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Wednesday, February 25, 2015

Infogain is Proud to Announce Our ISO 27001:2013 Certification

Since the early years when our company was established in Silicon Valley, Infogain has enjoyed successful and long lasting relationships with our clients and partners.  As the digital world increasingly evolves with newer technologies such as the Cloud, we knew it was the right time to invest in the security of our client’s intellectual data. This investment is robust, offering a comprehensive list of security standards.

By achieving certification, Infogain has reinforced its commitment to internationally recognized security management for its customers and stakeholders. The ISO 27001 certification demonstrates that organizations have established a framework to their business operations that helps identify, manage, and reduce risks related to information security.

The ISO Certification standard requires Infogain to:
  • Design and implement information security controls and other forms of risk management to address company and architecture security risks
  • Monitor and review information security risks, taking into consideration the potential impact of threats and vulnerabilities
  • Maintain and improve the risk management process on an continuing basis in order to ensure that the information security controls meet Infogain’s information security goals
 
Infogain was awarded the certification upon the completion of numerous detailed and extensive audits, performed by TUV NORD, an industry leader in Information Security Management (ISMS) and fully accredited by The International Organization for Standardization.  Certification ensures that the best practices of Infogain’s organization will be documented, reinforced and improved continuously with time.

Infogain must maintain and manage a rigorous security program that defines management responsibilities and requires internal audits and reviews for recertification. The Information Security Management System (ISMS) required under this standard specifies how Infogain will manage security across the entire spectrum of the company’s internal processes, for example:
 
  • Access ID’s
  • Encryption
  • Firewalls
  • Human resource / Background checks, Security Trainings ,etc.
  • Asset Management
  • Communication Security (Network security Management & Information transfer)
  • Operations security (Vulnerability Management , Malware protections, Event Logging & Monitoring)
  • Password Management
  • Physical and environment security ( Visitor management , Access cards, secured areas , material movement, secure disposal and reuse  equipments like sprinklers, smoke detectors, Fire drill & Evacuation.)
  • Physical Security (Perimeter Security/CCTV monitoring/required access to certain zones)
  • Security policies & controls for mobile devices, work-from-home, laptops
  • Virus protection
  • Incident Management
  • Business Continuity Management
 
This certification reinforces our commitment to our clients and partners that Infogain has achieved the highest standards for security and privacy of their intellectual data. Operationally, the improved security measures for the Noida development centers demonstrate that security is a top priority for Infogain.

By Eddie Chandhok
Chief Information Security Officer

 

Wednesday, January 28, 2015

The Power of Enterprise Knowledge Management

Mere centuries ago, English author, courtier and philosopher Sir Francis Bacon coined the popular phrase “knowledge is power.” That phrase can certainly parallel the power of harnessing your company’s knowledge content, by enabling your call center agents to provide your customers with the specific answer they are seeking in a timely manner. One proven way to empower your call center agents and customers is by utilizing the power of Oracle’s Knowledge Management (OKM) and the end-to-end implementation services of Infogain.

Many consumers use a variety of methods to contact customer service, with the Web at the top of the list. According to an online paper from Oracle, titled Benefits of Web Self Service, most companies are not doing enough to improve their Web and social support sites and guide their customers to self-service options that fit their needs. “Empowering consumers to serve themselves online not only increases customer satisfaction, but reduces support costs by more than 50x—the average support call costs $5.50 versus $.10 for a Web interaction.”  That is an amazing return on investment!

At Infogain, we’ve completed over 45 OKM implementations worldwide and we have witnessed our clients experience greater customer loyalty and true cost savings with each project. Our clients continue to report improvements due to Oracle Knowledge implementation at their company, including:

  • Up to 58% increase in search accuracy leading to increased productivity
  • Up to a 25% reduction in agent training time leading to higher user satisfaction
  • Up to 30% reduction in average call handling time
  • Savings from call deflection through the use of the OKM web self-service portal 
  • Valuable insight into customer behavior
  • Maximized cross-sell and up-sell opportunities
  • The value of having Infogain as a hosted partner
  • Reduction in legal and regulatory costs and exposure
  • Higher CSAT scores
  • Powerful analytical reporting by review, channels, categories, search topics, user segments and teams (OKM Contact Deflection feature)

We encourage you to invest in a smart Enterprise Knowledge Management Solution such as Oracle Knowledge that will pay for itself in greater customer loyalty, lower call center agent turnover and dramatically lower cost savings.

Infogain has the world’s largest team of OKM experts and we have successfully deployed OKM at Fortune 500 companies all over the world.   Our end-to-end Oracle Knowledge services include implementation, integration and customization, upgrades and production lifecycle services. Visit www.infogain.com to learn how you can harness the power of your organization’s knowledge content.



By Cathy Chandhok
Director, Marketing and International Sales



Resources:

Bacon, Francis (1561 – 1626), ([http://www.quotationspage.com/quote/2060.html]

Oracle Service Cloud, “Benefits of Web Self Service”
[http://www.oracle.com/us/products/applications/web-self-service-1897186.pdf]