Infosys Wins Global Telecoms Business Innovation Award with BT

LONDON – June 13, 2013

BT’s Seamless Desktop program, powered by the Infosys customer service experience product AssistEdge, has been awarded the prestigious Global Telecoms Business Innovation Award for 2013 in the Consumer Service Innovation category.

News highlights

  • Award presented for Seamless Desktop, a transformational customer service experience program deployed by Infosys for Openreach, a BT Group company
  • Judges cited extraordinary instance of collaboration and innovation coming together to deliver a superior customer service
  • Infosys AssistEdge customer service experience product is at the core of delivering a role-based unified view of multiple systems for more than 2,500 advisors at Openreach
  • This product, launched in January 2013, transforms contact centers to deliver an integrated and seamless cross-channel experience to its customers

Specific benefits experienced by Openreach:

  • Reduced call handling time by up to 20 percent
  • Reduced approximate case handling time to just 30 seconds from 2.5 minutes
  • Resulted in return on investment within six months
  • Improved information management of customer service operations and metrics


Phil Townsend, CIO, Openreach, Service Management:
“Providing a first-class customer experience is vital to Openreach. AssistEdge simplified how the service agents navigate multiple systems by creating an intuitive and unified interface when handling customer calls. Infosys focused on collaboration and continuous innovation, which ensured the solution exceeded our expectations and was implemented in a rapid timeframe.”

Sanjeev Arya, Associate Vice President, Communications, Media & Entertainment, Infosys:
“Agility and speed are extremely important in today’s highly competitive market. The AssistEdge product is core to Openreach’s transformational initiative to improve customer service. The product helps operators quickly realize significant improvements in customer service and agent productivity, and is enabling our clients to experience meaningful business impact.”

Alan Burkitt-Gray, Editor, Global Telecoms Business:
“This is the seventh time we’ve run our Innovation Awards and each year we’ve seen that the industry is working harder and harder to deliver exciting and innovative services to its customers worldwide. Congratulations to Infosys and BT. The industry is seeing a wave of innovation which is making a huge difference, to the companies working in the industry and to all of us in business and as consumers. They are making such a difference to the world. We want to celebrate what they are doing.”

The Global Telecoms Business Awards, now in their seventh year, acknowledge innovation and excellence across the worldwide telecommunications industry.

Additional resources

  • More information on Infosys AssistEdge, click here
  • Infosys AssistEdge drives contact center efficiencies at Openreach, watch this video
  • More information on Infosys communication services offerings, click here
  • Future of customer service video

About Infosys

Infosys is a global leader in business consulting and technology solutions. As a proven partner focused on building tomorrow’s enterprise, Infosys enables clients in more than 30 countries to outperform the competition and stay ahead of the innovation curve. Ranked in the top tier of Forbes’ 100 most innovative companies, Infosys – with $7 billion in annual revenues and 150,000+ employees – provides enterprises with strategic insights on what lies ahead. We help enterprises transform and thrive in a changing world through strategic consulting, operational leadership, and the co-creation of breakthrough solutions, including those in mobility, sustainability, big data, and cloud computing. Visit to see how Infosys (NYSE: INFY) is Building Tomorrow's Enterprise® today.


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