Infosys Limited

Infosys Communications Lab offers a pre-integrated suite of solutions that leverage Oracle's comprehensive offerings for the Services industry. These solutions help Communications, Media & Entertainment companies address business challenges and adapt quickly to new industry trends.

Our state-of-the-art laboratory setup can incubate complex solution concepts, model solutions to address specific customer problems, showcase industry trends and enable customer agility in deploying scenarios. The solutions have been developed on TM Forum and Oracle (Application Integration Architecture) industry standard processes and data models. The solutions address processes around concept-to-market, lead-to-cash and trouble-to-resolve areas using Oracle's suite of applications.  

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Infosys Communications Lab offers a comprehensive suite of implemented business processes that evolve around a customer-centric approach. Every process is metric and capability-driven to ensure that customer value is maximized. Processes are implemented using Oracle's Rapid Order Design & Order Delivery (RODOD) Framework that enables the processes to work seamlessly across channels, product lines, business lines and service lines. The solutions provide for a multi-channel unified ordering and seamless customer experience.

Cross Channel Experience Solution

Infosys’ cutting edge Cross-Channel Experience solutions deliver business capabilities which enable organizations to generate profitable revenues, improve customer loyalty and also improve employee productivity. The key solution components are:
    •  Cross Channel Ordering & Commerce
    •  Cross Channel Customer Care
    •  Cross Channel Campaign & Loyalty
    •  Cross Channel Actionable Intelligence

Benefits:
    •   Seamless customer experience across the online, call center, retail, social and mobile channels
    •   Complete suite of customer care and ecommerce capabilities
    •   Intelligent cross/up-sell with personalized recommendations  

Cross Channel Ordering Solution

Cross Channel Ordering Solution, based on Oracle Rapid Offer Design and Order Delivery, is a fully integrated, productized solution engineered to enable service providers to rapidly design and introduce offers, capture and fulfill orders efficiently and accurately, and provide visibility across the entire order lifecycle. Infosys offers a comprehensive suite of business processes that enhance the value of the Cross Channel Ordering Solution based on Oracle Rapid Offer Design and Order Delivery Solution. These processes evolve around the customer centric approach to work seamlessly across channels, product lines, business lines and service lines. Every process is metric and capability driven to ensure customer value is maximized.

Benefits:
    •   Faster time-to-market across channels and customer segments with short order cycles and 
         improved order visibility
    •   Product bundling and price synchronization
    •   Fallout and jeopardy management

Online Commerce and Self Care Solution

Infosys has developed an end-to-end online ordering solution for telecommunication service providers using Oracle’s ATG (Art Technology Group) Web Commerce, WebCentre Portal and the Oracle Self Service E-Billing applications, integrated using the Oracle IDM (Identity Management) framework. This solution helps end customers place orders for various products and services online, get their updates directly, exercise self-service, get online support & make bill payments.

Benefits:
    •   Online ordering and eBilling platform 
    •   WebCenter portal framework and self-care portlets
    •   SOA-based architecture on AIA 
 
Telco Retail Solution

Infosys has developed a unique pre-integrated Telecom Retail POS solution for communication service providers and telecom operators to offer to their customers. The solution offers a prebuilt integration between Oracle Retail Point-of-Service and various Business Support Systems/Operations Support Systems (BSS/OSS) components like Oracle’s Siebel CRM, Oracle E-Business Suite, Oracle Communications Billing and Revenue Management (BRM) for performing various retail store activities.

Benefits:
    •   Integration between Oracle Retail POS and Oracle’s Siebel CRM enables retail store agents to 
         have a 360 degree customer view
    •   Integration between Oracle Retail POS and Oracle Retail Store Inventory Management enables 
         retail store agents to check products inventory status
    •   Integration between Oracle Retail POS and Oracle Communications BRM enables payments to be 
         posted in BRM application
    •   Integration between Oracle Retail POS and Oracle E-Business Suite enables management of 
         inventory and sales audit
    •   Faster transactions with customers and reduced queues 
    •   Pre-integrated with Product Hub and CRM for 360° view

Royalty Management Solution

Oracle Media Intellectual Property Management is a packaged application offered by Oracle for the media and entertainment customer segment to address their issues related to rights and royalties. This application has been integrated with Oracle Communications Billing & Revenue Management (BRM), Oracle Product Hub for Communications (PH4C) and Oracle E-Business Suite Financials.

Benefits:
    •   Effective control over incoming and outgoing royalties
    •   Custom built reports for auditing and royalty calculations

Social CRM Solution

Infosys Next-Gen CRM solutions are a blend of enterprise applications such as Oracle Siebel CRM and Oracle Business Intelligence, working in conjunction with Infosys Intellectual Property - mConnect (Mobility Solution Platform), Infosys SocialEdge (Digital Consumer Platform) and Voice of Customer (Customer Analytics Solution), and well supported by Infosys consulting, implementation and professional services.

Benefits:
Infosys's cutting edge Mobile-Social CRM solutions deliver business capabilities which enable organizations in this pursuit:
    •   Customized integrations with Twitter, Facebook and LinkedIn
    •   Predictive Social Analytics enables cross-selling and up-selling
    •   Semantic and text analysis to generate actionable intelligence

 Approach
Infosys Communications Lab solutions' approach is based on industry-wide recognized process frameworks and ready-to-use metrics. The solutions provide the Communications, Media & Entertainment industry with the Infosys Communications Framework.

The solutions in the lab are governed by:
    •   eTOM aligned process repository of over 60 processes across concept-to-market, lead-to-cash and trouble-to-resolve functional areas
    •   A repository of business metrics aligned to processes that can be used to measure business value and link it to the organization's goals

Credentials/ Expertise
    •   Established Centre of Excellence for core platforms such as ATG, WebCentre, Siebel, AIA, Billing, Integration, OSS, Cloud , etc.
    •   A committed pool of expert resources diversified on various Oracle platforms and solutions
    •   A dedicated central design team of techno-functional experts