According to Infosys, the new customer communications management solution – dubbed The Communications Hub – is to be initially offered only to Australian and New Zealand customers, and will enable the likes of banks, telcos, utilities and other organisations with large customer bases to improve their green credentials, customer service and bottom line.
 
Infosys Australia will provide the systems integration expertise through its recently formed Consulting and Systems Integration Unit, and Australian CEO, Jackie Korhonen, said today The Communications Hub provides a central consolidated platform which captures data from the company’s core systems and allows it to be easily formatted and routed into multiple customer communication channels such as print, web, email, SMS/MMS or even social networking sites.
 
“For example, a payment overdue notice could be automatically routed via email or SMS according to consumer preference, while a new promotion might be announced via Facebook.  The savings resulting from sending these communications electronically rather than print could be significant. An implementation in the U.S. showed cost savings in the millions of dollars, or between 30 to 90 percent in print production costs.”

Korhonen said customers today expect the flexibility to receive information “when and where they want it – whether that’s letter box, desktop or mobile phone,” and, claimed that “The Communications Hub is that rare solution that allows companies to deliver more responsive customer service, while reducing costs, risk and environmental footprint.”

Infosys claims its Communications Hub leverages proven dynamic content publishing technology with a new management function, known as CEM – or Communications Environment Manager – which facilitates orchestration of complex communications campaigns and provides enterprise reporting capabilities, such as an audit trail that can indicate exactly what communications were sent to whom and when.

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Infosys’ global head of sales and marketing, Subhash Dhar, says The Communications Hub is available as a fully managed service, which he says offers “the advantages of a guaranteed cost per communication, an operating expense model rather than a capital investment, and the flexibility to quickly scale operations up or down as business requirements change.

“Because Infosys assumes the responsibility for providing communications at an agreed price – managing the people and processes as well as technology – this fully managed service offers large organisations, such as financial institutions and telecommunications providers, additional cost savings and risk mitigation.

“Converting fixed into variable costs is an absolutely critical strategy for businesses looking to thrive in a downturn,” Dhar says, and he reckons The Communications Hub is a “smart way for Australian businesses to control risk and build in rapid scalability as conditions change – something we call ‘Winning in the Turns’.”

For companies that prefer not to use the managed services approach, Infosys says The Communications Hub is also available as a licensed system operated by either the customer or Infosys.