Smart Contact Center for Better Customer Engagement

Overview

Infosys Cortex, an Artificial Intelligence (AI)-driven customer engagement platform, transforms contact center operations through purposeful communication and smart decision-making capabilities. It extracts and converts microdata from customer interactions into insights for real-time action.

A part of the Infosys Cobalt Solution Suite, the Infosys Cortex platform combines computing power of the cloud with a modular microservices-based architecture to deliver value at scale. The Infosys Cortex platform provides ‘extra brain power’ to improve the performance of agents.

Process more data, glean rich insights, delight customers

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The Infosys Cortex platform helps enterprises deliver superior experiences to both customers as well as employees. In addition, it reimagines contact center operations for a smooth customer journey.

Deepens customer engagement through insights
Our platform offers a rich ecosystem of conversational analytics and cognitive capabilities spanning the customer engagement value chain. Our Customer Experience Modeler predicts the intent of a real-time customer conversation, which enables fast, accurate and personalized service. Infosys Cortex provides a sophisticated Interactive Voice Response (IVR) system, voicebot, chatbot, and self-service options to improve outcomes.

Empowers agents with learning
The Infosys Cortex platform converts contact center agents into brand ambassadors with AI-assisted HR processes and productivity tools. It simulates customer interactions for new recruits, which improves preparedness for live calls while accelerating speed to competency. Knowledge tools provide on-the-call guidance and recommend actions that enable agents to delight customers. Significantly, agents can use Infosys Cortex to identify learning needs and behavioral changes required for improving performance and skills.

Boosts operations with automation
Cognitive automation and analytical insights for decision support streamline operations and enable contact centers to realize goals, including increase first-call resolution rate, reduce average handling time, maximize cross / up-sell, and improve service-to-sales conversion rate. Our Operations Modeler provides a floor-wide view of agent performance, identifies areas for improvement, and suggests the course of action to minimize customer as well as agent churn.

Challenges & Solutions

You need a clear line of sight to customer preferences, social sentiment and friction points for effective first-time service.

Hyper-personalized insights for customer experience management and guided assistance for the next best action enhance service.

You should rationalize cost-to-serve while boosting quality of service as well as enterprise productivity.

Digital channels, cognitive automation, and knowledge tools reduce call volumes while accelerating issue resolution.

You should rationalize cost-to-serve while boosting quality of service as well as enterprise productivity.

AI modules align hiring with competency requirements, streamline onboarding, and drive continuous learning, which helps motivate and retain customer care agents.