Commerce for the Digital Consumer

www.infosys.com/iengage

2

30 countries

590 clients

$4.8 billion revenues

114,000+ employees

72 cities

70 Nationalities

Client repeat rate > 97%

Market cap $34B

Revenue as on March 31, 2010. Rest as on June 30,2010

Infosys retail credentials

6 of top 10 retailers in the UK

4 of top 10 retailers in Europe

9 of top 10 retailers in North America

Online retail sales in Western Europe reached

€68 billion in 2009 and are projected to grow to

€114 billion by 2014. Europeans spent an annual

average of €483 per person in 2009, and this

amount will grow to €601 in 2014.

Where we are

Source: Forrester Research Inc.. Western European Online Retail Forecast, 2009 To 2014, March 2010 by Patti Freeman Evans, Lauriane Camus with Vikram Sehgal, Brendan McGowan

Digital consumer expectations

They are talking about your brand online

They expect great customer service

They influence ......and are influenced

They want offers on the move

This mobile app uses the consumer’s location and delivers suitable seasonal offers

Guides the shopper to nearest store with product in stock, or offers home delivery

The consumer has changed

Consumers are saying:“Engage with me on my terms”“Listen to me”“Get to know me” “Involve me in your brand”

Meanwhile you want:• Increased sales• Increased loyalty• Brand awareness • Increased advocacy

Commerce is now a very complex journey

WebWeb

ContactCenterContactCenter

In-StoreIn-Store

CatalogCatalog

MobileDeviceMobileDevice

eMaileMail

Social sitesSocial sites

Comparison Site

GoogleSearch

Facebook Fan Club

Visit Retail Store

Chat

Email Order Confirm w/Rec

Local Store

Share Experienceon TwitterRead Reviews Troubleshoot

On Community

Product Info

Buy Online

Kiosk

Place Order

BeginCatalogOrder

Browse Catalog

Research Shop Buy ServicePickup

Buy Online

Call to Research Accessory

Infosys iEngage™ Digital Consumer Platform

Strategic Partners:

Our proposition

Transact

Use personalisation, targeted promotions and cross-sells and up-sells to convert visitors, increase sales and retain customers

Use community, blogs and ratings and reviews to guide purchase decision and drive loyalty

Use click to call/chat to assist with purchase

Serve

Use the Customer Care portal to let customers access product support information and forums to answer each others’ questions

Use Customer Sales Support to assist shoppers with orders, and shared purchase/ interaction history across channels for a seamless experience

Interact

Use Social Analytics to listen to consumer conversations

Use SEO and email campaigns to draw visitors

Use content distribution (widgets) to build awareness

Best-in-class social media marketing

Key Modules

Integrated into a secure, enterprise-quality platform

Social AnalyticsListening and

responding to consumer conversations

Content distributionPushing and pulling content across the

social web

Content aggregationBringing together

relevant and useful enterprise content

Dialogue (Blogging)Engaging in two-way communication with

consumers

CommunityEnabling consumers to

connect and interact

Who’s talking? Where are they talking?

What’s the sentiment?

How much is being said?

When and how much are people posting?

Social analytics

Best-in-class eCommerce

Web ContactCenter In-Store Catalog Mobile

Device eMail

Multi & Cross-Channel Commerce

Search

Merch-andising

Reporting/ Analytics

Split Testing

Web campaign

mgmt

Call Center

Personal-ization

CoreCommerce

Social engagementCreating, sharing,

connecting

Customer serviceIntegration with Customer Care

platform

Mobile engagementMobile platform and

services

Pre-built integrationsIntegrations to third-

party systems

Your unique featuresUser experience, checkout, rich media, merchant and marketing customisations

Your unique featuresUser experience, checkout, rich media, merchant and marketing customisations

Configurable sample store• Customer facing storefront• Catalogue/product browsing• Checkout and buy• Personalisation tools• Internationalised for global deployment

Configurable sample store• Customer facing storefront• Catalogue/product browsing• Checkout and buy• Personalisation tools• Internationalised for global deployment

Payments processing frameworkSecure processing of credit card transactions against merchant account through Cybersource payment partner

Payments processing frameworkSecure processing of credit card transactions against merchant account through Cybersource payment partner

Integration with order fulfilment Custom integration with order management, warehousing and order fulfilment processes

Integration with order fulfilment Custom integration with order management, warehousing and order fulfilment processes

Agility: Fast launch from a pre-configured store

The value

Advanced functionalities(e.g. widgets, social analytics etc.)

Industry reference applications & Functional scenarios

Core

Customizations & related services

Infrastructure hosted, operated & managed by Infosys

Delivered in SaaS model with subscription pricing

Summary

Market leading software

• ATG Commerce• Jive Social Business Software

Delivered as a service

• Fast time to market• Capex reduction• Operational excellence

Global delivery model

• Global delivery with flexible local team• 100,000+ employees across Europe, US

and Asia

Single accountable relationship

• End-end ownership• Financially secure organisation

Pricing model • Subscription pricing, Pay-as-you-go model

Thank you!For more information –

Contact: infosys@infosys.com Learn: www.infosys.com/iengage Discuss: www.infosysblogs.com/digital-consumer

“The contents of this document are proprietary and confidential to Infosys Technologies Ltd. and may not be disclosed in whole or in part at any time, to any third party without the prior written consent of Infosys Technologies Ltd.”

“© 2010 Infosys Technologies Ltd. All rights reserved. Copyright in the whole and any part of this document belongs to Infosys Technologies Ltd. This work may not be used, sold, transferred, adapted, abridged, copied or reproduced in whole or in part, in any manner or form, or in any media, without the prior written consent of Infosys Technologies Ltd.”

“Infosys acknowledges the proprietary rights of the trademarks and product names of other companies mentioned in this document.”