Infosys to Redefine Customer Service with SpeedSolve: A

NEW YORK, Sept. 11, 2012 Infosys through a
jointly developed solution with AT&T, today announced that it
is redefining customer service with SpeedSolve - a
comprehensive next generation product that makes communication
faster and more efficient for call centers and related
operations.
SpeedSolve leverages state-of-the-art technologies for
messaging, multimedia, reporting and smart device integration
to facilitate real-time collaboration between customer service
representatives and subject matter experts. This enhanced
communication platform helps resolve queries faster and
more accurately by minimizing call transfers - all leading to
better customer experience, higher agent productivity and
increased cost savings.
"SpeedSolve has played a pivotal role in improving the
operational efficiency of our call centers in supporting
customers as well as our field force," said Nathan Edwards,
assistant vice president of network operations planning and
support at AT&T.
Powered by Infosys Real-Time Expertise Manager,
SpeedSolve intelligently routes and schedules conversations to
provide faster access to experts and information resources.
SpeedSolve's innovative analytics engine mines valuable
insights from customer interactions to help increase
first-time resolution of queries and reduce call wait time.
"SpeedSolve combines the proven technology leadership of
Infosys with AT&T's 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, one of the world's largest communication services
providers, has used SpeedSolve since 2010 to streamline and
improve its own customer service operations, and has realized
millions of dollars in annualized savings. Jointly developed
by Infosys and AT&T, SpeedSolve is now available to 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. "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."SpeedSolve monitors agent performance and productivity to improve processes, and also includes features for quality
measurement, agent coaching, video-sharing and collaboration.
The product is platform-agnostic, with applications available
for smartphones and tablets.