Infosys launches cross-channel tool for contact centres

Infosys has launched a new cross-channel solution for the contact centre, aimed at helping agents deliver a seamless customer experience.

AssistEdge tracks customer history across various channels and delivers it to the call centre agent via a single dashboard, reducing average call handling time.

For expert queries, the solution uses a routing algorithm which analyses and directs important queries, in real-time, to the right agent based on parameters such as skill, geography, priority and workload.

AssistEdge also includes self-service capabilities such as interactive text, visual and video troubleshooting mechanisms, enabling customers to resolve issues themselves. The platform also offers recommendations from relevant social forums and communities for peer-to-peer assistance.

Sanjay Purohit from Infosys 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.”

Infosys also announced BT’s Openreach as one of AssistEdge’s early adopters. Colin Buchanan from Openreach said of the solution: “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.”

AssistEdge is available both on-premise and on a hosted private Cloud.

The news builds on the Infosys' recent launch of SpeedSolve solution, which mines for customer data whilst the agent is answering a query to increase first-time resolution and reduce call waiting time.