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Bengaluru, India, July 27, 2020 -- Infosys (NYSE: INFY), a global provider in digital services and consulting, has been selected by Consolidated Edison Company (Con Edison), a Fortune 500 utility company serving New York City and surroundings, to digitally transform Con Edison's customer service capabilities over the next four years.
Infosys will implement a new utility-focused, commercial-off-the-shelf Customer Service System (CSS) that will help Con Edison's strategic aspiration to deliver an improved customer service experience through a modern, flexible and efficient system. It will also enable Con Edison to keep pace with regulatory and technology changes, become technologically nimble, mitigate risks, and become cost effective. As a part of this association, Infosys will provide end-to-end program management, business process blueprint, design, development, testing, deployment and post go-live stabilization support services.
Ashiss Kumar Dash, SVP and Segment Head - Services, Utilities, Resources, Energy, Infosys, said, "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."
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Matthew Ketschke, Senior Vice President, Customer Energy Solutions, Con Edison, said, "The Con Edison CSS drives customer operations, and has a major impact on the core of our business. This strategic partnership with Infosys will help ensure that our new CSS environment meets the future needs of the business and mitigate enterprise risk."
Janette Espino, General Manager, Customer Service System Program, Con Edison, said, "A Customer Service System is one of the most strategic and mission-critical systems within the utility enterprise, providing the technological capability for delivering high quality service to customers and enabling the demands of a number of new investments and public policy requirements. We are confident that the modern Customer Service System we are building with Infosys will facilitate the delivery of efficient solutions to address evolving customer expectations and business needs."
Posted by Veronica Silva Cusi, news correspondent
Infosys BPO is an end-to-end outsourcing services provider. We address your business challenges through our integrated IT and business process outsourcing solutions. We unlock business value by applying proven process methodologies and business excellence frameworks to significantly reduce costs, enhance effectiveness and optimize business processes. Infosys BPO is a global company with 12 delivery centers across the Asia Pacific, Latin America, Europe and India. Our business solutions and leadership have been recognized by several global forums. We are an equal-opportunity employer and continue to be regarded for our global people excellence practices.
Published: Tuesday, July 28, 2020
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Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.
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InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
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