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Technology Consulting | Roadmap Definition | Vendor Evaluation | Business Analysis

Architecture & Design | Build | Implement | Bspoke solutions | Deployment Services | Staffing

Functional Testing | Performance Testing | Regression Testing | Test Automation | Test CoE

Production Support | Managed Services Support | Continuous Improvement Activities

Self Service Applications

  • Conversational IVR
  • Chatbots / Virtual Assistants
  • Integrated Self Service

Interaction Routing

  • Routing Workflows
  • Data Driven Routing
  • Virtual Hold
  • Callback

Outbound Contact

  • Multi-channel Outbound Campaign
  • Proactive Customer Engagement

Unified Agent Desktop

  • Integrated Agent Desktop
  • 360° View of Customer Profile

Business Reporting

  • Admin. Reporting
  • Interaction Reporting
  • Custom Reports for Business / IT / Ops

Workforce Optimization

  • Contact Recording
  • Workforce Management
  • Interaction Analytics

Infosys adopts a consulting-driven approach to identify omni-channel contact center platforms that are strategically aligned with the needs of the enterprise, and helps accelerate implementation and user onboarding using well-defined migration framework.

Infosys has successfully deployed digital call deflection mechanisms to route calls to alternative low-cost channels. Infosys has implemented universal queuing and routing to distribute interactions across enterprise that enables call blending.

Infosys has deployed speech-based self-service application and a unified desktop solution that has increased the IVR utilization rate, reduced call transfers to agents, and reduced overall agent call handling time.