- We believe in giving its clients a superlative experience in terms of Engagement level transformation. We provide next generation Customer Care services through a combination of Technological and Process Innovation.
- Service excellence office with transformation experts, Innovation lab-cross functional team with exclusive on incubating new ideas.
- Digital Transformation through web and mobile interaction enabled with self-service abilities.
- Our AssistEdge platform provides interactive self-care contextual, automated and Interactive virtual assistance; Smart user environment through integrated Agent dashboard with a Real time expertise manager that can collaborate on email, chat, audio, video and web.
- Our Automation and analytics platform provides front end automation through workflows; resolution repository built through diagnosis provides correlation, Pareto and risk analysis.
- Our advanced contact center technologies provide:
- - Skill based ACD
- - IVR with self-service and CSAT abilities
- - Auto outbound dialing
- - Verint: WFM, quality and analytics
- - Text to Speech
Infosys BPM measures Continuous Improvement using our PPM (Process Progression Model). We measure our call centers’ maturity based on transformation through the engagement life cycle. Based on the transformation & Continuous Improvements, Engagements are certified as P1, P2 or P3 at every step of the certification, we involve the clients and without the clients signing off on the continuous improvements, the engagements do not move to the next level.