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Scenario-Based Customer Service focuses on the customer, not just the network
Competition and complex integrated service offerings compel Communication Service Providers (CSPs) to focus their business strategies on the customer, not just the network.In a recent study, Frost and Sullivan found that CSPs are realigning their systems and processes to implement genuine customer centricity across business functions. In addition, they are starting to shift attention from customer-centric billing, customer care and provisioning to service and customer assurance.
The report states, "Infosys is one of the few vendors we spoke with that is approaching CSA from a customer service operations point of view."
Infosys' Scenario-Based Customer Service (SBCS) solution is a combination of software, end-to-end business processes and a Managed Services Operational model. The solution implements a model-based approach as opposed to the event-based approach of most assurance vendors.
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Project Director, Wholesale Customer Experience Design, BT Design
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