Solution Spotlight: Infosys’ AssistEdge

The AssistEdge tool from Infosys transforms contact centers to deliver an integrated and seamless cross-channel experience.

Features/Functionality

Infosys’ 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.

Target Audience

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.

Compatibility

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 is available both on-premise and on a hosted private cloud.

Current Client/User

Openreach

Competitive Positioning

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.

Contact Info

Jay Barta, Infosys U.S.
Phone: +1-510-926-7840
Email: Jay_Barta@infosys.com">Jay_Barta@infosys.co