Cognity

Core Focus and Business Activity

Cognity???s primary business revolves around the design, implementation, and support of advanced enterprise solutions. It is positioned as a specialist in enabling organisations to achieve greater customer responsiveness, facilitate collaboration between business and IT teams, and ultimately offer unique, seamless customer experiences across digital and physical channels.

Key industry sectors served by Cognity include: * Telecommunications: A major area of specialization, serving leading European groups such as Deutsche Telekom, Orange, Vodafone, and numerous mobile, fixed, and convergent operators. * Financial Services: Extensive work with Banking, Insurance, and other Financial Services institutions. * Retail and Consumer Goods: Providing solutions for major retail and consumer brands. * Energy, Pharma, Betting/Gaming, and Hospitality: Supporting digital transformation initiatives in these critical sectors. * Public Sector: Engaging in focused projects to elevate citizen experience and support the digital transformation of public authorities.

Products and Services Portfolio

Cognity's offerings are structured around core enterprise functions, focusing on Customer Experience, E-Commerce, and robust IT Service Management.

1. Customer Experience (CX) and CRM Solutions

Cognity specialises in implementing comprehensive, cloud-based Customer Relationship Management (CRM) and Customer Experience (Cx) Management solutions. These solutions are built on globally leading platforms, primarily from vendors like Salesforce and Oracle, and are tailored for large-scale enterprise deployments.

• Sales Cloud: Implementation of mobile sales force automation solutions, providing comprehensive management of leads, accounts, opportunities, and activities. This includes sales performance management, forecasting, and detailed analytics.
• Marketing Cloud: Solutions focused on delivering consistent and relevant customer experiences throughout the customer lifecycle. Services cover customer targeting and segmentation, campaign design and execution, content marketing, social marketing campaigns, and marketing effectiveness measurement.
• Service Cloud: Deployment of systems to improve customer understanding and facilitate timely, accurate responses through preferred service channels. This encompasses web customer service, cross-channel contact centres, and policy adherence.
• Field Service (Workforce Management): Implementation of Field Service Management (FSM) and Workforce Management (WFM) tools to streamline operations. This includes managing scheduling, dispatching, real-time tracking, optimising technician routes, and leveraging mobile capabilities for on-site service delivery and feedback capture.

2. Enterprise Portals, eCommerce, and eCare

The company provides high-end solutions for digital storefronts and self-service capabilities, simplifying the production and management of various web properties.

• eCommerce (eShop): Deployment of full-featured eCommerce platforms. Cognity is experienced in development on platforms such as Salesforce Commerce, Oracle Commerce (ATG & Endeca), HCL Commerce, BroadLeaf Commerce, and Mirakl Marketplace.
• eCare (Web-Self Service Portals): Creation of intuitive web portals that allow customers to manage their accounts, services, and queries independently, reducing operational costs and improving customer satisfaction.
• Public Portals/Sites and Web Applications: Development of enterprise portal platforms and websites built on leading Content Management Systems (CMS) like Sitecore, Oracle WebCenter, Liferay, and Drupal. These solutions focus on user experience (UX) best practices and integrated Social tools.
• Emerging Technologies: Integration of advanced functionalities like Chatbots, using platforms such as Oracle Intelligent ChatBot and Rasa.ai, and deploying tools like PredictionIO for sophisticated Product Recommendations.

3. IT Service Management (ITSM) and Enterprise Infrastructure

Cognity offers ITSM solutions designed to control and manage all elements of the IT delivery chain, ensuring efficiency and proactive issue resolution, which is vital for revenue-generating channels.

• Management of IT Infrastructure: Provision of a central monitoring console (Operations Manager) for Availability and Performance. This correlates infrastructure, network, and end-user experience events across the entire IT infrastructure (physical, virtual, and cloud servers) to identify root causes of problems quickly. Monitored components include Network, Servers (H/W, OS, Cluster, Storage), Databases, and Applications.
• End-to-End Service Monitoring: Implementation of solutions that gather and analyse information from a real-time service model to provide visibility into the performance of applications, infrastructure, and their connections. This is crucial for managing dynamic and complex IT environments and adhering to Service Level Agreements (SLA).
• Service-Oriented IT Operations (Composite Application Management): Deployment of top-down, end-to-end lifecycle solutions for monitoring and isolating problems in composite applications running in heterogeneous environments. These cover critical business systems such as Billing, Rating, Provisioning, Prepaid systems, SOA, CRM, ERP, Core Banking, and Insurance Core Systems.

4. Telecommunications Specialised Solutions

Building on its deep heritage in the telecom sector (including its history as the former Atos Greece subsidiary), Cognity Consulting S.A. provides system integration services specifically in the following areas: * Billing and Rating: Implementing and integrating complex billing and charging systems. * Revenue Assurance: Deploying systems and processes to ensure all generated revenue is accurately captured and protected. * Mediation: Solutions for collecting, processing, and distributing network usage data between various systems.

Through its extensive product and service catalogue, Cognity positions itself as a comprehensive partner for large enterprises undergoing digital transformation, providing the full spectrum of solutions from front-office customer-facing applications to back-office IT infrastructure management.