End-to-End IT Systems | Services | Solutions Provider

Achieve Greater Efficiency by Exposing Knowledge into Other Applications

noreply@blogger.com (Infogain) — Tue, 30 Jun 2015 18:52:00 +0000

Congratulations! You have implemented a knowledge management system with centralized knowledge, now what? Modern knowledge management systems can be accessed directly via a portal or web client. However, the higher value for many users is to expose knowledge inside their primary applications, increasing efficiency. While we are exploring a couple of types of knowledge integration here, you can imagine that there are many knowledge opportunities within your organization.

CRM Systems

Siebel, Remedy, Oracle Service Cloud (RightNow), and other customer relationship management (CRM) systems are good examples of a primary application for a significant population within most large organizations. Integrating your knowledge platform into your CRMs minimizes the need to swivel between applications and re-key, while allowing your agents to:

Locate useful knowledge rapidly
Educate customers on how they can self-resolve in the future
Consistently track information used to resolve cases (case linking)
Capture tacit knowledge

Case linking provides actionable analytics data to show which content has the highest use and who the superstar authors are. Statistically in a knowledge system very little content has significant reuse. Early identification of the valuable content allows managers to accurately focus review and content improvement efforts. For example, an article that has been used 1,000 times might warrant being flagged for the creation of a short how-to video snippet to further help call deflection.

Integrations with a CRM system can be incorporated as part of an initial knowledge management system build-out or as a standalone project. These types of integrations are extremely stable on an ongoing basis. Knowledge can be exposed inside CRM applications via iframes in existing pages, pop-ups or via the addition of new tabs. CRM integration is always a given high ROI.

The Rest of the Application World

Across organizations, I have seen array of different applications, monitoring tools and home-grown niche utilities. Rarely are any of these applications knowledge integrated.

Imagine an application that monitors hundreds of cell phone towers. It constantly pings the towers to validate the battery back-up system, connectivity, and a host of environmental data such as temperature and even down to knowing if the entry door is open or closed.

Suddenly the application returns “Error Number 3567” – low voltage. The question then becomes what to do with the error. Because it is a common error, there is already a solution article and/or a standard operating procedures document in the central knowledge base system that outlines all of the resolution steps.

Ideally, one would hover their mouse over the error message, automatically creating a search call which would return the most current results. However, in reality, the agent must “swivel” between the cell phone application and the knowledge system. Swiveling between applications creates ongoing frustration, leading to the creation of cheat sheets which are quickly out-of-date. Due to regional regulations it is also possible that the operating procedures to resolve an issue in California are different from New York. It is possible to automatically pass the context variable in the search string to return the appropriate document.

Keep it Simple

While it is not realistic to build hard connectors between every application and the knowledge system there is a relatively simple solution. Assuming your application has the ability to consume some sort of service (SOAP, REST, etc.) – these calls can go through an integration platform such as Informatica, SOA, or MuleSoft. In the specific case of Oracle Knowledge, Infogain has built out a specialized set of services to accelerate the deployment of meaningful, easy to discover and utilize services on that integration platform.

For example, your monitoring application just needs to send key information to the integration platform, parse the response, and display the returned information in a way that suits your UI. No intervention is needed by the knowledge management team, other than providing query access and clear documentation around how to enjoy the knowledge API. The final result is the ability for the agent/engineer to just hover over the error message and have it make an automatic call to retrieve the desire knowledge article. The cost of integrating an application is very low with an extremely high ROI.

Summary

Knowledge can be integrated with CRM applications via hard coded connectors providing a full array of options including case linking/unlinking and authoring ability.

Every application that has the ability to make service calls can be customized to return basic knowledge capabilities within the application with minimal effort.

We welcome your opinions and feedback on this Blog article:

What are your experiences and challenges in regard to integrating knowledge with other applications?

By Randy Ross, Sr. Director, Knowledge Group

Valuable Advice for Growing a Successful Enterprise Knowledge Platform

noreply@blogger.com (Infogain) — Tue, 16 Jun 2015 21:15:00 +0000

Congratulations! You have decided on a corporate standard for your knowledge technology platform and you have uncovered all of the knowledge storage and sources in your company, now what? How do you know what is important for making your initiative successful and how do you accomplish it? If we assume that you have ownership sorted out, this fundamentally comes down to onboarding and maintenance. For this Blog’s purposes, onboarding will be used to discuss organizational units and their knowledge and processes, as well as new integrations. The maintenance discussion will cover everything from capacity to feedback loops. This is not meant to be an exhaustive checklist, it IS meant to get the conversation started.

Onboarding Groups and Applications

Groups

Typically, every organizational unit will not go live in the first release. Even if you did decide to boil the ocean, your company will likely make some acquisitions in the future, giving you new groups to onboard. The odds are that you want to create a distributed knowledge practice to enable these unit’s knowledge practices (as opposed to serving as their knowledge practice). This means that whatever type of group you are trying to onboard the challenges will be similar, and will have to address the following questions (amongst others):

What is the strategy for the content?

Your platform needs to offer mechanisms for content migration AND crawling. Some organizational knowledge is where it should reside and crawling it will allow you to surface that knowledge without moving it. Migration requires an easy-to-use tool and a clear set of expectations and instructions for teams that want to have their content migrated, thus minimizing your involvement in the process.

How will you support/change their current processes?

Discovery and capture may be a broad description of what any team should have knowledge processes around. However, the specifics of what the captured data looks like, where it is surfaced, and the entire mindset around what constitutes good content may vary greatly. Do these differences matter? What taxonomic alignment is needed, or is reasonable, to enable the best possible discovery? You will need to have a clear set of guidelines, recommendations, and expectations that address these questions. Moreover, your platform will need a technical way to address taxonomic needs of on-boarded groups. This can be as simple as finding a suitable match (Product, Platform, Version) or significant design time to integrate disparate taxonomies.

How do you educate the new group’s management and individual contributors about obtaining the most from your platform?

There is a marketing aspect to the success of your program, and the easier it is to learn about your platform’s existence and offerings; the easier it is to sell their management on moving to your platform. Additionally, training materials for all of your recommended knowledge roles, as well as, training modules that on-boarded groups can easily modify and integrate into their own required training materials will be needed.

What additional applications will require knowledge integration?

More on this in the next section.

Applications

It is important to make sure that everyone can discover the knowledge they need when and where they need it. At the same time Knowledge Management (KM) solutions are being consolidated other teams are consolidating ticketing systems, content management systems, etc. Also, though you may not know for sure where technology is heade, you can be certain you will want to add a dash of knowledge.

Whatever knowledge solution you have selected, make certain the solution's Application Programming Interfaces (API) gives access to all core features. Those APIs probably will be more closely aligned with the tool than your business requirements and coding practices, making an abstraction layer necessary to:

Make it easier for you to swap your knowledge tool out in the future (or a system that is integrated to it)

Enable you to follow your coding practices
Bundle what the tool sees as multiple requests into what integrating systems would want to see as a single request. For example: System X wants search results for a particular context and question, but in your platform this translates to resolving the context for a meaningful set of taxonomic values prior to performing the search

Typically this implies the use of a service bus or other integration platform. It’s imperative to develop a clearly defined set of services that you want to offer, paired with clear documentation on how those services are enjoyed. When, for example, a new e-commerce solution rolls in, and key knowledge elements on product pages must be shown; developers should be able to discover your services and how to work with them on their own.

Platform Maintenance

Depending on the environment, an untended garden will become madly overgrown and challenging to navigate or it will wither to nothing. The same can be true of your knowledge platform. From an IT perspective this is defined by:

A well-defined process for resolving defects as well as scheduling enhancements

Good communication lines with the business owners to keep up with expected changes on how the platform will be used

Knowing how to monitor system health

Having a clear process and trigger for scaling

From a business perspective, maintenance means having feedback loops that are actively being monitored and acted upon.

Business

At the business unit level, feedback loops around content and discovery quality are required. Your platform must offer a mechanism for capturing this feedback, acting upon it, and letting the person that left the feedback know what happened. There will also be desired actions coming out of this feedback that can only be achieved at the platform level. How to raise tickets against your system must be clearly defined along with the SLAs around those tickets.

You should proactively look for opportunities to improve your platform AND those improvements should be entered into the same ticketing system/release cycle as those coming from your business units. Everyone should have the ability to view these tickets, with the goal to decrease redundant tickets. Take advantage of the social opportunity presented here and give your community the option to vote on enhancements.

Another feedback loop comes from a robust business intelligence practice connected to your knowledge platform. Business units should easily be able to identify and respond to content gaps, issues in their workflow, determine level of utilization, and more. At the enterprise level you need to easily locate search tuning issues, groups showing lower levels of platform utilization, growing contact channels, etc. Thinking through your business intelligence needs up front is critical to knowing whether or not you have been successful.

IT

Some of the actions coming out of your feedback channels will be items that require IT involvement. Whether that is a performance concern, new service offering, UI tweak, patch, or some other issue that requires server access; having a clearly defined process around these changes assures the most stable possible environment for your end users.

Any software a company implements must be monitored and have a plan for scaling with use. This is especially in the case of KM, because there are an ever increasing number of touch points. Also, because you are building a platform that it is so easy for new teams to jump on to, your KM platform should be within one of your IT group’s top support tiers.

Summary

In summary, you will want to minimize the barriers to adoption and pay attention to the health of your system if you want a chance for successful enterprise knowledge management. Minimizing barriers to adoption means having your integration points, assets, and culture clearly defined and well publicized.

We welcome your opinions and feedback on this Blog article.

What are your experiences and challenges around driving enterprise adoption of your knowledge platform?

What resources and tools are you considering to help you move above and beyond your current capabilities?

By Chris Mengel
Chief Architect, Infogain

Embracing a Customer-Centric Future: Notes from Oracle’s First Modern Customer Experience Conference

noreply@blogger.com (Infogain) — Wed, 22 Apr 2015 18:48:00 +0000

The Infogain Knowledge Management Team, along with approximately 3,000 attendees from around the world met at the Venetian in Las Vegas on March 31^st for Oracle’s first ever Modern CX Conference. The Modern Service Experience was one of four conferences, including Commerce, Sales, and Marketing hosted concurrently by Oracle. Customer experience thought leaders, top analysts and Oracle customers shared their unique stories about how they successfully transformed their businesses by providing a modern service experience with Oracle technologies.

Oracle elaborated on their vision for the CX Cloud suite of products and how, with information, the customer has become more powerful. Daniel Pink, the bestselling author described how the paradigm has shifted from “buyer beware” to “seller beware.” He explained, “We live in a world with easy access to information, endless choices, and many ways for customers to talk back.”

The Customer-Centric Future

Excellent, forward-thinking Keynote presentations by Oracle CEO Mike Hurd, Daniel Pink, bestselling author, Brian Curran, VP Customer Experience and Strategy for Oracle and Becky Ploeger, VP of Digital Commerce Customer of Kohl’s further highlighted how the era of customer service is experiencing a dramatic transformation. Organizations that embrace the customer-centric organization will have a chance to survive longer. To drive home this point, Hurd explained that since 1990, 70% of companies were out of business due to bankruptcies, mergers or acquisitions. This trend has continued in the past 15 years. He noted that since 2000, 50% of Fortune 500 companies no longer exist. The CEO of today ponders what it will take to keep their jobs alive and sustainable and retain customer loyalty.

According to Emily Creech, author of Oracle’s Blog, dated 9 April 2015, Hurd further commented, “Companies can no longer survive with fragmented sales and marketing processes—they need to integrate siloed processes to deliver a holistic customer experience. This is often complicated by legacy systems. “The average legacy application in use today by corporate America is 21 years old.” As a result, customers receive a fragmented, inconsistent experience and it’s affecting the bottom-line. Eighty-nine percent of consumers switch to a competitor after a poor experience, but the fact that 86% of customers are willing to pay more for a better experience proves how important the customer experience really is.” Oracle is in the business of serving customers and meeting their needs, by their suite of cloud solutions, acquisitions and R&D investments. Infogain, a longtime partner of Oracle is committed to the customer-centric organization with a mobility platform that is a complement to the cloud-based solution.

Infogain’s Mobile Phone Omni-Channel Strategy Complements the Cloud

Infogain’s Mobile Phone supports and enables services through multiple channels of phone, Email, Chat, Web and Social Media. Integrating Infogain’s mobile phone solution with Oracle’s cloud-based system enables self-service through multiple channels. Clients will receive multi-media content, use social platforms and collaborate with private communities, such as Jive. The client will be able to interact with CRM to open customer cases or order products or services. Additionally, the mobile solution provides instant notifications, scheduled call-backs, providing an electronic identity. Contact KnowledgeSolutions@Infogain.com for more information.

Infogain & Oracle, Your Partners for the future

At Infogain, we’ve completed over 45 OKM implementations worldwide and we have witnessed our clients experience greater customer loyalty and true cost savings with each project. Our clients continue to report improvements due to Oracle Knowledge implementation at their company. With world’s largest team of OKM experts, we have deployed OKM at Fortune 500 companies all over the world. Our end-to-end Oracle Knowledge services include implementation, integration and customization, upgrades and production lifecycle services.

Visit www.infogain.com to learn how you can harness the power of your organization’s knowledge content. Join Oracle and Infogain and embrace your “customer-centric” future. Also, make plans to attend the next Oracle Modern CX Conference.

By Cathy Chandhok

Director, Marketing and International Sales

Resources:

Creech, Emily. Oracle Customer Experience Blog, “The Modern Customer Experience Conference Keynotes,” 9 April, 2015 [https://blogs.oracle.com/cx/entry/the_modern_customer_experience_conferences]

Leggett, Kate, Blog, Forrester, guest post by Fraser Tibbetts, “Oracle Aims to Put the Customer at the Core of the Oracle CX Cloud, 7 April 2015 [http://blogs.forrester.com/kate_leggett/15-04-07-oracle_aims_to_put_the_customer_at_the_core_of_the_oracle_cx_cloud]

Infogain & Oracle: A Partnership Committed to Helping Healthcare Providers Reduce Costs and Increase ROI

noreply@blogger.com (Infogain) — Thu, 09 Apr 2015 18:51:00 +0000

In a Forbes Magazine Article from 2012, contributor Lisa Quast writes that “Fortune 500 companies lose roughly $31.5 billion a year by failing to share knowledge.” While that figure is several years old, it is still astounding and continues to multiply with the Affordable Care Act and changing HIPAA regulations.

As the healthcare industry business models continues to evolve, customer service organizations at healthcare payers are challenged to control internal costs, keep up-to-date with changing regulations and make sure call center agents are providing fast, accurate and efficient services to subscriber members. One solution that has proved successful is the combined services of Infogain and the Oracle Knowledge Management (OKM) System.

“Oracle Knowledge Management is the process by which knowledge is identified, accessed, enhanced, and protected through the use of advanced technology, user friendly portals, and the development of a culture of openness, sharing, and collaboration,” as defined by the Oracle Knowledge Management User’s Guide. Infogain clients that use this system formerly had knowledge content scattered in various formats (i.e. databases, paper, presentations, etc.). Oracle Knowledge harnesses this information into one single source.

For example, during a recent visit with an Infogain client, we observed a situation where a document was created in one system and then copied into three other different systems. Obviously, this was an inevitable point of failure since those systems can quickly get out of sync. The problem can become even more critical for documents like rate and provider tables where accuracy is crucial. Customers of OKM have used it to fully federate their search and content experience. This means that if you have policy documents in one system because it is authored and maintained by Team A, and you have some support articles in another system managed by Team B, and more procedures sitting in a third location, OKM allows full control all content in one, centralized place, with the option to search all of those documents.

The Oracle Knowledge Management team at Infogain is pleased to offer a system that can be fully integrated with any customer support technology system, including Siebel, RightNow, SalesForce, Remedy and other custom support applications. Dramatically Improved knowledge access has led to Infogain clients achieving the following:

Increased answer accuracy by as much as 58%
Increased agent productivity with relevance of information retrieved from 22% to 90%
Legal and regulatory cost savings because both members and agents have the ability to track plans, costs, and geographical differences in order to stay in compliance
Reduction in training time for Insurance contact agents by as much as 25%
Reduced average agent response time by as much as 30% for certain customers
Savings of between $3.5 M and $5 M per year through the use of the OKM web self-service portal

Infogain has world’s largest team of OKM experts. We have successfully deployed OKM at two major healthcare providers with thousands of member subscribers and call center agents. Our end-to-end Oracle Knowledge services include implementation, integration and customization, upgrades and Production Lifecycle Services. Contact us today to learn more.

By Cathy Chandhok

Director, Marketing and International Sales

Sources:

Quast, Lisa. Forbes Magazine. Web. 20 August 2012. “Why Knowledge Management is important to the success of your company.” [http://www.forbes.com/sites/lisaquast/2012/08/20/why-knowledge-management-is-important-to-the-success-of-your-company/]
Oracle Knowledge Management User’s Guide. Release 12.1. n.d. [https://docs.oracle.com/cd/E18727_01/doc.121/e18040/T257886T257902.htm]

Infogain Sponsors Oracle Industry Connect 2015 in Washington DC

noreply@blogger.com (Infogain) — Fri, 27 Mar 2015 18:59:00 +0000

In the retail industry, the quote: “The only thing that is constant is change,” by Greek Philosopher Heraclitus of Ephesus is certainly true today. Consumers expect and demand more, while the methods of reaching them through various channels, technologies and mobile devices are evolving at an astounding pace. To address this rapidly changing environment, Oracle invited retail industry thought leaders and experts to Washington DC for Oracle Industry Connect, March 25-26, 2015. The conference includes many different industries (Communications, Education & Research, Energy, Financial Services & Insurance, Hospitality, Life Sciences & Healthcare, Primavera, Retail) being held concurrently in venues around DC. Please visit their website to read more details: https://www.oracle.com/oracleindustryconnect/index.html.

The conference’s program for Retail theme is “Enabling the Commerce Anywhere Experience,” and showcases more than 30 successful retailers sharing their inspiring stories of transformation, including the challenges they face, and their strategies for overcoming them. In addition to featured Keynote Speaker Condoleeza Rice, there will be sessions on the Oracle Retail Roadmap, the recent MICROS acquisition and valuable Infogain networking opportunities.

Infogain, a Silver Sponsor, hosted a networking lunch and sponsored a roundtable at the Washington Hilton on Thursday, March 26^th. Attendees participating in the Infogain Roundtable learned how the e2e Oracle Merchandising Suite is maximizing value and speed with pre-packaged, optimized and hosted implementations with Infogain. After networking with Ray Allen, VP and General Manager of Infogain’s Retail Practice, they gained insights into how Infogain’s retail clients have accomplished impressive business objectives including:

Increased Return on Investment - 30% Lower
Faster Time to Market - 50% Less Time
Less Training – Single Centralized Unified Console
Reduction in Inventory by 25%
Reduction in Markdowns by up to 20%

An Oracle Gold Partner, Infogain’s customizable solutions developed on the Oracle platform combined with our expertise helps the enterprise become a leader in the fast-paced world of retail. This event presents valuable networking and educational opportunities to all that attend. If you are unable to attend this year, you may consider adding it to your calendar for 2016. For more information about Infogain’s Retail practice, visit our website at www.infogain.com.

By Cathy Chandhok

Director, Marketing and International Sales

Talk to Infogain at Mitchell International’s Property & Casualty Conference March 23 – 25, 2015, Carlsbad, California

noreply@blogger.com (Infogain) — Wed, 25 Mar 2015 17:20:00 +0000

Infogain is proud to be a Gold Sponsor for Mitchell International’s P&C Conference held in Carlsbad, California. In addition to Infogain’s insurance clients, the popular 2-day conference attracts hundreds of auto physical damage, auto casualty and workers’ compensation claims experts from around the world. Attendees learn about the latest marketing trends and new technologies to help improve their business processes and outcomes.

Infogain has a longstanding relationship with Mitchell, having served as a premium P&C product development partner for over a decade. In this role, Infogain has facilitated the adoption of industry best practices with modern technologies that provide the most comprehensive solutions for End-to-End (E2E) claims modernization, transformations & management.

According to Infogain’s Director of Client Services, Girish Kannalli, the successful partnership with Mitchell demonstrates Infogain's wealth of experience in the insurance industry. “We have joint working teams in all of Mitchell's major product areas, including Auto Physical Damage, Auto Casualty and Worker's Compensation. Infogain is committed to our shared passion for developing technology solutions that consistently align with Mitchell's overall mission and values.”

At the conference, Infogain’s insurance team will discuss Infogain's end-to-end claims modernization, transformation and management solution capabilities with attendees. For registration information, visit the event website at http://www.mitchell.com/pcc/2015/.

In addition to networking with a variety of P&C experts and influencers, attendees will learn how Infogain’s expertise can transform claims processes from a transaction-based to a value-driven business process that facilitates productivity, performance and profitability. Infogain insurance clients receive many solutions, including:

Claims Modernization
Knowledge Management
Insurance Analytics
Mobility & Digital Technologies
Integration Solutions
Independent Testing

With 300 Infogain CPCU/INS/LOMA certified professionals, Infogain’s expertise helps insurers integrate claims with other vital business processes, such as policy administration, in order to further improve efficiency and the customer experience. Our expertise in mobility and digital technologies enables organizations to leverage a once-in-a-generation opportunity to reduce costs and foster new streams of profitable revenue growth.

Make plans to attend the conference and talk to Infogain about transforming claims that achieve operational efficiency gains and optimize pure loss expenditures.

By Cathy Chandhok
Director, Marketing and International Sales

Is Your Claims Processing Department Still Operating “Like it’s 1999?”

noreply@blogger.com (Infogain) — Fri, 06 Mar 2015 19:59:00 +0000

While the year on the calendar clearly says 2015, many insurers still operate with antiquated claims processes and Legacy systems environments. In the era of “smart” phones and tablets, this is a disservice to your customers (Policyholders) and the professionals within your company that work with these older and disjointed systems on a daily basis.

Claims management is the foundation of the insurance business and having an older, slower system could lead to claims leakages. These leakages have caused carriers to lose millions of dollars due to their slow and inefficient processes. If you want to prevent leakage and increase customer satisfaction, you can improve speed and accuracy with a modern system that has all the latest functionality and features.

The customizable, quicker install and more affordable alternative to Guidewire™

Many property and casualty Insurance carriers have engaged Infogain to implement a web-based Claim Management System that is an affordable alternative to Guidewire™. Our end-to-end solution begins at First Notice of Loss (FNOL) through integrated operational reporting. The customizable Infogain CM solution is a stand-alone product that can be integrated with Legacy Systems and third-party applications.

Infogain leverages pre-built components for multiple functionalities using JAVA technology. In addition to getting the project completed faster (typically a 12-month project) and at a lower cost, our clients achieve:

Highly cost-effective and robust solution
Faster and more efficient claims processing and settlements
Improved customer satisfaction levels
Greater productivity with a more powerful user experience
Reduced claims processing costs
Adherence to standards and regulations
Customizable and flexible solution

Infogain – Premier implementation partner for claims management

The global insurance industry faces many challenges due to extensive competition, regulatory compliances and high customer expectations of quick processing of policy and claims.

Infogain has over 10 years of experience in the property and casualty insurance industries, helping insurance carriers improve operations, reduce cost of development and improve quality and efficiency. With over 300 Infogain CPCU/INS/LOMA certified professionals, we have the expertise our clients demand. We are proud that during recent quarters our clients gave us an approximate 4.4 rating out of a 5 point scale for customer satisfaction. We have efficient and effective distribution channels with real-time information exchange and a global presence that extends from the USA, to Europe and the Middle East.

Make 2015 the year your company moves the leap from the 1999 era to 2015. Schedule a demo with Infogain’s insurance experts today.

By Cathy Chandhok
Director, Marketing and International Sales

Infogain is Proud to Announce Our ISO 27001:2013 Certification

noreply@blogger.com (Infogain) — Wed, 25 Feb 2015 20:06:00 +0000

Since the early years when our company was established in Silicon Valley, Infogain has enjoyed successful and long lasting relationships with our clients and partners. As the digital world increasingly evolves with newer technologies such as the Cloud, we knew it was the right time to invest in the security of our client’s intellectual data. This investment is robust, offering a comprehensive list of security standards.

By achieving certification, Infogain has reinforced its commitment to internationally recognized security management for its customers and stakeholders. The ISO 27001 certification demonstrates that organizations have established a framework to their business operations that helps identify, manage, and reduce risks related to information security.

The ISO Certification standard requires Infogain to:

Design and implement information security controls and other forms of risk management to address company and architecture security risks
Monitor and review information security risks, taking into consideration the potential impact of threats and vulnerabilities

Maintain and improve the risk management process on an continuing basis in order to ensure that the information security controls meet Infogain’s information security goals

Infogain was awarded the certification upon the completion of numerous detailed and extensive audits, performed by TUV NORD, an industry leader in Information Security Management (ISMS) and fully accredited by The International Organization for Standardization. Certification ensures that the best practices of Infogain’s organization will be documented, reinforced and improved continuously with time.

Infogain must maintain and manage a rigorous security program that defines management responsibilities and requires internal audits and reviews for recertification. The Information Security Management System (ISMS) required under this standard specifies how Infogain will manage security across the entire spectrum of the company’s internal processes, for example:

Access ID’s
Encryption
Firewalls
Human resource / Background checks, Security Trainings ,etc.
Asset Management
Communication Security (Network security Management & Information transfer)
Operations security (Vulnerability Management , Malware protections, Event Logging & Monitoring)
Password Management
Physical and environment security ( Visitor management , Access cards, secured areas , material movement, secure disposal and reuse equipments like sprinklers, smoke detectors, Fire drill & Evacuation.)
Physical Security (Perimeter Security/CCTV monitoring/required access to certain zones)
Security policies & controls for mobile devices, work-from-home, laptops
Virus protection
Incident Management
Business Continuity Management

This certification reinforces our commitment to our clients and partners that Infogain has achieved the highest standards for security and privacy of their intellectual data. Operationally, the improved security measures for the Noida development centers demonstrate that security is a top priority for Infogain.

By Eddie Chandhok

Chief Information Security Officer

The Power of Enterprise Knowledge Management

noreply@blogger.com (Infogain) — Wed, 28 Jan 2015 17:48:00 +0000

Mere centuries ago, English author, courtier and philosopher Sir Francis Bacon coined the popular phrase “knowledge is power.” That phrase can certainly parallel the power of harnessing your company’s knowledge content, by enabling your call center agents to provide your customers with the specific answer they are seeking in a timely manner. One proven way to empower your call center agents and customers is by utilizing the power of Oracle’s Knowledge Management (OKM) and the end-to-end implementation services of Infogain.

Many consumers use a variety of methods to contact customer service, with the Web at the top of the list. According to an online paper from Oracle, titled Benefits of Web Self Service, most companies are not doing enough to improve their Web and social support sites and guide their customers to self-service options that fit their needs. “Empowering consumers to serve themselves online not only increases customer satisfaction, but reduces support costs by more than 50x—the average support call costs $5.50 versus $.10 for a Web interaction.” That is an amazing return on investment!

At Infogain, we’ve completed over 45 OKM implementations worldwide and we have witnessed our clients experience greater customer loyalty and true cost savings with each project. Our clients continue to report improvements due to Oracle Knowledge implementation at their company, including:

Up to 58% increase in search accuracy leading to increased productivity
Up to a 25% reduction in agent training time leading to higher user satisfaction
Up to 30% reduction in average call handling time
Savings from call deflection through the use of the OKM web self-service portal
Valuable insight into customer behavior
Maximized cross-sell and up-sell opportunities
The value of having Infogain as a hosted partner
Reduction in legal and regulatory costs and exposure
Higher CSAT scores
Powerful analytical reporting by review, channels, categories, search topics, user segments and teams (OKM Contact Deflection feature)

We encourage you to invest in a smart Enterprise Knowledge Management Solution such as Oracle Knowledge that will pay for itself in greater customer loyalty, lower call center agent turnover and dramatically lower cost savings.

Infogain has the world’s largest team of OKM experts and we have successfully deployed OKM at Fortune 500 companies all over the world. Our end-to-end Oracle Knowledge services include implementation, integration and customization, upgrades and production lifecycle services. Visit www.infogain.com to learn how you can harness the power of your organization’s knowledge content.

By Cathy Chandhok
Director, Marketing and International Sales

Resources:

Bacon, Francis (1561 – 1626), ([http://www.quotationspage.com/quote/2060.html]

Oracle Service Cloud, “Benefits of Web Self Service”
[http://www.oracle.com/us/products/applications/web-self-service-1897186.pdf]

Meet us in New York! Talk to Infogain Retail Experts at The NRF BIG Show and EXPO, January 11-14, 2015

noreply@blogger.com (Infogain) — Wed, 07 Jan 2015 19:16:00 +0000

By Cathy Chandhok, Director of Marketing

For our retail clients, the beautiful and renowned Jacob K. Javits Center in New York City is the place to be in January to learn and to be inspired and dazzled with the latest retail technologies. The weather forecast may be cold and snowy, but that does not deter the estimated 30,000 retail professionals from around the world who will all converge at Retail’s BIG Show and EXPO 2015 from January 11 through the 14^th. This year, the National Retail Federation added an extra EXPO day. Perhaps they added the extra day, so that attendees could have more time to peruse the 550 exhibitors, located in over 200,000 square feet of EXPO space? The extra day will certainly allow for more opportunities for attendees to meet exhibitors.

According to the website (http://bigshow15.nrf.com/about) “Retail's BIG Show offers unparalleled education, collegial networking, and an enormous EXPO Hall full of technologies and solutions. After more than a century, Retail's BIG Show is still the place - the only place - where you can see and experience all things Retail. It is truly one-stop-shopping for industry professionals from the around the world.” We couldn’t agree more.

Our Infogain Retail Team will travel from Austin, Texas and Infogain headquarters in Las Gatos, California and Noida, India to join the Oracle Retail team in Booth #2521. An Oracle Gold Partner, Infogain has collaborated with Oracle for many years, completing more than 20 Oracle software implementations in companies around the world. The retail team is excited to debut the new Infogain-Oracle Retail End-to-End Solution that has proven significant savings to our mid-sized retailers clients with their Oracle investments. What if you could receive a best-in-class Oracle solution in half the time and at half the price? Our retail team is excited to tell you how this can be accomplished within your organizations systems.

Meet us in New York! Let me tell you how:

1) Start by registering for the EXPO on the NRF website with your free pass from Infogain (Invitation Code E2494) http://registration.experientevent.com/showNRF151/default.aspx?Flowcode=ATT

With a limited number of free passes available, we encourage you to register soon.

2) Before you arrive, research your top 5-10 exhibitors to meet, including Infogain and Oracle. Our retail team will join Oracle Retail at Booth #2521.

3) Save time and request a meeting with Infogain’s Retail Team by email at retailservices@infogain.com,or call us at (408) 355-6000.

4) If we have your appointment already scheduled, then you will receive our full attention. Attendees that schedule a meeting will receive:

· A 30-minute conversation with our retail executives

· An evaluation and assessment of your current systems

· An analysis of how our retail packaged services are pre-integrated and contained within one system of record accessible through a single entry point

See You Soon

Our Infogain Retail Team is looking forward to the excitement and energy of Retail’s BIG Show 2015. We hope you will consider dropping by to chat with them at booth #2521. Don’t forget to request a meeting, so that they can guarantee a productive 30-minute conversation that could be the first step in increasing gross margins and improving ROI for your company.

We wish you and your colleague’s safe and warm travels to New York for the 104^th NRF BIG Show and EXPO 2015. We can’t wait to meet you.

Infogain Takes the Lead with an Amazing Start to Fiscal Year 2015

noreply@blogger.com (Infogain) — Mon, 22 Dec 2014 09:20:00 +0000

During our Fiscal Year 2015, which started in July of 2014, Infogain has achieved record high revenues and strong growth by top accounts. We have also acquired several new business accounts in the retail, financial, high tech and telecommunication industries, among others.

Operationally, Infogain continues to maintain strong and stable performance with an increase in billable headcount and utilization rates that continue to hold steady. These indicators point to sustained strong growth and stable management of Infogain deliverables.

Recently, the company participated at Oracle Open World 2014, one of several key events and sponsorships scheduled throughout the year. Our presence included a booth at the prestigious Oracle CX venue, intermingled with product demos of Oracle RightNow, Oracle Knowledge, and other technologies supporting a best-in-class customer service environment.

Infogain’s Strategic Business Units (SBUs) continue to thrive with many exciting opportunities:

Retail: The retail SBU is excited to offer global retailers a new End2End “Best of Oracle” solution that reduces time-to-market and overall costs enabling them to improve customer experience and profitability. This solution empowers the mid-sized retailer to provide commerce anywhere in an efficient, targeted, and profitable manner.

High Tech: High Tech is defining the ideal customer service environment by leveraging a confluence of CRM, knowledge, social, omni-channel and mobility.

Insurance: This SBU has exceeded all of its fiscal goals for the first quarter, achieving strong growth and other accomplishments. Our partner relationship with Mitchell remains strong, with involvement in new initiatives at end clients.

International: Driven by major business expansions, the International SBU anticipates team size growth to increase significantly. This growth is achieved by consistently high quality delivery of Oracle EBS and software development services.

Fiscal Year 2015 has started anew with outstanding progress and Infogain teams excelling at working cohesively, sharing resources and best practices that continue to improve the value we deliver to our clients. President and CEO Kapil Nanda addressed all Infogainers when he said, “I have firm confidence that we have the right teams in place to reach our goals. I remain appreciative of the daily contributions from every Infogainer, both on the job and with our clients.”

By: Cathy Chandhok, Director of International Marketing

Enterprise Mobility

noreply@blogger.com (Infogain) — Wed, 16 Apr 2014 04:23:00 +0000

Mobile devices have been around for more than a decade now. In the beginning, they primarily provided the functionality of telephony, as well as contact, email and calendar management. Soon after, these devices started offering access to the worldwide web. Even at that time, it was felt that they would become pervasive within the enterprise and would be used by the workforce in multiple ways. However, this did not happen in a significant way for many years.

Blackberry was the first mobile device to penetrate the enterprise to any real extent, but employees used it primarily for email and calendaring capabilities.With the advent of Apple’s iPhone and Google’s Android platforms, the landscape is changing. These devices have rapidly started becoming pervasive in enterprise communications. This article explains the reasons for the quick entry of mobile devices into the business environment and the factors that enterprises are considering while incorporating a broad spectrum of mobility capabilities into the workplace.

When mobile devices were initially introduced, carriers like AT&T, Verizon, T-Mobile and others made a significant investment in infrastructure for providing the cellular phone service. The devices were provided by non-computer electronics companies like Motorola, Nokia, Samsung, and others. They had a mix of proprietary operating systems including Symbian, Windows Mobile, and Palm OS, which, in turn, came with development tools that were hard to use. These early mobile devices also used other mechanisms like BREW, J2ME for enabling application developers to write applications for these devices.

Considering that the carriers owned the subscribers and they had made huge initial investments, they called the shots in terms of what applications, ring tones, and phone options were provided to the users of these devices. The carriers controlled email by putting their own email servers in between enterprise email servers and the user. The carriers controlled which web sites users could access by showing a limited set of menus when users tried to access the web. The carriers also had control over which applications users could download onto their devices. In fact, the carriers also dictated what the device manufacturer was allowed to pre-load onto any device that was offered by that carrier to its customers.

In addition, software developers had to establish a business relationship with the carriers before they could make their applications available on the devices offered by that carrier. As a result, independent software development vendors (ISVs) did not develop many applications for these devices since the carriers are large companies and it is time consuming and cumbersome for small ISVs to establish relationships with them. There were a limited number of ISVs that came into existence (such as Antenna software, Mobilieum, Rocket Mobile and others); and these companies struggled to grow for the above reasons. Blackberry was able to break this model. It gradually established that it handles emails extremely well and that it has much better reliability than what most carriers offered through their own email servers. Therefore, the carriers had to cede control of email specifically for Blackberry devices. The email to Blackberry devices is handled either by RIM, the manufacturer of the device, or by individual enterprises who install a Blackberry server within the enterprise.

The real change in this carrier-controlled model happened with the advent of the iPhone. Apple had established a strong brand name and credibility that whatever it designs is always the best in its class. With that credibility, Apple introduced the iPhone as a device that can handle phone, email, calendar, Internet browsing, native applications, music, videos and more. The device was immediately adopted by iPod users as they saw the benefits of merging their music and phone into a single device. As a bonus, these users got unlimited access to the world-wide web in the same way as they did on their desktops. With the iPhone, irrespective of the carrier, the user is able to browse to any URL.

Apple also designed the iPhone with business users in mind. Even in its first generation phone, Apple had a rich set of built-in security mechanisms such as SSL, Digital certificates, VPN, etc. In addition, they offered their distribution channel—Apple App Store—directly to developers and ISVs who could register their applications in the Apple App store by just signing up for the developers partnership and getting their applications approved by Apple. Yes, this mechanism is also a control in a way, but they needed to ensure a level of scrutiny of the applications in terms of standard development techniques, suitability of the application for the general public etc. Apple made sure that the process was simple. The developer studio license and Apple’s application approval process is straight forward and can be completed by even a single person development house without any hurdles. In addition, Apple kept the subscription fees for the program and access to the development tools very nominal. The development tools are easy to install and use and developers could develop their first native applications within a one- or two-week learning period.

The result was an influx of new applications into the Apple App store. The number of mobile application development companies grew multifold across the world. The phenomenon was repeated with the introduction of Google’s Android platform. By the time the Android platform was introduced, the carriers had already ceded control to the operating system/device company. Android has the backing of Google – another company with high brand equity. The primary difference between Google’s strategy and Apple’s is that in the case of Google’s Android, the operating system is offered to multiple device manufacturers who are encouraged to create a variety of mobile devices that leverage the capabilities of the Android mobile operating system. It is easy to develop and distribute applications on Android devices in similar fashion as with the iPhone platform. Android also has a similar application marketplace for users to download these Android applications.

With the success of the iPhone and Android platforms, consumer interest in smart phones has expanded and the market is consolidating around these two platforms. Given that these devices offer an easy to use mobile application platform as well as security capabilities required before the devices can be connected to enterprise systems, these devices also started entering into businesses in a rapid way. This posed a challenge for the enterprise IT as they had not defined the business processes for preparing, distributing, and managing these devices. IT enterprises usually have standard laptops that they give to their employees and there are standard policies and platforms to distribute and manage the laptops. However, mobile devices are different types of devices and require a different way to manage them. IT enterprises are therefore scrambling to put together the infrastructure and plans for mobile devices.

There are companies like Sybase, Antenna software etc. who offer platforms to make this job easier, though they are still evolving.

With the incorporation of security and access controls, the availability of mobile device management software, and the sheer prevalence of mobiles phones and productivity benefits of a mobile-enabled workforce, enterprise mobility is becoming a reality. Within the next 1 to 2 years, the enterprise will learn to manage these devices as a standard part of their IT architectures, and will develop a plethora of mobile applications to provide access to their backend systems.

A mobile workforce holds promise for direct and indirect business benefits:

· increased employee productivity

· greater customer satisfaction and loyalty

· streamlined business processes for lower overall costs of ownership

· real-time connections within the enterprise and beyond, with customers and partners

· more flexible work schedules leading to greater employee loyalty and satisfaction

We have worked with customers across industries to incorporate mobility solutions into their infrastructures to both enable greater productivity of the workforce who can access their applications at any time, from any place; and to extend their reach to customers via the mobile channel. The benefits are clear and the opportunity is tremendous. It’s only a matter of time before mobile-based transactions will be considered part and parcel to a business ongoing success.

For more information, please see Infogain’s Mobile Point of Service and Mobile Stores solutions.

noreply@blogger.com (Infogain) — Fri, 11 Apr 2014 05:27:00 +0000

Leveraging Remote-Support for Application Management

Aashu is currently working as Head of Application Management and Testing Practice in Infogain. He has more than 20 years of IT experience. Aashu is an Electronics Engineering Graduate; he holds a Masters in Business Administration (MBA); and he is a PMI-certified Project Manager. During his 7+ years tenure in TCS, he developed and implemented IT solutions for several leading international banks. At Infogain, he has led several engagements in the Application Management and Testing domains for US-based organizations.
Remote-support technology is a proven way to increase agent productivity by empowering them with the ability to access a device directly for more accurate troubleshooting without leaving their desks. Even companies with successful knowledge-base implementations and highly trained agents can find a significant return on investment (ROI) for a remote-support project.

Remote-support technology can give you the following benefits:

Reducing call-handling time. Case studies from successful remote-support implementations show that with an agent in the driver’s seat, incident-handling time can be lowered by as much as 50 percent for certain incidents. As technology becomes more complex, walking novice customers through recovery procedures or checking detailed settings can take time and increase customer frustration. With the agent free to take control of the machine, perform needed procedures and check settings, much less time is spent actually resolving the issue.

Increasing first-interaction closure rates. When agents are able to instantly “see” error situations first-hand and check the system environment remotely, problems can be identified and resolved immediately, avoiding multiple calls or email communication to gather additional information.

Deflecting phone interactions. Allowing customers to communicate effectively via their channel of choice is key to increasing satisfaction. Remote support offers the same capabilities via a Web chat/collaboration session as a phone call, allowing customers to remain in their channel of choice for the entire problem-resolution session.

Remote-support technologies should be a standard component of all application management solutions. Remote-support leads to higher customer satisfaction and reduces cost for the application management service provider.

Field Service Hubs: A winning strategy for SMB Field Service

noreply@blogger.com (Infogain) — Wed, 10 Apr 2013 18:31:00 +0000

With continuing cloud computing innovation, there is an increasing opportunity for Field Service Hubs to assist SMB service providers to manage the processes and enable them to focus on what they do best – delivering superior customer service. Field service Hubs can be leveraged to create standalone businesses or they can provide an opportunity for existing vendors to expand service offerings or provide complementary services for core businesses. Field Service Hubs success as a hub depends on overcoming the key challenges of getting the right service agent to the right place at the right time.

Key Benefits includes:

Cloud based service solutions (e.g. Service Max, Salesforce. com’s Service Cloud) eliminate the need to make large upfront technology investments.

A hub could provide a single repository of the capabilities of many field service organizations, enabling cross-selling services from complementary local solutions.

The ability to leverage field service SMBs enables vendors to flex capacity to meet seasonal demand fluctuations or expand service territories without the heavy fixed cost of creating a local field service organization.

Cloud based service solutions (e.g. Service Max, Salesforce.com, Service Cloud) maintain customer contact information, including details of their service entitlement.

For more information on Field Service Hubs, please download our latest white paper from:
http://www.infogain.com/resource-center/casestudy_registration.jsp?sectionId=1&dispId=166

Infogain’s Oracle knowledge integration with Siebel CRM

noreply@blogger.com (Infogain) — Mon, 04 Feb 2013 10:00:00 +0000

Infogain’s Oracle knowledge integration with Siebel gives users opportunity to maximize their agents productivity. Siebel users have the advantage of unified case and knowledge management through seamless integration with Oracle Knowledge enabling them to tackle the problem at its source to ensure that the customers get accurate information quickly and every time. Infogain is uniquely qualified to help you integrate knowledge management into your contact center. Siebel users maximize agent efficiency and deliver unprecedented levels of customer service in their contact centers by integrating Oracle Knowledge. Infogain can help you implement Oracle Knowledge in your Siebel environment quickly and customize the solution to meet your objectives

Key Benefits include:

Reduced research and response times
Increased resolution accuracy
Superior levels of customer service
Ability to manage peak call times more easily

Infogain’s Application Management Services

noreply@blogger.com (Infogain) — Tue, 20 Nov 2012 11:39:00 +0000

Infogain’s Application Management Services (AMS) increase the return on application investments and improve IT organization effectiveness freeing IT resources to focus on business priorities. Beginning with an assessment of your needs AMS delivers support throughout the application lifecycle including application , DBA support, application maintenance and systems monitoring. Infogain’s unique engagement-long proactive support model significantly reduces the number of problems reported by clients and produces sustained improvements in user experience.

Application Management Services include:

Application Support includes functional integration, DBA and technical support services designed to meet your specific needs. Infogain’s global support team handles multi-channel requests and provides around-the-clock coverage. Application Support delivers a full range of metrics backed by well-defined Service Level Agreements.
Proactive Monitoring is the best way to fix a problem – by preventing it from occurring in the first place. This service monitors your applications and databases. Monitoring will also detect system errors and performance anomalies before they develop into serious problems.
Application Maintenance ensures that applications are running on the most effective application software versions. This service manages bug fixes, minor enhancements and patch releases including periodic planned releases. Infogain oversees a joint change management request process with your team minimizing problems and inconvenience to your users.
Application Optimization improves application efficiency and removes gaps between application functionality and business processes. Infogain will enhance and tune your applications to optimize performance. Your business benefits from improved process automation and increased value.

Key deliverables of Infogain’s AMS assessment are three-fold:

A set of recommendations for moving to a higher IT Infrastructure Library framework-based maturity model
A roadmap to implement these recommendations
The cost model

For more information on Infogain’s Application Management Services visit: http://www.infogain.com/application-management/services.html

Infogain's Salesforce Services

noreply@blogger.com (Infogain) — Tue, 09 Oct 2012 08:30:00 +0000

Infogain helps organizations transform their CRM and customer support operations using Salesforce Sales Cloud and Salesforce Service Cloud. By transitioning to the cloud, businesses can leverage next generation capabilities to build a stronger customer experience, increase customer and agent satisfaction levels and at the same time reduce costs. With experienced CIOs in its practice leadership and 20 years of strong CRM experience and objective insight, Infogain helps its clients "get there smarter and faster".

Infogain provides its clients full spectrum of Salesforce services, including:

Enterprise IT Assessment and Strategic Planning
Salesforce Sales Cloud and PRM Implementation
Salesforce Service Cloud Implementation
Salesforce Integration

Infogain’s Salesforce practice offers you a variety of custom solutions and accelerators to help you achieve your goals faster and more economically. With Infogain’s Salesforce accelerators you can go from “good” to “great!” with your Salesforce environment. Beat your competition by leveraging the full potential of Salesforce.

Our specialized solutions and accelerators include:

SFDC assessment
Editable forms
Custom e-signature solution
SFDC-based POS loyalty solutions

For more information on Infogain’s Salesforce services visit: http://www.infogain.com/high-tech/salesforce-services.html.

Join Infogain at Dreamforce '12

noreply@blogger.com (Infogain) — Fri, 07 Sep 2012 11:22:00 +0000

September 18-21, 2012

Moscone Center, San Francisco

http://www.infogain.com/company/events-dreamforce12.html

Infogain is pleased to announce its participation at Dreamforce 2012 conference.

Dreamforce 2012 is the cloud computing event of the year, with 70,000+ attendees expected. IT organizations everywhere are leveraging Salesforce to "de-cost" and optimize sales, customer support, and other company operations.

We invite you to meet us at booth #1524 to learn more about our Salesforce Sales Cloud and Salesforce Service Cloud services and solutions, including Infogain's Loyalty POS integration, CTI integration and our esignature solution usable on iPads, iPhones, and other portable devices. Senior members of our Salesforce Practice team will be available to show you demos of our solutions and discuss your needs. Please contact us today to schedule a meeting, or visit us at Booth #1524.

Additional Information:

Become a fan of Dreamforce on Facebook: http://www.facebook.com/dreamforce.

Follow @Dreamforce on Twitter www.twitter.com/dreamforce.

Mobile Point of Service (mPOS) Solution: Redefining Customer Experience

noreply@blogger.com (Infogain) — Wed, 01 Aug 2012 10:44:00 +0000

Infogain's Mobile Point of Service (mPOS) solution offers a compelling mobile platform with integrated peripherals, enabling store associates to move away from the registers and to handle customer purchases from any location in or near the store. The result is delighted customers and increased sales.

Mobile POS is available to both existing and new Oracle Retail customers. Mobile POS solution effectively mimics the existing POS environment and simplifies the process and adds to the efficiency, effectiveness and confidence of the instore sales associates. Infogain's mPOS solution supports the Point of Service functionality appropriate for the sales floor, including product look-up, basic CRM and line busting. Mobile POS solution has reduced walkouts and increased customer satisfaction by shortening checkout lines.

The Mobile POS solution gives store associates access to critical customer service and point of sale capabilities.

Features of Mobile POS Solution -

User authentication and security
Scan or manually enter items
Credit card payment using swipe or manual entry
Print or e-mail receipt using Infogain's eReceipt solution
Accept electronic signature on screen via finger/stylus

Benefits of Infogain's Mobile POS Solution -

Increased POS capacity without using valuable floor space
Empowered sales associates are able to serve customers, from information to checkout, from anywhere on the shop floor
Incorporates industry standards for security of data and payment information
Reduced total costs and time-to-value using the proven mPOS solution that seamlessly integrates with and extends your existing POS environment, preserving the POS upgrade path

For more information on Infogain’s Mobile POS solution please contact at retailservices@infogain.com or visit http://www.infogain.com/retail/mobile-pos.html.

Join Infogain at Oracle Retail CrossTalk 2012

noreply@blogger.com (Infogain) — Wed, 20 Jun 2012 07:08:00 +0000

Oracle Retail CrossTalk 2012: Your Experience Platform

June 26th – 28th, Swissotel, Chicago

Infogain is pleased to announce its Gold Sponsorship of Oracle's premier retail event, CrossTalk 2012, an elite gathering of retail executives from some of the world’s most innovative retailers. CrossTalk provides an excellent occasion for networking and sharing insights and best practices among retail leaders across merchandising, planning, business information and IT.

At the event, Infogain will feature a catalog of cool and effective solutions for Oracle Retail, with the flexibility to carry any size project through the ever-changing retail technology landscape. Please join the Infogain Retail team as they facilitate the Wednesday, June 27^th Affinity Luncheon at 12:15pm, to discuss the power of mobility in the retail environment. Success stories, risks, challenges, best practices and the future of mobile stores are all part of this interactive networking opportunity.

As a long-standing strategic Oracle partner, Infogain has the coolest solutions for Oracle Retail, with the flexibility to carry any size project through the ever-changing retail technology landscape. Our Oracle Retail solutions leverage our proven tools and Accelerators to deliver:

Store Systems implementation ,configuration, customization and integration
Mobile Point of Service and Web Application Integration Framework
Store Systems integration with E-Business Suite
Store Systems in the Cloud (ORPOS, CO, BO, SIM)

The CrossTalk 2012 program tracks will align to the below three imperatives that work together to help retailers create a world-class experience wherever their brands are touched :

Optimized Operations
Actionable Insight
Connected Interactions

Infogain's Retail team invites you to join them at the CrossTalk event in Chicago, IL, June 26-28, 2012. For more information or to set up a discussion with a member of Infogain's Retail team at the event, please contact RetailServices@infogain.com.

Infogain’s Oracle Knowledge Implementation

noreply@blogger.com (Infogain) — Mon, 18 Jun 2012 07:54:00 +0000

Knowledge management implementation benefits customers and agents alike. Search accuracy increases, call resolution times shorten, and users get a sense of accomplishment by adding value to the knowledge base. Call volumes decrease as customers get what they need, quickly. Our experience-based solution design includes user interface customization, information manager repository design, data dictionary development and content migration.

Infogain’s Oracle Knowledge implementation approach includes:

Requirement Analysis
Fit-gap Analysis
Configuration/Customization
Solution Design
Testing
Deployment

Oracle's knowledge management products, formerly known as InQuira, offer simple and convenient ways for users to access knowledge that was once hidden in the myriad systems, applications and databases used to store enterprise content. Infogain leverages the Oracle Knowledge application’s diverse-use architecture, which provides solution management functionality to integrate with other Oracle CRM Applications, such as Oracle iSupport, Oracle TeleService, Oracle Field Service, Oracle Depot Repair and Oracle Email Center.

For more information on Infogain's Oracle Knowledge Management Implementation, please visit: http://www.infogain.com/oracle-knowledge-management/implementation.html

Infogain’s Oracle Knowledge Management Solutions

noreply@blogger.com (Infogain) — Wed, 09 May 2012 07:20:00 +0000

Infogain's comprehensive knowledge management solutions help our customers leverage previously inaccessible data to provide intelligent, industry-knowledgeable search results. This solution features the industry's leading technologies: Oracle Knowledge for Contact Center and Oracle Knowledge for Web Self Service. It leverages in-house frameworks to accelerate implementation and seamlessly integrate with surrounding systems.

Infogain provides end to end Oracle knowledge services delivering on the promise of Oracle Knowledge applications. This includes reducing issue resolution times, reducing support costs, improving customer experience and most importantly giving you a competitive edge.

Infogain offers a full spectrum of Knowledge Management IT Solutions, including:

For more information on Infogain's Oracle Knowledge Management Solutions, please visit: http://www.infogain.com/oracle-knowledge-management/overview.html

Join Infogain at NRF 2012

noreply@blogger.com (Infogain) — Fri, 06 Jan 2012 11:11:00 +0000

National Retail Federation’s Annual Big Show: NRF 2012

Jacob K. Javits Convention Center, New York, NY – Jan 15-18, 2012

Join Infogain at NRF 2012 – the National Retail Federation’s annual convention and expo. This 101st annual event promises a plethora of opportunities for retailers to learn from industry heavyweights, to see state-of-the-art retail technology in action, and to network with thousands of industry professionals from around the world.

As an Oracle Gold sponsor, Infogain has partnered with Oracle Retail to make this year’s experience the best ever. In addition to the core NRF activities, retailers can network and meet Infogain and Oracle executives at a number of venues during the event.

To schedule a meeting at the conference, please contact us at (512) 237-7746 or by email, retailservices@infogain.com. If you cannot make it to the event but would like to meet or talk by phone, please contact us anytime.

Account Mining: Benefits

noreply@blogger.com (Infogain) — Wed, 07 Dec 2011 06:11:00 +0000

Account Mining, if executed well, can help us ‘Get more opportunities with less effort’.  It is a continuous ongoing exercise as the customer’s business priority is subject to change every quarter. Some of the benefits of the Account Mining exercise are:


-
Helps us to differentiate ‘Decision maker, Influencer and Executor’ within the client organization
-
Helps us to identify Pro, Neutral and Not Favorable executives within the client organization and subsequent actions to be taken to convert Neutral to Po and Not Favorable to either Neutral or Pro
-
Facilitates identification of new verticals and geographies to enable services extension
-
If working with a software product company (client), Account Mining helps to identify the opportunities in product development (vis‐à‐vis identifying services like new product engineering, sustaining of existing products, release engineering, quality engineering), business solutions, business integration and professional services.

-
Helps us to continuously monitor the customer business, market conditions, vertical expansion, geographical expansion, culture, political impact, business leaders’ approaches, needs, requirements and competitors’ business, their technological practice and business support; etc
-
Provides the opportunity to identify  the pain areas and provide constructive suggestions to the client
-
Helps us to identify/analyze the value additions provided to the client

Project Management – Doing the basics right

noreply@blogger.com (Infogain) — Fri, 18 Nov 2011 06:02:00 +0000

Project Management is an umbrella term for effectively handling project resources and applying the best practices learned over he period of time. Doing the basics right is the mantra. Management is just not about planning, it is more about executing the planned Plan. Let us revisit the key facets of IT project management here ‐

1.Project starts with a contract or charter with the client. If possible, managers should have visibility into the contract, so that they can better plan out the downstream activities. T&M and Fixed Bid are two common flavors of contract, both have different client expectations and suppliers involvement.

2.Project’s nature should be taken into account to formulate the implementation strategy. If required, implementation processes should be tailored as per the project’s needs, to deliver in the most efficient way.

3.Project execution strategy could be sequential or iterative, which has to be decided during the initiation phase. Project’s nature, scope and team’s capabilities are the factors which could influence the decision. The most prevalent methodologies are Waterfall and Agile.

4.Knowing the historical information of the past similar projects provides a great deal of insight into the various aspects of prject including estimations, risks, and team composition.

5.Managers should take appropriate inputs from the teams regarding the things she / he is planning. Though manager is solely accountable for planning, taking valuable inputs from the team and involving them with some planning activities makes the team more responsible and commtted. This also helps in building the team bonhomie.

6.The triple constraints (time, cost, quality) have a major impact on the project’s success. Out of the three components, quality of work is of paramount importance as cost and time constraints can be negotiated but quality is compromised very rarey. In a way, management is about delivering the quality at a particular cost and time. To ensure quality deliveries proactive measures should be taken, like Defect Prevention activities, Reviews and Trainings.

7.Scope creep has to be regularly monitored and controlled. Change Requests related to scope have to be evaluated for their impact on the other project constraints and should be communicted to all the concerned stakeholders. Most of the projects go hay wire because of scope creep and unaccounted change requests.

8.Risk Management is an iterative process and should be done regularly. Managers should be discussing risks in every team meeting and get latest inputs from the team.

End-to-End IT Systems | Services | Solutions Provider

Achieve Greater Efficiency by Exposing Knowledge into Other Applications

CRM Systems

The Rest of the Application World

Keep it Simple

Summary

Valuable Advice for Growing a Successful Enterprise Knowledge Platform

Applications

Platform Maintenance

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Embracing a Customer-Centric Future: Notes from Oracle’s First Modern Customer Experience Conference

Infogain & Oracle: A Partnership Committed to Helping Healthcare Providers Reduce Costs and Increase ROI

Infogain Sponsors Oracle Industry Connect 2015 in Washington DC

Talk to Infogain at Mitchell International’s Property & Casualty Conference March 23 – 25, 2015, Carlsbad, California

By Cathy ChandhokDirector, Marketing and International Sales

Is Your Claims Processing Department Still Operating “Like it’s 1999?”

The customizable, quicker install and more affordable alternative to Guidewire™

Infogain – Premier implementation partner for claims management

Infogain is Proud to Announce Our ISO 27001:2013 Certification

The Power of Enterprise Knowledge Management

Meet us in New York! Talk to Infogain Retail Experts at The NRF BIG Show and EXPO, January 11-14, 2015

See You Soon

Infogain Takes the Lead with an Amazing Start to Fiscal Year 2015

Enterprise Mobility

Leveraging Remote-Support for Application Management

Field Service Hubs: A winning strategy for SMB Field Service

Infogain’s Oracle knowledge integration with Siebel CRM

Key Benefits include:

Infogain’s Application Management Services

Infogain's Salesforce Services

Join Infogain at Dreamforce '12

Mobile Point of Service (mPOS) Solution: Redefining Customer Experience

Join Infogain at Oracle Retail CrossTalk 2012

Infogain’s Oracle Knowledge Implementation

Infogain’s Oracle Knowledge Management Solutions

Join Infogain at NRF 2012

Account Mining: Benefits

Project Management – Doing the basics right

By Cathy Chandhok
Director, Marketing and International Sales