Infosys today launched AssistEdge, a product that transforms contact centers to deliver an integrated and seamless cross-channel experience to customers.
Using context-passing capability, AssistEdge integrates the customer history from various channels and presents it to the call center agent within a single window dashboard. It also features a 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.
AssistEdge incorporates an intelligent routing algorithm that analyzes and directs queries requiring expert assistance, in real time, to the right expert based on parameters such as skill, geography, priority, and workload.
AssistEdge is available both on premises and on a hosted private cloud.
"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," said Sanjay Purohit, senior vice president and global head of products, platforms, and solutions at Infosys, in a statement. "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."