Features & Opinions

Infosys Deployed AssistEdge to Help Openreach Agents

Openreach agents required quick access to a range of information distributed over more than 40 different systems. Openreach worked with Infosys to deploy a solution without having to undergo a costly and time-consuming transition to a modernized legacy system.

The deployment of Infosys AssistEdge provided continual access to key reference data. This has led to lower average handling times (AHT), reduced data errors, and system timeouts improving first call resolution rates.

As the communications infrastructure provider for London Olympics 2012, Openreach needed to execute a large number of installations quickly to support a royal visit. Prior to deploying AssistEdge, it would have taken up to three days to get the infrastructure in place. With the new unified dashboard, it took just four hours.

Key highlights:

  • Significant reduction in call handling time
  • Reduction in case handling time
  • Cost savings that are leading to ROI realization within 6 months
  • Speed to market - the rollout to over 500 users took just three months
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