September 13, 2012
SpeedSolve Helps Customer Service Speed Up
By Robbie Pleasant
Infosys and AT&T (News - Alert) have teamed up, creating a new jointly developed solution called SpeedSolve. Using state-of-the-art technology for messaging, multimedia, reporting and integration with smart devices, it’s designed to make communication faster and more efficient, improving customer service on all ends.
SpeedSolve is powered by Infosys (News - Alert) Real-Time Expertise Manager, and made to facilitate collaboration between customer service representatives and experts in subject matter in order to help answer questions more quickly with minimal call transfers.
With its analytics engine, SpeedSolve can gain insights from customer interaction to help solve queries on the customer’s first call, while reducing time spent waiting on hold.
Made with Infosys’ technological skills and AT&T’s domain expertise, SpeedSolve provides several benefits to large enterprises. With its intelligent routing, assignments and requests are sent to the available agent best suited for the job, based on business rules, priority requests and SME skill levels. Its analytic reports measure chat drivers and metrics, as well as trends, and create performance reports and feedback for work groups and departments.
It has a real-time dashboard for monitoring and managing chats and SME status, while administrative controls allow for workforce management and SME-CSR (News - Alert) chat transcripts in real time.
AT&T has been using SpeedSolve since 2010, and is now making it available to other companies that want to provide their customers with fast and helpful services. It’s already saved millions of dollars annually, not to mention the time and customer satisfaction, and Infosys hopes that other companies will be able to enjoy the same.
“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, AT&T’s executive director of Intellectual Property Technology Licensing. “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 is another way in which a business can make its customer service better for both its agents and customers alike. Keeping agents and experts connected will make it even easier to address customer queries, improving satisfaction, productivity and workflow, helping more customers in less time.
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Edited by Braden Becker