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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.