infosys introduced its J2EE Enterprise Application Framework "Infosys RADIEN". The FOS solution was rolled out at the end of 2006 and is now a fully automated resource management system that uses advanced intelligent algorithms to enhance a company's productivity by accurately forecasting, optimally planning and positioning a large field workforce to adapt to changing demands.
Nader Azarmi, head of the BT's intelligent systems research centre, says, "We are thrilled to have won this award. FOS is pivotal in ensuring BT has the ability to be flexible enough to bring together its capabilities and capacities in innovative new ways to provide excellent customer service and customer experience. The development of FOS is vital as part of the drive to keep BT ahead of the game as a service company, and the success of FOS is a result of close and innovative partnership with Infosys."
The NOA award highlighted the benefits the FOS has delivered to BT's business. BT improved its ability to deliver extraordinary customer service as a result of reduced service times, which has improved customer loyalty through the ability to deal with customer requests rapidly.
Subhash Dhar, Senior Vice President & Head of Communications Service Providers Unit, Infosys Technologies said, "The FOS has been a fantastic success for both BT and Infosys. We are pleased the NOA has recognized this. Infosys is leveraging its IP to deliver competitive advantage to our clients."
BT is one of the world’s leading providers of communications solutions and services operating in 170 countries. Its principal activities include networked IT services; local, national and international telecommunications services; higher-value broadband and internet products and services and converged fixed/mobile products and services. BT consists principally of four lines of business: BT Global Services, Openreach, BT Retail and BT Wholesale.
In the year ended 31 March 2007, BT Group plc’s revenue was £20,223 million with profit before taxation of £2,484 million.
British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York.
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About Infosys Technologies Ltd
Infosys (NASDAQ: INFY) defines, designs and delivers IT-enabled business solutions that help Global 2000 companies win in a Flat World. These solutions focus on providing strategic differentiation and operational superiority to clients. With Infosys, clients are assured of a transparent business partner, world-class processes, speed of execution and the power to stretch their IT budget by leveraging the Global Delivery Model that Infosys pioneered. Infosys has over 80,000 employees in over 40 offices worldwide. Infosys is part of the NASDAQ-100 Index. For more information, visit