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Infosys Debuts SpeedSolve, Accelerates Communication Through Call Centers
Infosys (News - Alert), in joint collaboration with AT&T, has rolled out a next-generation product named SpeedSolve, which reportedly makes communication faster and more efficient for call centers and related operations.
SpeedSolve offers real-time collaboration between customer service representatives and subject matter experts using state-of-the-art technologies for messaging, multimedia, reporting and smart device integration. This product comes with features like quality measurement, agent coaching, video-sharing and collaboration, and is platform-agnostic, with applications available for smartphones and tablets.
The solution utilizes Infosys’s Real-Time Expertise Manager that helps in routing and scheduling conversations to provide quicker access to experts and information resources.
peedSolve can be a particular helpful tool in increasing first-time resolution of queries and reducing call wait time, as well as resolving queries faster and more accurately by minimizing call transfers.
All these features help in offering better customer experience, higher agent productivity and increased cost savings, according to the company.
"SpeedSolve combines the proven technology leadership of Infosys with AT&T’s (News - Alert) deep understanding of telecommunications to deliver a new paradigm in real-time customer service operations across industries," said Gopal Devanahalli, vice president of products, platforms and solutions at Infosys. "This jointly developed solution with AT&T is another example of unique and innovative ways that Infosys helps companies transform as they build tomorrow's enterprises."
AT&T has been one of the first customers to use SpeedSolve since 2010 and the company has announced that it has improved its own customer service operations, realizing millions of dollars in annualized savings.
Jointly developed by Infosys and AT&T, SpeedSolve is now available to a number of other companies.
"Today's tech-savvy consumers expect fast, superior service where and when they want it, and SpeedSolve helps companies meet these increasingly demanding customer needs," said Derek Walker, executive director of intellectual property technology licensing at AT&T.
Walker pointed out that SpeedSolve leverages communication channels to improve collaboration for a better user experience, and features smarter and streamlined customer relationship management strategies to achieve more cost-effective and efficient procedures.
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Edited by Braden Becker