Proliferation of digital platforms and devices in an increasingly connected world is changing the dynamics of customer interactions with enterprises, where conversations are spread across smart devices and social media platforms apart from voice-based interactions. Digitization and cloud-based contact centers need to cater to changing customer behaviors and expectations to deliver highly personalized and seamless customer experience.
Next generation contact center will not just be a touchpoint for customer service but will transform into a customer engagement platform that delivers personalized customer journey across touchpoints by utilizing the power of AI/ML. With rapid technological advancements, cloud-based contact centers would become the preferred model for global enterprises.
What does Infosys Contact Center Services offer?
Infosys has designed, implemented, and supported mission critical contact centers across the globe with proven experience, deep expertise, and end-to-end coverage of the contact center technology landscape.
Our service offerings span across all aspects of contact center strategy and planning, technology optimization, platform architecture design, application design and build, bespoke solution customizations, system integration, implementation and rollouts, product engineering, testing and validation, maintenance, and managed services.
Technology Consulting | Roadmap Definition | Vendor Evaluation | Business Analysis
Architecture & Design | Build | Implement | Bspoke solutions | Deployment Services | Staffing
Functional Testing | Performance Testing | Regression Testing | Test Automation | Test CoE
Production Support | Managed Services Support | Continuous Improvement Activities
Benefits of leveraging Infosys Contact Center Services
Our service offerings provide seamless customer experience, improve operational efficiency, improve response time, and provide resilient business continuity planning.
Seamless customer experience:
Improve operational efficiency:
Improve response time:
Know about the Amazon Connect Contact Center Services provided by Infosys
Self Service Applications
Unified Agent Desktop
Infosys adopts a consulting-driven approach to identify omni-channel contact center platforms that are strategically aligned with the needs of the enterprise, and helps accelerate implementation and user onboarding using well-defined migration framework.
Infosys has successfully deployed digital call deflection mechanisms to route calls to alternative low-cost channels. Infosys has implemented universal queuing and routing to distribute interactions across enterprise that enables call blending.
Infosys has deployed speech-based self-service application and a unified desktop solution that has increased the IVR utilization rate, reduced call transfers to agents, and reduced overall agent call handling time.