Overview

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:

  • Omni-channel enablement and intelligent call routing
  • Self-service automation with virtual assistants
  • Bespoke solution development with ASR, NLP, Lex AI bot, and Poly TTS solutions
  • Smart phone integrations with self-service

Improve operational efficiency:

  • API integrations with third party solutions and business applications
  • Development of reporting and monitoring dashboard using AWS Kinesis, Redshift, CloudWatch, etc.
  • Test automation and validation of Amazon voice solution using Hammer and Cyara

Improve response time:

  • Hyper-productivity and self-containment frameworks to reduce assisted interactions
  • Agent desktop transformation
  • Integration with Salesforce, Microsoft Dynamics and Pega
  • Integration with ServiceNow and Jira

BCP services:

  • Rapid enablement of BCP solution through cloud contact center deployments
  • Personalized self-service options
  • Pay-as-you-use model
  • Open and scalable platform

One-stop shop for contact center requirements across technology landscapes

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Self Service Applications

  • Conversational IVR
  • Chatbots / Virtual Assistants
  • Integrated Self Service

Interaction Routing

  • Routing Workflows
  • Data Driven Routing
  • Virtual Hold
  • Callback

Outbound Contact

  • Multi-channel Outbound Campaign
  • Proactive Customer Engagement

Unified Agent Desktop

  • Integrated Agent Desktop
  • 360° View of Customer Profile

Business Reporting

  • Admin. Reporting
  • Interaction Reporting
  • Custom Reports for Business / IT / Ops

Workforce Optimization

  • Contact Recording
  • Workforce Management
  • Interaction Analytics
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Challenges & Solutions

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.