Infosys Limited

Oracle Sales & Marketing (CX and CRM) Cloud Implementation & Support

Infosys will help in implementing following Oracle Sales & Marketing (CX) Cloud services:
1. Sales & B2B Service Cloud
2. Service and CPQ Cloud
3. Field Service Cloud
4. Commerce Cloud
5. Policy Automation / Oracle Intelligent Advisor
6. Marketing Cloud (Eloqua, Responsys, Oracle Bluekai, Maximyser)
7. Subscription Management Cloud

Features

• Discovery, CX Assessment, Cloud Roadmap, Business Case
• Modelling & Design
• Realization (Solution Build)
• Deploy (Solution Implementation and Rollouts)
• Hyper Care and Production Support

Benefits

• Quick implementation and Better user adoption
• Increased Sales Productivity & Selling Time
• Superior Service and Field Service experience
• Improved customer satisfaction and cost reduction
• Managed Services Support; Core – Flex based development model
• An innovative concept providing support solutions to Enterprise Packages
• Combined offerings of Application Support, Maintenance and Administration
• Our Global Delivery Model and leveraging of 24x7 operations suppo
• Portfolio Optimization and Health Check
• Application Helpdesk

£158 to £1,100 a unit a day

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ukps@infosys.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

794929349944962

Contact

Peter Gill
+44 7391393866
ukps@infosys.com

Planning

• Planning service: Yes
• How the planning service works: Infosys is Oracle Cloud Elite Partner, and will help in planning for the required software and the licensing. Infosys will provide roadmap for implementation of cloud software.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Oracle Sales & B2B Service Cloud
  • Oracle Service Cloud
  • Oracle CPQ Cloud
  • Oracle Field Service Cloud
  • Oracle Commerce Cloud
  • Oracle Policy Automation / Oracle Intelligent Advisor
  • Oracle Marketing Cloud (Eloqua, Responsys, Oracle Bluekai, Maximyser)
  • Oracle Subscription Management Cloud

Training

• Training service provided: Yes
• How the training service works: We provide training to the business users on how to use the cloud software.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Oracle Sales & B2B Service Clou
  • Oracle Service Cloud
  • Oracle CPQ Cloud
  • Oracle Field Service Cloud
  • Oracle Commerce Cloud
  • Oracle Policy Automation / Oracle Intelligent Advisor
  • Oracle Marketing Cloud (Eloqua, Responsys, Oracle Bluekai, Maximyser)
  • Oracle Subscription Management Cloud

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We will gather requirements of the client, perform fit gap as per target cloud software and provide configuration, customization, validation and deployment services. Infosys proprietary methodologies, tools and market place solutions help in quick and quality implementation.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Oracle Sales & B2B Service Cloud
  • Oracle Service Cloud
  • Oracle CPQ Clou
  • Oracle Field Service Cloud
  • Oracle Commerce Cloud
  • Oracle Marketing Cloud (Eloqua, Responsys, Oracle Bluekai, Maximyser)
  • Oracle Subscription Management Cloud

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: For the entire process of movement to cloud , we adhere to CMMI practices for checking the quality assurance of the movement to cloud .; We leverage various test design techniques and create a comprehensive test strategy to ensure maximum test coverage. Involvement of test experts from early phases of implementation helps in giving defect free implementations.

Security testing

• Security services: Yes
• Security services type: Other
• Other security services:
  • Cloud Readiness Testing, SaaS/PaaS Testing and End to End Testing
  • Testing Cloud Based Applications – Security Testing and Performance Testing
  • Risk based application security testing
  • Application / Network penetration testing
  • Pre and post-production application assessment including assessment for Regulations
  • Internal Organizational Security Policies
  • Threat Modelling Security Architecture & Design reviews
  • Vulnerability scanning (Network, Critical Servers)
  • Data and Application Security, Identity & Access Management and Governance
  • Security Incidence and Event Management

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Software is hosted by Oracle and support for the product relates issues will also be given by Oracle. Infosys will provide support for implementation aspects. ; Infosys will support on providing fixes to code and data issues that are related to configuration and customization.

Service scope

• Service constraints: No

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: We do the analysis of the ticket and based on the complexity of the system, we work on the SLAs along with the client ; We will respond to the questions within the SLAs defined with the client.; We do the analysis of the ticket and based on the complexity of the system, we work on the SLAs along with the client. We analyse, volume / criticality / user base / User distribution / Stability of application before reaching a standard SLA Guidelines for P1 / P2 / P3 / P4 tickets. We also have proven track record for providing support.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: With Oracle RightNow Chat Cloud Service (Chat), you can provide access to agents for customer questions and issues that merit human interaction between your supervisors and agents and agents and customers through real-time chat sessions.
• Support levels: L1, L2,L3,L4 & L5 Support ; At high level, L1, L2 & L3 can be mapped to ; L1 Support -> Application operations and monitoring, Categorization and logging of tickets, Fixing known/commonly occurring issues, Escalating issues to next level within SLA timelines in absence of a known resolution. ; L2 Support -> Application production support, Problem Management, configuration Management, Escalated Incident Management for tickets escalated from L1 team; L3 Support - > change and release management, SLA management, Escalated Incident Management for tickets escalated from L2 team, Minor Enhancements < 40 hours (typically), Bug fixes .; Support SLAs will be driven by the severity of the tickets; We provide cost for support services levels L1 , L2, L3 , L4 & L5.; We can provide either Technical account Manager or Cloud Support Engineer based on the actual service required

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: ORACLE

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas Holding SAS - UK
• ISO/IEC 27001 accreditation date: 2017
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO27001:2022, ISO 27701:ISO 9001:2015, ISO 20000:2018, ISO 14001:2015,
  • ISO 45001:2018, ISO 13485:2016, CMMI 2.0,
  • SSAE 18/ISAE 3402 SOC 1 Type II,ISO 22301:2019,
  • ISO 42001:2023, ISO 27701:2019

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Infosys’ balanced approach to environmental, social, and governance (ESG) enabled the company to become carbon neutral as of 2023. The same approach will be taken with GCloud14, with a strong emphasis on governance and transparency. ; Coupled with our strong governance approach and the environmentally sympathetic design of our delivery model, we can: ; • Achieve Net Zero by 2028, ; • Adopt UN Climate Neutral Now definition of Net Zero: “where a balance between anthropogenic greenhouse gas (GHG) emissions and removals is achieved” ; • Identify 100% of emissions, from design to implementation, prioritising the elimination of emissions ; • Offset emissions that cannot be eliminated ; • Offsets assured by an external environmental consultancy ; • Have our suppliers present an action plan to move from offset to elimination by 2029, setting course for a carbon negative future ; In compliance with PPN 06/21, Infosys publishes its Carbon Reduction Plan which is available at Crown Commercial Website as well as Infosys’ own website: https://www.infosys.com/about/corporate-responsibility/documents/carbon-reduction-plan.pdf ; For Call-Off Contracts, a baseline emissions level set prior to contract commencement will be created using data supplied by the incumbent supplier, Contracting Authority, and Environmental Contractor. This allows environmental performance to be measured against the previous approach. While the commitment to establishing carbon neutrality is set at 2028, granular targets depend upon consultation with the Contracting Authority, as reflected in the timeline. ; Supply chain emissions management will be in place prior to contract commencement through the Contracting Partners’ procurement methodology. The reporting design on emissions will be supplied to the Contracting Authority, with aggregated subcontractor emission provided within an integrated biannual report. A sustainability manager will be aligned to the initiative, who will, working with the client, develop a project plan during the first month identifying, each obligation, associated event/activity and required resources (people, venue, collateral, rollout).

  Covid-19 recovery

  Infosys will invest in the local communities and in partnership through this contract will help create opportunities to tackle economic inequality, increase supply chain resilience and capacity thereby helping support COVID-19 recovery. Infosys has announced it will create 1,000 new Digital Jobs in the UK to support post -Pandemic Growth (Infosys to Create 1,000 Digital Jobs in the UK to Fuel Post-Pandemic Growth): https://www.infosys.com/newsroom/press-releases/2021/create-digital-jobs-uk.html

  Tackling economic inequality

  Infosys’ plan for GCloud14 contracts include addressing economic and aspirational inequality, ensuring end-users can forge a meaningful career and follow curated, individualised development paths toward success.; Infosys creates opportunities for personal growth through training and career development. Increased online training opens a wide range of options to those looking to enhance their skills or grow into a new field, particularly among under-represented demographics where classroom learning is unsuitable. This democratisation of knowledge will revolutionise how people of all backgrounds develop their career. The data on uptake of such training can ensure all demographics are reached and, where proven to be less effective, steps can be taken to identify why.; Infosys has long recognised the importance of tackling inequality; it is essential to creating a workplace where professional growth faces as few barriers as possible. We are adamant that what barriers remain are determined only by aptitude and hard work – never by background or physical characteristics. ; This is evidenced by Infosys’ approach to Corporate Social Responsibility (CSR), with its global foundation investing £30 million last year on education in deprived communities, alongside its community-focussed Springboard learning platform and other philanthropic efforts. We have the commitment and expertise to deliver a transformation that has a meaningful impact on economic inequality. ; Working with Local Authorities, including Brent and Sandwell Borough Councils, Infosys has made over 220 vocational courses available to the public free of charge. Local Authorities have adopted the technology as their skills platform of choice and are driving citizens towards the tool.; This will result in high-quality training reaching those in need, doubling the reach of the Infosys Springboard deployment in the UK. Furthermore, it will ensure that the co-morbidities of poor educational and health outcomes linked to economic inequality are addressed through a single tool.

  Equal opportunity

  Infosys supports businesses to create their modern slavery policy, helping them to map their supply chain and create robust procedures. This methodology ensures a proactive, compliant approach to modern slavery whereby action planning is reviewed and renewed to adapt to the changing practices.; The UK proudly boasts the highest ranking on Global Slavery Index as the most active country in the world fighting the practice. This achievement is the perfect expression of the values at the core of Britain’s democratic traditions; its global leadership in this area is a source of pride for colleagues working on this engagement. ; ; We will contribute to this under-celebrated achievement by ensuring the Gcloud14 contracts result in net reduction of Modern Slavery. We will achieve this by keeping the practice out of our supply chain while taking targeted action to improve the lives of people most at risk of exploitation. We will build our approach with close reference to the UK Government guidance on modern slavery. ; ; To ensure a clear understanding of the risks of modern slavery and human trafficking across our organisations, we conduct training with relevant members of the supply chain on staffing benefits and appropriate anti-sexual harassment policies. In line with the policies that apply to our own staff, we require our human resource suppliers to provide training to their employees on their rights, wages policy, benefits, and grievance redressal forums; this is periodically and randomly audited. We have also circulated to our supply chain management employees a training module to improve awareness on modern slavery and human trafficking –a core responsibility of their role. ; The programme will be governed by the overall social value governance model under the Social Value Manager’s accountability, who will share a narrative report every six months with the contracting authority on supplier performance.

  Wellbeing

  At Infosys, employee’s health and wellbeing drives a culture of wellness. ; Through our efforts, our employee well-being rates reached an all-time high of 91% among employees across locations, even with the virtual setup. The sense of connectedness stands at 88% because of the ability of different teams to come together and collaborate with each other emotionally. We successfully touched the lives of 150,000+ employees through 431+ initiatives, witnessing a three-fold increase in employee participation virtually. ; ; We created three aspects essential to shaping employee experience: ; 1. Self-Help: Emphasises providing our employees the right tools and resources for them to take charge of their wellbeing. ; 2. Micro-Environment: Our objective is to create an environment that is conducive for individuals to work together, seamlessly. ; 3. Macro Environment: The focus here is on driving the programs centrally, conceptualising policies keeping the user at the centre.; ; Great Place to Work® and Fortune have recognised Infosys as one of the Best Big Companies to Work For™. In alignment with the organisations’ social value themes to ensure Employee wellbeing and health improvement, Infosys invests in following engagements: ; • New approaches to focus on prevention, resilience supported by internal policies. For instance, digital platforms for scientifically validated therapies such as cognitive behavioural therapy (CBT) to improve access to care options.; • Infosys Employee Assistance Programme, powered by LifeWorks via Generali, a 24/7 service for our employees or eligible dependents. ; • Infosys, in collaboration with Virgin Pulse are committed to augment health and wellness agenda of UK by providing free/subsidised memberships.; To monitor the effectiveness of these programmes our HR team conduct regular surveys, and as part of town halls take direct feedback. Data collected is used to ensure that the programmes are reaching the right people and are adjusted to meet the changing needs of our employees.

Pricing

• Price: £158 to £1,100 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ukps@infosys.com. Tell them what format you need. It will help if you say what assistive technology you use.