Infosys launches AssistEdge

Infosys(NYSE) has announced the launch of AssistEdge 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 in enhancing customer experience and boosting agent’s productivity, both of which are persistent challenges for the call center industry.

 

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.

 

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. 

 

Sanjay Purohit, Senior Vice-President & Global Head – Products, Platforms and Solutions, Infosys, unveiled the product at the 8th Annual IQPC Call Center Summit – 2013 in Orlando, Florida. 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.”