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.
Understanding the full experience of women in technology requires starting at the collegiate level (or sooner) and studying the technologies women are involved with, company cultures they're part of and personal experiences of individuals.
During this WiC radio show, we will talk with Nicole Engelbert, the director of Research & Analysis for Ovum Technology and a 23-year telecom industry veteran, about her experiences and perspectives on women in tech. Engelbert covers infrastructure, applications and industries for Ovum, but she is also involved in the research firm's higher education team and has helped colleges and universities globally leverage technology as a strategy for improving recruitment, retention and graduation performance.
She will share her unique insight into the collegiate level, where women pursuing engineering and STEM-related degrees is dwindling. Engelbert will also reveal new, original Ovum research on the topics of artificial intelligence, the Internet of Things, security and augmented reality, as well as discuss what each of those technologies might mean for women in our field. As always, we'll also leave plenty of time to answer all your questions live on the air and chat board.