Infosys provides customer service to utilities companies through various solutions and services. They help modernize Customer Information Systems, improve customer experience through unified communications, and enable business transformation initiatives. Infosys uses a Customer Experience Maturity Model to assess organizations' customer insight, culture, and experience design capabilities across five stages of maturity. Their solutions aim to increase customer satisfaction and engagement while lowering costs for utilities companies.

1. 0
CUSTOMER SERVICE OF INFOSYS

2. 1
CERTIFICATE
NAME ROLL NO
MR.ASHOK BALGAR ROLL NO.-69
MR.MANGESH BAIRAGI ROLL NO.-102
MR.RAVI DESHMUKH ROLL NO.-85
MR. ROHAN MOHITE ROLL NO.-87
MR.VISHAL KHEDKAR ROLL NO.-89
of BACHELOR OF MANAGEMENT STUDIES, SEMISTER SECOND, have
undertaken and completed the project work titled “CUSTOMER SERVICE OF
INFOSYS” during the academic year 2011 – 2012 under the guidance of PROF.
RAKHI .
This is a bonafide project work and the information presented in it is true and original
to the best of our knowledge and belief.
Project Course Principal
Guide Co-ordinator
(Prof.RAKHI) (Prof. Mr.D.M. ( Dr. Mrs. Shakuntala
Murdeshwar) A. Singh)

3. 2
ACKNOWLEDGEMENT
This project „CUSTOMER SERVICE OF INFOSYS‟ is a
result of co-operation, hard work and good wishes of many
people. We would like to thank our project guide Prof. RAKHI
for her involvement in our project work and timely assessment
that provided us inspiration and valued guidance throughout our
study.
We are highly indebted to Dr. Mrs. Shakuntala A. Singh,
Principal K.G. Joshi College of Arts & N.G. Bedekar College
of Commerce, for giving us an opportunity to do a project. We
would like to thank Prof. Mr.D.M. Murdeshwar , course co-
ordinator, for his friendly guidance and constant
encouragement.
We would like to express our gratitude towards our parents,
our teachers of K.G. Joshi College of Arts & N.G. Bedekar
College of Commerce, the library staff and our college friends
whose co-operation, encouragement and efforts have helped us
in giving the final shape and structure to the project.
Our thanks and appreciations also go to our college mates
and to all those people who have willingly helped us out with
their abilities.

4. 3
INDEX
Sr.
No.
Topics Page
No.
Remarks
1. INTRODUCTION TO CUSTOMER
SERVICE
4
2. PROFILE OF THE COMPANY- INFOSYS 5- 6
3. PRODUCTS AND SERVICES OF
INFOSYS
7
4.a CUSTOMER 8- 17
4.b COMPETITION 18
4.c CHANGE 19-
21
5. CONCLUSION 22
6. BIBLIOGRAPHY AND WEBLIOGRAPHY 23

5. 4
Introduction to Customer Service
Customer Service is the process by which your organisation delivers
its services or products in a way that allows the customer to assess them in the
most efficient, fair, cost effective and humanly satisfying and pleasurable manner
possible.
Customer service is the provision of service to customers before,
during and after a purchase. According to Turban et al. (2002), "Customer service
is a series of activities designed to enhance the level of customer satisfaction – that
is, the feeling that a product or service has met the customer expectation."
The importance of customer service may vary by product or service,
industry and customer. The perception of success of such interactions will be
dependent on employees "who can adjust themselves to the personality of the
guest, "According to Micah Solomon. From the point of view of an overall sales
process engineering effort, customer service plays an important role in an
organization's ability to generate income and revenue. From that perspective,
customer service should be included as part of an overall approach to systematic
improvement. A customer service experience can change the entire perception a
customer has of the organization.
Some have argued that the quality and level of customer service has
decreased in recent years, and that this can be attributed to a lack of support or
understanding at the executive and middle management levels of a corporation
and/or a customer service policy. To address this argument, many organizations
have employed a variety of methods to improve their customer satisfaction levels,
and other key performance indicators (KPIs).
In the past, It was our great leader Mahatma Gandhi‟s Vision of Good Customer
Service. He stated as follows-
A Customer is the most important visitor on our premises.
He is not dependent on us.
He is not interruption on our work. He is the purpose of it.
We are not doing a favour by serving him.
He is doing a favour by giving us as opportunity to do so.

6. 5
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Infosys Limited (formerly Infosys Technologies Limited) is an
Indian multinational provider of business consulting, technology, engineering, and
outsourcing services. It is headquartered in Bangalore, Karnataka. Infosys is
the third-largest India-based IT services company by 2012 revenues. Of this
revenue, the majority comes from international business. In 2009, Infosys collected
1.2% of its income from the domestic Indian market.
Infosys was co-founded in 1981 by N. R. Narayana Murthy, Nandan
Nilekani, N. S. Raghavan, S. Gopalakrishnan, S. D. Shibulal, K. Dinesh and Ashok
Arora after they resigned from Patni Computer Systems. The company was
incorporated as "Infosys Consultants Pvt. Ltd." in Model Colony, Pune as the
registered office and signed up its first client, Data Basics Corporation, in New
York. In 1983, Infosys corporate headquarters was relocated to Bangalore. In 1999,
Infosys achieved Capability Maturity Model level 5 certification.
In recent years, Infosys has begun shifting operations to the United
States and other countries outside of India, announcing a new office in Milwaukee,
Wisconsin to service Harley-Davidson, being the 18th international office in the
United States. Infosys hired 1,200 United States employees in 2011, and expanded
the workforce by an additional 2,000 employees in 2012. Globally, Infosys has 67
offices between the US, India, China, Australia, Japan, Middle East,
UK, Germany, France, Switzerland, Netherlands, Poland, Canada.
In 1996, Infosys established the Infosys Foundation, to support the
underprivileged sections of society. Infosys Labs is organized as a global network
of research labs and innovation hubs.
Awards and Recognitions
Infosys ranked among the most innovative companies in a Forbes survey, leading
technology companies in a report by The Boston Consulting Group and top ten
green companies in Newsweek's Green Rankings. Infosys was voted India's most
admired company in The Wall Street Journal Asia 200 every year since 2000. The
corporate governance practices were recognized by The Asset Platinum award and
the IR Global Rankings. It was also ranked as the 15th most trusted brand in India
by The Brand Trust Report . Now mainly, it has achieved the NASSCOM Business
Innovation Award for its customer satisfactory service „Infosys edge.‟
Most Appreciating partners- Procter and Gamble, Oracle.

7. 6
Vision and Mission of Infosys
Infosys International Inc. has a solid reputation as a business and
information technology consulting company.
Vision
To help clients meet their goals through our people, services and solutions
Mission
Infosys International Inc. is dedicated to providing the people, services and
solutions, their clients need to meet their information technology
challenges and business goals.
Work to understand the needs and requirements of our clients before
proposing a solution
Develop responsive proposals that provide cost-effective solutions to our
clients needs
Deploy the right mix of people and products to deliver value-added services
and solutions to our clients
Follow-up on the quality of our services and solutions to our clients
Appreciate the trust that our clients put in us as we work with them to
improve their business and information technology.
Partnerships
In addition to providing technical expertise in a diverse range of
Information Technology services, INFOSYS has also established relationships
with some of the top hardware and software manufacturers to provide our clients
with additional expertise and support services. Some of our current value-added
partnerships include: Computer Associates, Microsoft, People – Soft, Cisco
systems, Oracle, Sybase, Novell, Hewlett Packard, Information Builders,
International Business Machines and SMC Networks.
When clients partner with Infosys, they help them solve their most
complex challenges with their vast domain expertise across the utilities value chain
and 10 years of Smart Grid experience leverages strong alliances with IT partners
to create best-of-breed solutions for the utilities industry. They do Business
Transformation, Accelerating Innovation and Efficient Optimization.

8. 7
Industries Giving Services To-By Infosys
Aerospace & defense, airlines, automotive, communication services,
consumer packaged goods, education, energy, Financial services, healthcare , high-
tech, hospitality and leisure, industrial manufacturing, insurance, life sciences,
Logistics and distribution, media & entertainment, publishing, public sector ,
resources, retail and other utilities. The customers are mainly from International
market.
SERVICES
Business Services
Management Consulting
Business Applications-
Oracle
SAP
Sustainability Services
Technology Services
Application Management
Infrastructure Management
Testing
Cloud
Enterprise Mobility
Engineering Services
Outsourcing Services
Application Outsourcing
Infrastructure Outsourcing
Business Process
Outsourcing
Customer Service
Finance & Accounting
Human Resources
Sourcing & Procurement
Products and platforms
Finacle
Core Banking
Digital Commerce
Direct Banking
e-Banking
Inclusion Solution
Islamic Banking
Mobile Banking
Treasury
Wealth Management
Edge
AssistEdge
BrandEdge
CommerceEdge
ProcureEdge
SocialEdge
TalentEdge
TradeEdge
WalletEdge
All Infosys Edge Platforms
New Products
Flypp - Application Marketplace
Customer Self-Service Energy
Manager
iTransform - ICD-10 Migration
Suite
Omni-Channel Personalization
Engine
Real-Time Expertise Manager
Trade Origination System
All New Products

9. 8
CUSTOMER SERVICE
There are 3C’s of Customer Service
I. CUSTOMER
Customers are the center of business. How Infosys satisfies them is under.
Introduction to Customer Service of Infosys
A.Powering Business Value Today, for Tomorrow's Personal Consumption
More smiles per kilowatt hour. That's what utilities enterprises really need – to
raise the bar on service. This calls for intelligent and cost-effective IT solutions
that deliver multi-channel reach and integrated views, and enable swift and
accurate responses.
Identifying initiatives like self-service customer portals, customer service
integration and call workflow optimization not only reduces service leakages and
empowers agents, but also takes customer experience, awareness and participation
to new heights.
CHANGE
COMPETITIONCUSTOMER

10. 9
B.Challenges & Opportunities
Creating winning customer experiences: A dissatisfactory experience can
lead to negative responses, additional spending, delayed projects, and the
dilution of brand equity in the connected world. On the other hand, strategic
planning and investment in customer engagement are key factors in aligning
utility enterprises with rising customer expectations.
Emerging technologies: The evolution of communication channels, smart grid
and CRM capabilities are driving the modernization and integration of customer
service operations and IT systems. With new capabilities like in-depth customer
segmentation, mobile customer applications and social media platforms,
utilities now have more avenues to create winning relationships.
How Infosys Delivers Business Value
Engaging with Infosys translates to minimized project risk owing to our proven
process and delivery quality, as well as reduced operating cost through our
Global Delivery Model. Our experienced utilities domain professionals are
committed to creating the best technology and business outcomes for customer
service. Armed with accelerators and tools, they create innovative solutions and
also formulate multi-channel communication strategies that can revitalize
customer retention. Customer service focus areas at Infosys include:
Customer Information System (CIS) modernization and replacement: Our
offerings leverage new and improved smart grid capabilities and investments to
provide cost-effective solutions and improved performance.
Unified communications: We bring together the best of social media,
communications and mobility tools to deliver a smart customer experience that
is high on co-creation and satisfaction.
Business transformation initiatives: We enable utility enterprises to increase
operational efficiency, improve customer service levels and optimize new
Advanced Metering Infrastructure (AMI) and smart grid services.
Customer Relationship Management (CRM): Our solutions help create
lifetime customer value while tailoring messages for key customer segments.

11. 10
THE CUSTOMER EXPERIENCE MATURITY MODEL (CXMM) of/by
Infosys-
How good is your organization at planning and delivering outstanding customer
experiences? Our Customer Experience Maturity Model has five stages of maturity;
based on how advanced an organization is in three capabilities: insight, culture, and
experience design.
1. Customer Insight: Does your business have an accurate,
data- driven picture of customers, their needs, and their
behaviors?
2. Customer-Focused Culture:
Does the whole business revolve around providing value and service
to customers?
3. Customer Experience Design: Has the business actively designed a
differentiated experience at all touch points?
The Stages of Maturity
Becoming so customer-centric that you develop devoted evangelists doesn‟t happen
overnight. It‟s a journey with several stages, and these are the stages of our Customer
Experience Maturity Model.
Stage 1- The customer is Ignored.
Business is inward-looking. Has only a basic understanding of (and interest
in) who customers are or what they want. Customers often believe the
business doesn‟t understand or care about them. Customer experience is
inconsistent and often unpleasant.
Stage2- The customer is heard
Business has a good understanding of who customers are and how they feel,
and uses this insight to make adjustments to the customer experience.
Customers may believe the business is interested in learning from them, but
they don‟t have much attachment to the brand.

12. 11
Stage 3- The customer is understood
Business has programs that drive deep insight, track customer preferences,
and ensure a consistent experience. Customers believe their needs are
mostly addressed by the products and services offered. There is a clear
linkage between customer insight and products.
Stage 4- The customer is Engaged
Business has a comprehensive, actionable picture of customers, and a
culture of accountability. This gives it differentiation in the market and
generates loyalty. Customers believe the business cares about them, and
they trust the company. Customers demand increased value, and they are
rewarded for their loyalty. They are willing to spend more for the assurance of
a consistently positive experience.
Stage 5- The customer is Passionate
Business has such strong relationships with customers, it has become the
undisputed industry leader in Net Promoter Score and customer retention.
Customers are passionate evangelists. They feel privileged to associate with
the company and share stories of their positive experiences with others.
They are of thinking that- “Great Customer Experiences don‟t happen by
accident. They are Planned, Designed and Actively Managed.”

13. 12
Infosys Service difference-
THE INFOSYS WAY
• Change the success criteria of your customer service function from an
incident management focus to a knowledge-enabled customer advocacy focus
(the right metrics include increased first call resolution and reduced overall
fault cycle time).
• Differentiate customer experience by introducing proactive and
predictive assurance capabilities in customer service operations.
• Create a self-learning operational customer service organization that
continually updates and refreshes its knowledge base for increased product
and business agility.

14. 13
Infosys Customer Information systems
Customer Information System (CIS) provides customers with access to injury
management and claims information through a secure website. The service is
provided to Comcare customers free of charge, and you can use it to improve the
measurement and monitoring of your agency‟s injury management and claims
performance. Utilities continue to seek ways to lower the Total Cost of Ownership
(TCO) of Customer Information Systems (CIS). They require cost-effective
solutions, which reduce support and maintenance costs, while improving the
reliability, quality and performance of CIS. Infosys' Utility CIS Support and
Maintenance offering creates business value for Utilities by delivering a superior,
reliable service at an affordable cost. Infosys proven methodology for CIS Support
and Maintenance Framework Tools, honed from abundant experience in similar
engagements, accelerates every step in the process.

15. 14
How they did it?
The Advantages
Customized approach involves application of techniques to meet the specific
objectives of modernization
Tools, frameworks and accelerators for faster time-to-market
Proven track record of executing CIS modernization engagements for many
utilities in the U.S.
Rich experience in understanding, assessing and enhancing complex and
monolithic CIS applications
Call center productivity improvement through workflow optimization
Infosys' Work Flow Optimization (WFO) solution is a next-generation Customer
Information System (CIS) framework. It enhances customer satisfaction while
improving operational efficiency.

16. 15
Customer Service Assessment Framework
Customer Information Systems (CIS) must be agile, flexible and scalable to
leverage new capabilities. Infosys' Customer Service Assessment Framework helps
utility companies assess their customer service landscape (business and
technology) and provides a road map for the customer service portfolio. The road
map includes business process improvements, technology upgrade options, as well
as associated benefits and risks.
Infosys' workshop-based assessment framework is illustrated alongside:
The overall assessment framework follows the ensuing logical steps:
Establish Current/ Best Practices Framework
Identify Process Improvements
Perform Functional/ Technical Quality Analysis
Final Recommendation/ Refinement
The Assessment framework is enabled by the following accelerators:
Team of domain and technical experts, bringing in experience from other Utilities
Blueprint, process maps for CIS impact due to AMI implementation
Pre-defined questionnaires based on AMI Value Realization Methodology
Framework to assess the impact of CIS changes
Point of view for AMI implementation roadmap
Estimation models for budgetary cost for CIS modernization/ enhancements
Infosys Advantage
Well-defined and proven custom approach to customer service assessment
Framework and tools to accelerate each step of the process
Infosys' rich experience on similar engagements

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Customer Service Integration and Consolidation
Infosys' Customer Service Integration and Consolidation solution provides a cost-
effective and low-risk approach to extract maximum business value from M&A. It
helps consolidate and integrate customer service operations of merging companies
in a phased manner, thereby resulting in improved operational effectiveness and
productivity.
The overall Post-Merger Integration framework is illustrated alongside:
UAD solution
consolidates User Interface (UI) to achieve operational as well as process
consolidation. Key benefits include:
Reduced cost of customer service operations while improving service
Reduced cost of systems integration
Shortened duration of systems integration
Reduced risk and change impact

18. 17
Customer Self - Service Solution for customers by Infosys-
Advantages
Appropriate solution-based approach with customized plug-and-play
components, which can be easily integrated with utility-specific applications
Tools, frameworks and accelerators for quicker time-to-market
Proven track record in implementing the solution for multiple Utilities
worldwide
Infosys' web-based self-service solution approach helps Utility companies
achieve business transformation and deliver “smart” customer experiences.
The Customer Self-Service solution creates benefits for each partner in its
value chain.
The Infosys Customer Self-Service Energy Manager, part of the Infosys
Smart Grid Suite, helps electricity, gas and water utilities ensure customer
delight through sustainable energy management and revitalized customer
service.
Its site- Infosys Assist Edge the 1st
integrated cross channel product for
contact centers to transform customer service experience for customers. It
includes information, notices and other activities for its customers.
Infosys „socialedge‟ Customer Care- Enabling customer experience
management that's more social, intelligent and collaborative.

19. 18
II.Competition for INFOSYS-
Name Last Price Market Cap.
(Rs. cr.)
Sales
Turnover
Net Profit Total Assets
TCS 1,447.70 283,346.88 38,858.54 10,975.98 24,952.86
Infosys 2,812.75 161,518.28 31,254.00 8,470.00 29,757.00
Wipro 395.80 97,471.43 32,053.60 4,685.10 29,595.70
HCL Tech 708.25 49,192.34 8,907.22 1,950.42 7,305.45
OracleFinancial 2,931.00 24,628.07 2,605.85 1,089.23 6,247.04
Mahindra Satyam 115.90 13,641.69 5,964.21 1,202.80 4,567.90
Tech Mahindra 1,002.00 12,817.73 5,243.02 460.55 4,569.80
MphasiS 343.00 7,208.07 3,420.84 611.04 3,901.16
Financial Tech 929.50 4,283.00 425.55 478.03 3,017.56
MindTree 796.95 3,322.43 1,915.20 218.70 1,002.00
Hexaware Tech 80.75 2,394.60 912.47 285.60 858.55
Persistent 534.60 2,138.40 810.36 137.39 838.39
Infotech Enter 163.15 1,820.80 863.80 158.60 1,034.94
NIIT Tech 260.25 1,566.23 827.46 113.12 641.85
Polaris Tech 124.95 1,492.96 1,749.91 183.41 1,130.77
That may well take the shine off strong January-March results for companies such
as Infosys(INFY.NS) and Tata Consultancy Services(TCS.NS), which benefited
from cost-conscious customers bumping up demand. The results are set to be
released over the next few weeks. Investors will focus on what the companies in
India's $100 billion information technology and back-office services outsourcing
sector project for growth, their hiring plans as well as comments on the pricing
environment and outlook for discretionary spending by clients. Business
confidence is also fluctuating," he said. "In such a scenario, customers are also
very hesitant on how to go about their (technology spending) budgets. Reflecting
the concerns on the sector's outlook, shares of IT companies have been laggards in
2012. Shares of Infosys, which has a market value of about $31 billion, are up a
modest 1.6 percent this year, while those of Tata Consultancy are down about 2
percent and the sector index has added 4.3 percent. Tata Consultancy, Infosys and
No. 3 exporter Wipro (WIPR.NS) are also facing increased competition from
bigger global rivals such as IBM (IBM.N) and Accenture for a bigger share of the
outsourcing business.
The competition for the leading Indian software companies is likely to intensify
after smaller rival Tech Mahindra last month bought the remaining stake in unit
Mahindra Satyam, becoming India's No. 5 software exporter by revenue.

20. 19
III.Change for Infosys-
Infosys 3.0
Infosys (INFY) released its fiscal third quarter 2013 earnings report with better
than expected results on all fronts. The Indian IT bellwether reported rupee
revenue of Rs 10,424 crore ($1.88 billion US). The number beat analysts'
expectations by approximately Rs 500 crore ($~90 million US). Net profits were
also higher than expected coming in at Rs 2359 crore ($423 million US) versus and
estimated at Rs 2200 crore ($394 million). In dollar terms revenue increased by
6.3%, which includes revenue from the Lodestone acquisition which was
completed in the quarter. Infosys is a cash generating powerhouse and produced
operating cash flow of 103% of net margins for the quarter.
Business looks strong as well, as Infosys won eight big contracts totaling to $730
million during the quarter. Four of the deals were in the United States, while three
are in Europe and one in India. The deals include new client engagements as well
as renewal and expansion of existing programs. The company also added 53 new
clients, launched 20 new products and platforms over the last year and sold to over
70 unique clients.
This strong performance will likely get shareholders off of management's back for
a little while. Infosys, like Apple (AAPL) is sitting on a large pile of cash that
many shareholders felt management has been too conservative with. The
Lodestone acquisition was a good beginning it was thought but more needed to be
done as organic growth was thought to be a more distant proposition. So, while
Apple is content to run one of the world's largest hedge funds with its pile of cash -
further proof of a management that lacks vision in its core competencies - Infosys
is being selective in how it deploys what it has saved.
Infosys closed the acquisition of Zurich-based consulting firm Lodestone for total
of $350 million. The acquisition was announced in September. While Lodestone is
expected to contribute $104 million to Infosys full year revenue the real value for it
to Infosys comes from its extensive
Infosys (INFY) released its fiscal third quarter 2013 earnings report with better
than expected results on all fronts. The Indian IT bellwether reported rupee
revenue of Rs 10,424 crore ($1.88 billion US). The number beat analysts'
expectations by approximately Rs 500 crore ($~90 million US). Net profits were
also higher than expected coming in at Rs 2359 crore ($423 million US) versus and
estimated at Rs 2200 crore ($394 million). In dollar terms revenue increased by
6.3%, which includes revenue from the Lodestone acquisition which was

21. 20
completed in the quarter. Infosys is a cash generating powerhouse and produced
operating cash flow of 103% of net margins for the quarter.
Business looks strong as well, as Infosys won eight big contracts totaling to $730
million during the quarter. Four of the deals were in the United States, while three
are in Europe and one in India. The deals include new client engagements as well
as renewal and expansion of existing programs. The company also added 53 new
clients, launched 20 new products and platforms over the last year and sold to over
70 unique clients.
This strong performance will likely get shareholders off of management's back for
a little while. Infosys, like Apple (AAPL) is sitting on a large pile of cash that
many shareholders felt management has been too conservative with. The
Lodestone acquisition was a good beginning it was thought but more needed to be
done as organic growth was thought to be a more distant proposition. So, while
Apple is content to run one of the world's largest hedge funds with its pile of cash -
further proof of a management that lacks vision in its core competencies - Infosys
is being selective in how it deploys what it has saved.
Infosys closed the acquisition of Zurich-based consulting firm Lodestone for total
of $350 million. The acquisition was announced in September. While Lodestone is
expected to contribute $104 million to Infosys full year revenue the real value for it
to Infosys comes from its extensive client base -- adding more than 200 across a
variety of industries to Infosys.
Infosys outright denied the report of the newspaper that it plans to sack
approximately 5,000 "non-performing" employees and at present has total staff
strength of 155,629. The outlook of the Indian IT Industry is to remain gloomy due
to uncertainty in the key U.S. and European market.
Infosys 3.0
The new strategy of Infosys has been termed as Infosys 3.0 and it has already
begun to show benefits. I would expect another Lodestone-type transaction in the
future while the company continues to shift a greater portion of its resources to
consulting versus IT outsourcing, which are easier to acquire but whose margins
are eroding as other players likeWipro (WIT) and Tata Consulting Services (TCS)
have driving prices down. This has plagued the company for a few quarters and it
looks like it has begun to turn that corner, guiding a 3% organic business growth
target for Q4 FY 2013.
According to a recent interview on Bloomberg of Infosys' CEO, it does not sound
like they are planning on another acquisition in the near future and that
uncertainties about the situation in India and around the world, especially currency
instability, are still having a depressing effect on business investment. The

22. 21
situation in Europe will continue to be challenging and Infosys is banking on
growth there. With the ECB tightening its balance sheet and strengthening the Euro
for 2013 I expect the European periphery to begin to improve on cheaper effective
energy prices. Infosys will pick up outsourcing clients in that environment to
support that organic growth target.

23. 22
CONCLUSION
We the group, have done a brief project on „Customer Service
Initiatives done by Infosys.‟ The project explains about How Infosys have
transformed the customer service experience for their clients. It tells about the
numerous services, products offering a good variety for clients. It also showcases
the competition level and accordingly the changes adapted by Infosys. The Infosys
technologically too has proven good. This all focuses on one topic i.e. a good
Customer Service by Infosys.
The following points are covered under this project-
1. About Infosys
2. Their Achievements
3. Their Products and services
4. What aim they have in mind to give customer services
5. The manual as well as technological adoptions by Infosys
6. The competition environment of INOSYS
7. The Environment of Infosys.

24. 23
Bibliography and Webliography
Bibliography
Productivty and Quality Management
Webliography
www.infosys.com/profile
www.infosysinternational.com/visionandmission
www.infosys.com/cxmm
www.infosys.com/cis
www.infosys.com/csassesment
www.economictimes.indiatimes.com › ... › Stocks › Stock Quotes › Infosys Ltd.
www.infosys.com/infosys3.0