Infosys subsidiary EdgeVerve launches AssistEdge Engage, an automation platform for contact centres

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Biznextindia : EdgeVerve Systems, a subsidiary of Infosys (NYSE: INFY), on Wednesday launched AssistEdge Engage at CCW Vegas. AssistEdge Engage is an intelligent automation platform for contact centers offering smart features that increase agent productivity, satisfaction and elevate customer experience.

With the emergence of RPA and maturity of AI capabilities, there is a significant opportunity for contact centers to relook at the ways in which they can service their customers. Easy to integrate and deploy, AssistEdge Engage harnesses the power of AI and RPA, making it possible for businesses to amplify returns from their existing contact center investments.

AssistEdge Engage integrates assisted and unassisted automation capabilities and comes with a proven track record of having delivered increased first call resolution by up to 15%, minimized operational costs by 30% resulting in an increase in net promoter score of 8%.

 “In today’s market, customer expectations from brands and service providers have increased manifold. It is imperative for organizations to own and retain customers by providing superior experience across all touch points. Contact centers continue to face challenges in delivering exceptional customer experience due to a myriad of applications which they need to access to pull out customer information. AssistEdge Engage provides a refreshed 360-degree view of the customer to enable the agent to engage better thereby resulting in an increase in customer satisfaction” Atul Soneja, SVP and Global Head of Edge Products and Infosys Nia, said.

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