Features & Opinions

Infosys Real Time Expertise Manager (ReTEM) Wins Aegis Graham Bell Award 2012

The integrated real-time collaboration suite from Infosys was chosen in the Unified Communication category among more than 140 nominations from over 80 companies across various categories.

Aegis Graham Bell Awards honor the best innovations in the field of telecom, Internet, media, and edutainment (TIME) and provide recognition for outstanding contributions. The awards were organized by Aegis School of Business, with the support of the Cellular Operators Association of India (COAI), Bloomberg TV India (media partner), and PwC (knowledge partner). The award ceremony was held on November 1, 2012, at Convention Centre, New Delhi.

In line with Infosys 3.0 strategy, the organization has been contributing in a significant way towards developing innovative products, and this award acknowledges these initiatives. Infosys Real Time Expertise Manager (ReTEM) provides structure to ad-hoc processes, enhances effectiveness of the interaction, and ensures instant access to expertise. It also enables collaboration among various stakeholders in the ecosystem of an enterprise, including employees, vendors and partners, thus ensuring a highly productive enterprise environment and a delighted customer.

Key features of the product include – context-specific collaboration, transient collaboration, virtual guide, co-browsing, co-authoring, intelligent knowledge connect, audio-video conference, real-time chat, email routing, social connect, mobile enabled (interact on the move), and role-based live dashboards and reporting – powered by intelligent routing services and strong analytics.

ReTEM has been successfully implemented in over 300 centers, with 100,000 users in over 40 countries. Infosys has partnered with one of the largest telecom majors, AT&T to take a subset of ReTEM – co-branded as 'SpeedSolve' – to market. SpeedSolve focuses on internal collaboration in contact centers and helps redefine customer service. It has already been integrated with multiple Infosys products such as Infosys Care Suite, Infosys Customer Self-service Energy Manager, Social Edge, Personalized Trip Advisor, and is in the process of being considered as a collaboration product of choice for a majority of Infosys offerings.

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