Infosys launches SpeedSolve for call centres

IT bellwether Infosys Tuesday said it has launched "a comprehensive next generation product" -- SpeedSolve -- to redefine customer service by making communication faster and more efficient for call centres and related operations.

SpeedSolve, launched with AT&T, "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," Infosys said in a statement.

The enhanced communication platform would help resolve queries faster and more accurately by minimizing call transfers -- all leading to better customer experience, higher agent productivity and increased cost savings, it said.

"SpeedSolve has played a pivotal role in improving the operational efficiency of our call centres in supporting customers as well as our field force," said Nathan Edwards, assistant vice president of network operations planning and support at AT&T.

It combined "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.