Empower contact centers and enhance operational efficiency with an integrated agent environment
To foster customer loyalty through greater satisfaction, every activity in enterprises must be customer-centric. This is especially true for contact centers, where agents are critical to success. To deliver customer satisfaction along with peak productivity, agents need relevant information at the appropriate time. With its best-in-class features and latest technologies, Infosys Smart User Environment enables agents to take customer support to new highs while enhancing their productivity. It also helps contact centers honor stringent and business-critical support agreements.
Infosys AssistEdge Smart User Environment helps automate business and technology processes and provides contact center users with a single, intuitive dashboard. It delivers rapid value through:
- Rapid aggregation of information — Infosys AssistEdge Smart User Environment provides a dashboard that integrates information from disparate enterprise and contact center applications. This saves the agent's time and reinforces supervision.
- Automation — This helps agents resolve calls faster and reduces average handling time, leading to better customer service experience.
- Faster integration — Infosys AssistEdge Smart User Environment can be implemented straight out of the box to easily integrate with other enterprise applications without disrupting processes or business. This helps reduce the time to market and total cost of ownership, and achieve increased ROI.
Features: Infosys AssistEdge Smart User Environment
360º customer view
- Provides a unified view of all applications by integrating and presenting them in a single user interface
- Displays all customer- and case-related information on a single panel
Internationalization
- Its capability extends across geographies
- It supports internationalization and customization to meet local needs
Data mining and automation
- Supports data extraction, aggregation and mechanization
- Accesses all internal applications to extract, aggregate and correlate data, and perform necessary automation
Data analytics and reporting
- Provides analytical reports to improve agent productivity and make every customer interaction more effective
- Generates detailed standard and custom report to provide in-depth analysis and insights
Single sign-on
- Integrates all existing applications and enables users to log in once and access them all
- Eliminates issues caused by constant session time-outs
Workflow management
- Helps users automate frequently occurring tasks as per given business process
- Integrates with existing business process management tools