The engine behind intelligent customer journeys
Our customer experience (CX) model integrates experience design, digital channels, commerce, customer service, analytics, and AI operations into a single execution framework. Powered by Infosys Topaz, our AI first framework, we operationalize intelligence across the customer journey—from self-service at scale to complex, human assisted interactions. By moving beyond fragmented, traditional service delivery, we enable a unified, AI-led CX ecosystem that delivers measurable business outcomes.
Why choose Infosys BPM customer experience outsourcing?
Customer experience is at a fundamental inflection point. We address the disruption by shifting CX from linear service delivery to an Al-orchestrated, insight-led, and outcome-centric operating model, where automation, intelligence, and human expertise work in unison. Our CX transformation model is anchored on four execution pillars.
Al-driven customer journeys
Orchestrated omnichannel journeys powered by conversational Al, predictive analytics, and agentic workflows—enabling proactive, personalized, and context-aware engagement across voice and digital channels.
Zero-touch, digitally contained operations
Automation-first CX models leveraging Al containment, intelligent workflows, and RPA to deliver 30-50% touchless resolution across repeatable and mid-complexity interactions, while improving speed, accuracy, and consistency.
Al-augmented, agile talent models
Future-ready service workforce enabled by agent copilots, real-time decision support, Al-driven training simulators, and next-gen workforce management—significantly improving AHT, FCR, and agent experience.
Simplified, harmonized global delivery
Standardized global CX frameworks, platform-led governance, and outcome-aligned metrics that ensure consistent customer experience at scale—without regional fragmentation.
Customer experience transformation philosophy focuses on four key pillars:
- Customer journeys reimagined by AI and automation
- Digitally disrupted operations with zero-touch processes
- Repurposed talent models for agility and innovation
- Simplified and harmonized service delivery across geographies
Customer experience offerings
Infosys BPM customer experience services span the full enterprise CX value chain, delivered through a unified, AI-led model. Our offerings include:
Our industry-specialized solutions
Customer enquiry handling, complaint resolution, order acceptance, account management, technical support, payment concerns, ship trace, dispute investigation and resolution, and customer account reinstatement, designed to maximize customer lifetime value and minimize churn across the customer lifecycle.
General enquiries, order activation, account management, technical support, billing and payment support, warranty and returns, complaints resolution, outages and emergency support — delivered with deep product domain expertise across enterprise product portfolios.
Fraud prevention, abuse prevention, identity verification and remediation, content moderation, policy and regulatory compliance, data and privacy incident support — protecting platform integrity and customer trust at scale.
Workforce solution design, workforce transition support, MIS and operational support, platform safety and care support, WFM tools and technology support, connectivity and network support, device setup, updates and upgrades, remote access support — building agile, AI-augmented service workforces.
Troubleshooting assistance, tier 1 to tier 3 software and hardware support, software installation and integration support, WFM consulting support, end-user training, knowledge management, and self-service enablement, supporting global enterprise IT and business operations.
Customer experience management, customer service strategy, technology consulting, customer journey mapping, business process consulting, performance analytics, other support services, training and QA services, third party QA services, helping enterprises benchmark and evolve their CX operating model.
Customer service and support outsourcing within the CX framework
For enterprises that need operational scale across customer service and support functions, Infosys BPM customer experience services include a dedicated customer service outsourcing and customer support outsourcing capability, designed to deliver consistent, high-quality customer interactions across voice, digital, and assisted channels at enterprise scale.
Customer service outsourcing
Managed customer service operations spanning enquiry handling, transactional support, complaint resolution, and account servicing, delivered through Infosys BPM's AI-augmented service workforce across 33+ languages and 47 global delivery centers. Powered by Topaz, our customer service outsourcing combines AI containment for repeatable interactions with human expertise for complex queries, supporting 36 million+ customer interactions annually.
Customer support outsourcing
End-to-end customer support outsourcing across product, technical, and service desk domains, including tier 1 to tier 3 support, troubleshooting, configuration assistance, and post-sale operations. Our customer support outsourcing model integrates agent copilots, real-time decision support, and AI-led knowledge management to deliver faster resolution, higher first-contact-resolution rates, and improved agent and customer satisfaction.
What makes Infosys BPM different for customer service and support outsourcing
Customer service and support outsourcing with Infosys BPM is delivered as part of the AI-led CX framework, not as a standalone contact center engagement. For enterprises evaluating outsourcing partners, the differentiation sits in four areas the typical contact center conversation does not cover:
- Flexible engagement models, including transaction-based, outcome-based, and platform-based commercial structures, designed for enterprises that want to align cost with measurable business results, not seat counts
- Industry-depth across regulated and non-regulated sectors, including BFSI, healthcare, retail, and high-tech, supported by domain-trained agents and vertical-specific compliance frameworks
- Transition and stabilization as a managed discipline, with structured knowledge transfer, parallel run, and stabilization frameworks that protect customer experience during the move from in-house or competitor operations
- CX governance built for executive visibility, with real-time dashboards, executive-level KPI reviews, and continuous improvement loops, designed for CMOs and CX leaders accountable for outcomes, not just operational metrics
Challenges and solutions - customer experience services
AI-led customer experience services apply intelligence across the full customer journey rather than as a layer added to existing operations. In practice this means AI containment for routine enquiries, predictive routing for complex interactions, and agent copilots that augment human expertise in real time, all operating as part of the service model itself. Infosys BPM delivers AI-led CX through Topaz, our AI-first framework, deployed across 100+ accounts spanning industries. The outcome is measurable speed, accuracy, and consistency gains across customer interactions, not pilot-stage proofs of concept.
A traditional contact center or BPO focuses on the execution layer, handling interactions at agreed service levels. Infosys BPM customer experience is broader: a unified, AI-led framework combining experience design, digital channels, customer service outsourcing, analytics, and AI operations as a single integrated practice. For enterprises, this difference matters because customer service quality is increasingly inseparable from the broader CX strategy that drives retention and lifetime value. Customer service outsourcing and customer support outsourcing are delivered as part of this end-to-end CX capability, not as standalone contact center functions.
Service quality and brand voice are managed through three integrated layers: shared quality frameworks that define standards explicitly, detailed tone-of-voice documentation with concrete examples of brand-aligned responses, and continuous calibration through interaction reviews, targeted coaching, and AI-driven QA. This combination gives external teams the same reference points internal teams would have, so brand voice and empathy remain consistent over time. Infosys BPM operates this as a standing capability across every customer service outsourcing engagement.
Loss of control in outsourced customer service is usually a governance and reporting problem, not an operational one. Real-time dashboards, jointly agreed KPIs, and structured review cadences keep internal teams continuously aligned with what is happening in the outsourced operation. Infosys BPM customer service outsourcing engagements include executive-level governance designed for CMOs and CX leaders who need visibility beyond standard SLAs, with CX outcomes, not just contact metrics, reported alongside operational KPIs.
Hidden costs typically emerge when scope, volumes, and assumptions are vague at contract stage. Documenting expected interaction volumes, channel mix, language requirements, and change-management processes upfront, and agreeing in advance how scope changes will be commercially handled, keeps total cost-to-serve predictable. Infosys BPM offers flexible engagement models including transaction-based, outcome-based, and platform-based arrangements, so enterprises can align commercial structures to their specific business priorities rather than fitting into a single pricing template.
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