Welcome!

@CloudExpo Authors: Elizabeth White, David Balaban, John Esposito, Jason Bloomberg, Aruna Ravichandran

News Feed Item

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.

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@CloudExpo Stories
SYS-CON Events announced today that DatacenterDynamics has been named “Media Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY. DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Between the mockups and specs produced by analysts, and resulting applications built by developers, there exists a gulf where projects fail, costs spiral, and applications disappoint. Methodologies like Agile attempt to address this with intensified communication, with partial success but many limitations. In his session at 18th Cloud Expo, Charles Kendrick, CTO & Chief Architect at Isomorphic Software, will present a revolutionary model enabled by new technologies. Learn how business and devel...
You think you know what’s in your data. But do you? Most organizations are now aware of the business intelligence represented by their data. Data science stands to take this to a level you never thought of – literally. The techniques of data science, when used with the capabilities of Big Data technologies, can make connections you had not yet imagined, helping you discover new insights and ask new questions of your data. In his session at @ThingsExpo, Sarbjit Sarkaria, data science team lead ...
The IoT has the potential to create a renaissance of manufacturing in the US and elsewhere. In his session at 18th Cloud Expo, Florent Solt, CTO and chief architect of Netvibes, will discuss how the expected exponential increase in the amount of data that will be processed, transported, stored, and accessed means there will be a huge demand for smart technologies to deliver it. Florent Solt is the CTO and chief architect of Netvibes. Prior to joining Netvibes in 2007, he co-founded Rift Technol...
If there is anything we have learned by now, is that every business paves their own unique path for releasing software- every pipeline, implementation and practices are a bit different, and DevOps comes in all shapes and sizes. Software delivery practices are often comprised of set of several complementing (or even competing) methodologies – such as leveraging Agile, DevOps and even a mix of ITIL, to create the combination that’s most suitable for your organization and that maximize your busines...
Struggling to keep up with increasing application demand? Learn how Platform as a Service (PaaS) can streamline application development processes and make resource management easy.
New Relic, Inc. has announced a set of new features across the New Relic Software Analytics Cloud that offer IT operations teams increased visibility, and the ability to diagnose and resolve performance problems quickly. The new features further IT operations teams’ ability to leverage data and analytics, as well as drive collaboration and a common, shared understanding between teams. Software teams are under pressure to resolve performance issues quickly and improve availability, as the comple...
The proper isolation of resources is essential for multi-tenant environments. The traditional approach to isolate resources is, however, rather heavyweight. In his session at 18th Cloud Expo, Igor Drobiazko, co-founder of elastic.io, will draw upon their own experience with operating a Docker container-based infrastructure on a large scale and present a lightweight solution for resource isolation using microservices. He will also discuss the implementation of microservices in data and applicat...
See storage differently! Storage performance problems have only gotten worse and harder to solve as applications have become largely virtualized and moved to a cloud-based infrastructure. Storage performance in a virtualized environment is not just about IOPS, it is about how well that potential performance is guaranteed to individual VMs for these apps as the number of VMs keep going up real time. In his session at 18th Cloud Expo, Dhiraj Sehgal, in product and marketing at Tintri, will discu...
Join IBM June 8 at 18th Cloud Expo at the Javits Center in New York City, NY, and learn how to innovate like a startup and scale for the enterprise. You need to deliver quality applications faster and cheaper, attract and retain customers with an engaging experience across devices, and seamlessly integrate your enterprise systems. And you can't take 12 months to do it.
Machine Learning helps make complex systems more efficient. By applying advanced Machine Learning techniques such as Cognitive Fingerprinting, wind project operators can utilize these tools to learn from collected data, detect regular patterns, and optimize their own operations. In his session at 18th Cloud Expo, Stuart Gillen, Director of Business Development at SparkCognition, will discuss how research has demonstrated the value of Machine Learning in delivering next generation analytics to im...
This is not a small hotel event. It is also not a big vendor party where politicians and entertainers are more important than real content. This is Cloud Expo, the world's longest-running conference and exhibition focused on Cloud Computing and all that it entails. If you want serious presentations and valuable insight about Cloud Computing for three straight days, then register now for Cloud Expo.
As you respond to increasing requests for new analytics, you need fast and flexible technology in your arsenal so that you can deploy the right workload to the right platform for the need at hand. Do you need self-service and fast time to value? Do you have data and application control and privacy needs, along with strict SLAs to meet? IBM dashDB™ is data warehouse technology powered by in-memory computing and in-database analytics that are designed for fast results, scalability and more.
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.
So, you bought into the current machine learning craze and went on to collect millions/billions of records from this promising new data source. Now, what do you do with them? Too often, the abundance of data quickly turns into an abundance of problems. How do you extract that "magic essence" from your data without falling into the common pitfalls? In her session at @ThingsExpo, Natalia Ponomareva, Software Engineer at Google, will provide tips on how to be successful in large scale machine lear...
Up until last year, enterprises that were looking into cloud services usually undertook a long-term pilot with one of the large cloud providers, running test and dev workloads in the cloud. With cloud’s transition to mainstream adoption in 2015, and with enterprises migrating more and more workloads into the cloud and in between public and private environments, the single-provider approach must be revisited. In his session at 18th Cloud Expo, Yoav Mor, multi-cloud solution evangelist at Cloudy...
The paradigm has shifted. A Gartner survey shows that 43% of organizations are using or plan to implement the Internet of Things in 2016. However, not just a handful of companies are still using the old-style ad-hoc trial-and-error ways, unaware of the critical barriers, paint points, traps, and hidden roadblocks. How can you become a winner? In his session at @ThingsExpo, Tony Shan will present a methodical approach to guide the holistic adoption and enablement of IoT implementations. This ov...
In his session at 18th Cloud Expo, Sagi Brody, Chief Technology Officer at Webair Internet Development Inc., will focus on real world deployments of DDoS mitigation strategies in every layer of the network. He will give an overview of methods to prevent these attacks and best practices on how to provide protection in complex cloud platforms. He will also outline what we have found in our experience managing and running thousands of Linux and Unix managed service platforms and what specifically c...
SYS-CON Events announced today that Peak 10, Inc., a national IT infrastructure and cloud services provider, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Peak 10 provides reliable, tailored data center and network services, cloud and managed services. Its solutions are designed to scale and adapt to customers’ changing business needs, enabling them to lower costs, improve performance and focus inter...
Artificial Intelligence has the potential to massively disrupt IoT. In his session at 18th Cloud Expo, AJ Abdallat, CEO of Beyond AI, will discuss what the five main drivers are in Artificial Intelligence that could shape the future of the Internet of Things. AJ Abdallat is CEO of Beyond AI. He has over 20 years of management experience in the fields of artificial intelligence, sensors, instruments, devices and software for telecommunications, life sciences, environmental monitoring, process...