Infosys (News - Alert) announced that it would be launching AssistEdge, a product that will increase call center productivity. It features context-passing, self-care, and an intuitive dashboard interface. AssitEdge will improve both the customer experience and employee productivity, which are the main challenges for call centers everywhere.

AssitEdge's context-passing ability eliminates the problem of customers having to continually repeat their problems as their call is passed from agent to agent—a problem that is reported as being the most frustrating issue for customers. Using the new dashboard technology, AssitEdge also integrates a customer's history with the current call's information, providing a seamless service to customers. The self-care engine gives customers the ability to solve their own problems through an interactive troubleshooting application. It features interactive text, video, and suggestions for forums or communities that offer assistance. Finally, AssitEdge's routing algorithm analyzes queries to determine which require expert assistant and routes them to the appropriate specialists. It can make decisions based on skills, location, priority, and workload. This will help customers get the right service even quicker.

Because AssitEdge offers faster call resolution and displays a customer's history, it will provide increased opportunities for agents to both cross-sell and up-sell products of interest to the customer. Testing AssitEdge at a Fortune 500 company resulted in reductions of call handling time by 50% and contact center call volume by 25%, resulting in an annual savings up over 25%. The product had paid for itself within three months.

AssitEdge can be deployed on site or hosted as a cloud-based service.

Senior Vice President and global Head – Products, Platforms and Solutions for Infosys, Sanjay Purohit debuted AssistEdge at the Annual IQPC Call Center Summit in Orlando, Florida this year, commenting that “Customers not only expect quick service but also want companies to know them intimately,” and explained that the context-passing ability and self-care technology will revolutionize call center-customer interactions.