Infosys - The Future of Customer Service Experience

7/28/2019 Infosys - The Future of Customer Service Experience

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The Future ofDelighting Customers

Customer Service Experience Empowering Agents

www.infosys.com
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For most customer service leadenhancing contact center effectivenessdelivering a consistent serexperience are top priorities.

However, most customer servleaders are grappling with challenges

assistCustomer Service Experience

| Infosys

like accelerating self-help adoptiodelivering an integrated cross-channexperience, providing single-windocustomer view to agents, and evolvicontact centers from problem solvers revenue enhancers. Existing solutiononly address point problems.

What you need is a solution that providesintegrated service experience to boagents and customers.


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Infosys AssistEdgeis the firstcustomer serviceproduct forcontact centersthat delivers

an integratedcross-channelexperience

Our unique context-passing capabilitypatented self-help technology provid

an intuitive dashboard enhances productivity by 25% while delivering a

Integrated Service Experience

Enhanced Agent Productivity

Accelerated Business Value

4

superior customer experience. Enterpriusing AssistEdge have realized payback in

little as 3 months.


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Our patented self-care technology gcustomers step-by-step usinginteractive text, visual and video-

resolution mechanism. It also o

recommendations from relevant

forums and communities. And

your customers successfully resolveissues, you can reward them with

they can redeem.

In fact, our self-care capability has hreduce call volumes by as much as 25%.

Do-it-yourselfProvide accurate, complete andreliable customer self-help optionsStudies 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 socustomers can solve issues on their own.

The benefits: happier customers, and less traffic to your contact center.

assistHome

Copyright 2013InfosysLimited.

InteractiveSelf-Care WelcomeSharon | FAQs | |SelfTroubleshooting R ew ar ds & Re de mp t io n M y D as h bo a rd K M

InteractiveSelf-Care WelcomeSharon | FAQs | |

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Includes embroidered team badge and Bluetooth and Wi-Fi. Just choose the Avail national roaming w

logo with soccerscreened sponsorlogo wireless solution that works foryou. minutesfree just by increa

at centerchest. 100% polyester. Along with the traditional USB port Distance Call to 600 minu

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CyberShotx features sleekmodern curves complete camera system i

in a palette of fashionable colours while With leading optical techn

lenses to match and limitle

Copyright 2013 InfosysLimited.

| Infosys


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Our context-passing capability cap

customer interaction history e

time - across service channels suc

email, chat, phone, social, etc. Thesintegrated, sequenced and presente

the agent in a single-window view.

So, if your customer is on self

and they click to call or chat wit

agent, then our unique context-pa

capability passes the interaction cfor the agent to take it from that point.

Now, who says that customers hav

repeat their issues each time!!!

SeamlessProvide customers a seamless serviceexperience across channels

assistHome

D om ainsTechnical

InteractiveSelf-Care

Sel f T roubles hooting Rewards& Redemption My Dashboard

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e

Welcome Sharon | FAQs | | 01

KM

00:02:58Sessioninfo Duration 00:00:06

C us to me r I DW or k G ro up

Step Name

Administration Reports Artifacts RaiseQueries

03Email

S ol ve Q ue ri es L iv e Da sh bo ar d C on g

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 athought: 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 thats an

integrated service experience.

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C u s t o m e r N a m e

Scenario ID

Copyright 2013 Infosys Limited.

20-Dec-201212:58:41PM VideoCall

Ms. Michael, I seethat youhavewi thyourbi l l . Canyou please

esameto me?

20-Dec-201212:58:41PM

havebeencharged$15extrathis month.

20-Dec-201212:59:18PM

20-Dec-201212:59:22PM

aul 0:28at: CallestablishedwithPaul EndCall

tMessage DraftMessageMode Can ne d Me ssa ge s F i le Up lo a d

13 Infosys Limited.

| Infosys


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Our Unified Service Dashboard aggreinformation, non-intrusively, disparate sources (e.g., CRM, Billing,

Media, etc.) and provides an integ

view on the agents dashboard. A

also get proactive recommenda

on solutions from internal systems

external social media sources.

In fact, we have been able to information from over 50 application

agents in a single window.

UnifiedGive agents a unified view ofthe customers service history

assist

105

Ticketing

Te l e p h o n e N umb e r

SmartUserE nvironment Menu HiPaul_Smith

Go Online

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6462543100

Do your agents toggle between 15 different applications for information about the

customers previous interactions? If they do, their productivity is affected. Can they getall the information about customer preferences in a single click? If they don t, how willthey deliver a memorable and truly personalized experience?

What agents really need is a unified view of the customer, with access to the completehistory of customer interactions across channels - phone, chat, IVR, email, Twitter, and

more.

0 | Infosys

OrderNumber 1256790

S tar t D ate 1 2/1 8/2 01 2

Billing

LastBil lPaid False

D ue D a te 1 2/2 2/2 01 2

Credit Limit $160

AmountOutstanding 141.22

Monthly Rate157.56

CRM

CustomerName SharonMichael

Credi t Score 15000

RequestStatus InProgress

CBR 025-951-6569

TimeTracker

Current Time 00:00:05

RemainingTime00:02:24

ExpandAl l Col lapseAl l


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Our intelligent routing algorithm analyzecontext of your customer interaction

directs it to the right expert based ongeography, priority, workload and

business rules.

The outcome: Increased first call resoand reduced average call handling time.

We have helped companies save as as $35million. We can do the same for yo

SmartConnect 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 youneed is a smart way to automatically locate and route conversations to the right expert -

the first time.

assist00

Chat 01 Email 00

Sharon/ 00:02:58 RaiseanewQuery

Paul: HiJake, My customerhasanissuein herbill.Canyoupleaseraiseanadjustmentof$10.00onheraccount?

20-Dec-201212:58:41PM

Jake: Yes, puttingtheadjustmentsinnow

20-Dec-201212:59:18PM

Paul: Thank youvery muchforthequickhelp

20-Dec-201212:59:22PM

EncryptMessage Can n ed M essag es F il e Uploa d

C opy r ight 2013 I nf os y s L im i t ed.

HiPaul_Smith | FAQs | | | Status: Available

2 | Infosys


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With our analytical capabil

agents get a unified view of se

history, transaction history and

preferences. Using features like cus

sentiment tracking and up-sell/cros

recommendations, your agents move

merely solving problems to driving sales.

ProfitEmpower agents to be revenue-enhancers,and not just problem-solvers

assist

105

Ticketing

Te l e p h o n e N umb e r

Smart UserEnvironmentMenu HiPaul_Smith

Go Online


6462543100

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. Butcross-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.

4 | Infosys

OrderNumber 1256790

S tar t D a te 1 2/1 8/2 01 2

Billing

LastBi l lPaid False

D ue D a te 1 2/2 2/2 01 2

C re di t L i mi t $ 16 0

AmountOutstanding141.22

MonthlyRate 157.56

CRM

CustomerName SharonMichael

Credi t Score 15000

RequestStatusInProgress

CBR 025-951-6569

TimeTracker

Current Time 00:00:05

RemainingTime00:02:24


Copyright 2013 InfosysLimited.


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NoofC

hats

NoofC

hats

ResponseTime

NoofChats

Historical

Current

Our supervisor dashboard empo

contact center managers to monito

optimize the workforce in real-time

example, they can view the queue

has the highest call volume in a partperiod and assign agents accord

It also helps them monitor and co

with SLAs.

The benefit: reduced customer wait tim

improved agent productivity.

Real-timeImprove contact center performancewith real-time insights

You probably have performance dashboards. But do they give your supervisors a

assistAdmin SolveQueries

Current S tatus

Workgroup

Tec hnic al Suppor t

VASTeam

Real-Time Expertise Manager

Reports Review LiveDashboard AdminChatHistory

ChatTrend

140

120

100

WelcomePaulSmith | FAQs | | | Status: Busy

Artifacts EnhancedDashboard

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?

Metrics SMESta ng

80

60

40

SMEAvailability SMESta ng

20

0

Copyright2013Infosys Limited.

0 :0 0 2 :0 0 4 :0 0 6 :0 0 8 :0 0 1 0: 00 1 2: 00 1 4: 00 1 6: 00 1 8: 00 2 0: 00 2 2: 00 2 4: 00

Time

6 | Infosys


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We have delivered scompelling businresults for enterprworldwide.

Deployed in 350+ contact cente

across 40 countries

100,000+ agents and technicia

12+ million interactions per year

~50% reduction in Average

ProvenEvaluate your applications:how fast are you seeing returns?If you want to transform customer service this year, don t get stuck with an application thatgives 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.

8 | Infosys

Handling Time

ROI realized within 6 months

$35 million in estimated savings

In


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Differentiated capabilities:

Self-care

Loyalty management

Context-passing

Unified dashboard

Expert connect

Service analytics

Why InfosysComplete 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

0 | Infosys
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Want to experience it?

[email protected]

www.infosys.com/assistedge

2 | Infosys

assistCustomer Service Experience

In
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Infosys - The Future of Customer Service Experience

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