The Future of Customer Service Experience

Delighting Customers Empowering Agents

www.infosys.com

assist
Customer Service Experience

For most customer service leaders, enhancing contact center effectiveness and delivering a consistent service experience are top priorities. However, most customer service leaders are grappling with challenges like accelerating self-help adoption, delivering an integrated cross-channel experience, providing single-window customer view to agents, and evolving contact centers from problem solvers to revenue enhancers. Existing solutions, only address point problems. What you need is a solution that provides an integrated service experience to both agents and customers.

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Infosys AssistEdge is the first customer service product for contact centers that delivers an integrated cross-channel experience

Integrated Service Experience Enhanced Agent Productivity Accelerated Business Value

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Our unique context-passing capability and patented self-help technology provided in an intuitive dashboard enhances agent productivity by 25% while delivering a superior customer experience. Enterprises using AssistEdge have realized payback in as little as 3 months.

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Our patented self-care technology guides customers step-by-step using an interactive text, visual and video-based resolution mechanism. It also offers recommendations from relevant social forums and communities. And when your customers successfully resolve their issues, you can reward them with points they can redeem. In fact, our self-care capability has helped reduce call volumes by as much as 25%.

Do-it-yourself
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Interactive Self-Care Self Troubleshooting Rewards & Redemption My Dashboard Welcome Sharon | FAQs | KM |

Provide accurate, complete and reliable customer self-help options

Studies show that more than 70% customers want to use self-help but only about 30% actually do. What you need is a comprehensive and predictive self-help solution so customers can solve issues on their own. The benefits: happier customers, and less traffic to your contact center.

Home

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Interactive Self-Care Self Troubleshooting Rewards & Redemption My Dashboard

Welcome Sharon | FAQs | KM

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Rewards & Redemption Sharon Michael

Promotional Messages
2 2055 : Bluetooth WiFi 2030 : Talk Freely while you roam

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View Transaction History

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Copyright 2013 Infosys Limited.

Copyright 2013 Infosys Limited.

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Our context-passing capability captures customer interaction history every time - across service channels such as email, chat, phone, social, etc. These are integrated, sequenced and presented to the agent in a single-window view. So, if your customer is on self-help and they click to call or chat with an agent, then our unique context-passing capability passes the interaction context for the agent to take it from that point. Now, who says that customers have to repeat their issues each time!!!

Seamless
Provide customers a seamless service experience across channels
Customers get frustrated when they have to repeat their issues - whether its speaking to different agents, or going through the same process on IVR and chat. It is no wonder that over 40% of customers cite this as the most annoying aspect of customer service. Heres a thought: if your customer started resolving an issue through self-help and then contacts your agent, can they pick up where the customer left off? Now that s an integrated service experience.
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Interactive Self-Care
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20-Dec-2012 12:58:41 PM Ms. Michael, I see that you have with your bill. Can you please e same to me? 20-Dec-2012 12:58:41 PM
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have been charged $15 extra this month. 20-Dec-2012 12:59:18 PM

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Our Unified Service Dashboard aggregates information, non-intrusively, from disparate sources (e.g., CRM, Billing, Social Media, etc.) and provides an integrated view on the agent s dashboard. Agents also get proactive recommendations on solutions from internal systems and external social media sources. In fact, we have been able to pull information from over 50 applications for agents in a single window.

Unified
Give agents a unified view of the customers service history
Do your agents toggle between 15 different applications for information about the customers previous interactions? If they do, their productivity is affected. Can they get all the information about customer preferences in a single click? If they don t, how will they deliver a memorable and truly personalized experience? What agents really need is a unified view of the customer, with access to the complete history of customer interactions across channels - phone, chat, IVR, email, Twitter, and more.
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Smart User Environment

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Hi Paul_Smith

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646 254 3100

Order Number 1256790 Start Date Billing Last Bill Paid Due Date Credit Limit False 12/22/2012 $160 12/18/2012

AmountOutstanding Monthly Rate 157.56 CRM

141.22

Customer Name Sharon Michael Credit Score 15000

Request Status In Progress CBR Time Tracker Current Time 00:00:05 025-951-6569

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Our intelligent routing algorithm analyzes the context of your customer interaction and directs it to the right expert based on skill, geography, priority, workload and other business rules. The outcome: Increased first call resolution and reduced average call handling time. We have helped companies save as much as $35million. We can do the same for you!

Smart
Connect customers to the right expert, faster!
What happens when you have a customer talking to an agent about their issue and the agent doesnt know enough about it? Thats a recipe for disaster. But, you also have experts who know all about the problem. However, locating them takes time. So, its no wonder studies show that it takes three calls to resolve a customer issue. What you need is a smart way to automatically locate and route conversations to the right expert the first time.
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00 Chat 01 Email 00 Hi Paul_Smith | FAQs | | | Status: Available Sharon / 00:02:58 Raise a new Query
Paul: Hi Jake, My customer has an issue in her bill. Can you please raise an adjustment of $10.00 on her account? 20-Dec-2012 12:58:41 PM Jake: Yes, putting the adjustments in now 20-Dec-2012 12:59:18 PM Paul: Thank you very much for the quick help 20-Dec-2012 12:59:22PM

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With our analytical capabilities, agents get a unified view of service history, transaction history and social preferences. Using features like customer sentiment tracking and up-sell/cross-sell recommendations, your agents move from merely solving problems to driving sales.

Profit
Empower agents to be revenue-enhancers, and not just problem-solvers
Enterprise contact centers are largely perceived to be cost-centers. Industry data shows that for every successful issue closure, there is a 20% increase in cross-sell rate. But cross-selling will increase when two things happen. One, when agents resolve issues faster so that the customer is more receptive. Two, when agents have more information about the customers service and transaction history.
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105 Go Smart User Environment Menu Hi Paul_Smith Online Expand All Ticketing Tele phoneNumber 646 254 3100 Collapse All Order Number 1256790 Start Date Billing Last Bill Paid Due Date Credit Limit False 12/22/2012 $160 12/18/2012 AmountOutstanding 141.22 Monthly Rate 157.56 CRM Customer Name Sharon Michael Credit Score 15000

Request Status In Progress CBR Time Tracker Current Time 00:00:05 025-951-6569

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Copyright 2013 Info sys Limited.

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Our supervisor dashboard empowers contact center managers to monitor and optimize the workforce in real-time. For example, they can view the queue that has the highest call volume in a particular period and assign agents accordingly. It also helps them monitor and comply with SLAs. The benefit: reduced customer wait time and improved agent productivity.

Real-time
Improve contact center performance with real-time insights
You probably have performance dashboards. But do they give your supervisors a real-time view of parameters like call categories, agent availability, SLA adherence or queue management? Can your executives make better decisions on workforce optimization and monitor process compliance?

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Copyright 2013 Infosys Limited.

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Current

We have delivered some compelling business results for enterprises worldwide.

Deployed in 350+ contact centers across 40 countries 100,000+ agents and technicians; 12+ million interactions per year ~50% reduction in Average Handling Time ROI realized within 6 months $35 million in estimated savings

Proven
Evaluate your applications: how fast are you seeing returns?
If you want to transform customer service this year, dont get stuck with an application that gives you returns 24 months down the line. Choose an application that has proved itself on multiple processes and can deliver strong returns in a few months.

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Differentiated Self-care

capabilities:

Loyalty management Context-passing Unified dashboard Expert connect Service analytics

Why Infosys
Complete process ownership - Software, Services, BPO Rich customer service experience - 130+ clients, 10,000+ experts Proven business value - payback in as little as 3 months Integrated experience - customers, agents, enterprises Flexible deployment - on-premise, hosted private cloud

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Want to experience it?

askus@infosys.com www.infosys.com/assistedge

assist
Customer Service Experience

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