Magazine article Information Today

Infosys Introduces SpeedSolve

Magazine article Information Today

Infosys Introduces SpeedSolve

Article excerpt

Getting an answer to a query may seem to be a simple task, but efficiency and speed of delivery are important parts of the equation these days.

Infosys Ltd., a provider of consulting, technology, and outsourcing solutions, recently partnered with telecommunications giant AT&T on SpeedSolve, a product that takes communication to an all-new level. Infosys first deployed the pilot product into AT&T call centers in 2010. Within 2 years, AT&T saw such intrinsic benefits in time savings and customer satisfaction that it decided to team up with Infosys in developing an enterprise-grade version for other industries.

Gopal Devanahalli, vice president of products, platforms, and services at Infosys, says, "During the initial implementation at AT&T, we kept building in additional features, so it's evolved quite a bit from where we started." To date, more than 200 AT&T operating centers and 90,000 agents are using SpeedSolve, he says.

When call center agents can't answer a query, they often need to reach out to an expert, which can mean putting customers on hold or calling them back, says Devanahalli. "What our solution does is solve those problems in a big way," he says. "Our product takes care of routing the query to the right expert who can then start chatting with the agent to help resolve the problem. The chat is actually initiated dynamically in real time."

Infosys Real-Time Expertise Manager powers the product by routing calls in real time to appropriate-and available--experts and/or any relevant resources. "No experts ever get overloaded," says Devanahalli. …

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