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Infosys launches cross-channel contact center solution

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Bangalore, India—Technology consulting company Infosys has introduced a cross-channel contact center solution to enable faster query resolution and reduce call-handling time. Infosys' new AssistEdge analyzes queries and directs them to experts based on skill, geography, priority and workload, the company said in a statement. Infosys said preliminary testing of the solution showed a reduction of average call handling time by up to 50%, and a reduction of contact center call volumes by as much as 25%.
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