The Infosys Real-Time Expertise Manager delivers customer delight by enhancing the effectiveness of every customer interaction and by providing instant access to expertise. It enhances the effectiveness of a customer interaction by streamlining, intelligently routing, and scheduling the interaction. The Infosys Real-Time Expertise Manager also provides instant access to experts and knowledge repositories, thus increasing first time resolution while reducing customer wait time.
The Infosys Real-Time Expertise Manager has the power to rapidly transform chaotic adhoc scenarios – of a temporary or provisional nature – into consistent and collaborated business process models. By doing so, it plays a key role in the online transformation of an organization.