Challenges:

The primary challenge faced by CSPs is customer churn management. A small increase in the churn rate could result in significant revenue loss. Also, the cost of regaining those customers through marketing initiatives is prohibitively expensive. CSPs also face other challenges such as their fragmented view of customers and the lack of data integration between various touch points like phone, fax, e-mail, customer service center and the Web. This makes trouble management and call handling processes very complex and expensive.

Capabilities:

Customer Data Integration (CDI) is the combination of technology, processes and services needed to create and maintain an accurate, timely and complete view of the customer across multiple channels, business lines, and potentially enterprises, where there are multiple sources of customer data in multiple application systems and databases.

Cognizant offers the most innovative solutions now available for integrating customer insight and optimizing customer interaction management across various channels. Our customer management and interaction solutions unlock the potential value of existing sales and services capabilities, and help clients make smart decisions about future investments. Using cutting edge customer management and interaction strategies, processes, and tools, we capture critical information about customer contacts to provide more timely, personalized service and efficient case management.

Cognizant has significant expertise in helping CSPs transform their customer-facing operations. The ultimate goal is to deliver a solution that will increase operational efficiencies, improve customer interactions and processes. And provide a platform that enables centralized access to customer data across functions, customer segments, product lines and channels to meet the needs of customers and internal user groups. Cognizant capabilities encompass Customer Data Integration, Customer Self Service, Interactive Voice Response (IVR), Automated Call Routing (ACR) and Customer Care Operations.

Services:

Cognizant’s Customer Management and Interaction team can assist CSPs in placing focus on their customers by:

• Enabling self-service channels, allowing the customer to perform transactions at their leisure
• Improving Call Center capabilities through the use of IVR and ACR
• Strategic analysis of an organization’s customer care operations, identifying high-level areas for improvement and opportunities to leverage information and optimize resources
• Developing the customer infrastructure backbone to ensure that all customer interactions are easily identified and made accessible across the enterprise

Cognizant is proficient at executing projects in all CRM applications including Siebel, PeopleSoft and Pegasystems, among others, and has deep experience in Customer Data Integration. Our wealth of expertise includes.

• Well established competency centers in Siebel, Pegasystems and PeopleSoft CRM
• Experience in other CRM packages such as Clarify and Epiphany
• Partnerships with Siebel, Inforte, Epiphany, Pegasystems
• First to commence Siebel development in an onsite-offshore manner
• Competency in integration with Cornerstone, BroadVision, Cognos, Oracle, Vitria, Tibco, Genesys etc
• A Siebel Alliance Partner for Siebel 7.7 & 8 b – Testing

Peoplesoft Competency
Our PeopleSoft Competency Center is a one-stop shop for all PeopleSoft needs including business strategy and best practices support. Cognizant has extensive experience in upgrade, maintenance, and integration of PeopleSoft systems. A proven onsite/offshore model specific to PeopleSoft helps to significantly reduce cost while maintaining or exceeding quality levels and ensuring a quick turnaround time (up to 30% faster).

Siebel Competency
Cognizant has provided Siebel solutions to multiple clients in many industries, including Communications. We engage with our clients in various capacities, providing services from consulting to implementation. We also help them to maintain their existing Siebel products, perform testing and upgrade them to newer versions. We are Siebel's consulting partner and were also involved in Siebel 7.7 Beta Testing. Some of our credentials include:

• Completion of over 60 Siebel projects and support efforts
• Expertise in Siebel upgrade and data migration from Siebel 6.X to 7.X
• Practice team with several Siebel certified professionals
• Development of the first Facets-to-Siebel Connector for the Healthcare industry
• Siebel implementation in PDA using the Everypath solution

Customer Data Integration (CDI)

• Evangelists on Architecture Boards and Stakeholder Discussions to sustain commitment to CDI
• Drove CDI solution into critical (funded) initiatives to ensure relevance
• Established a Data Conversion Center for IBM WebSphere Data Integration products
• Developed a mature Data Integration framework to overcome implementation hurdles, data migration issues and ongoing integration challenges.
• Joint Implementers for IBM WebSphere Data Integration Products for IBM (Ascential) and a preferred Implementation Partner.
• Selected by Siebel to work directly with Siebel’s technical team to enhance its UCM product based on our deep understanding of CDI