Infosys, through a jointly developed solution with AT&T, today announced that it is redefining customer service with SpeedSolve – a comprehensive next-generation product that makes communication faster and more efficient for call centers and related operations.
SpeedSolve leverages state-of-the-art technologies for messaging, multimedia, reporting and smart device integration to facilitate real-time collaboration between customer service representatives and subject matter experts. This enhanced communication platform helps resolve queries faster and more accurately by minimizing call transfers — all leading to better customer experience, higher agent productivity and increased cost savings.
"SpeedSolve has played a pivotal role in improving the operational efficiency of our call centers in supporting customers as well as our field force," said Nathan Edwards, assistant vice president of network operations planning and support at AT&T.
Powered by Infosys Real-Time Expertise Manager, SpeedSolve intelligently routes and schedules conversations to provide faster access to experts and information resources. SpeedSolve's innovative analytics engine mines valuable insights from customer interactions to help increase first-time resolution of queries and reduce call wait time.
"SpeedSolve combines the proven technology leadership of Infosys with AT&T's deep understanding of telecommunications to deliver a new paradigm in real-time customer service operations across industries," said Gopal Devanahalli, vice president of products, platforms and solutions at Infosys. "This jointly developed solution with AT&T is another example of unique and innovative ways that Infosys helps companies transform as they build tomorrow's enterprises."
AT&T, one of the world's largest communication services providers, has used SpeedSolve since 2010 to streamline and improve its own customer service operations, and has realized millions of dollars in annualized savings. Jointly developed by Infosys and AT&T, SpeedSolve is now available to other companies.
"Today's tech-savvy consumers expect fast, superior service where and when they want it, and SpeedSolve helps companies meet these increasingly demanding customer needs," said Derek Walker, executive director of intellectual property technology licensing at AT&T. "SpeedSolve leverages communication channels to improve collaboration for a better user experience, and features smarter and streamlined customer relationship management strategies to achieve more cost-effective and efficient procedures."
SpeedSolve monitors agent performance and productivity to improve processes, and also includes features for quality measurement, agent coaching, video-sharing and collaboration. The product is platform-agnostic, with applications available for smartphones and tablets.