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Texas' El Paso Water at Infosys' for Customer Service Transformation

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Infosys, an Indian-origin global leader in digital services and consulting, announces a strategic partnership with El Paso Water (EPWater), a municipal utility in El Paso, Texas, to transform its legacy customer information systems (CIS). Infosys is set to implement Oracle Utilities C2M solution to transform Customer Experience, simplify IT landscape, enhance transparency and audit controls. It will leverage its Preconfigured Accelerator for Customer Experience (PACE), to digitize EPWater’s customer engagement and billing platforms.

In a statement issued by Infosys, Marcela Navarrete, Vice President at EPWater, said, “This is an ambitious undertaking with multiple system upgrades simultaneously, but it’s a necessary project to help us make a leap forward to improve both efficiency and customer satisfaction.”

Commenting on the occasion, Ashiss Kumar Dash, SVP and Segment Head – Services, Utilities, Resources, Energy, Infosys, said, “We are delighted to partner with EPWater in their customer service transformation journey. In our past implementations, we have seen our utility clients reap numerous benefits from the flexibility, nimbleness, and cost-effectiveness of Infosys PACE solution on the Oracle C2M and Customer Care and Billing (CC&B) platforms. With deep knowledge in areas of Customer Care and Billing, C2M, meter data, and mobile workforce management guided by industry-best practices, Infosys is committed to deliver superior customer experience and employee engagement.”

Infosys’ Robotic Process Assistant on proprietary AssistEdge framework will enable EPWater to seamlessly automate repetitive processes

Infosys is a platinum level member of the Oracle Partner Network (OPN), which will pave the for implementing Oracle Utilities C2M on a platform-as-a-service (PaaS) model, along with cloud solutions for Customer Self Service and Mobile Workforce Management, with its PACE framework to deliver accuracy and efficiency. Additionally, Infosys’ Robotic Process Assistant on proprietary AssistEdge framework will enable EPWater to seamlessly automate repetitive processes.

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