Customers dominate today’s marketplace – and they are very demanding too. Above all else, customers want enterprises to quickly and accurately resolve their queries as well as provide expert advice on products and services. Enterprise contact centers are the touch points at the forefront of dealing with these ‘customer issues', and must play a pivotal role in delivering great customer experiences.
Enterprise contact centers are instrumental in driving business by ensuring superior customer service and cementing customer loyalty. However, providing timely and cost-effective customer service is proving a challenge for most enterprise contact centers. Technology is a key enabler in creating a responsive and collaborative system and in building tomorrow’s enterprise contact center.
SpeedSolve – from Infosys and AT&T – is a collaborative, chat-based customer support product that helps enterprise contact centers reduce high call-transfer rates, call handle time, and overall call volumes. It provides a seamless and real-time access to the right pool of experts, and can therefore be utilized in any customer service operation process.
SpeedSolve provides real-time access to expertise, so enterprise contact centers can:
- Streamline collaboration and provide instant access to a target pool of experts, using Infosys Real-Time Expertise Manager
- Leverage AT&T’s proven telecom expertise to fundamentally change contact-center-based communication in enterprises
- Transit to consistent, result-oriented communication models, and away from today’s chaotic and ad hoc communication scenario
- Derive valuable insights from customer interactions, using a powerful analytics engine, thus driving significant improvements to agent productivity and process enhancement
SpeedSolve is platform-agnostic, and can be extended to any device of choice – be it a smart phone or a tablet. Furthermore, SpeedSolve enables multiple real-life scenarios like field technician support and expert advice on-the-go, across industry verticals.