Infosys Launches AssistEdge, the First Integrated Cross-Channel Product for Contact Centers to Transform Customer Service Experience


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Bangalore, London, New York, January 23rd, 2013: 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

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”.

Additional Resources:
• AssistEdge website

• Customer Service Infographic…

• Customer Service Blog…

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