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Infosys' EdgeVerve unveils intelligent automation platform for contact centres

Infosys' EdgeVerve unveils intelligent automation platform for contact centres
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EdgeVerve, a wholly-owned subsidiary of IT services firm Infosys, on Thursday said that it was rolling out an intelligent automation platform for contact centres called AssistEdge Engage.

According to the cloud-based applications provider, the new platform, which is powered by artificial intelligence and robotic process automation (RPA), has smart features that will help increase agent productivity, satisfaction and elevate customer experience.

According to CCW Digital research, only 18% of customers are ‘very satisfied’ with their typical customer service experiences.

The company further said that the new platform integrates assisted and unassisted automation capabilities and can deliver increased first-call resolution by up to 15% and minimise operational costs by 30%.

“In today’s market, customer expectations from brands and service providers have increased manifold. Contact centers continue to face challenges in delivering exceptional customer experience due to a myriad of applications which they need to access to pull out customer information. AssistEdge Engage provides a refreshed 360-degree view of the customer to enable the agent to engage better thereby resulting in an increase in customer satisfaction,” said Atul Soneja, senior vice president and global head of Edge products and Infosys Nia.

In a separate development, EdgeVerve said that Africa's largest lender by asset size, Standard Bank, had adopted Infosys Finacel's mobile teller solution to digitise its banking services across all its branches in the continent. This covers 107 branches across five nations including Lesotho, Zimbabwe and Malawi, Zambia and Eswatini.

Ghana and Tanzania are in the implementation phase, the companies said in a joint statement.

The solution, called Finacle Mobile Teller, has been delivered as an enterprise-level, tablet-based solution that comes with designated workflows for roles such as teller, relationship manager and agent.

"With an interactive user interface, intuitive navigation, an offline mode of operation and inbuilt analytics engine, tellers will be empowered to provide personalised services on-the-go and virtually eliminate waiting in queues," said Sajit Vijayakumar, senior vice president and chief operating officer of Infosys Finacle.

Infosys said that the bank had realised benefits such as consolidation of data- exhaustive teller screens and optimisation of teller applications. It further said that cash deposit transactions now take up to 40 seconds as compared to the previous time gap of 120 seconds.

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