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

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

  PR Newswire

  BANGALORE, India, LONDON, NEW YORK, January 23, 2013

BANGALORE, India, LONDON, NEW YORK, January 23, 2013 /PRNewswire/ --

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.

 (Logo: http://photos.prnewswire.com/prnh/20130122/589162 )

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 time.

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 8 ^th 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

For more information, please refer to  -  http://www.infosys.com/assistedge

About Infosys

Infosys partners with global enterprises to drive their innovation-led growth.
That's why Forbes ranked Infosys 19th among the top 100 most innovative
companies. As a leading provider of next-generation consulting, technology and
outsourcing solutions, Infosys helps clients in more than 30 countries realize
their goals. Visit http://www.infosys.com and see how Infosys (NYSE: INFY),
with its 150,000+ people, is Building Tomorrow's Enterprise ^® today.

Safe Harbor

Certain statements in this release concerning our future growth prospects are
forward-looking statements, which involve a number of risks and uncertainties
that could cause actual results to differ materially from those in such
forward-looking statements. The risks and uncertainties relating to these
statements include, but are not limited to, risks and uncertainties regarding
fluctuations in earnings, fluctuations in foreign exchange rates, our ability
to manage growth, intense competition in IT services including those factors
which may affect our cost advantage, wage increases in India, our ability to
attract and retain highly skilled professionals, time and cost overruns on
fixed-price, fixed-time frame contracts, client concentration, restrictions on
immigration, industry segment concentration, our ability to manage our
international operations, reduced demand for technology in our key focus
areas, disruptions in telecommunication networks or system failures, our
ability to successfully complete and integrate potential acquisitions,
liability for damages on our service contracts, the success of the companies
in which Infosys has made strategic investments, withdrawal or expiration of
governmental fiscal incentives, political instability and regional conflicts,
legal restrictions on raising capital or acquiring companies outside India,
and unauthorized use of our intellectual property and general economic
conditions affecting our industry. Additional risks that could affect our
future operating results are more fully described in our United States
Securities and Exchange Commission filings including our Annual Report on Form
20-F for the fiscal year ended March 31, 2012 and on Form 6-K for the quarter
ended December 31, 2011, June 30, 2012 and September 30, 2012. These filings
are available at http://www.sec.gov . Infosys may, from time to time, make
additional written and oral forward-looking statements, including statements
contained in the company's filings with the Securities and Exchange Commission
and our reports to shareholders. The company does not undertake to update any
forward-looking statements that may be made from time to time by or on behalf
of the company.

Contact: For Further information please contact: Asia Pacific, Abhijith
Karthikeya D, Infosys, India, Phone: +91-80-41563373,
Abhijith_Damodar@infosys.com. EMEA, Paul De Lara, Infosys, UK, Phone:
+44(0)2075162748, Paul_deLara@infosys.com. The Americas, Jay Barta, Infosys,
US, Phone: +1-510-926-7840, Jay_Barta@Infosys.com.
 
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