The Customer Service Journal
Volume 5 October, 2019
Knowledge for the world of customer service & support
Infosys - AssistEdge
Infosys Technologies, a leading Indian firm in technology development, launched its AssistEdge product in January of 2013. With RPA as one of its key components, it has been focused on improving contact center performance. AssistEdge has delivered some impressive results:
A Description of their offering:
The following is a description from their website -
AssistEdge - Empowering agents, delighting customers with integrated customer service experience
Today the contact center industry is witnessing a paradigm shift. Enterprises are migrating from legacy contact center software to customer experience software that is socially-enabled, mobile-compatible and delivered in the cloud.
Enterprises that want to deliver an integrated customer service experience must act on three priorities. One, provide contact center agents vast knowledge repositories that overcome the challenges presented by traditional in-house knowledge bases. Two, empower agents with intelligent systems that not only help them resolve issues, but also transform them from problem solvers to revenue generators. Three, go beyond traditional channels to interact with a growing demography of younger customers who prefer to interact with customer service functions on their channels of choice like mobile and social channels.
AssistEdge: the first customer service product for contact centers that delivers an integrated cross-channel experience
AssistEdge provides an integrated customer service experience across channels including Web, chat, phone and social media, transforming contact centers from issue resolution centers to revenue generating units. AssistEdge enables organizations to realize faster return on investment through improved agent efficiency, reduced call volumes, and quicker go-live periods. Enterprises have been able to break-even on their investments in three months while tripling their returns in their first year. Our unique context-passing capability and self-help technology – provided in an intuitive dashboard – enhances agent productivity by 25% while delivering a superior customer experience.
AssistEdge is differentiated by unique capabilities such as:
Available across devices. Delivered in the cloud.
AssistEdge delivers a seamless experience to customers across devices and it’s available both on-premise and in the cloud. We take complete process ownership – from infrastructure and applications to professional services and consulting – with clear service-level agreements and business outcomes.
Best-in-class applications for integrated customer service experience
AssistEdge has seven key modules that can be deployed independently and as a suite:
Smart User Environment
Loyalty Management System
Alerts Notification System
Customer Service Analytics
Real-Time Expertise Manager
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