Infosys Real-Time Expertise Manager

Benefits

Improved operational efficiency

  • Builds a smarter organization by improving productivity through seamless and embedded collaboration at every stage of a business process
  • Grants immediate access to real-time support based on contextual information rather than personal contacts
  • Helps reach the right respondent through channelized / streamlined communication, with optimal use of enterprise resources
  • Enables administrators and supervisors to monitor and control the communication using real-time reports
  • Enables customers to take critical business decisions with the help of predefined / custom reports

Reduced operations cost

  • Enables multiple and simultaneous interactions at any given time, and grants access to correct expertise results by increasing first call resolution (FCR), and also decreases call handle time
  • Demonstrates an intuitive, easy-to-learn, and non-intrusive collaboration mechanism, which enables better user experience by reducing wait time and improves clarity in communication
  • Enables quick rollout and white labeling through highly configurable and customizable tools
  • Provides easy integration with multiple enterprise applications by enabling real-time access to critical information

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