Service Experience (BPO) Platform by Infosys

Industrial and complex original equipment manufacturers (OEMs) see great market potential and growth in the post installation/ commissioning services space. However, there are numerous challenges that OEMs face in scaling up the service business. Most of them believe that field service optimization is core to improving their competitive positions. Disjointed business processes represent the most formidable challenge to succeed in field service optimization, with many best-in-class enterprises seeing this as a key obstacle.

 

The Service Experience Platform offering is a comprehensive and innovative offering that provides end-to-end solution for the services business. The process scope starts from the identification of the issue at the point of service to the closure of the service call either through the generation of the invoice (for non-planned Work) or with the closure of the service request upon confirmation received via signature capture (for planned work). 

With just few easy clicks on the handheld, the field technicians can actually process their transaction. This eventually helps reduce the overall time and effort involved in the complete process till customer invoice.

 

The offering is built using Oracle Siebel CRM Open UI that helps deploy mobility screens per client requirements as well as seamless integration with ERP and Product Lifecycle Management (PLM) systems through Oracle Fusion Middleware based integrations. The solution stack comprises of:

  • Oracle Siebel CRM – Siebel Contact Center and Service, Oracle Real-Time Scheduler (ORS), Siebel Open UI
  • Tech and Infra - SOA Suite, AIA Foundation Pack

Solution offered on an application-as-a-service model i.e. Infosys managed bundled services comprising Oracle application software licenses, Oracle implementation services, application and database instance infrastructure hosting, infrastructure services, Oracle maintenance and upgrade services – all delivered on the cloud. Solution is available on the cloud ensures that there is zero upfront capital investment required from the client.

The solution pricing is Opex based on a pay per use model with fixed equal monthly installments – this helps customers reduce / avoid a huge upfront capital expenditure to get the deployment up and running.

 

For more details about Infosys Service Experience BPO solution, contact Somnath_Majumdar@infosys.com

For more details about Oracle BPO (BPS) offerings and licensing, contact richard.lefebvre@oracle.com

 

 

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