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Infosys Assist Edge

Overview

Infosys AssistEdge is a first-of-its-kind customer service platform. It helps contact centers, and delivers seamless customer service through smart offerings.

AssistEdge provides an integrated customer service experience across channels.

Channels includes such as web, chat, phone, and social media, and transforms contact centers from issue resolution centers to revenue generating units. The platform enables organizations to realize faster returns on their investment through improved agent efficiency, reduced call volumes, and quicker go-live periods.

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AssistEdge Smart User Environment

An enterprise product that pulls in relevant customer information from across diverse Application Into a single pane

  • Supercharge Usability: Smart features such as Sign-in Manger & 360-degree unified customer view and context passing.
  • Service faster and better: Process automations, workflows and easy buttons that provide auto-updation of business processes.
  • Easy to Configure, Integrate & Deploy: Leverage existing IT enterprise by non-intrusive integration of disparate business processes and applications.
  • Improves CSR productivity by 75%
  • Reduces operational costs by 20%, 70% reduction in query resolution time
  • Faster Payback; ROI realized within 3-6 months

Real -Time Expertise Manager

A smart collaboration product that supports multi-channel, multimedia and multiple technologies.

  • Supports Multi-channel (Call/Chat/Email/SMS), Multimedia (Audio/Video/Text) and multi-technology (intelligent routing, shared browsing)
  • Intelligent routing capability for dynamic collaboration with the right expert
  • Ability to perform real-time co-browse (shared browsing) without any download!
  • Smart real-time collaboration
  • Significant reduction in call volumes, 3:1 productivity improvement
  • Enables real-time view of the customer

Interactive Self-Care

Enables self-help for customers. using various tools and capabilities such as virtual agent widget, advanced knowledge management, Domain ontology, natural language processing

  • Intelligent search for integrated self-help - A Customer can identify the most relevant artifact from a huge organization-wide knowledge base via multi-channels
  • Domain-based, pluggable virtual agent that understands user communication language and maintains interaction context
  • Configurable scenario - based customer service - Assisted navigation for end users.
  • Shifts the diagnosis and resolution capability to the customer
  • Improves “first-time-right" resolution and reduce cycle-time
  • Reduces operational costs through lesser call volumes & self -help capability

Challenges & Solutions

Infosys provides an enterprise product that pulls in relevant customer information from across diverse applications into a single plane.

We provide a smart collaboration product that supports multichannel, multimedia and multi technologies. Provides dynamic and intelligent access to subject matter experts.

Enables self-help for customers using various tools and capabilities such as virtual agent widget, advanced knowledge management, domain ontology and natural language processing