Light Reading

Infosys Launches AssistEdge

Light Reading
News Wire Feed
Light Reading
1/23/2013
50%
50%

BANGALORE, LONDON and NEW YORK -- Infosys today announced the launch of AssistEdge, a unique product that transforms contact centers to deliver an integrated and seamless cross-channel experience to its customers. The product’s distinctive context-passing capability, patented self-care technology and intuitive dashboard helps enhance customer experience and boost agent productivity, both of which are persistent challenges for the call center industry. According to various industry reports, customers say that having to repeat their problems as their query is passed across multiple agents, is the most frustrating aspect of dealing with contact centers. This is further magnified when switching across traditional and new media channels. Using an innovative 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 distinct 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 also offers recommendations from relevant social forums and communities for peer-to-peer assistance. This helps significantly reduce contact center call volumes. 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. Early deployment at a Fortune 500 company has delivered

  • faster query resolution reducing average call handling time by up to 50 per cent
  • reduced contact center call volumes by as much as 25 per cent
  • estimated annual savings of over 25 percent
  • payback in less than three months
AssistEdge is available both on-premise and on a hosted private cloud. Sanjay Purohit, Senior Vice President and Global Head – Products, Platforms and Solutions for Infosys, unveiled the product at the 8th Annual IQPC Call Center Summit 2013 in Orlando, Florida. Mr. Purohit said, “Customers not only expect quick service but also want companies to know them intimately. Customer service experience management is also 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. The launch of AssistEdge further accelerates our strategy to bring innovative products that help our clients transform their businesses for tomorrow.” In the case of Openreach, a BT Group Company, using AssistEdge has shown a quantum jump in advisor productivity and seamless experience for customers across channels. Colin Buchanan, Director – Service Management Business Operations and Transformation, Openreach said, "We're always looking for ways to improve service for our customers by simplifying the systems that our people use. 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". Infosys Technologies Ltd.
(0)  | 
Comment  | 
Print  | 
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
Flash Poll
From The Founder
Last week I dropped in on "Hotlanta," Georgia to moderate Light Reading's inaugural DroneComm conference – a unique colloquium investigating the potential for drone communications to disrupt the world's telecom ecosystem. As you will see, it was a day of exploration and epiphany...
LRTV Documentaries
Verizon's Emmons: SDN Key to Cost-Effective Scaling

5|22|15   |   03:53   |   (0) comments


For Verizon and other network operators to ramp up available bandwidth cost effectively, they need to move to SDN and agree on how to do that.
LRTV Documentaries
Lack of Universal SDN a Challenge

5|21|15   |   04:51   |   (3) comments


Heavy Reading Analyst Sterling Perrin talks about how uncertainty about SDN standards and approaches may be slowing deployment.
LRTV Custom TV
Steve Vogelsang Interview: Carrier SDN

5|20|15   |   05:02   |   (0) comments


Sterling Perrin speaks to Steve Vogelsang, Alcatel-Lucent CTO for IP Routing & Transport business, about the new Carrier SDN-enabling Network Services Platform and the operator challenges it solves.
LRTV Custom TV
Carrier SDN: On-Demand Networks for an On-Demand World

5|20|15   |   20:52   |   (0) comments


Steve Vogelsang, Alcatel-Lucent CTO for IP Routing & Transport business, talks about requirements and benefits of Carrier SDN during the keynote address at the Light Reading Carrier SDN event May 2015.
LRTV Documentaries
The Security Challenge of SDN

5|19|15   |   02:52   |   (0) comments


CenturyLink VP James Feger discusses concerns that virtualization could create new vulnerabilities unless network operators build in safeguards.
LRTV Custom TV
NFV Elasticity – Highly Available VNF Scale-Out Architectures for the Mobile Edge

5|18|15   |   5:50   |   (0) comments


Peter Marek and Paul Stevens from Advantech Networks and Communications Group talk about their NFV Elasticity initiative and the company's latest platforms for deploying virtual network functions at the edge of the network. Packetarium XL and the new Versatile Server Module: 'designed to reach parts of the network that other servers cannot reach.'
LRTV Huawei Video Resource Center
Bay Area Spark Meetup 2015

5|14|15   |   3:54   |   (0) comments


Developed in 2009, Apache Spark is a powerful open source processing engine built around speed, ease of use and sophisticated analytics. This spring, Huawei hosted a meetup for Spark developers and data scientists in Santa Clara, California. Light Reading spoke with organizers and attendees about Huawei's code contributions and long-term commitment to Spark.
LRTV Custom TV
The Transport SDN Buzz

5|12|15   |   06:01   |   (1) comment


Sterling Perrin, senior analyst at Heavy Reading, speaks with Peter Ashwood-Smith of Huawei and Guru Parulkar of ON.Lab about the evolution of transport SDN and the integration of technologies.
LRTV Custom TV
Next-Generation CCAP: Cisco cBR-8 Evolved CCAP

5|5|15   |   04:49   |   (0) comments


John Chapman, Cisco's CTO of Cable Access Business Unit and Cisco Fellow, explained the innovation design of Cisco's cBR-8, the industry's first Evolved CCAP, including DOCSIS 3.1 design from ground-up, distributed CCAP with Remote PHY and path to virtualization. Cisco's cBR-8 Evolved CCAP is the platform that will last through the transitions.
LRTV Custom TV
Meeting the Demands of Bandwidth & Service Group Growth

5|1|15   |   5:35   |   (0) comments


Jorge Salinger, Comcast's Vice President of Access Architecture, explains how DOCSIS 3.1 and multi-service CCAP can meet the demands of the bandwidth and service group growth.
LRTV Custom TV
DOCSIS 3.1: Transforming Cable From Hardware-Defined Network to Software-Defined Network

4|29|15   |   03:48   |   (0) comments


John Chapman, Cisco's CTO of Cable Access Business Unit and Cisco Fellow, explains how DOCSIS 3.1 can transform cable HFC network to a more agile software-defined network.
LRTV Huawei Video Resource Center
Predicting Traffic Patterns for Quality Mobile Broadband

4|29|15   |   6:45   |   (0) comments


Accessing information ubiquitously creates complexity and creates heavy traffic onto the network, especially at large-scale events like sporting events or festivals. In this video, Huawei's Mohammad Hussain speaks to experts about how to predict traffic and improve user experience during periods of heavy traffic.
Upcoming Live Events
June 8, 2015, Chicago, IL
June 9, 2015, Chicago, IL
June 9-10, 2015, Chicago, IL
June 10, 2015, Chicago, IL
September 29-30, 2015, The Westin Grand Müchen, Munich, Germany
October 6, 2015, Westin Peachtree Plaza, Atlanta, GA
November 11-12, 2015, The Westin Peachtree Plaza, Atlanta, GA
All Upcoming Live Events
Infographics
Network functions virtualization (NFV) is not the easiest of topics to take on board, so here's a Light Reading infographic, developed following conversations with the folks at HP, that helps make sense of where NFV is taking the industry.
Hot Topics
AT&T Testing Virtualized GPON
Carol Wilson, Editor-at-large, 5/15/2015
Choosing a Technology Supplier? Consider Changing Your Selection Criteria
Steve Saunders, CEO and founder, Light Reading, 5/18/2015
Verizon Saves 60% Swapping Copper for Fiber
Sarah Thomas, Editorial Operations Director, 5/19/2015
Chattanooga Charts Killer Gigabit Apps
Mari Silbey, Senior Editor, Cable/Video, 5/20/2015
Smarter 'Dumb' TVs Will Drive OTT Adoption
Mari Silbey, Senior Editor, Cable/Video, 5/18/2015
Like Us on Facebook
Twitter Feed
Webinar Archive
BETWEEN THE CEOs - Executive Interviews
With 200 customers in 60 countries, Stockholm-based Net Insight has carved out a solid leadership position in one of the hottest vertical markets going in comms right now: helping service providers and broadcasters deliver video and other multimedia traffic over IP networks. How has Net Insight managed to achieve this success in the face of immense competition from the industry giants?
My ongoing interview tour of the leading minds of the telecom industry recently took me to Richardson, Texas, where I met with Rod Naphan, CTO and SVP, Solutions, ...
I recently popped down to Texas to chat with CEO Eric L. Pratt about his company, Taqua.
Cats with Phones