Infosys launches AssistEdge targeting contact centers to offer integrated cross-channel experience

Infotech Lead Asia: Infosys has launched AssistEdge targeting contact centers to deliver an integrated cross-channel experience to its customers.

Infosys’ AssistEdge is available both on-premise and on a hosted private cloud.

Infosys says early deployment of AssistEdge at a Fortune 500 company has delivered:

faster query resolution reducing average call handling time by up to 50 percent
reduced contact center call volumes by as much as 25 percent
estimated annual savings of over 25 percent
payback in less than three months

Infosys claims that the product’s context-passing capability,  self-care technology and intuitive dashboard enhance customer experience and boost agent productivity.

Utilizing a context-passing capability, AssistEdge integrates the customer history from various channels and presents it to a call center agent within a single window dashboard. This capability enables faster query resolution and helps companies significantly reduce average call handling time.

AssistEdge empowers customers to resolve issues by themselves through a powerful self-care engine. Equipped with interactive text, visual and video troubleshooting mechanisms, it offers recommendations from social forums for peer-to-peer assistance. This helps reduce contact center call volumes.

In addition, AssistEdge incorporates an intelligent routing algorithm which analyzes and directs queries requiring expert assistance, in real-time, to the right expert based on parameters such as skill, geography, priority, and workload. This aids faster call resolution, along with a better understanding of customer’s interaction history and social preferences, creating opportunities for greater cross-sell and up-sell.

“Customer service experience management is gaining significant importance with the increasing influence of new media. With our unique context passing capability and patented self-care technology we are enabling companies to bring an integrated, cross-channel and personalized experience to their customers,” said Sanjay Purohit, senior vice president and Global Head – Products, Platforms and Solutions for Infosys.

“Advisers have to access multiple systems using different navigation processes – all in the course of one job. Infosys AssistEdge helped us simplify the work by delivering a single interface for our people and making it easier for our advisors to navigate the systems. Our advisors are now able to complete calls quicker with fewer transfers. The deployment of the new product has helped us improve the experience for customers and users and was achieved in a very short period of time,” said Colin Buchanan, director – Service Management Business Operations and Transformation, Openreach, a BT Group Company.

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