Infosys Live Operations

Infosys Live Operations (ILO) is a smart platform for process excellence and deeper employee and customer engagement. It is a ‘system of systems’ that seamlessly integrates with legacy and digital environments to simplify operations by rationalizing applications and optimizing the technology stack.

Auto-discovery capability of the Infosys platform automatically executes events and activities, eliminating the need for permutation configuration of systems for every new occurrence in real-time production workflows. Further, reference data for all levels of activities and events needs to be defined only once, and not for every occurrence in a process or workflow.

The smart platform addresses the limitations of legacy BPM solutions by supporting operations and customer service delivery across multiple stacks. The modular system acquires, correlates, and analyzes data from existing BSS and OSS applications, including customer relationship management, activation / fault / performance management, and service assurance. In addition, it automates error redressal and communication within a workflow.

ILO being a system of system capture siloed events from across BSS/OSS/Network and presents real time E2E journey view, brings actionable insights in hands of business stakeholders, enables zero touch remediation.

ILO platform uses closed loop automation for operations abstraction and end-to-end (E2E) process visibility. It automates E2E processes across OSS, fulfilment, assurance, and billing, and manages parallel processes. Auto-discovery and mapping of inputs / events from the notification / communication management as well as task and error management modules improve process visibility. Infosys Live operations ingestion adaptors for process visibility facilitate semi-structured and unstructured data management.

Zero Code Automation

Advanced automation streamlines operations and enables seamless execution across fulfilment, assurance, billing, and corporate processes. The near zero-touch experience across processes enriches employee and customer engagement.

Omnichannel Service Delivery

The platform adopts nomenclature-based data persistence to simplify analytics and present aggregated data insights. Self-learning AI/ML models and predictive insights-driven process optimization support omnichannel service, while customizing the experience for business, IT and field operations teams as well as end consumers.

Challenges & Solutions

Modular System

The smart platform acquires, correlates and analyzes data from existing BSS and OSS applications, including customer relationship management, activation / fault / performance management, and service assurance.

Process Visibility

Closed loop automation data ingestion adaptors ensure end-to-end process visibility, while simplifying management of semi-structured and unstructured data.

Digital Assistance

The ILO platform leverages APIs to access operational and analytical data for customer and business interactions using natural language. It also ensures data availability for the digital assistant and omnichannel customer service.

Key benefits of Infosys Live Operations:

Opex reduction - 60-70% operational effort reduction.

Increased Right First Time of Process

Decreased Cycle Time of Process

Decreased Average Handle Time

Revenue Uplift - Enables 2-5% Revenue uplift.

Automation and efficiency: Reduction in Cost-to-serve, enable better Digital deflection and Self-serve.

Customer experience: Improve Customer experience and NPS (Net Promoter Score). +10 to +30 NPS uplift.