For a call centre executive, navigating across different communication systems such as Interactive Voice Recording (IVR), emails, online chat and social media across different IT systems can be a nightmare.

Infosys is all set to launch new product to address these issues in call centres. The product, AssistEdge, can be used by companies in sectors such as retail, technology and financial services in their call centres.

Nine platforms

As a part of its strategy envisioned in May 2011, the company has created nine such platforms wherein the company can use its Intellectual Property (IP) developed for a particular client to others.

Openreach, the infrastructure division of BT, has started using the product. AssistEdge is a software that gives a dashboard view of client information such as a credit card holder or a buyer of laptop, from different areas (like email, social media etc.) and presents it on a single window for a call centre agent.

“This helps in reducing customer wait times and helps companies reduce average call handling time by up to 50 per cent,” Gopal Devanahalli, Vice-President, Products Platforms and Solutions. This solution also has incorporated Infosys’ patented self-care technology and makes use of algorithms to direct these queries to the right person based on skills, workload or geography.

Apart from AssistEdge, Infosys has launched nine such platforms from e-commerce to digital branding segments in the last 18 months to increase revenues from its products, platforms and services.

(This article was published on January 23, 2013)
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