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Overview

Drawing on our extensive background with SAP Customer Experience technologies, Infosys offers a wide spectrum of offerings and capabilities in the CX space. Our solutions enable businesses to create seamless, unified interactions across all customer touchpoints.

Infosys Innov8, in partnership with SAP, drives rapid digital transformation and enhances customer experiences, enabling businesses to become truly intelligent enterprises. Our extensive experience in implementing SAP Customer Experience (CX) cloud solutions has resulted in successful end-to-end digital implementations across various domains, including sales, marketing, service, e-commerce, and customer data cloud systems. Leveraging advanced SAP CX tools, we help organizations boost customer satisfaction, streamline operations, and achieve sustainable growth.

Future-proof your business to meet the ever-evolving customer expectations with Infosys SAP CX offerings

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The future of business demands agility, connectivity, and insights. SAP offers intelligent CX solutions that support end-to-end processes across sales, service, marketing and commerce areas.

Infosys CX services offers comprehensive industry specific service offerings from package evaluation and strategy to implementation and support, helping businesses stay ahead throughout the customer journey.

  • SAP Sales Cloud: Empowers sales teams to deliver customer-centric engagements, maximizing revenue and loyalty. Sales Cloud's embedded intelligence streamlines critical selling processes, building lasting customer relationships. Its Gen AI capabilities boost engagement, accelerate sales processes, and enhance team productivity.
  • SAP Service Cloud: Revolutionizes customer service experience by creating meaningful connections throughout the customer journey. It leverages intelligent systems to accelerate issue resolution and boost efficiency through AI-driven insights, recommendations, and automation. This streamlined approach enables businesses to deliver superior customer experiences.
  • SAP Marketing Cloud/Emarsys Customer Engagement: A powerful platform that personalizes marketing campaigns across email, SMS, social media, and more. It enables marketers to create real-time, one-to-one interactions, nurturing customer relationships and increasing lifetime value. Built-in intelligence and analytics drive data-driven decisions, yielding measurable business results.

  • SAP Customer Data Platform (SAP CDP): Enhances customer engagement, conversion, and retention. It delivers relevant, personalized interactions, CDP provides real-time insights across the enterprise and delivers winning engagements, drive growth and boosts revenue.

    SAP CDP transforms unknown users into known, loyal customers using a full suite of identity management solutions. It offers Customer Identity and Access Management for B2B and B2C interactions, while ensuring data privacy governance through Enterprise Consent and Preference Management.

  • SAP Commerce Cloud: A trusted B2B and B2C platform that delivers customer-grade buying experiences, delighting customers with consumer-level interactions.

Sub Offerings

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Challenges & Solutions

Sales drives business success. SAP Sales Cloud, implemented by Infosys, equips sales teams with essential content, tools, and predictive recommendations. This solution enables teams to Sell More, Act Faster, and Be Relevant, powered by built-in AI and data insights to enhance performance.

Infosys facilitates seamless integration of the complete sales automation ecosystem, including:

  • CPQ (Configure, Price, Quote) tools
  • Commissions
  • Master Data Management
  • Commerce Cloud
  • Marketing Automation
  • Partner Management tools

Effective sales force motivation is crucial, with incentive and commission management playing a key role. As compensation rules grow increasingly complex, Infosys Sales Performance Management service by SAP reimagines this vital process. Our comprehensive solution:

  • ‘Reward’ sales team by creating sales compensation programs
  • ‘Automate’ to eliminate manual processes, and
  • Grow’ by building scalable processes

Service is the cornerstone of customer experience and a crucial differentiator. Modern service solutions must support multiple channels for ticket creation, including:

  • Self-service portals
  • Chatbots
  • QR code scanning
  • Automatic IoT-based triggers

For field service agents, mobility, insights, and on-the-job collaboration are essential. Infosys SAP Service Cloud solution elevates customer service through:

  • Omni-channel experiences
  • AI-powered customer engagement
  • Intelligent predictive service
  • Seamless field service

This comprehensive approach delivers effortless, exceptional experiences across your entire service organization—from service agents and field agents to service managers.

Today's digital consumers are demanding, driving global conversations and significantly influencing brand image and bottom line.

Infosys' end-to-end marketing service, powered by SAP Marketing Cloud and SAP Emarsys, builds deeper customer relationships through:

  • Personalized messaging across multiple channels (social, text, mobile, email, etc.)
  • Tailored communication for both B2B partners and B2C customers

Infosys' SAP CX practice collaborates with WONGDOODY, our award-winning digital creative agency, to deliver exceptional customer experiences at every marketing touchpoint. We guide brands through digital transformation by developing comprehensive digital experience ecosystems, offering:

  • Strategy development
  • Design services
  • User experience optimization
  • Technology development

This integrated approach engages customers throughout their decision-making and purchasing journey.

In today's increasingly digital world, customers demand seamless experiences across all devices and channels. Infosys' Commerce Cloud offering, powered by SAP, meets these expectations by providing:

  • A modern commerce cloud platform
  • Efficient product information propagation
  • Omni-channel experience enablement
  • Consistent and superior customer experiences across all touchpoints

This solution helps businesses adapt to evolving customer demands in the digital landscape.

In today's competitive landscape, organizations that rapidly adapt to customer feedback thrive. Infosys' solution, combining SAP CX and Qualtrics, creates a culture of active listening and response. This powerful integration:

  • Unifies customer data, machine learning, and microservices technology
  • Powers real-time customer experiences across sales, service, marketing, and commerce
  • Extends beyond traditional boundaries

We partner with clients to implement, design and run experience management programs that elevate customer interactions.

In today's global business landscape, multi-country, multi-brand, and omni-channel presence is becoming standard. To stay competitive, companies need resilient, lightweight, and high-performance systems.

Infosys' Commerce Cloud offering, powered by SAP Product Enhancement, addresses these needs with a multi-country, multi-channel solution featuring:

  • ONE-catalog concept
  • Unified index
  • Centralized synchronization and view

Key benefits include:

  • Faster time-to-market
  • Elimination of multiple catalog maintenance across countries, brands, or channels
  • Easier maintenance
  • Reduced performance risks
  • Lower operational costs

This solution enhances customer experience while streamlining operations for global businesses.