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Infosys lanza AssistEdge, el primer producto de canal cruzado integrado para centros de contactos

BANGALORE, India, LONDRES, NUEVA YORK, January 23, 2013 /PRNewswire/ --

- Infosys lanza AssistEdge, el primer producto de canal cruzado integrado para centros de contactos para transformar la experiencia de servicio al cliente

Infosys ha anunciado hoy el lanzamiento de AssistEdge, un producto único que transforma los centros de contactos para ofrecer una experiencia de canal cruzada integrada a sus clientes. La capacidad de contextualización, tecnología de auto-cuidado y tablero intuitivo ayuda a mejorar la experiencia del cliente e impulsar la productividad de agentes, que son retos persistentes para la industria del centro de llamadas.

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

Según varios informes de la industria, los clientes dicen que tener que repetir sus problemas a medida que su consulta pasa por varios agentes es el aspecto más frustrante de tratar con los centros de contacto. Esto se magnifica al cambiar entre canales de medios tradicionales y nuevos. Utilizando una capacidad de contextualización innovadora, AssistEdge integra el historial del cliente de varios canales y lo presenta a un agente del centro de llamadas dentro de un tablero de ventana única. Esta distintiva capacidad permite una resolución de consultas más rápida y ayuda a las compañías a reducir significativamente el tiempo medio de gestión de llamadas.

AssistEdge capacita a los clientes a resolver problemas por ellos mismos a través de un potente motor de auto-cuidado. Equipado con mecanismos de resolución de problemas de texto interactivo, visual y vídeo, también ofrece recomendaciones de foros sociales relevantes y comunidades para la asistencia de homólogo a homólogo. Esto ayuda a reducir significativamente los volúmenes de llamadas del centro de contactos.

AssistEdge incorpora un algoritmo de enrutamiento inteligente que analiza y dirige consultas que requieren asistencia de expertos, en tiempo real, para el experto adecuado basado en parámetros como destreza, geografía, prioridad y carga de trabajo. Esto ayuda a una resolución más rápida de las llamadas, junto con un mejor entendimiento de la historia de interacción del cliente y las preferencias sociales, creando oportunidades para una mayor venta cruzada y ascendente.

El despliegue temprano en una compañía Fortune 500 ha ofrecido:

  • Una resolución de consultas más rápida que reduce el tiempo medio de gestión de llamadas hasta un 50 por ciento
  • Volúmenes de llamadas del centro de contacto reducidas en un 25 por ciento
  • Ahorros anuales estimados de más del 25 por ciento
  • Devolución en menos de tres meses  

AssistEdge está disponible en premisa y en una cloud privada alojada.

Sanjay Purohit, vicepresidente y director globalde Productos, Plataformas y Soluciones para Infosys, presentó el producto en la octava IQPC Call Center Summit anual de 2013 en Orlando, Florida. Purohit dijo: "Los clientes no solo esperan un servicio rápido sino que también quieren que las compañías les conozcan íntimamente. La gestión de experiencia de servicio al cliente está también ganando una importancia significativa con la mayor influencia de los medios de noticias. Con nuestra capacidad de contextualización y tecnología de auto-cuidado patentada, estamos permitiendo a las compañías aportar una experiencia integrada, de canal cruzado y personalizada a sus clientes. El lanzamiento de AssistEdge acelera nuestra estrategia de aportar productos innovadores que ayudan a nuestros clientes a transformar sus negocios para el mañana."

En el caso de Openreach, a BT Group Company, utilizar AssistEdge ha mostrado un salto cuantitativo en la productividad del asesor y la experiencia integrada para clientes en canales. Colin Buchanan, director de Service Management Business Operations and Transformation, Openreach dijo: "Siempre buscamos formas de mejorar el servicio para nuestros clientes simplificando los sistemas que utiliza nuestro personal. Los asesores tienen que acceder a varios sistemas utilizando diferentes procesos de navegación, todo el curso de un empleo. Infosys AssistEdge nos ayudó a simplificar el trabajo ofreciendo una sola interfaz para nuestro personal y facilitando a nuestros asesores navegar por los sistemas. Nuestros asesores ya pueden completar llamadas más rápido con menos transferencias. El despliegue del nuevo producto nos ha ayudado a mejorar la experiencia para los clientes y usuarios y se logró en un período muy corto de tiempo."

Recursos adicionales:

Acerca de Infosys

Infosys se asocia con empresas globales para impulsar su crecimiento dirigido a la innovación. Por ello, Forbes clasificó a Infosys en el puesto 19 entre las 100 compañías más innovadoras. Como proveedor líder de soluciones de consultoría, tecnología y externalización de próxima generación, Infosys ayuda a los clientes de más de 30 países a llevar a cabo sus objetivos. Visite http://www.infosys.com y vea cómo Infosys (NYSE: INFY), con sus más de 150.000 empleados, ayuda a crear la empresa del mañana (Building Tomorrow's Enterprise®).

Salvaguarda

Algunas de las manifestaciones de este comunicado de prensa relativas a nuestras perspectivas futuras son proyecciones, lo que supone diversos riesgos e incertidumbres que podrían provocar que los resultados reales difieran materialmente de los previstos en dichas proyecciones. Entre los riesgos e incertidumbres relativos a estas manifestaciones se incluyen, sin excluir otros, los riesgos e incertidumbres con respecto a las fluctuaciones en los ingresos, las fluctuaciones en las tasas de cambio de divisas, nuestra capacidad para manejar el crecimiento, la intensa competencia en los servicios de TI, incluidos aquellos factores que podrían afectar nuestra ventaja de costos, los aumentos de salarios en India, nuestra capacidad para atraer y retener a profesionales altamente capacitados, los mayores costes y tiempos en contratos de precio fijo y tiempo fijo, la concentración de clientes, las restricciones a la inmigración, la concentración de segmentos en la industria, nuestra capacidad para gestionar nuestras operaciones internacionales, la reducción de la demanda en tecnología en nuestras áreas cruciales, las interrupciones en las redes de telecomunicaciones y fallos en los sistemas, nuestra capacidad para completar con éxito e integrar posibles adquisiciones, la responsabilidad por daños en nuestros contratos de servicio, el éxito de las compañías en las que Infosys ha hecho inversiones estratégicas, el retiro o expiración de los incentivos fiscales gubernamentales, la inestabilidad política y los conflictos regionales, las restricciones legales para recolectar capital o adquirir compañías fuera de India, y el uso no autorizado de nuestra propiedad intelectual y las condiciones económicas generales que afectan nuestra industria. Los riesgos adicionales que podrían afectar nuestros resultados operativos futuros se describen más exhaustivamente en nuestras presentaciones ante la Comisión de Valores y Bolsa (SEC) de los Estados Unidos, entre los que se incluyen nuestro Informe Anual en Formulario 20-F para el año fiscal finalizado el 31 de marzo de 2012, y en Formulario 6-K para el trimestre finalizado el 31 de diciembre de 2011, el 30 de junio de 2012 y el 30 de septiembre de 2012. Estas presentaciones están disponibles en http://www.sec.gov. Periódicamente, Infosys puede hacer otras proyecciones orales y escritas, entre las que se incluyen las afirmaciones contenidas en las presentaciones de la compañía ante la Comisión de Valores y Bolsa y nuestros informes a los accionistas. La compañía no se compromete a actualizar ninguna de las proyecciones que periódicamente pueda realizar por sí o que se realicen en su nombre.

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