Infosys Selected by Consolidated Edison to Digitally Transform Customer Service

Rhea-AI Summary

Infosys (NYSE: INFY) has been chosen by Consolidated Edison Company to lead a digital transformation of their customer service systems over the next four years. This initiative aims to enhance customer service experience by implementing a comprehensive utility-focused Customer Service System. The project will provide Con Edison with modern, flexible solutions that address regulatory and technological challenges. Infosys will offer full program management and support throughout the deployment process, ensuring the system meets evolving business requirements.

Positive

• Selected by Con Edison for a significant digital transformation project.
• Implementation of a comprehensive Customer Service System expected to enhance customer experience.
• Infosys to provide end-to-end program management and support services.

Negative

• None.

BENGALURU, India, July 27, 2020 /PRNewswire/ -- Infosys (NYSE: INFY), a global leader in next-generation digital services and consulting, has been selected by Consolidated Edison Company (Con Edison), one of the oldest Fortune 500 utility companies 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, state-of-the-art, comprehensive, 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."

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."

About Infosys

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 46 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

About Con Edison

Consolidated Edison, Inc. is one of the nation's largest investor-owned energy-delivery companies, with approximately $13 billion in annual revenues and $59 billion in assets. The company provides a wide range of energy-related products and services to its customers through the following subsidiaries: Consolidated Edison Company of New York, Inc., a regulated utility providing electric, gas and steam service in New York City and Westchester County, New York; Orange and Rockland Utilities, Inc., a regulated utility serving customers in a 1,300-square-mile-area in southeastern New York State and northern New Jersey; Con Edison Clean Energy Businesses, Inc., which through its subsidiaries develops, owns and operates renewable and energy infrastructure projects and provides energy-related products and services to wholesale and retail customers; and Con Edison Transmission, Inc., which through its subsidiaries invests in electric and natural gas transmission projects.

Safe Harbor

Certain statements mentioned in this release concerning our future growth prospects are forward-looking statements regarding our future business expectations intended to qualify for the 'safe harbor' under the Private Securities Litigation Reform Act of 1995, which involve a number of risks and uncertainties that could cause actual results to differ materially from those in such forward-looking statements. The risks and uncertainties relating to these statements include, but are not limited to, risks and uncertainties regarding fluctuations in earnings, fluctuations in foreign exchange rates, our ability to manage growth, intense competition in IT services including those factors which may affect our cost advantage, wage increases in India, our ability to attract and retain highly skilled professionals, time and cost overruns on fixed-price, fixed-time frame contracts, client concentration, restrictions on immigration, industry segment concentration, our ability to manage our international operations, reduced demand for technology in our key focus areas, disruptions in telecommunication networks or system failures, our ability to successfully complete and integrate potential acquisitions, liability for damages on our service contracts, the success of the companies in which Infosys has made strategic investments, withdrawal or expiration of governmental fiscal incentives, political instability and regional conflicts, legal restrictions on raising capital or acquiring companies outside India, unauthorized use of our intellectual property and general economic conditions affecting our industry and the outcome of pending litigation and government investigation. Additional risks that could affect our future operating results are more fully described in our United States Securities and Exchange Commission filings including our Annual Report on Form 20-F for the fiscal year ended March 31, 2020. These filings are available at www.sec.gov. Infosys may, from time to time, make additional written and oral forward-looking statements, including statements contained in the Company's filings with the Securities and Exchange Commission and our reports to shareholders. The Company does not undertake to update any forward-looking statements that may be made from time to time by or on behalf of the Company unless it is required by law.

 

View original content:http://www.prnewswire.com/news-releases/infosys-selected-by-consolidated-edison-to-digitally-transform-customer-service-301100082.html

SOURCE Infosys

FAQ

What is Infosys's role in the Con Edison project?

Infosys is tasked with digitally transforming Con Edison's customer service capabilities through a new Customer Service System.

What is the duration of the partnership between Infosys and Con Edison?

The partnership will last for four years as they implement the digital transformation.

How will the new system impact Con Edison's operations?

The new Customer Service System aims to improve customer service and help Con Edison adapt to regulatory and technology changes.

What services will Infosys provide during the project?

Infosys will offer program management, business process design, development, testing, and post-deployment support.

What are the expected benefits of the new Customer Service System for Con Edison?

The system is designed to enhance the customer experience, mitigate risks, and improve cost efficiency.