Redefining customer service with SpeedSolve
Enterprise contact centers are the first touch points while dealing with customers and play a pivotal role in delivering great customer experiences.
SpeedSolve from Infosys and AT&T tries to do just that. It is a chat-based internal collaboration product. It helps enterprise contact centers reduce high call-transfer rates and call handle time. It provides a lifelike, seamless and real-time access to a pool of experts.
In a typical call center scenario, an agent might have to put a customer on-hold while they search for an appropriate response. This quest might also lead to a call-transfer to a subject matter expert. With SpeedSolve, agents can send out a chat request while continuing the phone conversation. The request is routed to an available expert who can also add the interaction to the enterprise knowledge base so that other agents can leverage it in future.
Since agents can handle multiple chat requests simultaneously, the system reacts faster than 1-2-1 help. The automatic routing engine of SpeedSolve is designed to ensure that the workload is evenly balanced among experts, and that agents reach out to the correct expert, rather than seeking help from peers.
Jointly developed by Infosys and AT&T, SpeedSolve is now available for all large and medium enterpris. Read below for more: http://www.infosys.com/newsroom/press-releases/Pages/customer-support-interactions-center.aspx