BENGALURU, India, Jan. 20, 2021 /PRNewswire/ -- Infosys (NYSE:
INFY), a global leader in next-generation digital services and
consulting, today announced the launch of Infosys Cortex, its
customer engagement platform. The platform leverages
technology from Genesys, a global leader in cloud customer
experience and contact center solutions, along with Contact
Center AI services from Google Cloud and its managed
artificial intelligence (AI) and analytics services.
Infosys Cortex helps businesses reimagine customer care
operations by providing intelligence to aid purposeful customer
communication, smarter and faster decision-making, and deliver
value at scale. Using the power of cloud and a modular
microservices based architecture, it helps enterprises achieve up
to 40 percent faster and more effective agent hiring and learning.
It also brings up to 30 percent improvement in agent performance
with training before operationalizing the contact center.
Furthermore, Infosys Cortex drives up to 30 percent improvement in
satisfaction for customers through intent prediction and
self-service, along with up to 40 percent improvement in operations
through cognitive automation and analysis of contextual data
across systems using Infosys Data and Analytics Platform powered by
Google Cloud. Infosys' ability to provide deeper integration in the
enterprise by developing and reusing connectors for existing
enterprise information systems makes implementation smooth and
seamless.
Infosys Cortex will tightly integrate with Genesys
Engage™, a robust omnichannel engagement solution built
on a multicloud architecture. Together, the solutions will allow
organizations to deliver fast, convenient, and personalized
interactions at every touchpoint. In addition, the open
architecture of Genesys Engage and a rich ecosystem of tools and
capabilities will enable businesses to customize the solution so
they can better address the unique challenges and objectives of
their industry and customers.
As enterprises prepare for the next normal, Infosys Cortex will
help them harness AI services from Google Cloud. Together with
Google AI-powered voicebots, chatbots, interaction analytics, and
an industry-leading IVR from Genesys, businesses can shift from
being remote-ready to driving digital customer service from
anywhere. They can also grow the effectiveness of their customer
care with increased first-call resolution, reduced average handle
time, decreased call volume, and improved service-to-sales
conversion.
"Our experience of managing the IT landscapes of large complex
enterprises, expertise across industry domains, and strengths in
enabling workforce learning uniquely equips us to help businesses
deliver customer delight. With Infosys Cortex, we can now share
with them the digital capabilities to future-proof their customer
relationships," said Ravi Kumar, President at
Infosys.
"The next wave of CX solutions are built to improve decision
velocity. Machines can make 100 decisions per second, humans can
make one per second but often get bogged down in management
committee for weeks," said R "Ray" Wang, Founder and
Chairman, Constellation Research, Inc. "When AI is applied to
CX, agents have the context they need to make faster and more
precise decisions. As agents are augmented by AI, they can deliver
more personalized experiences."
"We're proud that Infosys has selected Google Cloud's Contact
Center AI to power its Cortex customer engagement platform," said
Kevin Ichhpurani, Corporate Vice President, Global Ecosystem at
Google Cloud. "More than ever, it's important that businesses
deliver positive experiences for consumers, and help them resolve
questions or issues quickly and effectively even while teams and
agents are working remotely. By leveraging Google Cloud's managed
AI and analytics services, Infosys Cortex delivers these
capabilities to enterprises, enabling them to spin up new
AI-powered customer engagement services quickly and ultimately
helping businesses better serve their customers."
For more information please visit:
https://www.infosys.com/products-and-platforms/cortex.html
About Infosys
Infosys is a global leader in next-generation digital services
and consulting. We enable clients in 46 countries to navigate their
digital transformation. With nearly four decades of experience in
managing the systems and workings of global enterprises, we
expertly steer our clients through their digital journey. We do it
by enabling the enterprise with an AI-powered core that helps
prioritize the execution of change. We also empower the business
with agile digital at scale to deliver unprecedented levels of
performance and customer delight. Our always-on learning agenda
drives their continuous improvement through building and
transferring digital skills, expertise, and ideas from our
innovation ecosystem.
Visit www.infosys.com to see how Infosys (NYSE: INFY) can
help your enterprise navigate your next.
Safe Harbor
Certain statements in this release concerning our future growth
prospects, financial expectations and plans for navigating the
COVID-19 impact on our employees, clients and stakeholders are
forward-looking statements intended to qualify for the 'safe
harbor' under the Private Securities Litigation Reform Act of 1995,
which involve a number of risks and uncertainties that could cause
actual results to differ materially from those in such
forward-looking statements. The risks and uncertainties relating to
these statements include, but are not limited to, risks and
uncertainties regarding COVID-19 and the effects of government and
other measures seeking to contain its spread, risks related to an
economic downturn or recession in India, the United
States and other countries around the world, changes in
political, business, and economic conditions, fluctuations in
earnings, fluctuations in foreign exchange rates, our ability to
manage growth, intense competition in IT services including those
factors which may affect our cost advantage, wage increases in
India, our ability to attract and
retain highly skilled professionals, time and cost overruns on
fixed-price, fixed-time frame contracts, client concentration,
restrictions on immigration, industry segment concentration, our
ability to manage our international operations, reduced demand for
technology in our key focus areas, disruptions in telecommunication
networks or system failures, our ability to successfully complete
and integrate potential acquisitions, liability for damages on our
service contracts, the success of the companies in which Infosys
has made strategic investments, withdrawal or expiration of
governmental fiscal incentives, political instability and regional
conflicts, legal restrictions on raising capital or acquiring
companies outside India,
unauthorized use of our intellectual property and general economic
conditions affecting our industry and the outcome of pending
litigation and government investigation. Additional risks that
could affect our future operating results are more fully described
in our United States Securities and Exchange Commission filings
including our Annual Report on Form 20-F for the fiscal year ended
March 31, 2020. These filings are
available at www.sec.gov. Infosys may, from time to time, make
additional written and oral forward-looking statements, including
statements contained in the Company's filings with the Securities
and Exchange Commission and our reports to shareholders. The
Company does not undertake to update any forward-looking statements
that may be made from time to time by or on behalf of the Company
unless it is required by law.
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