Infosys To Digitally Transform Customer Service Capabilities; Big Impact To Employees? - Report

Amid the growing crisis and pandemic fear, IT major-Infosys has been selected and received a long-term contract from top American energy and utility company Con Edison to digitally transform its customer service capabilities.

Infosys in a statement said that the IT services provider would implement a state-of-the-art, comprehensive, utility-focused, commercial-off-the-shelf customer service system. 

With this contract, Infosys will also enable Con Edison to keep pace with regulatory and technology changes, become technologically nimble, mitigate risk, and become cost effective, the statement further added.

According to an Economic Times report, with this association, Infosys will provide end-to-end program management, business process blueprint, design, development, testing, deployment and post go-live stabilization support services with others. 

“Customer Service System modernization replacement initiatives for utilities such as Con Edison are particularly complex given how central and interconnected these systems are to the core utilities business model. With context aware solutions, deep domain knowledge, and a de-risked implementation plan, this partnership will enable Con Edison to not only provide superior customer experience but also meet dynamic business requirements,” Ashiss Kumar Dash, Segment Head, Services, Utilities, Resources, Energy, Infosys, was quoted saying.  

July became a lucky month for Infosys, as weeks back they received a large deal from the US-based investment advisor Vanguard to modernise its corporate retirement plan unit.

With this big deal from Vanguard, Infosys will take over the operations of Vanguard’s direct contribution business, recordkeeping business, including software platforms, administration, and associated processes. It will also shift the assets to the cloud and use artificial intelligence processes to improve the productivity of the unit, ET further reports.