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Things are becoming digital rapidly. Infosys iEngage is a digital consumer platform. Which helps retailers in the Online Domain manage their Business. This is a slightly modified version of the …

Things are becoming digital rapidly. Infosys iEngage is a digital consumer platform. Which helps retailers in the Online Domain manage their Business. This is a slightly modified version of the previous presentation.

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  • 1. Commerce for theDigital Consumer<br />www.infosys.com/iengage<br />
  • 2. $4.8 billion revenues<br />Market cap<br /> $34B<br />72 cities<br />114,000+ employees<br />30 countries<br />70 Nationalities<br />590 clients<br />Client repeat <br />rate > 97%<br />Revenue as on March 31, 2010. Rest as on June 30,2010<br />2<br />
  • 3. Infosys retail credentials<br />6 of top 10 retailers in the UK <br />4 of top 10 retailers in Europe<br />9 of top 10 retailers in North America<br />
  • 4. Online retail sales in Western Europe reached €68 billion in 2009 and are projected to grow to €114 billion by 2014. Europeans spent an annual average of €483 per person in 2009, and this amount will grow to €601 in 2014.<br />Where we are<br />Source: Forrester Research Inc.. Western European Online Retail Forecast, 2009 To 2014, March 2010 by Patti Freeman Evans, Lauriane Camus with Vikram Sehgal, Brendan McGowan<br />
  • 5. Digital consumer expectations<br />
  • 6. They are talking about your brand online<br />
  • 7. They expect great customer service<br />
  • 8. They influence ......and are influenced<br />
  • 9. They want offers on the move<br />Guides the shopper to nearest store with product in stock, or offers home delivery<br />This mobile app uses the consumer’s location and delivers suitable seasonal offers <br />
  • 10. The consumer has changed<br />Consumers are saying:<br />“Engage with me on my terms”<br />“Listen to me”<br />“Get to know me” <br />“Involve me in your brand”<br />Meanwhile you want:<br /><ul><li>Increased sales
  • 11. Increased loyalty
  • 12. Brand awareness
  • 13. Increased advocacy</li></li></ul><li>Commerce is now a very complex journey<br />Research<br />Shop<br />Buy<br />Service<br />Pickup<br />Web<br />Buy Online<br />Buy Online<br />Comparison Site<br />Chat<br />ContactCenter<br />Call to Research Accessory<br />Place Order<br />Visit Retail Store<br />In-Store<br />Local Store<br />Kiosk<br />Catalog<br />BeginCatalogOrder<br />Browse Catalog<br />MobileDevice<br />GoogleSearch<br />Product Info<br />eMail<br />Email Order <br />Confirm w/Rec<br />Social sites<br />Share Experienceon Twitter<br />Troubleshoot<br /> On Community<br />Facebook Fan Club<br />Read Reviews<br />
  • 14. Infosys iEngage™ Digital Consumer Platform<br />Strategic Partners:<br />
  • 15. Our proposition<br />Serve<br />Interact<br />Transact<br />Use personalisation, targeted promotions and cross-sells and up-sells to convert visitors, increase sales and retain customers<br />Use community, blogs and ratings and reviews to guide purchase decision and drive loyalty<br />Use click to call/chat to assist with purchase<br />Use the Customer Care portalto let customers access product support information and forums to answer each others’ questions<br />Use Customer Sales Support to assist shoppers with orders, and shared purchase/ interaction history across channels for a seamless experience<br />Use Social Analytics to listen to consumer conversations<br />Use SEO and email campaigns to draw visitors<br />Use content distribution (widgets) to build awareness<br />
  • 16. Best-in-class social media marketing<br />Social Analytics<br />Listening and responding to consumer conversations<br />Content distribution<br />Pushing and pulling content across the social web<br />Dialogue (Blogging)<br />Engaging in two-way communication with consumers <br />Community<br />Enabling consumers to connect and interact<br />Content aggregation<br />Bringing together relevant and useful enterprise content<br />Integrated into a secure, enterprise-quality platform<br />Key Modules<br />
  • 17. Who’s talking?<br />Where are they talking?<br />How much is being said?<br />What’s the sentiment?<br />When and how much are people posting?<br />Social analytics<br />
  • 18. Best-in-class eCommerce<br />Web<br />ContactCenter<br />In-Store<br />Catalog<br />MobileDevice<br />eMail<br />Multi & Cross-Channel Commerce<br />Social engagement<br />Creating, sharing, connecting<br />Mobile engagement<br />Mobile platform and services<br />Search<br />Call Center<br />Merch-andising<br />Core<br />Commerce<br />Web campaign mgmt<br />Personal-ization<br />Pre-built integrations<br />Integrations to third-party systems<br />Reporting/ Analytics<br />Split Testing<br />Customer service<br />Integration with Customer Care platform<br />
  • 19. Agility: Fast launch from a pre-configured store<br />Configurable sample store<br /><ul><li>Customer facing storefront
  • 20. Catalogue/product browsing
  • 21. Checkout and buy
  • 22. Personalisation tools
  • 23. Internationalised for global deployment</li></ul>Your unique features<br />User experience, checkout, rich media, merchant and marketing customisations<br />Integration with order fulfilment <br />Custom integration with order management, warehousing and order fulfilment processes<br />Payments processing framework<br />Secure processing of credit card transactions against merchant account through Cybersource payment partner<br />
  • 24. Core<br />The value<br />Advanced functionalities(e.g. widgets, social analytics etc.)<br />Industry reference applications & Functional scenarios<br />Customizations & related services<br />Infrastructure hosted, operated & managed by Infosys<br />Delivered in SaaS model with subscription pricing<br />
  • 25. Summary<br />Market leading software <br /><ul><li>ATG Commerce
  • 26. Jive Social Business Software</li></ul>Delivered as a service<br /><ul><li>Fast time to market
  • 27. Capex reduction
  • 28. Operational excellence</li></ul>Global delivery model<br /><ul><li>Global delivery with flexible local team
  • 29. 100,000+ employees across Europe, US and Asia</li></ul>Single accountable relationship<br /><ul><li>End-end ownership
  • 30. Financially secure organisation</li></ul>Pricing model<br /><ul><li>Subscription pricing, Pay-as-you-go model</li></li></ul><li>For more information – Contact: infosys@infosys.comLearn: www.infosys.com/iengageDiscuss: www.infosysblogs.com/digital-consumer<br />“The contents of this document are proprietary and confidential to Infosys Technologies Ltd. and may not be disclosed in whole or in part at any time, to any third party without the prior written consent of Infosys Technologies Ltd.”<br />“© 2010 Infosys Technologies Ltd. All rights reserved. Copyright in the whole and any part of this document belongs to Infosys Technologies Ltd. This work may not be used, sold, transferred, adapted, abridged, copied or reproduced in whole or in part, in any manner or form, or in any media, without the prior written consent of Infosys Technologies Ltd.”<br />“Infosys acknowledges the proprietary rights of the trademarks and product names of other companies mentioned in this document.”<br />

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